FAQs - Customer Services

Frequently asked questions (FAQs) about shop orders and customer services.

FAQs on this page

How do I know my order has been processed?

You will receive an order confirmation email from us providing a summary of the items purchased and shipping details. Please do make sure the shipping address is correct.

When can I expect my order to arrive?

Delivery times will vary depending on where you are ordering from and which delivery service you choose. For Standard Delivery in the UK, please allow up to 7 working days for delivery.

Read information on our Shipping Policy, including EU and International orders.

My order hasn't arrived yet, where is it?

We are sorry to hear your order hasn't arrived yet. Please contact our friendly Customer Services team using the details at the bottom of this page. Please make sure to provide us with your shipping address so we can make sure it matches what we have on our records. We will only investigate missing UK orders if they haven't arrived 10 working days after they were dispatched. See below for orders with an incorrect shipping address.

I entered an incorrect shipping address at checkout, can you please amend it?

Please contact our friendly Customer Services team using the details at the bottom of this page. Please make sure to provide us with the correct shipping address. As we use an external Fulfilment Warehouse, we can't guarantee that changes will be made before orders are shipped. Once orders are dispatched, we can't change the delivery address, so a new order will have to be placed.

Can I return an order I placed?

Sustrans has a 30-day return policy, which means you have 30 days after receiving your item to request a return.

Unfortunately, we cannot accept returns for international orders.

To find out more, please visit our returns policy page.

If you would like to request a return, please contact our Customer Service team at Customer.Services@sustrans.org.uk.

Is there anywhere you can't ship to?

We are currently unable to ship to Switzerland, Lichtenstein, Norway and Iceland.

Why isn't my discount code working?

Please contact our friendly Customer Services team using the details at the bottom of this page.

Why can't I access my shop account?

We re-launched our shop in February 2022 which means you no longer have to log in or make an account to place an order. You can order straight from the shop.

Contact the Customer Services team

Please contact our friendly Customer Services team using the following details:

Email: Customer.Services@sustrans.org.uk 
Telephone: 0300 303 2604