Terms & Conditions

About Us


Distance Selling Terms & Conditions
We strive to be as flexible as possible in meeting the requirements of our customers related to the supply of our products, which are all subject to availability, so please always contact us in the first instance if you have any queries or problems.

Like all organisations that supply products we are obliged to define our Terms and Conditions governing your purchase of products from Fledglings (“the products”). By placing an order with Fledglings for the products, you are acknowledging and accepting these Terms and Conditions, so please read them carefully, and if you have any questions regarding them, please ask one of our helpline staff before placing an order and making payment for the products. Please note in particular the terms covering cancellation, returns and liability and losses. The following does not affect or reduce your statutory rights as a consumer.

Fledglings is a registered charity (charity number - 1112618) and a company limited by guarantee and registered in England and Wales (company number – 4592971).

Office Address
Unit 5 Coln Industrial Estate
Old Bath Road
SL3 0N

You can contact us at (email) Fledglings@contact.org.uk, (Tel) 0203 319 9772 (open Monday to Friday 9.00am to 5.00pm) or in writing and sent by post to our address.

Product Information
All the products in our brochure, leaflets or shown on our website or any subsequent supplements or amendments thereto, are selected with the intention of helping the care and development of children with additional needs. The descriptions and images of the products supplied are given to assist carers when making decisions about appropriate items to meet their child’s needs, and while we work to ensure that information about the products is correct, actual product specifications, images, colours, packaging and materials may contain variations or more and different information to that displayed. We advise that you do not rely solely on the information in our brochure or on our website and always read the labels, warnings and directions provided with the products. Information and statements about the products are not intended to be used to diagnose, treat or cure any disease or health condition.

By placing an order for the products with us, you are agreeing that you are over the age of 18. All of the products are not for resale and are intended for use by individuals with additional needs and their carers. Your order is binding upon despatch of the products to your nominated delivery address; please refer to Returns and Cancellations below for further details. Please check order emails for accuracy and let us know immediately if there are any errors. Confirmation emails do not constitute acceptance of the order by us. Your order will be accepted by us (and a contract will then be formed between us) when we despatch the goods to you. Title to the goods will pass to you on delivery.

Pricing & Availability
Pricing of the products is correct at the time of publication but we reserve the right to offer an alternative product or amend prices of the products when necessary, and will endeavour to contact you before despatch for your acceptance of the change. If you deem the change to be unacceptable, you always have the right to cancel the order at this stage. We do not hold stock of all items and therefore cannot guarantee availability of the products. We will inform you of availability to the best of our knowledge at the time of ordering and payment, and update you with any amendments to this as and when we receive information from the supplier. When the despatch is delayed by 14 days or more from the original estimated despatch date, you can request a cancellation and full refund of your payment.

Items in stock are normally despatched within 3 to 5 working days of the order being processed. All deliveries will be made to you at the address specified by you at the time of order. Postage and packaging is free on all orders despatched within the UK. For orders outside the UK please contact us for details. Goods remain the property of Fledglings until full payment is received.

Payment Terms
For individuals, payment is required at time of order. Payment may be made by credit or debit card through our eshop, or credit card, debit card, cheque, postal order or by BACS directly into Contacts nominated bank account for telephone and mail orders. Organisations can request credit and, if approved, benefit from deferred payment terms. Please contact us for details.

Returns & Cancellations
In accordance with your rights under the Distance Selling Regulations, we will refund the cost of the products, including basic postage & packaging charges if you decide to cancel your order within 14 days of receipt of the products. In all cases, except for when the item is found to be faulty, the cost of returning the item will be covered by you and the products must be returned in their original packaging and in a resalable condition, and this will be verified by us upon receipt of the returned item at our offices. This does not affect your statutory rights if any of the products are faulty or found to have been significantly different from our description, in which case please contact us to discuss replacement or refund.

Liability & Losses
We will not be responsible for (a) any business loss (including loss of profits, revenue, contracts, anticipated savings, data, goodwill or wasted expenditure); (b) any losses which were not caused by us; or (c) any losses which were not foreseeable at the time of order.

Alteration of Service or Amendments to the Conditions
We reserve the right to make changes to these Terms and Conditions at any time. You will be subject to the Terms and Conditions of Purchase in force at the time that you order from us, unless any change to these conditions is required to be made by law or government authority (in which case it will apply to orders previously placed by you). If any of these conditions are deemed invalid, void, or for any reason unenforceable, that condition will be deemed severable and will not affect the validity and enforceability of any remaining conditions.

Events Beyond Our Reasonable Control
We will not be held responsible for any delay or failure to comply with our obligations under these conditions if the delay or failure arises from any cause which is beyond our reasonable control. This condition does not affect your statutory rights.

Governing Law & Jurisdiction
We will communicate with you in English and these conditions are governed by and construed in accordance with English Law. You agree, as we do, to submit to the exclusive jurisdiction of the English courts.

