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BBC Children in Need Online Shop - Frequently Asked Questions

1. I have forgotten my password?

From the "My Account" sign in page, click the "I've forgotten my password" link and enter your email address. We will then send you a new password. Once you've got your new password, enter it on the Login page and from "My Account" you can change the password to one you'll easily remember.

2. Can I come back to order at a late date?

Log in to your account before you add items to your shopping basket – this will automatically store the products in your basket. If you log out of your account and then back in the items will remain in your basket until either you remove them or you checkout and pay for them. Please note that adding an item to your basket does not reserve it in our warehouse, and the item may go out of stock before you return to your basket. If this is the case we will notify you at the checkout stage. 

3. How can I track or check the status of my order?

Unfortunately, you won't be able to track the status of your order. You will receive an email to confirm that your order has been dispatched. All orders are processed by standard delivery which can take up to 5-7 days to arrive. If 7 working days has passed and your order still hasn't arrived please email pudsey@bbc.co.uk quoting your order number. 

4. Can I cancel my order? 

If you order online you have the legal right to cancel your order within 21 working days of receipt of the goods. You will only be able to exercise this right if you return the goods you ordered at your own cost and in their original packaging. For further information on cancellations, please refer to our Terms & Conditions. 

5. How do I make changes to my order? 

Unfortunately once you have placed your order we will not be able to alert our fulfilment team in time and so you will still receive your order. Upon receipt you can however return unwanted goods for a refund, provided the goods are returned unopened and in their original condition. 

6. Are my personal details secure?

We use the latest in Secure Server Technology to ensure that all personal and transactional information is protected to the highest standards. For more information, please refer to our Privacy & Data Protection policy.

7. Where can I buy BBC Children in Need Merchandise?

You can buy the BBC Children in Need merchandise through our online shop. There is also a range of merchandise available from our Corporate Partners. Click HERE to find out more.  

8. Why is postage not refunded when I return goods?

We will refund postage, including the cost of returning an item to us, where the item is faulty. As a charity we try to minimise costs as much as possible and therefore we are unable to refund postage where items are not faulty.

9. How do I return or exchange an item?

Click HERE for information about returns. Unfortunately we cannot process exchanges - you will need to return your unwanted item and reorder any new items. For further information on your rights for a refund, please visit our Terms & Conditions

10. What items cannot be returned?

All items within the shop can be returned, however, they must be in their original packaging and untarnished.

11. Do you deliver to addresses outside the UK?

Unfortunately we cannot ship items outside the UK. We do ship items to the Republic of Ireland. 

12. When will my order arrive?

We aim to dispatch orders within one working day. Orders are dispatched second class and should reach you in a maximum of 5-7 days. 

13. What happens if I'm out when you deliver?

If you're out when Royal Mail try to deliver, they will leave instructions on how to have your parcel delivered at a different time or where you can collect it from. Please contact Royal Mail in this event.  

14. How can I make a donation to BBC Children in Need?

You can donate to BBC Children in Need in many ways through the official website, just click HERE and select the method you wish to pay with. Alternatively, you can choose to donate a specific amount that will be added to your total order at the checkout. You can also leave a donation at our partner stores nationwide that include ASDA, B&Q, Boots, Post Office and many more that are all raising money for BBC Children in Need. For a full list of our corporate partners, you can click HERE. Please remember, if you are a UK taxpayer, we can claim an additional 25p in Gift Aid from the Government for every £1 you donate. And what's more it doesn't cost you a penny, just tick the box during the process.

15. Can I claim Gift Aid on my order?

Unfortunately, we will not be able to claim Gift Aid on any purchase you make from us. However, if you are a UK taxpayer, we can, with your permission claim Gift Aid on any donation you make to us or have made to us within the past four years. Simply tick the Gift Aid box when you make your donation to us. 

16. How can I get a BBC Children in Need fundraising pack?

You can sign up to your fundraising pack or download lots of exciting fundraising materials by visiting our new 'Fundraising Hero Hub' page where you can gain access to exclusive content. 

17. I am hosting my own fundraising event and would like to order BBC Children in Need Merchandise to sell.

We offer selected merchandise in bulk orders that include Wristbands, Lanyards, Pudsey Ears and Bandanas to sell at your event. Please note that we are unable to offer a sale or exchange for any bulk orders. For more information and support on planning your event, click HERE

18. Why does postage cost £4.25 for small items?

To make things as simple as possible there is one standard postage cost. Based on our past experience, for the majority of orders this represents very good value for money, and for orders of a high weight or number of items it represents a considerable saving on standard Royal Mail postage costs. 

19. How can I check the availability of a particular item or size?

All items are available until they are marked as 'Out of Stock'.

20. What are the sizes & fits of your clothing range?

Our BBC Children in Need clothing is available in different styles and sizes. Please see the full product descriptions for individual clothes for an accurate measurement. 

21. What if I can't find the product I am looking for.

This is the official BBC Children in Need shop where we sell merchandise directly on behalf of the charity. Many of our official partners also make and sell their own merchandise to raise money for BBC Children in Need. To find out about all the products made by our partners, and information about where you can buy them, just click HERE

22. The product I want to buy is out of stock, will it be available in the future?  
Some items will be re-stocked. Please contact pudsey@bbc.co.uk to ask any questions about a specific product that is out of stock.

23. Can I order over the telephone or by post?

We cannot offer a telephone or postal order service at this time. You can order online directly from the BBC Children in Need shop. 

24. How do I get in contact with BBC Children in Need?

For any product queries, you can contact us at pudsey@bbc.co.uk and we will do our best to answer your query within one working day. Alternatively you can call us on 0345 609 0015 and a member of the team will be happy to help. Our offices are open Monday – Friday, 9am – 5pm.  

25. Where can I buy the BBC Countryfile Calender 2016?

We are pleased to announce that the BBC Countryfile Calender 2016 is now available to purchase. You can order your copy by clicking on this link https://www.hcscalendar.co.uk.  A minimum of £4.00 from the sale of each calender will be donated to the BBC Children in Need Appeal. 

26. When is 2015's BBC Children in Need Appeal show?

This year's Appeal is on Friday 13th November 2015 from 7:30pm on BBC One. 

27. Will I get my order in time for Christmas? 

Any order placed from on Friday 18th December 2015 - Sunday 20th December will be sent First Class. This will give us the best chance of getting your goodies to you or a loved one before Christmas day. Unfortunately, we cannot guarantee it, but we will try our best! 


Details of our '1/3 off' promotion  on baby and kids ranges 

We are offering 1/3 off the original retail price on selected products from 28th September 2015 until 22nd November 2015. The selling prices will revert to their original amount on 22nd November. 

For any products in the promotion, 100% of the profits will benefit BBC Children in Need and the donation amount during the promotional period will be as stated in the product details on the online shop, not on the packaging.