Frequently Asked Questions

1. I do not have a Paypal Account can I still buy items from your online shop?

Yes, you DO NOT need a PayPal account to shop with us. Simply Checkout as a Guest when you are taken to the PayPal page. For full information on how to pay please see our Payment page here.

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

We cannot offer a telephone service at this time. Postal orders are only available for Schools as part of our Schools Fundraising Packs. You can order online directly from the BBC Children in Need shop

3. Where do you deliver to?

We are able to deliver orders to addresses throughout the UK and Northern Ireland. This includes the Scottish Highlands, Channel Islands and The Isle of Man.

4. When will my order arrive?

We aim to dispatch orders within two working days but this may be slightly longer during the build up to Appeal 2017. The contents of your order will decide the delivery method.  We use a number of services to get the best value for money.  Royal Mail deliveries are sent second class and courier deliveries are dispatched on a 2-3 day service.  If you haven’t received your order within 10 working days of your dispatch email, and are not in a location with a longer delivery time listed in the Delivery and Returns policy then please contact us using the form here with your order number.

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

Orders will be dispatched either by courier or Royal Mail.

By courier: You will receive an email to confirm that your order has been dispatched.  This email will include a tracking number. You then may receive additional updates from the courier advising you of when you can expect your order to be delivered.  If 10 working days have passed since your order confirmation and your order still hasn't arrived please use the Contact Us form quoting your order number.

By Royal Mail: You will receive an email to confirm that your order has been dispatched.  If your order has been dispatched via Royal Mail then, unfortunately, we are unable to provide a tracking number. All orders are processed by standard delivery which can take up to 5-7 days to arrive. If 10 working days have passed since your dispatch email and your order still hasn't arrived please contact us using the Contact Us form quoting your order number. Locations that are further away from our dispatch office may mean your order may take a little longer and we ask that you kindly give us a little more time to deliver your order if this is the case. To see if this applies to your location Click Here.

6. I have not received an email confirmation of my order.

If you have not received an email confirmation within an hour of placing your order please email us at Pudsey@bbc.co.uk .

7. Can I cancel my order?

If you are an individual ordering products for personal use (rather than a school customer), you have the legal right to cancel your order within 14 days starting on the day after you receive your order. You must return the products to us at your own cost.  We advise you to try and keep the products in their original condition as much as possible. For further information on cancellations, please refer to our Terms & Conditions. To cancel your order please use the Contact Us form or email Pudsey@bbc.co.uk or you can find our model cancellation form here.

NB:  Schools customers cannot cancel their orders.

8. How do I make changes to my order?

If you notice any details in your order are incorrect, please let us know as soon as possible and we will try to amend this for you. If we are unable to amend your order, we will still deliver your products according to the details you originally inputted however, you can cancel your order and return the items to us and get a refund.   See “Can I cancel my order?” above.

9. What can I do if my order hasn't arrived in the post?

The delivery times stated on the Shop website are only an estimate. Check here to see if you are in a location where delivery may take a little longer than 10 working days to complete.

Royal Mail will not consider something as officially “lost in the post” until 10 working days have passed since the date of dispatch.  This is because in the majority of cases the parcel will turn up – either delayed by Royal Mail, signed for by a neighbour, or left at the depot to collect.  If you still haven’t received your order after 10 working days have passed, and are not in a location with a longer delivery time listed in the Delivery and Returns policy, please contact us using the form here and we will investigate further.

10. How do I return or exchange an item?

Click here for information about returns.  When you receive your delivery there will be a delivery note included. On the back of this, there is a section allowing you to tell us what is wrong with the product and if you would like an exchange or a refund. In terms of exchanges; we are only able to exchange for an alternative size and should you require a different style then please ask for a refund and re-order your desired t-shirt.  For further information on your rights for a refund, please visit our Terms & Conditions.

Please note that we are unable to exchange schools orders

11. What if an item is missing from my order?

If no additional note is enclosed and the item is showing on your dispatch note, this may be a warehouse error, so please contact us using the form here and we will investigate and dispatch the missing items as quickly as possible.

12. What do I do if an item arrives damaged or incorrect?

If your order arrives and the items do not match your dispatch note or if any of the items within your parcel are damaged then please contact us using the form here.  We will rectify the situation as soon as possible. You can also return the items to us using the returns form in your dispatch note, telling us whether you would like a refund or replacement.

13. What items cannot be returned?

If you are a schools customer and have placed an order on our school's pages, you cannot return items unless they are faulty.

Otherwise, all items within the shop can be returned provided that you cancel your order within 14 days of the day after you receive your order.  You must return your items to us and we ask that you try and return items,  in their original packaging and untarnished.

14. What are your postage costs?

Our postage costs are dependent upon the contents of your order.  We will, however, dispatch your order on the most cost effective and secure service available to us.  These costs are then reflected in your P&P.  Please see here for more information on our postage costs.

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

If you're out when our couriers or 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 them directly in this event. 

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

Many of our corporate partner retailers 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.

17. The product I want to buy is out of stock, will it be available in the future? 

From time to time products can become out of stock on our website.  Where we are expecting more stock in or if a product is available from our corporate partner retailers, it will be shown on the product page.  If you are visiting one of our corporate partner retailers, we would recommend that you contact your local store directly to advise on availability.

18. 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 and consult the size chart.  You can view our size chart here the link to which is also available on each relevant product page.

19. Do you offer discounts?

Unfortunately, we are unable to offer discounts for bulk orders.  Individual items do however sometimes go on sale.  You will be able to see where this is the case on the product page.  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.

20. 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. Our payment partner PayPal will store your payment details and this is never seen by BBC Children in Need. For more information, please refer to our Privacy & Data Protection Policy. We ask for your email address and phone number so that we can keep you up to date with your order and delivery. We want to ensure that you are able to track your delivery and part of this comes from our carriers. We work with our 3rd parties to ensure that the information we collect is destroyed in line with industry standards and that it is only used for its intended purpose.

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

You can sign up for your fundraising pack or download lots of exciting fundraising materials by visiting www.bbc.co.uk/Pudsey.

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

You can contact us through our Contact Us form or email us at Pudsey@bbc.co.uk . We will do our best to answer your query as soon as we can. 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, 9 am – 5 pm.     

23. When is the BBC Children in Need Appeal show 2017? 

This year's Appeal is on Friday 17th November 2017 from 7:30 pm on BBC One.

24. Where does my money go?

In order to administer the Charity efficiently, fundraise creatively, manage the funds raised professionally and operate as an effective grant-maker, BBC Children in Need incurs costs.

When the public donates a pound to BBC Children in Need, this is a pound that goes to help change the lives of disadvantaged children and young people. This includes the costs of ensuring our grants are allocated to excellent projects in communities across the UK making a tangible difference to young lives; monitoring and evaluating the project to ensure the money is being used to maximum effect and ensuring that grantmaking is supported, processed and governed responsibly.

25. How much goes to BBC Children in Need?

All profits from the sale of all the products on our website benefit BBC Children in Need.  The exact donation amount is stated on the swing ticket of the item you have purchased and/or will be detailed on the product page of the item itself on the website.