delivery and returns

Postage

Postage rates:

Our standard delivery service is normally 3 -5 working days.

• Free delivery on a wide selection of leaflets and guides
• Free UK delivery on orders over £50
• Standard delivery - £3.99

Some products may be sent out direct from the supplier or another fulfilment house. They will be delivered under separate cover and despatched within 3-5 working days. We are sorry but we are unable to offer tracked delivery or next day delivery on these products.

International delivery

We are sorry but due to financial constraints placed on the cost of overseas delivery unfortunately we don’t currently offer this service. 

Ordering by phone or mail order

You can order immediately and check stock availability by calling on 0800 585 088.

Opening hours: Monday - Saturday 8am - 8pm and Sunday - 9am - 6pm.

Cheques should be made payable to Diabetes UK Services Ltd and sent with an order form or letter to:

Diabetes UK
PO Box 621
York House
Wetherby Road
Long Marston
York
YO26 7NH

Orders will be fulfilled on receipt of payment only.

Delivery

We will endeavour to deliver your order within seven working days, but please allow up to 30 days for delivery.

General orders

The number of items that can be ordered on the shop is limited. For bulk orders you can call 0800 585 088 or email diabetesuk@mosaic-fs.co.uk for details and price.

Any profit from from the shop goes to Diabetes UK Services Ltd, which covenants all its taxable income to Diabetes UK.

Cancellations

To cancel your order please email shop@diabetes.org.uk or telephone 0800 585 088.

Refund policy

We appreciate your custom and will endeavour to deal with any situations regarding dissatisfaction with our service and products as quickly as possible.

To allow us to deal with your query quickly and effectively please keep all acknowledgement emails and quote your order number in all correspondence.
You have the right to cancel your order within 14 days of receipt of the goods.  Orders cancelled within 14 days of being placed will be refunded in full on receipt of any returned goods (if applicable). Postage costs will not be refunded.

Faulty goods will be refunded in full, including postage costs. Any query with regard to refunds can be addressed to our distribution department at the freepost address below or by calling freephone 0800 585 088. We appreciate your feedback and value your custom.

Goods received must be returned to the address below, unused and in their original packaging where possible.  Take the securely packaged item to your nearest Post Office.

Freepost Plus RTTR-ZRJH-SKSA
Diabetes UK
York House
Wetherby Road
Long Marston
York
YO26 7NH

Diabetes UK returns policy on clothing

Diabetes UK is willing to exchange any clothing in their original packing which are found to be ill-fitting or the wrong size.

We ask that they are returned unworn to the address above with a note detailing the size you would like in exchange and the delivery name and address to send it to.  The customer will be liable for any postage costs incurred in returning the goods for exchange or refund, unless the goods are faulty.

Diabetes UK returns policy on medical products

In the case of faulty medical products we do not require these to be returned to us. Instead you can supply us with an image of the product by emailing shop@diabetes.org.uk and we will arrange a refund or replacement for you.

All other general enquiries should be sent to:
Diabetes UK
Wells Lawrence House
126 Backchurch Lane
London
E1 1FH

or telephone 0345 123 2399*

*calls may be recorded for training and quality purposes