FAQs

1. Where can I buy WWF Products? 
The shop website can be found at shop.wwf.org.uk.

2. Why is there no catalogue this year? 
The decision for no catalogue was made back in 2013 due to the rising costs, which were felt not to be good use of supporters money, and people’s preference to shop online. We have listened to our supporters and are planning to reintroduce a smaller version for Christmas 2019. All of our products can be found online at shop.wwf.org.uk with new products added regularly.

3. How are parcels dispatched? 

Off the shelf products: Our fulfilment house aims to ship your order within 24hrs, if your order is placed before 2pm on working days (Mon-Fri, excluding Bank Holidays and Public Holidays). After 2pm, it will be sent on the next working day via the following methods: 
Royal Mail 2nd Class under £10 = £2.50, over £10 = £4.95, free for orders over £50
Royal Mail 1st Class £7.50
Guaranteed next day delivery before 1pm (for orders placed today before 2pm) £12.50

Personalise products: Please allow up to 10 working days (Mon-Fri, excluding Bank Holidays and Public Holidays) for UK mainland deliveries. These will be shipped via the methods stated in the paragraph above except guaranteed next day delivery – this is not available for personalised products.
Occasionally, personalised products may be in high demand and out of stock. We will inform you about the progress of your order if this happens.

WWF x Zaggora: Orders will start being dispatched w/c 24th November 2018, after this date, all orders within the UK, will be delivered via DPD on a Next Day Service, if your order is placed before 3pm on working days (Mon – Fri, excluding Bank Holidays and Public Holidays). Orders placed after 3pm, will be processed on the next working day (Mon – Fri). Orders placed on a Saturday or Sunday are processed on a Monday excluding Bank Holidays.

We’ll send you an email with the tracking number and shipping confirmation.

4. How can I pay for my purchases? 
Once you’ve found a product you wish to purchase, select the item by making sure you have correct amount in the quantity box, and then click on ‘add to basket.’ If you change your mind while browsing, just click on the basket icon to add or remove items from your basket. Before you check out, click on the ‘Update basket’ button so your shopping basket is completely up-to-date.

5. Which payment methods can I use? 
We accept all major credit and debit cards including Visa and MasterCard and we also accept PayPal. Unfortunately, we can’t take card, cash or cheque payments by telephone or post.

6. Is this WWF website secure? 
Yes, the WWF website and shop are secure (you can check this by looking for the padlock icon in your web browsers address bar).

7. Can I change the address on my order once I have placed it? 
Once the order has been confirmed by email, we regret that you will be unable to change the delivery address.

8. Can I have my parcel delivered to a different address? 
Of course you can! Once you’ve completed your name and address, and chosen the delivery option you want you can add a delivery address if it’s different from the billing address.

9. What if I make a spelling mistake on my personalised item?
If you wish to make a change to a personalised item you have ordered please contact our personalisation customer services team immediately - kate.lillingstone@stareditions.com. We will let you know if the change is possible. If it is possible we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If you order has already gone into production we will not be able to change your order. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar.

10. Can I write in another language or use special characters on my personalised item?
Our system does not support languages other than English. This is due to the nature of the fonts we use. Please check with us prior to ordering if you are unsure.

11. What if I want to cancel my personalised item?
Unfortunately, it is not possible to cancel orders for personalised items.


12. Can I return my personalised item for a refund?
Unfortunately, we do not accept returns of personalised items due to the bespoke nature of personalisation, unless there is a manufacturing error or fault with the product. If there is a manufacturing error or product fault with your item please contact our customer services team - kate.lillingstone@stareditions.com.

13. My order arrived and the spelling is wrong!
Please remember, our personalised items are completely custom made for you, so our machines will print the exact message you enter when ordering. We highly recommend that you carefully review your personalisation information before submitting your order. In particular, we recommend that you double check all spelling, names and grammar. 

If your personalised item does arrive with a mistake, we cannot accept responsibility unless the fault was a result of the personalisation process. If this happens, please contact our customer services team - kate.lillingstone@stareditions.com, so we can check your order to see what was entered originally during the order process.

14. How do I return any items? 

Off the shelf products: If any part of your order isn’t what you expected or is faulty, please complete the returns information on the back of your delivery note. Include this return information in your parcel and return to: WWF-UK Shop, Codestorm House, Walton Road, Portsmouth, PO6 1TR. You have 14 working days from the receipt of the parcel to return any items. Please ensure you use the original packaging and that it is in a saleable unsoiled condition. It’s useful if you make a copy of the front and back of your delivery note in case you need it as a reference.

Personalised products: Unfortunately, we do not accept returns of personalised items due to the bespoke nature of personalisation, unless there is a manufacturing error or fault with the product – see Point 12

WWF x Zaggora:
You can return any item to us within 14 days for a full refund. We’ll pay to send you the replacement, if you want a different size or style. To return or exchange items, please contact WWF customer care kconnor@wwf.org.uk, with your order number and items you wish to return/ exchange. We will provide you with a return authorisation and details of where to send your return.
Please kindly ensure that you include all provided return documentation with your return package so that we can process your return / exchange quickly.

