FAQs

Can I still place an order with the shop over the phone?

Yes you can still place an order over the phone by calling us on 028 9042 5212 extn. 1.

Can I still place orders to collect at County Training Events held at Lorne?

Yes, the most convenient way to place orders will be through our free click and collect service online. This will allow you to shop at your leisure and simply collect your items at the shop on the day of your training.  Please note all items must be paid for when placing your order. Please allow 3 hours for collection on orders placed that day.  Orders placed outside of shop hours can be collected the following day after 12pm.  

What will happen if the item I have ordered is out of stock?

If any of the items you order are out of stock or no longer available after you have placed your order, we will contact you to let you know. If you have ordered several items, then we will dispatch what goods are available as normal and ask you to place an order for the outstanding items at a later date.

Can I reserve an item online and pay later?

All items that are ordered from our online system or in store must be paid in full at the time of placing your order.

Can I still pick my items up from Lorne House?

All orders placed will be available to collect at the shop during opening hours, Monday to Saturday, 9.30 – 4.30. If you are unable to collect your order within these times please contact us to see if alternative arrangements can be made.

Can I still exchange unwanted badges?

Badges can be refunded within a 28 day period subject to proof of purchase.  Goods shall not be accepted for exchange outside of a 28 day period except in exceptional circumstances, as to which we shall be the sole judge. 

Can I order restricted badges online? 
When you register your account with Girlguiding Ulster you will be asked for your volunteer membership number.  This will then be sent to the shop for validation.  Once this has been confirmed you will have the ability to view and purchase any restricted items available to you.

How can I order bespoke goods?
If you would like to order bespoke neckerchiefs you can do so by either by emailing shop@girlguidingulster.org.uk or calling us on 028 9042 5212 extn. 1.

If I buy something from the Girlguiding Ulster online shop, will my credit/debit card number be safe from hackers?
We use WorldPay to collect and process card transaction information ensuring your details are processed and stored securely. You can view more information at www.worldpay.com/uk

Can you deliver my order to my work address/alternative address?
Yes - if you are a new or returning customer you must quote your home address i.e. the address that your credit/debit card is registered to as your main invoice address.  You can however specify an alternative address for order delivery. 
You can add, edit or remove alternative delivery addresses when you login to "my account".

Can you tell me when my order will arrive?
Goods will normally be dispatched within four working days. Please allow a further four working days for delivery, but during busy periods of the year such as September and October order may take up to 8 working days for delivery within the UK.
If you are concerned about the status of your order, please email us at shop@girlguidingulster.org.uk or call us on 028 9042 5212 extn. 1.

I've got a query about my order, how do I contact customer support?
You can email us with your query on shop@girlguidingulster.org.uk  or phone us on 028 9042 5212 extn. 1, Monday – Saturday 9.30am-4.30pm.  We aim to get back to all queries within 48 hours.

My order is due to be delivered today - what time will it be delivered?
We are currently unable to confirm the approximate time your order will be delivered.

What should I do if the courier confirms that they have lost my parcel?
Please contact us straightaway on 028 9042 5212 extn. 1 and quote your order reference number and we will investigate the problem with the courier on your behalf. 

What happens if I receive my order and it is damaged, or there are items missing?

Please contact us in writing or by email within 7 days of delivery of the goods and we will investigate the problem.

What happens to my order if I am not in when the courier attempts to deliver it?

If you are not in when our courier attempts delivery they will leave a calling card which will provide you with a direct contact number for your local parcel delivery depot or post office. You then simply call them to arrange an alternative delivery date or to collect the parcel directly from your local depot, which they will be more than happy to help you with.  In some cases according to local arrangements they may leave your parcel with a neighbour.

How do I return an item?

If for any reason you are unhappy with the goods you have ordered, you can return them to us for a refund at any time within 28 days beginning with the day on which you receive the goods, provided you have told us within a reasonable time of receipt of the goods.  You are responsible for the cost of returning any goods to us for exchange or refund, except in cases of faulty, damaged or wrongly supplied goods.  For any queries about returns please email shop@girlguidingulster.org.uk or call us on 028 9042 5212 extn. 1. 

How do I place an order? 

Shopping on the Girlguiding Ulster Online Shop couldn’t be easier! If you’re placing an order for the first time, here are the steps you need to follow:

1. Browse our products to find the items you wish to purchase. You can browse in a number of ways:
• Browse by section
• Search for items using our product search facility, where you can enter a product code, word, phrase or combination of words to find products that fit your criteria.
2. Add the items to your cart by clicking on ‘add to cart.’
3. Once you have added all of your products to your cart, go to the cart icon at the top right hand side of the screen and select.   You can then view your cart and amend if required.
4. Select checkout and complete all of the information on the ‘checkout’ page, including your personal information and debit/credit card details. 
5. When you press ‘submit your order’ an order confirmation will be shown.


How do I view and update my account details?

You can simply log in to your account via the "my account" page where you can see your personal details and order history. You can also update your delivery addresses and personal details.
To log into your account you will need the email address you used to register when you placed your first order, and your unique password. If you have forgotten your password, you can request a reminder. 

Do prices include VAT? 

Yes, all prices shown on the Girlguiding online shop include UK VAT where appropriate. Currently this rate is 20%. 

How do I get a VAT receipt? 

When your order is delivered you will receive a sales invoice that includes all of our VAT information.

What should I do if my credit/debit card was refused when placing an order? 

Please check your card number and card expiry date and try to enter it again.
If the problem persists please try a different card if possible.
If you are still experiencing difficulties, please contact your card provider.


What should I do if I cannot log into my online account?

Please double check you are using the correct log in details. If you have forgotten your log in details please use the forgotten password link on the log in page to reset your password using the email address that your registered with.


If you are still experiencing difficulties please contact the shop on 028 9042 5212 extn. 1 or by email to shop@girlguidingulster.org.uk.