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Terms and Conditions

Online Shop Customer Service Charter

1. Legal

Glasgow Children's Hospital Trading Ltd is the trading company of Glasgow Children’s Hospital Charity (Registered Charity Number SC007856). Glasgow Children's Hospital Trading Ltd is a company registered in Scotland No. SC189502. 

2. Processing your order and payment

2.1 We accept payment by MasterCard, Maestro, Visa, Visa Debit. We do not accept American Express, Solo, Electron or Diners Club cards. Cheques and postal orders are accepted for postal orders only and should be made payable to Glasgow Children’s Hospital Charity. Please do not send cash through the post. CAF cheques are acceptable only where you are solely making a donation and not if purchasing any product.

2.2 All prices of products and delivery charges shown within the gift catalogue brochure and on our website are inclusive of VAT and are correct at the time of printing. Those customers exempt from VAT charges (i.e. living in the Channel Islands) should put their claim in writing, along with a copy of the order despatch receipt to Glasgow Children’s Hospital Charity, Merrylee House, 8 Marchfield Drive, Paisley PA3 2RB. For those customers who choose not to do this, the reclaimable amount will be accepted as a donation.

2.3 Calls to our office are charged at standard geographic rates, from a landline. Lines are open Monday to Friday, 9am - 5pm.

3. Goods

3.1 All orders will be subject to our acceptance of the order

3.2 Due to popular demand and occasional limited availability, our products may sell out quickly. If an item you have ordered is not available you will be notified.

3.3 Although we aim to describe and measure items as accurately as possible, occasionally colours, design and materials may vary slightly from those illustrated.

3.4 If items within your order are permanently out of stock, we may at times substitute your item for a similar product of equal or greater value. If you do not wish to accept this substitute you may return it to us and we will issue you with a full refund.

4. Delivery

4.1 Your order should arrive within 7-14 days where products are in stock.

4.2 We would always advise you to order early to ensure you receive your goods in time for any deadline you may have and to avoid disappointment. We often rely on volunteers to fulfil our orders and this can affect delivery times at peak times such as Christmas.

4.3 We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries or breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, strikes, malicious damage, floods, drought, fire, flood, legislation, failure of ISP or telecommunications provider or other cause beyond our reasonable control. This does not affect your statutory rights.

4.4 For overseas deliveries, please call our office for full delivery charges on 00 44 +141 212 8750.

5. Cancellation and refunds

If you wish to cancel your order, or you are unhappy for any reason please contact our office on 0141 212 8750. If you receive damaged products or we send a product in error or we supply you with a substitute for a product which is unavailable and you do not want the substitute please call us. You may return the products and a replacement or full refund will be provided, including the costs of returning the product to us. Until the product is received by us, you must take reasonable care of it and ensure that it is returned to us in a re-saleable condition.

Full returns instructions can be found on the reverse of the order’s delivery note. Please tell us why you are returning the goods and what you would like as a remedy. If you wish to return non-faulty goods, this should be done within 14 days of receipt. We offer a money-back guarantee on products returned in a good, unused condition. This does not affect your statutory rights.

6. Data protection

The information provided by customers will be held by Glasgow Children’s Hospital Charity for processing and administrative purposes in accordance with the Data Protection Act 2018. Read our privacy statement.

7. Gift Aid

Completing the Gift Aid declaration enables Glasgow Children's Hospital Charity to reclaim the tax on all donations made in the future and over the past 4 years. This will give the charity an extra 25 pence for every £1 donated. To qualify for Gift Aid you must pay an amount of Income Tax and/or Capital Gains Tax at least equal to the tax that all charities and Community Amateur Sports Clubs will reclaim on your donations in the tax year. You understand that other taxes such as VAT and Council Tax do not qualify.

You can cancel the declaration at any time by notifying the charity. From the date of cancellation Gift Aid will not be applied to any donation you make. You may withdraw your permission for us to reclaim the value of the tax paid on your donations within 30 days or at any time subsequently if you wish. Please let us know if your tax status, name or address changes while the declaration is in force. Thank you.

8. Customer services

If you have a query concerning your order please call us on 0141 212 8750, email or write to Glasgow Children’s Hospital Charity, 2nd Floor, 100 Brand Street, Glasgow G51 1DG.

Should you have any feedback on our online shop or the service that we offer, please write to: Glasgow Children’s Hospital Charity, 100 Brand Street, Glasgow G51 1DG or email

Delivery and Returns

Your order should arrive within 7-10 days where product is in stock, but please allow up to 28 days for delivery at peak times. Please note that due to the ongoing COVID-19 pandemic, delivery times are currently longer.

Post and packaging fees

Orders over £50 FREE (standard UK delivery only)

Standard UK delivery £3.95

For international delivery, please call 0141 212 8750


If you are not satisfied with your order, please contact us within 14 days of receipt and we will offer a replacement or refund. This does not affect your statutory rights.

Ordering Help

You can order online 24 hours a day or by telephone. For further assistance please phone 0141 212 8750 or email


All donations will support our work to ensure that all of the babies, children and young people treated at the Royal Hospital for Children, Glasgow receive the best possible care. Should a particular fundraising appeal reach its intended total, subsequent donations will be directed towards an alternative project.