Order & Delivery FAQs

Please read before contacting us if you don't mind.

Please add hello@pinyourthanks.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

Delivery FAQs


Why is the delivery time around 3-4 weeks?

We try to keep as minimum stock as possible to avoid waste and save money that we can give to the charities, therefore we tend to make your badges as the order comes in. We also have the challenges of trying to do things during a pandemic.

What impact does Covid-19 have on my order?

We have implemented a number of measures to take care of you and the #PinYourThanks family during these challenging and uncertain times.

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?

Yes we can deliver to PO Boxes.

What are our delivery options?

All UK orders are shipped with Royal Mail and all EU orders are shipped with DHL who use local delivery companies. You can see all of our shipping prices in our shipping policy. We either ship standard or recorded delivery depending on the number of pins you order.

Delivery times may vary around Bank Holidays & Public Holidays.

We also deliver to most parts of the EU. You can see the zones we ship to in our  shipping policy.

Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands may take longer.

Deliveries are currently taking a long time, Bad Covid.

Order FAQs


Why is the delivery time around three to four weeks?

We try and keep as minimum stock as possible to avoid waste and save money that we can give to the charities, therefore we tend to make your badges as the order comes in. We also have the challenges of trying to do things during a pandemic.

How many pin badges can I order?

You may order maximum four pins per design and 10 pins in total.

If you wish to order larger quantities of pins for a company or business please email us at hello@pinyourthanks.org

What if I make a mistake and want to cancel my order?

Please think about the impact on our volunteers and charities first (every cancellation costs time and money). However, if you do wish to cancel your order, please contact us immediately at returns@pinyourthanks.org with the following information:

Name
Order Number
Email Address
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?

In the event that you've received your order and you find an item is missing, we may have removed the item due to being out of stock. In this instance, you will be contacted via email and given the option to choose an alternative item.

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 hello@pinyourthanks.org with the following information:

Order Number

Missing Item(s)

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?

In the unlikely event you have received a defective item, please contact us immediately with the following information:

Your order number
Which item(s) is damaged
A clear description
Photographic evidence

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?

Please contact your payment provider who should be able to give you more information.

My order status is complete, does that mean it should have been delivered?

No, status 'complete' simply means your order has been fulfilled by our team and it's currently on the way to you.

What if I have received an incorrect item?

In the unlikely event you have received an incorrect item, please contact us immediately, including the following information:

Name
Order Number
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?

You can pay for your order by using many types of credit or debit cards and PayPal. You may also pay using a gift card if you have one.

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?

We offer returns in the UK if you contact us within 14 days of receiving your item. 
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?

You can keep the gift card code and enter it manually upon checking out. This is easy, however, if you lose your gift card code, we will not be able to replace 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.