Privacy Policy (General Data Protection Policy (EU) 679/2016);
Fledglings is now part of the Contact family and its services, including its online shop, are now run by Contact the charity for families with disabled children.
At Contact we are committed to protecting your privacy. Whenever you share personal data with us we aim to be clear with you, and not to do anything with your data that you wouldn't reasonably expect us to do.

We will never sell your personal data to other organisations and will only ever share it in appropriate, legal or exceptional circumstances.

We collects information in the following ways;

Our Helpline Service
Name or organisation name
Email address
Contact phone number
Disability (optional)
Age (optional)
Details of the enquiry and enquiry type
How you heard about Fledglings

These details allow us to focus on specific enquiries and put together relevant information to help families and carers as part of our helpline service. Your contact details mean that we can correspond readily with you in regard to your enquiry as well as forward relevant information, such as our information leaflets and help sheets. Data on disability and age is optional but this information helps us better understand the nature of the enquiry. We will ask for your consent during the enquiry/helpline process regarding the information collected. If you send us details of a helpline enquiry via other channels other than by phone we will assume that consent has been granted for us to collect this information in order to address your query.

How This Information Helps Us
Helps us focus on subjects and areas of interest that matter to you
Improve staff training
Produce new and up to date information and printed resources
For fundraising purposes
Improve our service and reach
Research and identify trends and patterns relating to the people accessing our services

We will treat all information collected with sensitivity and we will not share this information without with any third party organisation or without your express consent. If you do not wish for your information to be used, please contact us.
Please note: information may be disclosed by Fledglings if we are legally obliged to do so (eg HMRC, Gift Aid)

Through Product Purchases
When you purchase items from Fledglings, as part of the shopping process we will collect personal information from you. This information allows us to process the order and inform you of any product changes, order delays or other issues as they arise. When you provide us with your personal details as part of the order transaction, we will assume that you consent to us using and collecting this information in order to complete your purchase (and for this reason only)
We may ask if you wish to join our mailing list, this may include marketing material. You may withdraw your consent for this at any time by contacting us. We will not share this information.

If you are requesting a referral for made to measure products or specialised items we will request your permission to pass on your contact details on to the supplier or service if appropriate.

Information We Collect
Your Name
Address – so we know where to send your item
Delivery Address – if different from above
Email address – we need this to send you an order confirmation and order updates
Contact telephone number – we may need to call if there is a problem or to give you a delivery update
Payment Card details – for processing your order payment transaction only

How This Information Is Used
To process your order payment
To fulfil and despatch your order
To administer and update your account details
To process any returns and refunds

Please note: information may be disclosed by Fledglings if we are legally obliged to do so.

Online Purchases
Our Store uses Google Analytics to assess store traffic and see what pages are popular with visitors.

Fledglings online shop is hosted by Shopify Inc who enable us to provide product solutions to you via our e-commerce platform. Your data is therefore stored on Shopify’s data storage system and Shopify application via a secure server and firewall.

Terms of Service Shopify

Privacy Statement

Fledglings Online and Social Media
Visitors to our website - If you take a look at our website, certain details of your visit will be recorded, such as the pages you are looking at, how long you spent looking at our information and the type of device you are using. This information helps us identify the most popular pages on our website and improve the way it looks and works. This in turn helps us improve our service.
Social Media – Fledgling may record or collect information that we receive via our social media platforms such as Facebook or Twitter, where you have joined our community, messaged us or posted on our pages. Fledglings is not responsible for material posted by members or third parties, however we reserve the right to remove any content deemed to be offensive or inappropriate where possible.

How We Store Your Information
Fledglings will undertake to store any personal information with care and take suitable precautions to ensure this information is not misused, lost, accessed without permission, shared or altered.
Credit card or card payment details will be encrypted as per industry standards and according to the security of our online and electronic payment providers. Fledglings will not store these details.
Access to information will only be available to Fledgling Staff.
Electronic data and databases are stored on secure computer systems with restricted access.
We will review the information we hold regularly and delete or destroy any information that is no longer required.
Personal details and information will only be retained if it is still relevant or legally required.
Fledglings will treat all information collected with sensitivity and we will not share this information with any third party organisation without your express consent.

Please note: information may be disclosed by Fledglings if we are legally obliged to do so.
Contacting Fledglings
Please contact us if;
You would like us to amend or change your personal information. We want to keep the records we keep as accurate as possible, so let us know if your personal information is inaccurate or incomplete.
You have a right to request access to any information we hold about you. Please contact us and we will undertake to get back to you as soon as we can.
If you do not wish to receive future communications from Fledglings

Stay in touch with Fledglings
If you would like to join Fledglings mailing list and receive our e-news as well as any information regarding offers or interesting updates, please contact us. You will only receive information from Fledglings, we will not share your details with a third party organisation. You will be able to unsubscribe from this service at any time.