Do you have a question about our shop? The most frequently asked questions we receive are listed below. If they do not answer your question, please contact us and we will be happy to help.
Who can help me with my merchandise queries?
Please contact us via our online form here https://www.bornfree.org.uk/contact
What is Born Free’s postal address?
The Born Free Foundation, Broadlands Business Campus, Langhurstwood Road, Horsham, West Sussex, RH12 4QP UK
How do I place an order for merchandise?
Making a purchase could not be easier. Just browse our store, and add any items that you wish to buy into the shopping cart. After you have finished your selection, click on 'Checkout' and you will be asked for a few details that we need to be able to complete the order.
When you place an order online then we will send your order confirmation by email.
When confirmation of order is received, this is to indicate that we have received your order. It does not indicate that a contract exists between us. In the case of a change of price, we will always contact you first to ensure that the price is acceptable
I don’t have a PayPal account and don’t want to set up one, can I still pay?
Yes, you can still pay without a PayPal account. When you have finished shopping and entered your contact and shipping details into the cart information pages, click on ‘complete order’. This will take you through to a PayPal login page which has at the bottom the option to pay using credit/debit card as a guest.
What are your shipping and handling costs and where do you deliver to?
Due to the increasing costs of international dispatch we have had to review our postage charges to ensure our postage and packing costs were are in line with the actual costs we incur.
To post anywhere in the United Kingdom we charge either £2.99 or £3.99 depending on weight of the parcel.
To post to Europe we charge £14.99 and to Rest of World £19.99.
Products may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that a device's display of the colours accurately reflects the colour of the products. Your product may vary slightly from those images.
Can I change the address on my order once I have placed it?
Once the order has been confirmed by email, we regret that you will be unable to change the delivery address. However, you can contact us via our online form and we will see if we can manually change it.
Where is my merchandise order?
We process and send your order within 3 working days and we would normally expect it to arrive within 7 working days in the UK. Please note - we cannot hold orders for delivery on a specific date. All UK orders are sent using Royal Mail 48 hour or 2nd Class delivery.
Please allow 28 days for delivery for overseas orders
We will accept the return of all products only if they are unused and returned in the original packaging and in a re-saleable condition within 10 days of receipt. Return of products outside this period may not be accepted by us. If products are returned within 10 days of receipt we will offer a full refund or exchange at the price you paid for the item minus the delivery cost. If products are not returned in an acceptable condition it will be at our discretion whether we refund or exchange the product in question and a restocking fee may be charged by us.
We will be happy to refund the delivery charge incurred in sending the Products to you for either of the following reasons:
(1) The Products delivered to you are different to those ordered by you (this refers to Products on your confirmation email); and/or
(2) The Products delivered to you are damaged on arrival or faulty.
Your rights to return goods are protected under the EU Distance Selling Directive which can be found at http://www.hmso.gov.uk/si/si2000/20002334.htm
How to Return an Item
Contact the Born Free Shop team via one of the methods on our contact us page.
Please provide us with the following details:
(1) Order Number;
(2) Email Address;
(3) Reason for return.
In the case of a damaged defective or faulty product, please be prepared to provide a full description of the problem. This will ensure that we can process your return as quickly as possible.
All returns must be sent back to us in their original packaging. In the case of damaged items where the packaging itself is damaged please include the damaged packaging with the returned product.
If you have any queries on our Returns Policy, please contact us.
This Returns Policy does not affect your statutory rights.
Do you accept used postage stamps?
Yes! This is a great way for us to raise extra money for wildlife. Born Free Foundation works with a stamp dealer who operates with various charities, receiving stamps. We ask that you send all stamp donations directly to our dealer. We welcome all stamps, on or off paper. If possible, stamps on paper should have no more than 10mm of single thickness border around them, please do not trim them so close that the perforations are damaged.
If you use High Value Commemorative Stamp(s) or Miniature Sheets (above the rate of a 1st class stamp) on your packaging we will receive an additional 50 pence per item received.
Born Free Foundation
PO Box 638
Please make sure that the postage is correct when you send them!
Thank you for supporting the important work of the Born Free Foundation. We work tirelessly to ensure that all wild animals, whether living in captivity or in the wild, are treated with compassion and respect and are able to live their lives according to their needs.
As a leading wildlife charity, we oppose the exploitation of wild animals in captivity and campaign to keep them where they belong - in the wild.
We promote Compassionate Conservation to enhance the survival of threatened species in the wild and protect natural habitats while respecting the needs and safeguarding the welfare of individual animals.
We seek to have a positive impact on animals in the wild and protect their ecosystems in perpetuity, for their own intrinsic value and for the critical roles they play within the natural world.
Born Free Foundation
Broadlands Business Campus
T +44 (0)1403 240170