Delivery & Returns

The Donkey Sanctuary has produced the following information about payments and returns when ordering goods from our online shop.

To provide the best value for money, we charge the following shipping rates:

• £3.95 - UK (excludes adoptions) for purchases under £40.
• Purchases within the UK which total over £40 are eligible for free postage (excludes adoptions and donations).
• £10 - Europe.
• £20 - Rest of world.

We aim to deliver within seven days from receipt of your order but please allow a further seven days before querying non-delivery. Overseas orders may take longer to be delivered. We regret it is not possible to accept orders where delivery is to be made to a Post Office Box number.

For information about last order dates and recieving devlieries in time for Christmas, please read our 2024 Christmas last order dates guide.

You can still place orders on our Online Shop. However, please be aware that additional import duties and taxes may apply when your order reaches its destination country.

Due to the changes resulting from Brexit, as of 1 January 2021, all shipments to EU countries are now processed under DAP (Delivery At Place) terms. This means that any applicable import duties and taxes will be assessed and charged upon arrival in the destination country.

Please note: EU customers are no longer charged VAT on purchases made through our Online Shop.

Your rights to return goods are protected under the Consumer Rights Act 2015.

You have the right to cancel your order and return the goods within 14 calendar days of receiving them for a full refund, including the cost of standard delivery. To exercise this right, please contact us via email or telephone and provide your order number.

Your refund will be processed within 14 days of our receipt of the returned goods or proof of return. You are responsible for the direct cost of returning the goods unless we have agreed to cover these costs. We recommend taking adequate postal insurance to cover the value of the items being returned.

Please note that pierced jewellery cannot be returned for hygiene reasons.

This cancellation policy does not affect your rights if the goods are faulty or misdescribed.

These terms apply to your order. We may change our terms and conditions at any time, so please review them regularly.

None of these terms affect your legal rights. If any term is held to be invalid under any applicable statute or rule of law, that term will be omitted to the minimum extent necessary to comply with the law without affecting the validity or enforceability of the remainder.