Delivery and Returns Policy
Thanks for shopping at aakss.org.uk and supporting the vital work of Air Ambulance Charity Kent Surrey Sussex (KSS).
We hope that you are happy with your purchase, however, if you are not entirely satisfied, we’re here to help.
Should you wish to return, request a refund, or exchange your items, please see the relevant section below for further details:
Postage
We charge a flat rate of £3.50 for all orders at KSS. Large orders may be separated into multiple parcels; this will not affect your delivery charge.
Merchandise items such as hoodies and t-shirts are delivered separate to all other orders. This is because they are produced and posted by an external organisation.
All goods are sent 2nd class via Royal Mail. We are sorry but we are unable to offer 1st class, tracked or next day delivery.
International delivery
We are sorry but due to financial constraints placed on the cost of overseas delivery unfortunately we don’t currently offer this service.
Ordering by phone
We are able to take orders over the phone by calling us on 01634 471946.
Opening hours: Monday – Friday 9am – 4:30pm.
Delivery
- Our dedicated volunteers help us dispatch our Christmas orders. We strive to get your goods delivered within 10 working days of receiving your order in our office. During busy times, it may take a little longer to get to you. Thank you in advance for your patience.
- To guarantee delivery for Christmas, orders must be received by December 8 2025.
- Our KSS merchandise is produced and posted via Two Fifteen, an external fulfilment organisation. They print all merchandise on demand. Because of this you may notice that your Christmas order arrives separately to your merchandise.
- Your order should arrive up to 10 working days from the date you ordered the item(s). If you have not received your item(s) in this period, please contact the Individual Giving team: individualgiving@aakss.org.uk
Proof of purchase
Purchase made via KSS website:
After purchasing your goods through our website, you will be sent a confirmation email with details of your purchase. Please ensure that you keep this safe.
We do ask for you to check your confirmation email carefully upon receipt, to ensure any errors in your order can be corrected before your goods are dispatched. Please call 01634 471900 or email hello@aakss.org.uk if you need to correct an order.
Faulty items
We hope that you are satisfied with the quality of your item/s. Should you wish to return or exchange a faulty item please contact our team via hello@aakss.org.uk or by giving us a call on 01634 471900.
Our team may ask for a photograph of the damage so that we can assess where the damage may have occurred and improve our process in the future. Once we have received the photos we will advise whether we will need you to return your item(s) to us, at no extra cost.
We will then arrange for a replacement item(s) to be sent to you again at no extra cost (subject to availability).
Please note, refund requests for faulty orders must be submitted within 30 days of receiving your order and will only be accepted if they are submitted by the person who purchased the item.
Exchange requests must be submitted within 30 days and can only be accepted when submitted by the person who purchased the item.
Issue with order received
In the unlikely event that you experience an issue with your order once received, please contact our team via hello@aakss.org.uk or by giving us a call on 01634 471900, who will be happy to help.
If you have received the wrong item our team will ask you to return the incorrect order to us at no cost to you and we will refund or replace as you prefer.
If there is an item missing from your delivery, we will refund or replace as you prefer.
Please note, refund requests for incorrect items or missing items must be submitted within 30 days of receiving your order and will only be accepted if they are submitted by the person who purchased the item.
Exchange requests must be submitted within 30 days and can only be accepted when submitted by the person who purchased the item.
If you change your mind
If you change your mind about your order, then please contact our team via hello@aakss.org.uk or by giving us a call on 01634 471900.
Our team will ask you to return your order to us at your own expense within 14 days to the following address:
Air Ambulance Charity Kent Surrey Sussex
Air Ambulance Building
Rochester City Airport
Maidstone Road
Chatham
ME5 9SD
Please ensure that your return is securely packaged and that you include either a copy of your order confirmation email or a note detailing your name and delivery address. Once we receive your item, we will inspect it and notify you on the status of your refund.
All returns must be in their original unused condition; we reserve the right to refuse a refund based on the condition of the item.
If your return is approved, we will either initiate a refund to you via the original method of payment or send you an exchange (subject to availability). If you request a refund, you will receive the credit within a certain amount of days, depending on your card issuer’s
policies. Please note, that shipping costs are non-refundable so you will only receive a refund for the cost of the item.
Substitutes
Please note that if we do not have the available stock to fulfil your order then we will replace it with a substitute product.
This is not applicable for merchandise (hoodies, t-shirts) as this is a print on demand service.
