Order & Delivery FAQs
What about getting deliveries before Christmas?
If you opt for our standard delivery service, your order may well struggle to arrive before Christmas (It varies very much from area to area). If you use our Royal Mail Tracked 24hr Service on the 22nd Dec, we are relatively confident that your order arrives in time for Christmas*
Any pins ordered between 23rd and 27th Dec will be dispatched after Christmas around the 28/29th of December, those ordered after 30th Dec will start their journey to you on 4th Jan.
*Unfortunately, we cannot 100% guarantee deliveries over this period but we’ve based our Christmas delivery on advice from Royal Mail. Please remember, we’re in a pandemic and the biggest ever Christmas online shop so things may take a little longer in the Royal Mail system. If you have a delivery question, our team of volunteers are always happy to help.
What about international deliveries?
Our deadline for Christmas international deliveries was the 18th December so any orders made from now on will not arrive before Christmas. You can still give our tokens of heartfelt thanks at any time and our Elves will be on standby and the website will remain open.
Update: Please email us before you place any international order required for Christmas.
Are the #PinYourThanks volunteers around over Christmas, what about web orders?
Absolutely, we’ll be here and ready to help all across the festive season. If things are a touch slower than normal, apologies but we’ve probably collapsed on the sofa with a food coma.. We won't be sending out deliveries on Christmas Day, Boxing Day, or New Year's Day, but you can still place orders using our website and get in touch with us by email should you need to (see above re delivery dates).
What happens if my pin badges haven't arrived in time for Christmas?Although we always volunteer with gusto to get those lovely pin badge deliveries to reach you on time, more people than ever are doing their Christmas shopping online and our local posties have been going above and beyond to keep us all connected with our loved ones in this difficult time. This means that this year there is an exceptionally high number of letters and parcels being sent, so things may take a little longer in the Royal Mail system than usual.
If you have received a shipping confirmation, then your badge should be on its way to you. Remember to check with your neighbours and in any “safe place” your postie might have left your parcel—you never know, your badge might already be there waiting for you! Otherwise, you can always give our friendly Support Team a shout. We are always happy to hear from you!
Delivery tracking says it’s been delivered, but I haven’t seen my pins!?
We would be super grateful if you could check with any family members, neighbours, or in any “safe delivery places” you may use. Check the dog's bed too, they are terrible for chomping on a bit of post. We’ve only had a very small handful of missing badges and they’ve normally turned up after looking in these places. If still no show then please get in contact!
Please read before contacting us if you don't mind.
Please add firstname.lastname@example.org to your email safe senders list to ensure you receive all our order emails OK.
We do our very best, but we are just a group of volunteers trying to enable the good people of the UK to have their own ‘People’s Medals’!
We would be super grateful if you could make sure you read all the FAQs and other information on the website before contacting us as we are very low on resources and trying to operate during a pandemic.
Please think twice before you send an enquiry or request a return. The more time and money spent on these activities results in less for our charities.
For help placing an order, have a look at our step-by-step guide.
Thanks so much x
How long will it take for my pin(s) to arrive?
What impact does Covid-19 have on my order?
Everyone is working remotely except our fulfilment partners. Any packing spaces are subject to daily cleansing and they have adopted social distancing and have multiple checkpoints to sanitise their hands at regular intervals throughout the day.
As long as the postman keeps coming to collect, we are able to continue to fulfil your orders albeit a lot slower than normal.
Do we deliver to PO Boxes?
What are our delivery options?
Delivery times may vary around Bank Holidays & Public Holidays.
Check out which countries and regions we deliver to via the following link shipping policy.
Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands may take longer.
Deliveries are currently taking longer than usual due to Covid.
Where do we deliver to?
How long will it take for my pin(s) to arrive?
Where do we deliver to?
How many pin badges can I order?
We would advise that if you wish to order larger quantities of pins for a company or business, please email us at email@example.com
What if I make a mistake and want to cancel my order?
Clear details on the amendment you require
We will always strive to amend your order before it leaves but we aren't always able to. In this instance, we will do all we can to help out but cannot be held accountable for your mistake.
What do I do if there is something missing?
If we have received no response within 48 hours of this email, the item will be refunded from your order and the remaining items sent.
If you haven't received an email notification about an item being out of stock, but you're still missing an item, please contact us immediately at firstname.lastname@example.org with the following information:
Our team of volunteers will look into the matter and will resolve the issue for you as quickly as possible.
What do I do if I have received a defective item?
Your order number
Which item(s) is damaged
A clear description
Unless proof of damage has been verified by a member of the support team, we cannot action a refund, credit or exchange.
Once we've received the above information, we will work quickly and efficiently to ensure the problem is rectified instantly.
Please do not return any damaged goods unless advised by us as it may result in a slower resolution time and we don't always require the faulty item back.
My payment was declined what should I do?
My order status is complete, does that mean it should have been delivered?
What if I have received an incorrect item?
Item that you did not receive
Item that you received in its place
Photograph of item
Once you have sent this information, the team can work to rectify the problem and send you out the correct item.
Unless proof that you have received an incorrect item has been verified by a member of the team, we cannot begin to take the steps needed to rectify the problem.
Please do not return any wrongly received goods unless advised by a member of our team, it may result in a slower resolution time.
How can I pay for my order?
We take fraud very seriously, meaning all payments will be subject to security checks put in place by #PinYourThanks, our banks and your card provider.
In the event that your payment has failed 1 or more security checks, you will be contacted by a member of the team who may ask for further identification in order to release your order. Failure to provide the information we require will result in your order being cancelled and refunded.
How do I make a return and are they free?
Your return will only be free if you have received a damaged or faulty item. If you wish to return for any other reason, it is your responsibility to cover the delivery cost back to us.
Please note: all items returned must be unworn in the original condition with tags and packaging.
Returns take 5-10 business days to process once received.
Depending on the volume of returns we're experiencing, it can take a few days to be processed on to our system.
Once you've received your email notification that we've received your return, refunds and exchanges can take a further 10 working days to be processed.
If you do have any concerns, click here and get in touch with our team, they'll no doubt be able to answer any queries you may have!
I've received a gift card, what do I do with it?
Gift cards do have an expiry date so use them within six months please.
If you've received a gift card and it isn't working, contact us and we'll get back to you with a solution as soon as possible.