Shipping Information
Please note, we're currently only able to accept orders sent to UK Mainland delivery addresses. Please check back in early 2026 for other shipping destinations.
We want your order to reach you safely and in good time. The information below explains how we deliver, what to expect after you place an order, and your rights if you change your mind or something arrives damaged.
Feel free to contact us at onlineshop@chelsea-pensioners.org.uk if you need help with an order.
Where we deliver
We currently deliver to addresses in the United Kingdom.
At this time we do not ship overseas.
Delivery charges
Currently, throughout December 2025, we're using a straightforward flat delivery rate so you always know what to expect.
- Delivery charge: £5.00 per order
- All orders are sent using Royal Mail or another trusted carrier
- No additional fees apply for larger or heavier items
Dispatch and delivery times
We aim to process and dispatch orders within two working days. This may be longer during public holidays or periods of high demand.
Once dispatched, Royal Mail delivery usually takes two to three working days.
Please note:
- Working days exclude weekends and bank holidays
- Orders placed after 14:00 are processed the next working day
- Delivery times may vary for remote locations
You will receive an email confirming that your order has been dispatched.
Packaging
We pack all items carefully to ensure they arrive in good condition.
Where possible, we use recyclable or reusable packaging. Fragile goods receive additional protection.
Changing your mind
Under UK consumer law, you have the right to cancel your order for any reason within 14 days of receiving your items.
To exercise this right:
- Contact us within 14 days to let us know you wish to return the item
- Return the goods to us within 14 days of notifying us
- Items must be unused and in their original condition
- You are responsible for the return postage cost
Once we receive the returned goods, we will issue a refund to your original payment method within 14 days.
Please include your order number inside the parcel so we can process your refund quickly.
Please note, the above does not apply to perishable or customised items.
If your order arrives damaged or is defective
If an item arrives damaged, faulty, or not as described, please contact us as soon as possible.
Under the Consumer Rights Act, you are entitled to a replacement or refund.
Please note:
- You must notify us of the issue within 14 days of receiving your item
- We may request photos of the damage to help us resolve the issue efficiently
- Faulty items must be returned, we will refund the cost of return postage for faulty or damaged goods
- You may choose a replacement or a refund
We aim to resolve these issues promptly and with minimal inconvenience.
Returns address
Please return items to:
Royal Hospital Chelsea Gift Shop
Royal Hospital Road
London
SW3 4SR
Include your name, order number, and reason for return so we can process your request without delay.
Contact us
If you have a question about delivery, returns, or an existing order, please contact:
Email: onlineshop@chelsea-pensioners.org.uk
We are available Monday to Friday during normal working hours: 9:00am - 5:00pm