FAQs

Where does my money go when I order an item from the website?

When you buy a product from the Sue Ryder Online Shop, as we are part of the Sue Ryder Charity, you’re helping to support us. 100% of our profits help provide our palliative, neurological and bereavement support. To find out more about the charity please visit https://sueryder.org

How do I track my order?

DPD is our main courier and they will allocate your delivery slot by text message or email before your order is due to arrive. They will include a link for you to track your order. Some smaller items are delivered by Royal Mail and do not include tracking. Some items will be delivered direct from the manufacturer; this will be highlighted in the individual listing. For more information about delivery please visit https://shop.sueryder.org/delivery-information

How do I place an online order?

You can place your order online 24 hours a day, 7 days a week. You can create a Sue Ryder account, log into your account and start shopping or you can place an order as a guest. Phone support is also available on 0800 917 8123 between 9 am - 5 pm, Monday to Friday (excluding bank holidays).

What delivery options to you have?

To find our full delivery options please visit our delivery page https://shop.sueryder.org/delivery-information

What is your main customer service number?

Customer Service is open from 9 am -5 pm Monday to Friday (excluding Bank Holidays) on 0800 917 8123. Alternatively you can the team at sales@sueryder.org and we will endeavour to get back to you on the next working day.

What is your returns policy?

Our full returns policy is available at https://shop.sueryder.org/returns-policy

Can I change my delivery address once my order has been placed?

You can change your delivery address details as long as we receive the new address in writing and before the item has been despatched. Sometimes if an order is placed via Paypal please be aware that Paypal may revert to the original delivery address. You can contact our customer service team at sales@sueryder.org with a request to change the delivery address details.

My order is on pre-order, when will I be charged?

Your total order value will be charged on completion at checkout.

Are your items suitable for commercial use?

Please be aware that our larger items of furniture and garden furniture are made for domestic use only and are not made for commercial use. Commercial use will invalidate any warranty on the product.

I wish to cancel my order?

If you wish to cancel your order for any reason please see our returns policy for details https://shop.sueryder.org/returns-policy

Where are my legs?

To prevent damage, many of our chairs come with the legs stored in either a zip or Velcro compartment beneath the seat.

The product I received is not 100% the same as the picture on your website, why is that?

We endeavour to make sure that all images represented on our website match the actual item when received. However, in some cases, where there is a natural fibre concerned, like marble, there may be a slight variation in colour due to natural imperfections.

During the payment process at checkout, 3D secure does not seem to load/work. What do I do?

It may be that you currently have a pop-up blocker installed on your web browser which is restricting the additional 3D Secure page from opening. Please disable the pop-up blocker for a few minutes and then you will be able to complete your payment.

Press Enquiries

For all press and media enquiries, please contact a member of the Press Office team at pressoffice@sueryder.org