Frequently Asked Questions

We have answered some common questions below.

How do I place an order?

Thank you for supporting the charity. To make a purchase simply choose a product from the shop, then select your preferred size, colour and quantity. Click the 'Add to cart' button. Once you had chosen all of your items, click the basket icon in the top right of the page. Check your order and click 'checkout'. You will be prompted for your payment and delivery details.

What payment methods do you accept?

We accept all major credit and debit cards and Paypal.

Unfortunately we cannot accept cash, cheques or invoice companies.

How is the money used?

Break have many vital services that support children, young people and families in the Eastern region. You can learn about our work here. 

We’ll always ensure that profits from your online purchases support these vital services, where there is the greatest need. 

In some cases, certain products fundraise for a specific appeal e.g a Christmas appeal. In those cases, it will be stated in the product description.

Thank you for choosing to make a difference by shopping with us.

Can I collect my order from one of your charity shops?

Unfortunately, as items are printed to order, we are not able to offer a collection service at this time.

What do you mean that an item is co-produced?

Co-production lies at the heart of Break. It's vital that we listen to the voices of the people we support as their lived experiences is invaluable. We involve those we support in the development of the service and our collective voice as much as possible.

To extend this, our young people are behind many of the ideas, designs or have provided feedback on our products. 

How do I place a return

You can make a return within 30 days of receiving your order. You, the buyer, are responsible for return postage costs. We strongly advise you keep proof of posting/use a trackable service. We may not be able to refund lost items.

Once the product has been received, processed and confirmed to be in perfect, resalable condition, your refund will be processed within 14 days, minus the initial postage cost.

You can make the return request by logging into your account here.

My item is damaged - help!

We are sorry if you've received a damaged item. We want to resolve this as quickly as possible. Our products are printed to order, and sent directly from the printing company. Therefore, please email us (communications@break-charity.org) with a photo of the issue. Include the name on your account, order number and details of the issue. We will then investigate this with the printers and advise on the solution.

Please bear with us. As a charity we do not have a dedicated merchandise team so our team are often fundraising in the community. They will reply as quickly as possible.

How long will it take for my order to arrive?

Each item is printed to order.

Please allow up to 10 working days for UK orders to arrive or 30 days for international orders to arrive.

We recommend ordering by the 13th December for UK deliveries to recieve it in time for Christmas day.

If your order hasn't arrived within in that time, please get in touch by emailing communications@break-charity.org.

Do you offer international shipping?

Yes we ship to most countries, though remember these can take longer to arrive. It's usually 15-30 days.

Orders that are shipped overseas may be subject to custom duties, and these are not included in the purchase price. As the buyer, you're responsible for these charges - unfortunately we have no control over them and cannot predict what they may be. Customs policies vary widely from country to country. If you'd like any further information, you should contact your local customs office.

As the buyer, you are also responsible for the cost of postage should you wish to return any items from overseas.

How do I track my order?

If your order hasn't arrived after 10 days (30 for addresses outside the UK) please get in touch as we can provide the tracking details.

How do I contact customer support?

You can contact our fundraising team via communications@break-charity.org

As a charity we do not have a dedicated customer support team so please bear with us. Your query is important to us.

An item or size is out of stock

Unfortunately occasionally the printer doesn't have all items or sizes in stock. Keep an eye on the store as they may restock.

What is your privacy policy?

You can view our privacy policy here.

How do I subscribe or unsubscribe to your email newsletter?

We would love to welcome you to the Break community! You can opt in to our e-newsletter at the checkout. Alternately, you can sign up here.

You will find a link to unsubscribe at the bottom of every newsletter email.

Alternatively you can email our Communications team. If possible, please include the reason you are unsubscribing as feedback is valuable to us. communications@break-charity.org

I have another question...

Sure, we'd love to hear from you! Get in touch by emailing fundraising@break-charity.org or send us a private message via our Facebook page.

 Please read the further terms and conditions here.