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).
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 firstname.lastname@example.org and we will endeavour to get back to you on the next working day.
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 email@example.com 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.
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.
Every item you buy online with Sue Ryder, will show someone you care – from our hard working doctors, nurses and carers, to every person and their family in need of palliative, neurological or bereavement support.
Sue Ryder supports people through the most difficult times of their lives. Whether that’s a terminal illness, the loss of a loved one or a neurological condition – we’re there when it matters. Our doctors, nurses and carers give people the compassion and expert care they need to help them live the best life they possibly can.
Sue Ryder Direct Ltd (registered company no 889743) is wholly owned by Sue Ryder (1052076) and trades only to raise funds for its parent charity's objectives. Sue Ryder registered as a charity in England and Wales (1052076) and Scotland (SC039578)