If you have a query about your order, you can contact the Wales Air Ambulance administration team Monday – Thursday, 9am – 5pm; and on Fridays, 9am – 4.30pm.
Online shop administration team
Telephone: 0300 0152 999 (option 1)
Post: Wales Air Ambulance, Ty Elusen, Ffordd Angel, Llanelli Gate, Dafen, Llanelli. SA14 8LQ.
All profits raised from products sold through the online shop goes towards Wales Air Ambulance and keeping its four helicopters flying. You can find out more about the service your money is helping to fund on our website. [Link to About Us page]
Sometimes items sell out due to popular demand. In these instances, we will endeavour to replenish stocks but this is not always possible. If you have placed an order for an item that is no longer available, our administration team will get in touch with you to offer you an alternative item or a refund.
You will receive an email confirming that your order has been placed. Payment is taken straight away via PayPal. We endeavour to process all orders within 72 hours of being received, and items are posted shortly afterwards. Whilst you should normally receive your order within a week, please do allow up to 14 days.
Amending your order
You can amend your order at any time before it is dispatched. Please contact our administration team who will be happy to help you.
Cancelling your order
You have a legal right to cancel your order prior to it being dispatched. The easiest way to do this is to email us at firstname.lastname@example.org, and we will email you back to confirm that we have received your cancellation. Your cancellation is effective from the date you send us the email. Please include your order details and reference number. You can also contact our administration team by telephone on 0300 0152 999 (option 1).
We endeavour to process all orders within 72 hours of being received, and items are posted shortly afterwards. Whilst you should normally receive your order within a week, please do allow up to 14 days. Purchased goods are usually delivered by Royal Mail Second Class. We may use other delivery services from time to time.
Postage for orders of £20 and under costs £1.99. We charge postage for these orders to ensure that we keep our overheads as low as possible. This ensures that we can put as much money as possible towards the charity’s helicopters. Orders with a value of £20.01 and above will not incur a postage and packing charge.
Your delivery address can be different to your home billing address, so you can arrange for your order to be sent to your workplace or a neighbour who you know is in during the daytime.
Problems with your order
If you haven’t received your order within 14 days of it being dispatched, please contact our administration team. Similarly, if you receive an incorrect or damaged item, please contact us within 7 days. We will offer you a replacement item or a full refund, as per our returns policy.
In the unlikely situation that you receive an item that is damaged or faulty, we will give you a full refund, including the cost of returning the item to us. If you simply change your mind, we will refund the cost of the item, but the cost of returning it to us will be your responsibility.
We do not refund postage and packing costs after 14 working days of receiving the purchased goods, unless the item is damaged or faulty. We reserve the right to refuse a refund on items that have clearly been worn, laundered or used. This does not affect your statutory rights.
Here’s how to return an item to us:
- Contact our administration team on the details at the top of this page within 14 days of receiving the item, and let them know you wish to return it. You can choose to receive either a replacement item or a refund.
- Carefully repackage the item, including a copy of the invoice and order details in the return parcel to help us identify your order.
- Send your returns through a service that insures the value of the goods. We recommend recorded delivery.
- Keep proof of postage. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.
Returned items should be sent to:
Wales Air Ambulance
Once we receive your returned item(s), we will refund the amount back to your credit or debit card within 14 days. This is subject to normal postal services and does not include weather conditions, industrial action or other extraordinary circumstances outside the control of Wales Air Ambulance.
Exchanging an item
You are entitled to a replacement product up to a maximum of 14 days after you have received your order if, for example, the product you ordered arrived damaged or was the wrong size.
To exchange an item, please follow our returns procedure above. If your item is in stock, we will endeavour to replace the item within 14 days of receipt. If your item is not in stock, we will provide the date that it will be available or offer a refund. The cost of returning the item to us is your responsibility unless the item is faulty or damaged.