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Alzheimer's Society


1. Do Alzheimer’s Society have charity shops?

We do not have any high street shops but we recycle a wide range of items – from currency and clothes, to old jewellery, technology, stamps, cameras and cars. This page explains what you can donate and how to do it.


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

100% of our profits goes to Alzheimer’s Society to help fund our work to support all those who need our help and ultimately find a cure for dementia. As a result, every purchase you make really does make a difference. Find out more about  where your money goes.


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

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

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


4. I am running an event and would like to sell some of Alzheimer’s’ Society’s products, what should I do?

You can contact our Organise Your Own team for more information and help with fundraising materials.




My Account


1. 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.


2. 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. 


If you would like to change your account email, please contact us on


3. 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.

If you have any problems with your account, please call our team on 0333 366 0035 (local rate) and they can talk you through the process.





1. How can I place an order?

You can order online, by phone on 0333 366 0035 (local rate), by email or you can use the order form in our catalogues.


2. How can I track my order?

Deliveries can be tracked by following the tracking link contained in your order despatch email.

Normally you will receive an order confirmation email within a couple of hours confirming your order. If you haven’t received an email after this time, please call our team on 0333 366 0035 (local rate) or email


3. How do I view 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.


4. How can I get help with my order?

Sorry to hear you are having issues placing your order, please call our team on 0333 366 0035 (local rate) or email


5. Can I cancel an order online?

In some circumstances we may be able to cancel your order, so please call our team on 0333 366 0035 (local rate) or email 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.


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

If we are out of stock of a product you can see when it will be back in stock on the product page. You can also ask to be notified by email when it’s back in stock. If we are no longer selling a product, it will be removed from the website. Our team are happy to help with any questions so please call our team on 0333 366 0035 (local rate) or email


 7. Can I place a Trade order?

Yes, we have lots of orders from organisations such as NHS Trusts, Care Homes, and Local Authorities. Please call our team on 0333 366 0035 (local rate) or email for more information or to set up account. They will be able to discuss setting up an account, invoicing, bulk orders, and any other enquiries you have.

8. What is VAT relief?

VAT relief means you can save money on many of our helpful everyday products as we don’t have to charge 20% VAT. Products with VAT relief are clearly labelled on our website and catalogues and show the VAT relief price in pink.

You are eligible for VAT relief if you have dementia or are considered chronically sick or disabled, and you are buying the product for your personal use. This also applies if you are family, friend or carer buying on behalf of someone who is eligible.

For more information visit our  VAT relief page.






1. Do you deliver to internationally?

We do not currently offer international delivery.  We will be reviewing this and hope that in the future we can re-introduce this service.  We apologise that we cannot help on this occasion. 


2. Why do you have delivery charges?

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


3. How much does UK delivery cost?

Our standard postage and packing prices to any UK postal address are:

  • Standard UK delivery - £3.99
  • Express UK delivery - £7.99


Express delivery – Orders placed by 1.00pm, Monday-Thursday, will be despatched for the next working day. There is no next-day service on Friday for weekend delivery. All express deliveries will be delivered between the hours of 08.00 and 20.00. Please note, next day service is not guaranteed by courier companies currently, so please allow two days for express delivery.

With all orders you will be sent a tracking link via your email so that you can keep track of your order.


4. I have only received half of my order.

In some circumstances we may split deliveries if one product is out of stock or coming from a different supplier. Our team are happy to help with any questions so please call our team on 0333 366 0035 (local rate) or email and we will resolve your query.


5. 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 see our delivery page or call our team on 0333 366 0035 (local rate).




Returns & refunds


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

If a product is unsuitable or you’re unhappy we offer a 28-day hassle-free return policy for any product purchased from our website. We will immediately replace the goods or refund your money, whichever you prefer. All we ask is that the product is returned as delivered. Postage costs will not be refunded.

Please see our returns policy here.


2. How do I return items?

Please check our returns policy here.


3. When will I get my refund?

All refunds are processed within 5 working days of receiving a return, depending upon payment method, funds may take an extra 3 working days to appear in your account.

If you placed your order online, you'll receive an email confirmation once we've processed your refund.

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




1. 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 are applied to the shopping basket page.


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 it’s still valid.

For further help and more information please call our team on 0333 366 0035 (local rate) email

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