Terms and Conditions

Shop Terms and conditions

These terms and conditions and our Privacy Policy apply to any products that you may purchase on our website www.bbcchildreninneedshop.co.uk, “BBC Children in Need Shop”

Please read these terms and conditions carefully before ordering any products, because, by ordering, you agree to be bound by them. If you do not agree to these terms and conditions, you should not order any products from the BBC Children in Need Shop.

We recommend you print and keep a copy of these terms and conditions for your records.

Terms & Conditions

Terms & Conditions

1. Introduction to Terms & Conditions

2. Who are we?

3. Our Contact Details

4. Service & Product Availability

5. Your Status

6. Our Contract

7. Risk and Title

8. Price and Payment

9. Returns and Refunds

10. Copyright

11. Force majeure (Events outside of our control)

12. Our Liability

13. Safe Shopping - secure guarantee

14. Privacy

15. Transfer of Rights and Obligations

16. Waiver

17. Entire Agreement

18. Invalidity and Governing Law & Jurisdiction


1.            Introduction to Terms & Conditions

These terms and conditions and our Privacy Policy apply to any products that you may purchase on our website www.bbcchildreninneedshop.co.uk and “BBC Children in Need Shop” 

Please read these terms and conditions carefully before ordering any products because by ordering, you agree to be bound by them. If you do not agree to these terms and conditions, you should not order any products from the BBC Children in Need Shop


We recommend you print and keep a copy of these terms and conditions for your records.

2.            Who are we?


The [BBC Children in Need Shop] is operated by Children in Need Limited.  We are a company registered in England and Wales (company number 02461031) and our address is Bridge House, Media City UK, Salford, M50 2BH.  Our VAT number is GB 945 7991 61

We are the trading subsidiary of BBC Children in Need (company limited by guarantee (number 04723022) and a charity registered in England and Wales under number 802052 and in Scotland under number SCO39557).

3.            UK Consumers Only

The BBC Children in Need Shop is only intended for use by people in the UK including Scottish Highlands & Channel Islands, however not Republic of Ireland. We do not accept orders from people outside of the UK.

The BBC Children in Need Shop is also only intended for consumers, that mean people who want to buy our products for personal use and not any business purposes.  If you want to buy any products for your school, college or University or you are participating in Spotacular, please go to bbcchildreninneedshop.co.uk/categories/schools instead.

4.            Your Status

By placing an order through the BBC Children in Need Shop, you confirm that:

you are legally capable of entering into binding contracts;

you are at least 18 years old;

you are a consumer and are not purchasing our products for business purposes; and 

you are based in the UK;.

5.            Our Contract

Orders are subject to availability and acceptance.

The steps required to create a contract between us are as follows:

you must complete the online “check out process” and place an order by clicking “Pay Now”. If you want to correct any errors you have made, you can use the ‘back’ button on your web browser to start again or you can remove items from your basket;

after placing an order, you will receive an email from us acknowledging that we have received your order and payment. Please note that this acknowledgment email does not mean that your order has been accepted as we will have to carry out stock and identity checks first;  

finally, we will send you an email confirming that we have dispatched your products to you (the Dispatch Confirmation). The Dispatch Confirmation email is our acceptance of your order and the contract between us (the Contract) will only be formed when we send you the Dispatch Confirmation.   

If at any point your order has been unsuccessful, we will tell you and you will either not be charged or will be refunded for any unfulfilled products within 14 days after the date of your order.

If we confirm to you that some but not all products that you have ordered have been dispatched, those products that have not been dispatched will not form part of the Contract. In the event of any change, such as a change in price or expected delivery date between completion of your order and Contract formation, we shall inform you and you shall at that point have the right to either: (i) accept such change (in which case your email reply will represent a new offer which we will accept upon notification of dispatch); or (ii) reject such change (in which case your email reply will represent a withdrawal of your order, or the relevant part of your order as the case may be). If you have already paid for the product(s) we will refund the full amount no later than 14 days after the date of your order.

