Together for Short Lives
Call the Helpline 0808 8088 100

Merchandise FAQ

Frequently asked questions about our merchandise.

If your question is not answered below please contact us by emailing or calling 0117 989 7820.

Which payment methods can I use to order online?

We accept all major Debit and Credit cards including American Express.

Online orders can also use PayPal.

How much do you charge for delivery?

Delivery for our merchandise is included in the price shown.

Our hoodies are posted individually. If you order more than one hoody postage will charged for each item.

Do you ship overseas?

We only deliver goods to UK (United Kingdom) addresses with a Royal Mail postcode.

How long will it take for me to get my order?

Orders are fulfilled every Wednesday.

Orders are posted via Royal Mail with a standard shipping time is 3-5 working days.

Please allow up to 28 days for deliveries.

Can I track my order?

Yes. You will receive your unique Royal Mail reference number in your dispatch confirmation email, you can track your order via the Royal Mail website tracking service.

Can I collect my order instead?

We are unable to offer customer collection for our orders.

Can I amend my order once it has been placed?

We will endeavour to facilitate amendments if you contact us before your order has been dispatched.

Should you wish to make any changes please email

Orders are dispatched on the following Wednesday after you place your order so please contact us before 5pm on the Tuesday.

Please carefully review your order at the checkout as we cannot guarantee order amendments.

Can I cancel my order?

If you wish to cancel an order before it has dispatched you may do so by emailing .

If your order has been dispatched please refer to our Cancelations Policy for guidance.

What do I do if my order has not arrived?

If you have not received your order within 28 days, please email

Royal Mail will not consider something as officially ‘lost in post’ until 10 working days since the date of dispatch has passed. Unfortunately, we cannot process a claim until this period is up. At the point of us raising a claim with Royal Mail, we can either arrange to issue you with a refund or re-dispatch the order to you.

Please note that weekends and bank holidays do not count as working days. If there is a problem fulfilling your order, we will contact you via the email address you provided when placing your order.

What do I do if an item arrives damaged or incorrect?

We’re sorry if you are not 100% satisfied with your order.

Please read our Returns and Refunds policy for guidance and contact us at


How do I return an item for a refund?

Should you wish to return any product, we will be happy to refund it providing it is in a fully resalable condition.

Returns should be made within 30 days of receipt.

Please read our Returns and Refunds policy for guidance on how to return your item.

What size hoody should I order?

Please use the size measurements below to help you choose.


1/2 chest – 49cm
Body length – 64cm
Sleeve length – 57.5cm


1/2 chest – 51cm
Body length – 67cm
Sleeve length – 59cm


1/2 chest – 56cm
Body length – 70cm
Sleeve length – 60.5cm


1/2 chest – 61cm
Body length – 73cm
Sleeve length – 62cm


1/2 chest – 65cm
Body length – 76cm
Sleeve length – 63.5cm


1/2 chest – 69cm
Body length -79cm
Sleeve length – 65cm


1/2 chest – 73cm
Body length – 82cm
Sleeve length – 66.5cm


1/2 chest – 78cm
Body length – 86cm
Sleeve length – 68.5cm


1/2 chest – 83cm
Body length – 90cm
Sleeve length – 70.5cm

Does the order value include VAT?

VAT is included in the price of all items.

If you require a VAT invoice, please request this by emailing