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Store FAQ’s


After you place your order, you will receive an email from us acknowledging that your order has been received.
All items are subject to availability. If items that you order are out of stock, subject to a delay or the price is higher than that shown on your order, we will try to contact you at the email address you provided when placing your order. If we cannot contact you or receive no response to our email, we will continue to process the remaining items on your order. We will not supply a substitute product without your express authority. Once an item is sold out it will be taken off the website at the earliest opportunity.
Unfortunately it is not possible to combine orders or add items to an existing order. You can place a new order for any additional items.
Whilst you view your shopping cart, there is a section labelled coupon discounts, enter your coupon discount code here and click apply to order.
As safe as it possibly can be. We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.
If you realise your personal details are incorrect once you have completed the ordering process please email our customer service team at orders@real-aid.org, or use our contact form, ensuring you include your order number.We can not guarantee that we will be able to rectify the issue, however, we can assure you that we will do all we can to amend your order.
We may be able to cancel your order but this depends on how quickly you inform us. Please use the following contact form, to let us know you wish to cancel your order. If it is too late for us to cancel your order as it has been dispatched, you will need to return the order to us at the address provided on your parcel. We will refund the basic cost of delivery as stated in our terms and conditions. Once we have received the items from you, within the 14 day return period, we will process a refund for you.
Please contact us via our contact form stating your order confirmation order and which items are missing. We will then look into this matter with our warehouse team.
Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available. Although this does not happen often, when it does we have to cancel the order and obviously, we do not charge you for the order. Therefore this item will not be sent out to you once it is back in stock.


We are unfortunately unable to redirect orders once your items have been dispatched. Therefore, please ensure you provide a suitable shipping address.
Unfortunately at the moment we can't ship to the following locations: • Afghanistan • Australia • Iraq • Russia • Somalia • Syria • Sudan • South Sudan We apologies for any inconvenience, please choose a different delivery address.
Most items do arrive within 2 to 5 days from us posting them to you. However, delays do sometimes occur within the mailing system, and we would ask that you wait a total of 14 days for the delivery to be made. If you do not receive your order within 14 days after dispatch, please contact us at orders@real-aid.org, or via our contact form, please remember to specify your order confirmation number.

Returns & Refunds

We are happy to accept returns for unwanted items, provided they are returned within 14 days of receipt, unopened/unworn and in perfect condition. Please note, we are unable to accept back unsuitable items via post after this time. In order to process your return you must first contact our customer services department via our contact form with your order confirmation number. You will be responsible for the cost of returning any items.
If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs. If you have kept any items on your order, we will not be able to refund your postage.
Postage costs for UK refunds within the 14 day period will be reimbursed. Unfortunately, we do not offer a free returns service to customers. Customers need to pay their respective postage costs to return an item. Please note that the postage cost charged to the customer in the first instance was subsidized by Real Aid. If your item is faulty we will reimburse this charge if you contact our Customer Care Team and provide them with a copy of your proof of postage and the receipt of payment.