The Contract will be concluded in English.

The details of your Contract will be held by us.  If you require any information about your order, [you can either log-in to your account here or contact Pudsey Helpdesk.

6.           Delivery

We can only deliver within the UK, including the Scottish Highlands and Channel Islands. We cannot deliver to PO Boxes.  We will deliver to the address you provided when you ordered and which is confirmed in your Dispatch Confirmation.

Delivery times are clearly displayed on [our website][the BBC Children in Need Shop] next to each individual product. If no delivery date is specified, your order will be delivered within 30 days of the date of the Dispatch Confirmation.  We will do our best to deliver to you in accordance with such timescales.  However, we cannot always guarantee that we will do so due to factors beyond our reasonable control.

7.            Price and Payment

[We aim to ensure that the prices on [the BBC Children in Need Shop][our website] are correct at all times. However, despite our best efforts, some of the products may be incorrectly priced.  

All prices include VAT (where applicable), but exclude delivery costs, which will be added to the total amount. 

We accept payment via [Paypal using your Paypal account or credit or debit card].

All credit and charge card holders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to authorise payment to us, your order will not be accepted and we will not be liable for any delay or non-delivery. For information on Payment options click here.

8.           Product Information

The product information contained on our website has been published in good faith and we will do our best to ensure that it is accurate. However, occasionally, it may be incorrect, incomplete or out of date due to human error or circumstances beyond our control. Where this is the case, we reserve the right not to accept your order for the affected products, or if your order has already been accepted, not to supply the affected products to you. We will notify you if this is the case and will either not charge you for the product or if we’ve already taken payment, we’ll provide a refund within 14 days after the date of your order.

Colours and appearances of products on computer, tablet or mobile device screens may vary slightly and may not accurately reflect actual products delivered. 

9. Cancellation, Returns and Refunds

I’ve changed my mind and want to cancel

Except in relation to certain products (as described below), if you change your mind, you may cancel your order up to 14 days starting on the day after you receive your order or, where multiple products from one order are delivered separately, up to 14 days starting on the day after you received the last product.  

To cancel, please tell us via the Contact Us page on our websit  or by sending an email to pudsey@bbc.co.uk. Please tell us your name, address, order reference, the date your order was delivered, and provide a clear statement that you want to cancel. You can also use the model cancellation notice set out here. 

You must return the products to us within 14 days of the date you told us you want to cancel (please see our Returns Procedure below).

We will give you a full refund of the price you paid for the cancelled products and any applicable standard delivery charges.  We will process the refund within 14 days from the date we receive the returned products from you or proof that you have sent them to us.

You are under a legal obligation to take reasonable care of the products to be returned whilst they are in your possession. If you fail to do so, we may have a right of action against you for compensation or may reduce the amount of any refund to you.

The products you sent me were faulty

We want to provide you with the best possible customer service and we hope you are delighted with your products. However if your order is faulty, damaged or not as described on our website, please contact us as soon as possible with a full description of issue and a photo if possible and The Pudsey Helpdesk will do their best to assist you. We reserve the right to ask you to send us reasonable evidence of any product affected by such issues.

If you need to return your products please follow our Returns Procedure below.

We must supply products that conform to what you ordered.  As a consumer, you have legal rights in relation to products that are faulty or not as described. Advice about your legal rights is available from your local Citizens Advice Bureau or Trading Standards office. Nothing in these terms and conditions will affect these legal rights.

Returns Procedure         

When returning your products, please ensure you comply with the following conditions. 

please return the products to the following address: BBC Children in Need Returns, PO Box 25, Melton Mowbray, Leicester, LE13 1ZG;


you will bear the cost of returning the products unless they are faulty damaged or not as described on the BBC Children in Need Shop


where possible, we ask that you please return the products in their original packaging. Where this is not possible, please ensure that the products are packaged securely to help ensure that they reach us safely and in good condition;


we recommend you obtain a proof of delivery receipt. This is your proof of return and can be provided if the product you are returning fails to arrive at our Returns Warehouse.

