The site doesn't seem to work properly for me. What could be wrong?
To function correctly the online shop requires both cookies and Javascript to be enabled in the browser viewing the web site.

Why won't the online shop send me a password? The RNLI send me emails, so I must be registered.
People who receive emails from the RNLI are not necessarily registered with the online shop. You can proceed with an order without registering, but if you wish to register you will need to create an account and a password. RNLI Shop will not send you a password as you create your own password whilst registering.

Why am I not receiving emails about my order?
Please check the spam folder in your inbox, as it's possible that our emails have been marked as spam. In order to make sure you successfully receive emails from us, please add enquiries@rnlishop.org.uk to your address book.

Why isn't my offer code working?
If you have an offer or promotion or media code, please ensure you have met the conditions of the offer before entering the code into the media code box at checkout. Only one offer code can be used per order.

Can I have parts of my order delivered to different addresses?
No. If you would like items sent to different addresses, please place a separate order for each delivery address. Only hampers can be delivered to different delivery addresses.

I want both options/colours of one product. How do I place more than one option in my basket at once?
If you wish to order more than one item from a product page, please use the drop down selections to select each item and add it to your basket in turn.

How can I become a member of the RNLI?
Email us at enquiries@rnlishop.org.uk for more information about membership.

Why can’t I order hampers to be delivered overseas?
Hampers that are sent internationally incur additional delivery charges. Please note that we cannot deliver hampers to America due to export laws.

What payment methods do you accept?
We accept the following methods of payment: Visa, Mastercard and Maestro.

When do you charge me?
When placing an order online, using our telephone ordering line or mail order form, we will not charge your card until an item is ready to leave our fulfilment centre. Whilst we aim to send your entire order in one parcel, this is not always possible. If we do have to make more than one shipment, postage will only be charged on the first shipment and we will only charge you for the items in each shipment as they are despatched.

I’d like to return an item for a refund, how can I do this?
If you are not completely satisfied with your goods, please complete the tear off returns form and return with the item/s (unworn and undamaged). We would advise you to obtain a proof of postage as RNLI (Sales) Ltd is not responsible for returns until they are received within our returns department. We always aim to process refunds as soon as they are received, however please allow up to 30 days before contacting us regarding non payment of a refund. Any items sent back to us for a refund must be returned within 30 days of receipt and the original proof of purchase must be included. This does not affect your statutory rights. Whilst some of our customers do live within easy reach of our Head Office and fulfilment facility, please note that we cannot accept returns if you deliver them to us by hand.

I’d like to exchange an item, how can I do this?
You can send the item/s back to us for exchange. Please fill out the ‘Exchange’ section of your despatch note. We would advise you to obtain a proof of postage as RNLI (Sales) Ltd is not responsible for returns until they are received within our returns department. Exchanges cannot be made through any one of our shops unless these were purchased through a shop.

I’ve received the wrong item, what can I do?
We’re very sorry to hear that we’ve sent you the wrong product. Using the reverse of the despatch note contained within your parcel, please fill out the ‘Exchange’ section and explain that the item has been sent in error and that a replacement for the correct item is required. Please re-seal the item in its original packaging. We would advise you to obtain a proof of postage as RNLI (Sales) Ltd is not responsible for returns until they are received within our returns department.

I’ve received a faulty item, what can I do?
We’re sorry to hear there’s been a problem with your new RNLI (Sales) Ltd item. We want to rectify this for you as soon as possible. Using the reverse of the despatch note contained within your parcel, please fill out the ‘Exchange’ section and explain that the item has a fault. Please identify what the fault is to help us improve this for the future. Using the returns label on the front of the despatch note, please re-seal the item in its original packaging and take this to any UK Post Office. We would advise you to obtain a proof of postage as RNLI (Sales) Ltd is not responsible for returns until they are received within our returns department.

Are my details safe when shopping on your site?
The RNLI Shop web site and any transactions on the web site are protected by Verisign. If you elect to order online, we will ask you to enter your card details as part of the ordering process. These details are encrypted using a SSL secure server before sending and are only ever stored in this encrypted format.

Do you attend any shows or events?
Yes, RNLI (Sales) Ltd attend a number of events throughout the year. If you’d like to find out where these will be in the coming months, please contact us at enquiries@rnlishop.org.uk

Where else can I find RNLI branded products?
As well as our online shop we also have a mail order catalogue and 140 shops around the UK. Our mail order catalogue can be requested via this website. You can search for your nearest shop using this website link www.rnli.org.uk/nearestshop/

I can’t find what I’m looking for on this website - what can I do next?
Contact us at enquiries@rnlishop.org.uk or via phone on 0845 126 6999.

Why do you send more than one catalogue?
We mail in the most cost effective way to raise funds for the charity and to maximise sales. Many customers respond better to receiving more than one mailing and receiving mailings at the appropriate time. We are constantly reviewing our mailing patterns to ensure maximum efficiency and are happy to pass any comments on.

Why can't I send hampers overseas from this website?
Due to differing postage charges for hampers overseas we cannot make these available through the website. Hampers to be delivered outside the UK can be arranged for an additional charge by calling 0845 126 6999. Unfortunitely, we cannot deliver hampers to America due to export laws.

Where can I buy the yellow lifeboat crew wellies?
You don’t actually get the product it is a donation to the charity to purchase lifesaving equipment. We refer to these as 'lifesaving gifts' which can be purchased through this website under the Gifts category.

Why does the label on RNLI lifeguard clothing say ‘£2.50 goes to the RNLI’ when I thought 100% of profits go to the RNLI?
If the item is purchased in a Seasalt store or concession, then the RNLI gets a donation of £2.50 from the sale. However, if the item is purchased through the RNLI mail order catalogue, online, over the phone or in an RNLI shop, then 100% profits go directly towards the lifesaving work of the RNLI.

Why do we no longer accept cheques in our shops?
As banks will not be issuing cheque guarantee cards from June 1st 2011 it is too big a risk to the charity to allow our customers to pay by cheque.

Can we still accept donations by cheque?
Yes as we will not be giving out a product.

Can we accept cheques for a mail order when handed in with an order form?
Yes as there is a delay between cashing a cheque and despatching the goods.