Terms and Conditions

1. About the Poppyscotland Shop

The Poppyscotland Shop is the official online merchandise shop for Poppyscotland. It offers products made for Poppyscotland, including poppy jewellery, clothing, stationery and homeware.

One hundred per cent of the profits from purchases made through the Poppyscotland Shop go to Poppyscotland to help fund its work supporting current and former members of the Armed Forces and their families.

You can find out more about Poppyscotland and its work on the Poppyscotland website.

2. Who operates the Shop and how to contact us

The Poppyscotland Shop is operated by Royal British Legion Trading Limited on behalf of Poppyscotland.

Company number: 4783730.
Registered office: 199 Borough High Street, London, SE1 1AA.
VAT number: 240800405.

Poppyscotland is a trading name of The Earl Haig Fund Scotland, a company limited by guarantee registered in Scotland under company number SC194893 and a charity registered in Scotland under charity number SC014096. Its registered office is New Haig House, Logie Green Road, Edinburgh EH7 4HR.

For questions about the Shop or an order, please use our Contact Us page or email shop-support@poppyscotland.org.uk.

The registered offices above are provided for legal notices. Please do not send returns to either address unless Customer Service has instructed you to do so.

In these terms, “we”, “us” and “our” refer to Royal British Legion Trading Limited as operator of the Poppyscotland Shop. “You” and “your” refer to the person using the Shop or placing an order.

3. These terms and other policies

These terms apply to your use of the Shop and to contracts for goods purchased through it. Our Privacy Policy, Cookie Policy, delivery information and Returns Policy also apply where relevant and are available through the website footer or information pages.

If specific terms are displayed for a product, donation, delivery service or offer, those specific terms also apply. If there is a conflict, the more specific term will apply to that product, service or offer, provided it is lawful and was made clear before you ordered.

4. Using the Shop

You may browse the Shop, create or use an account where available and purchase goods for lawful purposes. You must not misuse the Shop, interfere with its operation, attempt unauthorised access, introduce malicious code, use automated systems in a way that places an unreasonable burden on the Shop, or use its content for an unauthorised commercial purpose.

You are responsible for ensuring that the information you provide is accurate and that you are legally able to enter into a contract. We may take reasonable steps to prevent fraud, abuse, unlawful activity or excessive orders intended for unauthorised resale.

5. Customer accounts

Some Shop features may allow or require you to sign in using the email address connected to your customer account. You are responsible for keeping access to your email account and customer account secure and for notifying us promptly if you believe that your account has been used without permission.

We may suspend or restrict an account where reasonably necessary to protect customers, investigate suspected fraud or misuse, comply with law, or address a serious breach of these terms. Please contact us if you need help accessing or closing your account.

6. Products and descriptions

We take reasonable care to describe and display products accurately. Product images are illustrative, and colours or appearance may vary slightly because of screen settings, lighting, manufacturing variations or packaging updates. Measurements and weights may be approximate unless stated otherwise.

Please read the product description, sizing, care information and any restrictions before ordering. Products supplied must be as described, of satisfactory quality and fit for any purpose made known to us, subject to your statutory rights.

7. Prices, taxes, discounts and payment

Prices are shown in pounds sterling unless the Shop clearly displays another currency. Prices include applicable UK taxes where required. Delivery charges and any other payable amounts are shown before you complete your order.

Available payment methods are displayed at checkout. Payment is processed by Shopify and/or the payment provider selected at checkout. We do not receive your complete payment-card details.

We try to ensure that prices are correct. If we discover an obvious pricing or product-information error before accepting your order, we will contact you and give you the option to proceed at the correct price or cancel. We will not increase the agreed price after accepting an order unless the law allows it and you agree.

Where an offer or discount is available, any eligibility, expiry, product, minimum-spend, delivery or combination conditions will be stated with the offer. Check that any expected discount is shown before completing payment.

