Delivery and Returns

Postage & Packing

Our postage and packing prices to any UK postal address are:

Standard UK delivery £3.95

Orange Laces delivery - There is no charge for delivery of our Laces if they are ordered on their own but the standard charge will apply for postage if you have included other products with your laces

If you would like products delivered to any location overseas please ring our customer care team on 01761 473120 or email retail@nos.org.uk. and they will be able to give you a quote for postage & packing.

We are unfortunately unable to deliver to PO Box numbers.

Delivery

Your order will be processed immediately but please allow up to 14 days for delivery.  If you have any queries regarding your order please call our customer care team on 01761 473120 or email retail@nos.org.uk.

Small packages will be delivered by Royal Mail and large packages by courier. If you're out when the courier attempts delivery, you will receive a card with details of how to arrange re-delivery.

Alternatively, your parcel may be left in a safe place, such as your porch. When buying online, please write any special instructions in the 'delivery instructions' section at the checkout.

Your order

In some cases, products may be dispatched by different suppliers.  We will do our best to deliver all products within the specified time.  However some products may take longer to arrive than others.

If your order contains a mix of products, you may receive your packages separately. These may arrive on different days. Please bear this in mind and wait a few days before enquiring about incomplete deliveries.

Tracking your order

After we have processed an order for delivery we will text and email you with your tracking code so you can track your order (this service is only available if the order is over 1kg and is being sent via Interlink courier).

Substitutes

Every possible effort is made to supply the goods of your choice but if occasionally any item is not available, a carefully selected alternative may be sent. This does not affect your statutory rights.

Returns

Every item is accurately described and honestly illustrated. If you find that you are unhappy with the quality or value of an item, or your goods are damaged in transit, please return the item(s) to us within 28 days of receipt. We will replace the goods or refund your money, whichever you prefer. Postage costs will not be refunded. This is in addition to your statutory rights.

Please note that charitable donations made with orders cannot be refunded.

Returns Procedure

Please complete the returns form which was enclosed with your order and return any goods for a refund or replacement to National Osteoporosis Society, Gillards, Trident Works, Marsh Lane, Temple Cloud, BS39 5AZ.

Please pack any goods returned securely to prevent damage in transit. We would recommend that you use a signed for service. We would also ask you to include a copy of your invoice or a note with your name & address to speed up our returns process.

Orange Laces returns

If you want to return our orange laces these need to be returned separately with your order number, name and address, reason for return to: National Osteoporosis Society, Skinners Hill, Camerton, Bath, BA2 0PJ.  

Notice of damage, defect or incorrect delivery

If your goods arrive damaged, incomplete, incorrect, or if there is a shortage against the quantities specified on your delivery note, please notify our customer care team on 01761 473120 or retail@nos.org.uk within 3 working days, quoting your customer number and the delivery note number.

Should an expected delivery or part delivery not arrive, you must notify us within 10 working days of the invoice date.

Cancellations

 As we process orders immediately we cannot cancel orders once they have been placed.  However if you have changed your mind and your order is unwanted please follow the returns procedure.