This page outlines Demelza's retail e-commerce policy

The purpose of this policy is to outline the following procedures for our store hosted on complaints & compliments procedure, returns process and our timelines for service delivery.

Complaints & Compliments

At Demelza Charity Shops and online shops, we strive to make your experience the best it can be. However, we do recognise that sometimes things can go wrong. Our complaints and compliments procedure outlines our commitment and what you can expect from us.

The complaints handling procedure aims to be:

  • Easy to use and customer-focused
  • Ensure efficient handling of a complaint and provide a full response within the timelines outlined
  • Full and fair investigations undertaken where appropriate
  • Provide information to the charity so that improvements can be made.

We take your concerns and feedback very seriously and learn from them to continually enhance our service, we appreciate you taking the time to help us improve what we do.

When you have cause for complaint or a problem arises, we want to know at the earliest opportunity.  Please make us aware by contacting us by email

Refunds and Replacements

If you would like to return an item you’ve purchased from our online store (hosted on please email our e-commerce team at with the full details. We will aim to respond to any refunds or replacement requests within five working days.

In the event that your parcel goes missing/is damaged in transit, we will issue a replacement where possible, or a refund when not possible. For a larger value item, we would request that the item be returned before issuing a refund. To return an item please send it to Ecommerce Department, Retail Head Office, Warehouse 2, 98 Sandling Road, Maidstone, ME14 2RJ.

Shipping information

Please note that our online store operates within the UK and therefore all deliveries are within the UK only. If you have a query regarding the shipping of an order you have made please contact our e-commerce team at or 01795 503122.

We aim to dispatch all deliveries within three working days of receiving the order.