We will provide any refund by using the same means of payment as you used for the initial transaction.

10. Donations

Any additional donations you make through the order process are non-refundable.

11.          Our Liability

We will not be liable to you for any failure or delay in delivering products or for any damage or defect to products that is caused by any event or circumstance beyond our reasonable control. We will contact you as soon as reasonably possible in such an event.

If we fail to comply with these terms and conditions, we are only responsible for any loss or damage you suffer that is a foreseeable result of our breach of these terms and conditions or our negligence, but we are not responsible for any loss that is not foreseeable. Loss or damage is foreseeable if it was an obvious consequence of our breach or if it was contemplated by you and us at the time we entered into the Contract.

We only supply the products on our website for domestic and private use. You agree not to use the products for business, commercial or re-sale purposes (except in the case of buying items in bulk to sell on in aid of BBC Children in Need) and we have no liability to you for loss of profit, loss of business, business interruption or loss of business opportunity.

Nothing in these terms and conditions shall exclude or limit our liability for:

death or personal injury as a result of our negligence;

our fraudulent misrepresentation or fraudulent concealment;

any breach of the terms implied by sections 12 to 15 of the Sale of Goods Act 1979;

defective products under the Consumer Protection Act 1987; or

any other matter which we cannot limit or exclude by law.

12.          Privacy

You must enter certain information during the “checkout” process and also if you register with us e.g. your name, address and telephone number. You are responsible for ensuring that all the information you provide to us is true and accurate.  

We think it is important that you know exactly what personal details we collect from you and how we look after and use them so we have set out full details in our Privacy Policy.

If you pay for your order using Paypal you will be directed to Paypal’s website and Paypal’s own privacy policy will apply.  We are not responsible for how Paypal uses your personal details. We recommend that you check Paypal’s terms and conditions and privacy policy before you use their service.

You must keep your password confidential and will be responsible for all of your account activity. If you think that anyone else might have obtained your password, you must change it immediately.

13.          Safe Shopping - secure guarantee

We place great importance on maintaining the security of the information that you provide and for this reason we use an advanced Internet security system to safeguard your data. In addition, we are Geo Trust approved and have a GeoTrust True Business ID Certificate. All the data that you send through, including your credit/debit card number and name and address, is encrypted and converted into code before it is transmitted across the Internet. Therefore in the extremely unlikely event that the data should be intercepted, it would be encrypted and difficult to decipher.

14. Pudsey Helpdesk

If you have any questions or complaints, please contact us by emailing us at pudsey@bbc.co.uk or calling us on 0345 609 0015 (Monday - Friday 9am to 5pm - all UK calls will be charged at national rates).  

15.          General

We may change these terms and conditions at any time.  You will be subject to the terms and conditions in force at the time the contract is formed between you and us (as set out above) so please check them regularly for any changes.

You may not transfer the Contract or any of your rights or obligations arising under it without our prior written consent. 

Nothing under the Contract shall give any rights to any person who is not a party to it.

As far as is legally possible, all aspects of the contract between you and us shall be governed by the laws of England and Wales and we and you agree to the non-exclusive jurisdiction of the courts of the courts of England and Wales.  In some circumstances, the laws where you live may apply and the courts where you live may have jurisdiction.


In the unlikely event that our Customer Care team are unable to resolve your complaint, and you are still not satisfied following the conclusion of our complaints handling procedure, then you may refer your complaint to the Retail Ombudsman which is a certified Alternative Dispute Resolution Provider (www.theretailombudsman.org.uk). We will respond to any complaint referred to us by The Retail Ombudsman:

via post to The Retail Ombudsman, 33 floor Euston Towers, 286 Euston Road, London, NW1 3DP (Tel: +44 20 3540 8063)

via email to enquiries@theretailombudsman.org.uk

Or, you may be eligible to lodge your complaint on the EU Online Dispute Resolution platform which is available at www.ec.europa.eu/consumers/odr.