Online Shop Customer Service Charter
1. Legal
Task Trading Ltd is the trading company of Edinburgh Children’s Hospital Charity (Registered Charity Number SC385020). Task Trading Ltd is a company registered in Scotland No. SC123976.
2. Processing your order and payment
2.1 We accept payment by all major credit and debit cards including American Express.
2.2 All prices of products and delivery charges shown on our website are inclusive of VAT and are correct at the time of writing.
2.3 Calls to our office are charged at standard geographic rates, from a landline. Lines are open Monday to Friday, 9am – 5pm.
3. Goods
3.1 All orders will be subject to our acceptance of the order
3.2 Due to popular demand and occasional limited availability, our products may sell out quickly. If an item you have ordered is not available you will be notified.
3.3 Although we aim to describe and measure items as accurately as possible, occasionally colours, design and materials may vary slightly from those illustrated.
3.4 If items within your order are permanently out of stock, we may at times substitute your item for a similar product of equal or greater value. If you do not wish to accept this substitute you may return it and we will issue you with a full refund.
4. Gift Delivery to Wards
4.1 We aim to deliver gifts same day on orders placed before 10 am, Monday to Friday. Gift delivery orders placed after 10 am on a Friday will be delivered the following Monday. We rely on volunteers to fulfil our orders; this can affect delivery at peak times.
4.2 If a gift cannot be delivered for any reason, a refund will be made automatically unless you have elected to donate the cost to Edinburgh Children’s Hospital Charity.
4.3 We cannot accept liability for out-of-pocket expenses or other costs incurred due to failed or delayed deliveries or breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, strikes, malicious damage, floods, drought, fire, flood, legislation, failure of ISP or telecommunications provider or other cause beyond our reasonable control. This does not affect your statutory rights.
5. Delivery of web orders
5.1 Your order should arrive within 7-14 days where products are in stock.
5.2 We would always advise you to order early to ensure you receive your goods in time for any deadline you may have and to avoid disappointment. We often rely on volunteers to fulfil our orders, this can affect delivery times at peak times such as Christmas.
5.3 We cannot accept liability for out-of-pocket expenses or other costs incurred due to failed or delayed deliveries or breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, strikes, malicious damage, floods, drought, fire, flood, legislation, failure of ISP or telecommunications provider or other cause beyond our reasonable control. This does not affect your statutory rights.
5.4 Deliveries will be made to the UK mainland only at this time.
6. Cancellation and refunds
If you wish to cancel your order, or you are unhappy for any reason please contact our office on 0131 668 4949. If you receive damaged products or we send a product in error or we supply you with a substitute for a product which is unavailable and you do not want the substitute please call us. You may return the products and a replacement or full refund will be provided, including the costs of returning the product to us. Until the product is received by us, you must take reasonable care of it and ensure that it is returned to us in a re-saleable condition.
Full returns instructions can be found on the reverse of the order’s delivery note. Please tell us why you are returning the goods and what you would like as a remedy. If you wish to return non-faulty goods, this should be done within 14 days of receipt. We offer a money-back guarantee on products returned in a good, unused condition. This does not affect your statutory rights.
7. Data protection
The information provided by customers will be held by Edinburgh Children’s Hospital Charity for processing and administrative purposes in accordance with the Data Protection Act 2018. Read our privacy statement.
8. Gift Aid
Completing the Gift Aid declaration enables Edinburgh Children’s Hospital Charity to reclaim the tax on all donations made in the future and over the past 4 years. This will give the charity an extra 25 pence for every £1 donated. To qualify for Gift Aid you must pay an amount of Income Tax and/or Capital Gains Tax at least equal to the tax that all charities and Community Amateur Sports Clubs will reclaim on your donations in the tax year. You understand that other taxes such as VAT and Council Tax do not qualify.
You can cancel the declaration at any time by notifying the charity. From the date of cancellation Gift Aid will not be applied to any donation you make. You may withdraw your permission for us to reclaim the value of the tax paid on your donations within 30 days or at any time subsequently if you wish. Please let us know if your tax status, name or address changes while the declaration is in force.
9. Customer services
If you have a query concerning your order please call us on 0131 668 4949, email shop@echcharity.org or write to Edinburgh Children’s Hospital Charity, 1st Floor, 1 Wester Shawfair, EH22 1FD.
Should you have any feedback on our online shop or the service that we offer, please write to: Edinburgh Children’s Hospital Charity, 1st Floor, 1 Wester Shawfair, EH22 1FD or email shop@echcharity.org
10. Delivery and Returns
Gift Delivery Service Fees
There will be a packaging and processing fee of £1.00 applied to all orders.
Post and packaging fees
Standard UK delivery £3.95
Guarantee
If you are not satisfied with your order, please contact us within 14 days of receipt and we will offer a replacement or refund. This does not affect your statutory rights.
Ordering Help
For further assistance please phone 0131 668 4949 or email shop@echcharity.org
Donations
All donations will support our work with babies, children and young people treated at the Royal Hospital for Children and Young People, Edinburgh.