1. General Information

    1. Where are Alzheimer’s Society shops located?
    2. How do I contact you?
    3. Profits
    4. What is the websites privacy policy
    5. How much money, from the purchase of the products, goes to the Alzheimer’s Society?
    6. Where does my money go?
    7. How else can I support the Alzheimer’s Society?
  2. Your Alzheimer's Society Shop Account

    1. Why should I create an account?
    2. How do I change my account information?
    3. I’ve forgotten my password or haven’t received my new password
  3. Ordering

    1. How can I place an order?
    2. Where is my order?
    3. How do I find my previous orders?
    4. I am experiencing difficulties placing my order.
    5. Can I cancel an order online?
    6. I have seen a product but it no longer seems to be in stock
  4. Delivery

    1. Do you deliver to internationally?
    2. Why do you have delivery charges?
    3. Do I qualify for free Delivery?
    4. How much does UK delivery cost?
    5. I have only received half of my order.
    6. How long does delivery take
  5. Returns

    1. What is the returns, exchange and refunds policy?
    2. How do I return items?
    3. When will I get my refund?
    4. Can I exchange an item?
    5. How long will it take to get a refund?
  6. Promotions and Offers

    1. Why won’t my promotion code work?
    2. How do I apply a promotional code?
    3. When is the next shop sale?
    4. Where can I buy Christmas cards on the high street?
    5. How do I make a donation to the Alzheimer’s’ Society?
  7. Our Products

    1. Will out of stock items be available in the future
    2. Do you offer discounts for bulk orders?
    3. Do you offer products on a sale or return basis?
    4. I am running an event and wish to sell some of Alzheimer’s’ Society products.
    5. Are you able to customise Christmas cards?
    6. Do you offer gift wrapping?
    7. Do you offer Christmas Cards?
    8. What sizes do your branded clothing ranges come in?
    9. Do you offer assistive products for people living with Dementia?
  8. About the Alzheimer’s Society

    1. What does Alzheimer’s Society do?
    2. Where does my money go?
    3. How else can I support the Alzheimer’s Society?
    1. General Information

    2. Where are Alzheimer’s Society shops located?

      We do not have any stores but there are lots of ways you can support Alzheimer’s Society on the high street, see the shop with our partners section for details.

      We are online at www.alzheimers.org.uk/shop

    3. How do I contact you?

      We would love to hear from you. If you'd like to ask us a question or tell us about your Alzheimer’s’ Society experience, you can contact us by email, phone or post.

      Our UK-based customer care team are available 8am - 8pm, Monday to Friday and 9am- 6pm Saturday to Sunday.

      Give them a call if you want to place your order by phone, or if you need advice about our products or delivery service. The phone number is 03001240900.

    4. Profits

      100% of our products go towards helping the fight against dementia. As a result, every purchase you make really does make a difference.

    5. What is the websites privacy policy

      You can view our privacy policy here

    6. How much money, from the purchase of the products, goes to the Alzheimer’s Society?

      100% of the profits from the products we sell though the online shop e.g. Christmas cards, branded products, gifts and assistive products are used to help fight dementia.

    7. Where does my money go?

      Every gift or product you buy from the Alzheimer’s Society Online Shop is used to help run services such as, National Dementia Helpline, the Dementia Friends programme, and nearly 3,000 local support groups across England, Wales and Northern Ireland.

    8. How else can I support the Alzheimer’s Society?

      There are lots of other ways you can get involved and support our work. Here are just a Few.

      Fundraise- From scaling a mountain to taking part in a Memory Walk, or even throwing a tea party, fundraising is a truly rewarding experience.

      Volunteer- Become one of our inspiring volunteers. There are lots of different roles and volunteering

      Visit our Events page for more inspiration.

    1. Your Alzheimer's Society Shop Account

    2. Why should I create an account?

      Creating an account will mean that your information is stored, which will enable you to use the fast-track checkout and have access to your order history. Unfortunately you won’t be able to track your order via your account.

    3. How do I change my account information?

      If you have registered with us for an account you can change your details by clicking on "log in" on the top right hand section of any page. If you are already logged in, click on my account and amend your details.

    4. I’ve forgotten my password or haven’t received my new password

      Simply click on the ‘Forgot/Update my Password’ link in the sign in page and we will email you a new password to your registered address.


