Contact us & FAQs

Contact the Choose Love Team

Merchandise Enquiries

merchandise@choose.love

Press and Media

media@choose.love

Frequently Asked Questions

Who are Choose Love / Help Refugees?
Can I return/exchange an item?
When will I receive my order?
What if I am not home when they deliver?
What countries do we ship to?
Where is my delivery?
I have placed my order, can I add more items?
Can I cancel my order?
Can I change my delivery details?
What method of payment can I use?
What is our approach to packaging?
More questions about your purchase?
Media or publicity enquiry?


Who are Choose Love / Help Refugees?

Choose Love, and its sister organisation, Help Refugees, do whatever it takes to identify, close and prevent gaps in services and protections for refugees and displaced people. We are a lean, passionate team driving a fast-paced global movement across 15 countries. We elevate the voices and visibility of refugees and are the only funder of agile, community-based organisations providing vital support to people along migration routes globally. In just five years, we have reached over one million displaced people and have worked with over 35,000 volunteers. We now support over 135+ projects across Europe, the Middle East and the US-Mexico border, providing everything from lifesaving search and rescue boats to food to legal advice. We are powered by you and by our vision - a world that chooses love and justice every day, for everyone.

In 2020, we acknowledged our role in perpetuating power and privilege dynamics within charitable giving and movements for change. We committed to operating solely under the name Choose Love rather than Help Refugees by the end of 2020, as this unifying name more accurately reflects the change we want to see in the world. This work is underway and is reflected in our branding of the stores this year, but unfortunately, we are not as far along in this process as we would like. Despite this, we are still actively moving towards this goal as part of a wider move from a model of charitable giving to one of social justice.

You can read our statement of solidarity here.

Can I return/exchange an item?

 

Who are Choose Love / Help Refugees?

Regrettably, due to our supplier costs and the way our systems work, products which are returned or exchanged will not result in a charitable donation. We understand that in some cases returns and exchanges are unavoidable, but we request that you please only do so if your purchase is not wearable or giftable.

To return an item, please email us at merchandise@choose.love with your order number and reason for return. We will then provide further instructions.

When will I receive my order?

We aim to handle orders quickly and efficiently, with most orders dispatching within 24 hours of being placed; however, some orders may take longer than this to process. Orders cannot be processed on Saturdays, Sundays and UK Bank Holidays.

Due to the covid19 pandemic and the current surge in online shopping. Orders may take slightly longer to arrive to you but please be assured that it is being processed. UK orders should arrive within 5 working days. For Europe please allow 10 workings days. For USA please allow up to 15 working days.

What if I am not home when they deliver?

We recommend you use a delivery address where there will be someone to receive and sign for the delivery. For many of our customers this may be a work address. However, if you are out, the usual procedure is for the delivery service to leave a “We Stopped By” card (or similar). You can then collect from a depot or re-arrange delivery for a time that suits you.

We do not accept liability for any delivery instructions issued to the delivery company by the customer. If you leave instructions requesting a parcel to be left in a different location you deem as a “safe place” such as in the shed, garage or with a neighbour, we cannot accept responsibility if you fail to receive your parcel.

What countries do we ship to?

United Kingdom, United States of America, Åland Islands, Albania, Andorra, Armenia, Austria, Belarus, Belgium, Bosnia & Herzegovina, Bouvet Island, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Georgia, Germany, Greece, Greenland, Guadeloupe, Guernsey, Hungary, Iceland, Ireland, Isle of Man, Italy, Jersey, Kosovo, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Moldova, Monaco, Montenegro, Netherlands, North Macedonia, Norway, Poland, Portugal, Romania, San Marino, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine, Vatican City.

Where is my delivery?

You can track your order using the tracking number and the link on your dispatch confirmation email.

I have placed my order, can I add more items?

Unfortunately, we’re not able to edit orders once they are placed. You will have to place a new order.

Can I cancel my order?

Unfortunately, we can only cancel orders that have not already been dispatched. Please email merchandise@choose.love as soon as possible with your order number to cancel your order. We will do our best to help.

Can I change my delivery details?

Sadly, we’re not able to change your delivery details once the order has been dispatched. Please email merchandise@choose.love to enquire about changing your delivery details and we will be able to assist you if your order has not already been dispatched.

What method of payment can I use?

We accept the following methods of payment: Visa, MasterCard, American Express. Items are charged at point of order.

What is our approach to packaging?

We are trying to make sure our packaging is as sustainable and environmentally friendly as it can be but we always appreciate feedback on how we can improve.

More questions about your purchase?

Please get in touch at: merchandise@choose.love

Media or publicity enquiry?

Please get in touch at: media@choose.love