8. Placing an order and formation of the contract

You can review and correct your Shopping Bag and checkout information before placing an order. By selecting the final payment or order button, you make an offer to purchase the goods in your order under these terms.

An automated order-confirmation email acknowledges that we have received your order; it does not necessarily mean that we have accepted it. Unless we tell you otherwise, we accept your order and a contract is formed when we send you a dispatch confirmation for the relevant goods.

We may be unable to accept all or part of an order because an item is unavailable, payment cannot be authorised, there is an obvious error, delivery is unavailable to the address supplied, legal restrictions apply, or we reasonably suspect fraud or misuse. If payment has already been taken for an order we do not accept, we will refund it.

Please contact us promptly if you need to cancel or amend an order. We cannot guarantee that changes can be made once processing or dispatch has begun.

9. Availability, Coming Soon products and stock notifications

All goods are subject to availability. Adding an item to your Shopping Bag does not reserve it. We will not send a substitute product without your agreement.

A product marked “Coming Soon” is not available to purchase unless the product page expressly offers a pre-order. Displayed release dates are estimates and may change.

Where a “Notify Me” or stock-alert option is offered, you may ask to receive a message if the product becomes available. The notification service may be provided by a specialist service provider acting on our behalf. Signing up does not reserve the product, guarantee availability, guarantee a price, or create an order or contract. We will use the contact information supplied for the requested notification as explained in our Privacy Policy and in any wording shown when you sign up.

10. Optional donations and Gift Aid

The Shopping Bag may offer the option to add a voluntary donation to Poppyscotland. A donation is separate from payment for goods and is passed to Poppyscotland to support its charitable work.

Gift Aid cannot be claimed on payments for goods. If a Gift Aid option is offered for an eligible donation, you must read the declaration carefully and only select it if you meet the stated conditions. You are responsible for the accuracy of your declaration and for any tax difference that the declaration says you must pay.

Donations are generally non-refundable, except where required by law or where a donation was processed in error. Please contact us promptly if you believe that an error has occurred.

11. Delivery

Free standard UK delivery is currently available on qualifying orders where the eligible order value is £40 or more. The Shopping Bag may show progress towards this threshold, but final eligibility and the delivery charge are confirmed at checkout. Product eligibility, discounts, delivery destination and other stated conditions may affect the calculation.

The delivery destinations, services, costs and estimated times available for your order are shown at checkout. We aim to deliver within the estimate provided and, unless a different period is agreed with you, no later than 30 days after the contract is formed.

An order may arrive in more than one parcel. You are responsible for supplying a complete and accurate delivery address. Please contact us promptly if you identify an address error, although we may be unable to change it after processing has begun.

You become responsible for the goods when they are delivered to you or to a person you nominate to receive them, other than the carrier. Ownership passes when we have received payment in full and the goods have been delivered.

For deliveries outside the UK, the recipient may need to pay import taxes, customs duties or other local charges. These are normally set by the destination country and are the customer’s responsibility unless checkout expressly states otherwise.

12. Your right to cancel an online order

Subject to the exceptions below, you normally have the right to cancel a contract for goods without giving a reason from the date the contract is formed until 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. If one order is delivered in separate parcels on different days, the period normally ends 14 days after receipt of the final parcel.

To cancel, tell us clearly that you wish to cancel by using the Contact Us page, emailing shop-support@poppyscotland.org.uk, writing to Royal British Legion Trading Limited at 199 Borough High Street, London, SE1 1AA, or using the model cancellation form at the end of these terms. You do not have to use the form.

After telling us that you wish to cancel, you must return the goods without undue delay and normally within a further 14 days. Unless the goods are faulty, incorrect or we agree otherwise, you are responsible for the direct cost of returning them. Please obtain proof of postage and follow the return instructions provided by Customer Service.

The right to cancel does not normally apply to personalised or custom-made goods, perishable goods, sealed audio, video or software products once unsealed, or sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. Other statutory exceptions may also apply and will be stated before purchase where relevant.