    1. Ordering

    2. How can I place an order?

      You can order online, by phone 03001240900 or using our postal order form. When completed the order form should be sent to: Alzheimer’s Trading Limited, PO Box 637, Wetherby Road, York, YO26 0DQ. 

    3. Where is my order?

      Deliveries can be tracked by signing into your account and then following the tracking link contained in your order.

      Normally you will receive an email within a couple of hours confirming your order. If you haven’t received an email after this time please email alzheimers@mosaic-fs.co.uk or call on 03001240900 who will be able to assist you.

    4. How do I find my previous orders?

      You can find a list of all your previous orders in your Account page. Once you are logged into your online shop account, go to Account (access via the link at the top right of the screen or in the footer links). Select Order history from the links menu on the left to see all your previous orders. You can easily reorder from here.

    5. I am experiencing difficulties placing my order.

      Sorry to hear you are having issues placing your order, please get in touch with us on 03001240900 and we will help you place your order.

      Alternative send us an email on alzheimers@mosaic-fs.co.uk and we will reply to your query.

    6. Can I cancel an order online?

      In some circumstances we may be able to cancel your order, so please call us on 03001240900. However, if you've received email confirmation that your order has already been dispatched or delivered, then you’ll need to follow our returns procedure in the event of any unwanted products.

    7. I have seen a product but it no longer seems to be in stock

      If we are out of stock of an item you can see when it will be back in stock on the product page.

      If we are no longer selling an item then it will be removed from the website.

    1. Delivery

    2. Do you deliver to internationally?

      We do deliver outside of the UK.

      We have a European delivery option at £14.95 and a Worldwide Option at £35. You will be able to select international shipping on our checkout page.

      Please call our customer service team on 03001240900 or email alzheimers@mosaic-fs.co.uk if you have any further questions.

    3. Why do you have delivery charges?

      We understand that the postage charge can discourage people from shopping with us however, the X amount we charge for standard delivery helps cover the cost of postage and packaging. This means more money goes towards our valuable work with people with dementia.

    4. Do I qualify for free Delivery?

       All orders over £50 qualify for our free standard UK delivery

    5. How much does UK delivery cost?

      That depends on the delivery options available for your order.

      Standard UK delivery on orders up to £10 is £2.95

      Standard UK delivery on orders between £10 and £50 is £4.95

      Standard UK delivery on orders over £50 is Free.

      Next Day delivery on all orders is £9.95

    6. I have only received half of my order.

       Please contact us on 03001240900 or email us on alzheimers@mosaic-fs.co.uk and we will resolve your query.

    7. How long does delivery take

      Your order will be processed promptly and we would expect to deliver in 3 to 5 days but please allow up to 14 days for delivery. Some products are despatched direct from the supplier and may take longer to arrive, however we aim to make all deliveries within the above time frames.

      For more information please visit our delivery page

    1. Returns

    2. What is the returns, exchange and refunds policy?

      Please see our returns policy here

    3. How do I return items?

      Please check our returns policy here

    4. When will I get my refund?

      We are happy to offer a refund for orders cancelled and items returned within 14 days of the date of cancellation. Refunds will be processed within 14 days of us receiving your notice of cancellation or, if you have already received your order, our receiving the item(s) back from you.

      The refund will be issued in the same form of payment originally used to make the purchase unless we have agreed otherwise.

      The goods should also be returned to us in a new and unused condition, otherwise we may reduce your refund to reflect any reduction in the value of the item.

      For further information about your rights to a refund, please see our terms and conditions.

    5. Can I exchange an item?

      If you would like to exchange your item, please return it within 14 days in a resalable condition. Please specify the item you require in exchange for the returned item by completing the form on the back of the dispatch note received with your order. Alternatively, please contact our customer service team on 03001240900 who would be more than happy to help you. If you would like to select an alternative product at a different price as a replacement please contact our Customer Service team who will also help arrange payment or refund of the difference.

      Please note that there are certain items we cannot exchange unless they are faulty. For further information about exchanging items, please see our terms and conditions

    6. How long will it take to get a refund?

      We'll credit your debit or credit card within 10 days of us receiving the returned product. Ensure you obtain proof of postage from your post office and retain it until we have received your item and actioned the refund.

      Please note that you do not need to contact us to inform us that you have sent an item back for a refund. Once we have received the goods, we will automatically action your refund. We do not currently notify you that we have processed a refund, so please ensure that you check your bank/credit card statement.

