Terms and Conditions

Online Shop Customer Service Charter

  1. Legal

Dementia Scotland is the trading company of Alzheimer Scotland (Registered Charity Number 149069 ). Dementia Scotland is a company VAT registered in Scotland No. GB 210407957

  1. Processing your order and payment

2.1 We accept payment by MasterCard, Maestro, Visa, Visa Debit. We do not accept American Express, Solo, Electron or Diners Club cards. We also accept payment by paypal.

2.2 All prices of products and delivery charges are inclusive of VAT and are correct at the time of publishing.

2.3 Our shopping pages will guide you through the steps you need to take to place an order with us. Our order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.

After you place an order, you will receive an e-mail from us acknowledging that we have received and accepted your order (Order confirmation). 

We will send you a further e-mail notifying you when your order has been dispatched (Dispatch Confirmation).

  1. Goods

3.1 All orders will be subject to our acceptance of the order

3.2 Due to popular demand and occasional limited availability, our products may sell out quickly. If an item you have ordered is not available you will be notified.

3.3 The images of the Products on our site are for illustrative purposes only. Although we have made every effort to display the colours accurately, we cannot guarantee that your computer's display of the colours accurately reflect the colour of the Products. Your Products may vary slightly from those images.

    4. Delivery

4.1 Your order should arrive within 7-14 days where products are in stock.

4.2 We would always advise you to order early to ensure you receive your goods in time for any deadline you may have and to avoid disappointment.

4.3 We cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries or breach of our obligations, if the delay or breach is due to acts of God, civil commotion, riots, strikes, malicious damage, floods, drought, fire, flood, legislation, failure of ISP or telecommunications provider or other cause beyond our reasonable control. This does not affect your statutory rights.

4.4 Unfortunately due to tariffs we are not currently able to accept orders from outside of the UK.

  1. Cancellation and refunds

If you wish to cancel your order, or you are unhappy for any reason please contact    Fundraising_Shared@Alzscot.org . If you receive damaged products or we send a product in error please contact us on the above email. You may return the products and a replacement or full refund will be provided, including the costs of returning the product to us. Until the product is received by us, you must take reasonable care of it and ensure that it is returned to us in a re-saleable condition.

If you wish to return non-faulty goods, this should be done within 14 days of receipt. We offer a money-back guarantee on products returned in a good, unused condition. This does not affect your statutory rights.

  1. Data protection

The information provided by customers will be held by Dementia Scotland and our fulfilment partner Partridges for processing and administrative purposes in accordance with the Data Protection Act 2018. For more detailed information please refer to our privacy policy.

We use Partridges to fulfil orders for us and they will use your data for processing and administrative purposes only relating to your order. Read their privacy policy for more information

  1. Gift Aid

Completing the Gift Aid declaration enables Alzheimer Scotland to reclaim the tax on all donations made in the future and over the past 4 years. This will give the charity an extra 25 pence for every £1 donated. To qualify for Gift Aid you must pay an amount of Income Tax and/or Capital Gains Tax at least equal to the tax that all charities and Community Amateur Sports Clubs will reclaim on your donations in the tax year. You understand that other taxes such as VAT and Council Tax do not qualify.

You can cancel the declaration at any time by notifying the charity. From the date of cancellation Gift Aid will not be applied to any donation you make. You may withdraw your permission for us to reclaim the value of the tax paid on your donations within 30 days or at any time subsequently if you wish. Please let us know if your tax status, name or address changes while the declaration is in force. Thank you.

  1. Customer services

If you have a query concerning your order please contact

Should you have any feedback on our online shop or the service that we offer, please email Fundraising_Shared@Alzscot.org

Delivery and Returns

Your order should arrive within 7-10 days for delivery within the UK where product is in stock, but please allow up to 28 days for delivery at peak times. Please note that due to the COVID-19 pandemic and Brexit, delivery times are currently longer.


If you are not satisfied with your order, please contact us within 14 days of receipt and we will offer a replacement or refund. This does not affect your statutory rights.

Ordering Help

You can order online 24 hours a day If you are having difficulty then please contact us at Fundraising_Shared@Alzscot.org


We welcome any donation you may wish to give whether that be to round up your purchase total, or to offer a one off donation. All donations will go towards helping people in Scotland living with dementia.