13. Refunds following cancellation

If you cancel the whole order within your legal cancellation period, we will refund the price paid for the cancelled goods and the cost of our least expensive standard delivery service. Any additional amount paid for an enhanced or faster delivery service is not refundable unless required by law.

You may inspect goods as you would reasonably do in a shop. We may reduce the refund to reflect a loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We will make the refund without undue delay and normally within 14 days after receiving the returned goods or, if earlier, receiving evidence that you sent them back. If the goods were not dispatched, we will normally refund within 14 days after you tell us that you are cancelling. Refunds are made using the original payment method unless you expressly agree otherwise.

14. Our additional 30-day returns policy

In addition to your legal rights, eligible unwanted goods may be returned within 30 days of receipt under our voluntary returns policy. Please provide proof of purchase and return the goods, as far as reasonably possible, in their original condition with labels, tags and packaging intact.

The voluntary policy does not normally apply to personalised or custom-made goods, perishable goods, donations, goods returned after the stated period, or sealed goods that cannot be returned for copyright, health-protection or hygiene reasons once opened. These exclusions do not limit your rights where goods are faulty, incorrect or not as described.

Exchanges are subject to stock availability. If an exchange is unavailable, an eligible refund will be offered. Unless the goods are faulty, incorrect or we agree otherwise, you are responsible for return postage under this voluntary policy.

15. Faulty, damaged, incorrect or misdescribed goods

Your statutory rights apply if goods are faulty, damaged, incorrect, not as described or not fit for purpose. Depending on the circumstances and timing, you may be entitled to reject the goods for a refund, or to request a repair or replacement and, where appropriate, a price reduction or refund.

Please contact us as soon as reasonably possible and provide your order details and information about the problem. Where goods are confirmed to be faulty or incorrect, we will provide or reimburse reasonable return arrangements as required by law.

16. Shop availability and third-party services

We aim to keep the Shop available and accurate, but access may occasionally be interrupted for maintenance, updates, security, technical faults or circumstances outside our reasonable control. We do not guarantee uninterrupted or error-free access, although this does not affect an order already accepted or your statutory rights.

The Shop uses third-party services, including Shopify, payment providers, delivery providers and, where enabled, stock-notification or other app services. Links to third-party websites are provided for convenience. Third parties may have their own terms and privacy information, and we are not responsible for content or services that they provide independently of us.

17. Intellectual property

Unless stated otherwise, the text, images, designs, graphics, logos, trade marks, software and other content on the Shop are owned by us, Poppyscotland, or our licensors and are protected by intellectual-property laws.

You may view the Shop and print or save reasonable extracts for personal, non-commercial use. You must not reproduce, modify, distribute, sell, license or commercially exploit Shop content without the prior permission of the relevant rights owner.

18. Our responsibility to you

We are responsible for losses that are a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for losses that were not foreseeable, for losses caused by information or instructions supplied by you, or for business losses where you are acting wholly or mainly for business purposes.

Nothing in these terms excludes or limits liability where it would be unlawful to do so, including liability for death or personal injury caused by negligence, fraud or fraudulent misrepresentation, or your statutory consumer rights.

19. Personal information and cookies

We use personal information to operate the Shop, process orders, arrange delivery, provide requested stock notifications, manage donations and Gift Aid where applicable, prevent fraud and meet legal obligations. Please read the Privacy Policy linked in the website footer for details of how personal information is collected, used, shared, retained and protected, and how to exercise your data rights.

The Shop also uses cookies and similar technologies. Please read the Cookie Policy and use the available cookie controls to manage optional cookies where applicable.

20. Changes to these terms

We may update these terms to reflect changes to the Shop, our services, business arrangements or the law. The version in force when you place an order will normally apply to that order, unless a change is required by law or is expressly agreed with you. The latest revision date appears at the top of this page.

If any part of these terms is found to be invalid or unenforceable, the remaining parts will continue to apply. A delay in enforcing a right does not waive that right.