15. Can I place my order over the phone? 
Unfortunately we have no facility for taking orders over the telephone.

16. I don’t have access to a computer? 
Unfortunately there are no other options at this time.

17. Where can I buy WWF logo’d clothing? 
The online shop has a range of different clothing including our iconic panda logo – shop.wwf.org.uk.

18. Where can I purchase a Panda Made Me Do It T-shirt? 
The online shop has a range of Team Panda clothing including our iconic panda logo The panda made me do it t-shirt – shop.wwf.org.uk.

19. How can I pay for WWF Products? 
The online shopping site provides several ways to pay for your purchases with credit or debit cards, Paypal and Amazon Pay.

20. How long will my order take?

Off the shelf products:
Our fulfilment house aims to ship your order within 24hrs, if your order is placed before 2pm on working days (Mon-Fri excluding Bank Holidays and Public Holidays). After 2pm, it will be shipped the next working day.

Personalise products: Please allow up to 10 working days (Mon-Fri, excluding Bank Holidays and Public Holidays) for UK mainland deliveries.
Occasionally, products may be in high demand and out of stock. We will inform you about the progress of your order if this happens.

21. Do you deliver outside of the UK? 
Unfortunately currently we do not deliver worldwide.

22. I have a query regarding my order? 

Off the shelf products: The customer helpline number is 02392 313885 and is open from 9am – 5.00pm. Alternatively you can email wwfshop@codestorm.co.uk with your query.

Personalised products: Please contact our personalisation customer services team immediately - kate.lillingstone@stareditions.com.

WWF x Zaggora: Please contact Kim Collins – kcollins@wwf.org.uk or Karen Connor – kconnor@wwf.org.uk.

23. Why do I need to create an account when shopping? 
You have the choice of either creating an account or checking out as a guest. The account is a new feature which enables you to accurately input your information and allow you easy access to view your account when needed.

24. What do you do with the information that is inputted into my account? 
We will ask for your name, email address, billing and shipping addresses and telephone numbers. This account information is kept along with your order history to enable us to contact you about your order. You can view your account information and the status of your orders by clicking on the "My Account" page at any time. We do not store your credit card information, as your payment will be processed by Stripe or Paypal via their SSL accredited servers.

25. How can I sign up for a newsletter or more information about WWF? 
You can request to subscribe to our newsletter or for more information by ticking the Stay In Touch box. This can be found on the checkout page. You can request to unsubscribe at any time by clicking the ‘unsubscribe’ option at the bottom of any correspondence you receive.

26. What happens to my data? 
Your details are very important to us and we do not sell your data to any third parties.

27. What are WWF’s eco-criteria?
We strive to offer gold standard sustainable products, and request all our suppliers meet our extensive eco-criteria. For example, this covers paper and wood from FSC certified sources, single use plastics and organic cotton for textiles. There are many other eco-credentials that we aim to meet – if you would like further information please email retailandlicensing@wwf.org.uk.

28. What is your refund policy? 

Off the shelf products:
If you've changed your mind and no longer want the items you can return these in all the original packaging to WWF-UK Shop, Codestorm House, Walton Road, Portsmouth, PO6 1TR within 14 working days of receiving the parcel. Please select the reason for your return on the reverse of the delivery note and enclose this in your parcel for return. It is also recommended that you copy both sides of your delivery note for your own records. If your item(s) are faulty, please select the reason 'faulty' on the returns slip and provide an explanation of the fault in the comment section on the returns slip. Return the item(s) to WWF-UK Shop, Codestorm House, Walton Road, Portsmouth, PO6 1TR within 14 working days of receiving the parcel. We will refund you for the items that are faulty and the cost for returning the faulty items to us. If the faulty items were part of an order with other items we will not refund the original delivery postage costs.

Personalised products: Unfortunately, we do not accept returns of personalised items due to the bespoke nature of personalisation, unless there is a manufacturing error or fault with the product – see Point 12

WWF x Zaggora: You can return any item to us within 14 days for a full refund. We’ll pay to send you the replacement, if you want a different size or style. To return or exchange items, please contact WWF customer care kconnor@wwf.org.uk, with your order number and items you wish to return/ exchange. We will provide you with a return authorisation and details of where to send your return. Please kindly ensure that you include all provided return documentation with your return package so that we can process your return / exchange quickly.
If you made a donation with your original order, this donation does not form part of the price of the product and we will not be able to refund any such item.

29. Can I just exchange my item for another? 
At this time, we do not offer an exchange policy.

30. Does all the money from each sale go back to WWF? 
The online shop is a trading company for WWF and 100% of all proceeds are donated back to WWF to support the work we do.

31. How can I contact the WWF shop?

Off the shelf products:
By calling us on 02392 313885 or email us at shop@wwf.org.uk or WWF-UK Shop, Codestorm House, Walton Road, Portsmouth, PO6 1TR

Personalised products: By calling us on 01483 426444 or email us at kate.lillingstone@stareditions.com or write to us at WWF-UK Shop, The Living Planet Centre, Rufford House, Brewery Road, Woking, Surrey GU21 4LL

WWF x Zaggora products: By calling us on 01483 426444 or email us at kconnor@wwf.org.uk or write to us at WWF-UK Shop, The Living Planet Centre, Rufford House, Brewery Road, Woking, Surrey GU21 4LL