    1. Promotions and Offers

    2. Why won’t my promotion code work?

      Our promotional codes are case sensitive so make sure you have the correct code. Our offers are for a limited time only so make sure its still valid.

      For further help and more information please call us on 03001240900 or email us on alzheimers@mosaic-fs.co.uk

    3. How do I apply a promotional code?

      To apply a promotional code or voucher you need to enter the code at the shopping basket stage. Please enter the code as it appears and note that codes are case sensitive.

      Discounts to total bills are applied to the shopping basket page.

    4. When is the next shop sale?

       We offer promotions are offers all year round so make sure you come back often to get the best deals.

    5. Where can I buy Christmas cards on the high street?

      Unfortunately we don't have any high street shops but you can purchase one of our Christmas Cards from Cards for Good Causes which have over 300 outlets in the UK.

      Alternatively you can purchase online, or via phone on 03001240900. 

    6. How do I make a donation to the Alzheimer’s’ Society?

      There are two ways to make a donation. The first is to specify a donation to be added to your order at checkout. This will be added to the cost of your items.

      The second is to click on the ‘Donate’ button on our Donate page.


    1. Our Products

    2. Will out of stock items be available in the future

      If an item is out of stock we cannot guarantee that we will get it back in stock again. If there is an item that you particularly have an interest in purchasing, please email us at: email alzheimers@mosaic-fs.co.uk or call our customer service team on 03001240900 and we would be happy to confirm this for you.

    3. Do you offer discounts for bulk orders?

      Unfortunately, we aren't able to offer a discount on the bulk order of products.

      We try to be as competitive as possible and our prices are in line with the market.

    4. Do you offer products on a sale or return basis?

      Unfortunately, we don’t offer any of our products on a sale or return basis.

    5. I am running an event and wish to sell some of Alzheimer’s’ Society products.

      We recommend that you buy the merchandise you require for your event from the Online Shop, which can then be sold to cover your costs.

      Alternative you can contact our community events team for fundraising materials, email communityevents@alzheimers.org.uk for more information or help.

    6. Are you able to customise Christmas cards?

      Unfortunately, at the moment we cannot offer personalised Christmas cards but we have a varied range of Christmas Cards which we are sure you will find one or more designs that you like.

    7. Do you offer gift wrapping?

      We have a range of Christmas wrapping paper and gift bags, so make sure you visit our Christmas category page to see our beautiful range of products. 

    8. Do you offer Christmas Cards?

       Yes we offer a varied range of Christmas cards. Visit our Christmas category page to see our latest Christmas cards, gift wrap and accessories.

    9. What sizes do your branded clothing ranges come in?

       The Alzheimer’s Society Online Shop stocks clothing from a number of different manufacturers, the following size tables intended to aid your selection but please be aware there may be some small variations from the sizes.

       

    10. Do you offer assistive products for people living with Dementia?

      Yes, we have an extensive range of daily living products such as, dementia clocks, telephones, eating and drinking as well as reminder products, you can find our entire range of products here.

    1. About the Alzheimer’s Society

    2. What does Alzheimer’s Society do?

       We are here for anyone worried about or affected by dementia. We provide information and support, fund medical and social research, and campaign for better quality of life for people with dementia and greater understanding of the condition.

      Everything we do is guided by the things people affected by dementia have said they want to see in their lives.

    3. Where does my money go?

      100% of our profits helps fight dementia as a result every purchase you make really does make a difference

       £3

      Could pay for 100 people with dementia to receive a help card to help them get help when they’re out in the community.

       

      £9

      Could pay for 100 copies of “This is me”, our popular resource to support people with dementia who are going into hospital.

       

      £25

      Could fund one person to go to our half- day specialist dementia workshops, which ensure that our staff have continuing professional development they need to be experts in their field.

       

      £30

      Could pay for a person with dementia to attend Dementia Café sessions for a month.

       

      £80                            

      Could pay for the printing of 100 copies of our new publication, The Dementia Guide, for people with a recent diagnosis of dementia.

       

       £100

      Could pay to conduct a survey for people like Short changed, which looked into protecting people with dementia from financial abuse.


    4. How else can I support the Alzheimer’s Society?

       You can support the Alzheimer's Society by getting involved with volunteering, taking part in our events, fundraise and shop on our online shop.

      For more information visit our get involved page.