Frequently asked questions

Find some of the key information for ordering goods from our online shop.

You can still place orders on our Online Shop. However, please be aware that additional import duties and taxes may apply when your order reaches its destination country.

Due to the changes resulting from Brexit, as of 1 January 2021, all shipments to EU countries are now processed under DAP (Delivery At Place) terms. This means that any applicable import duties and taxes will be assessed and charged upon arrival in the destination country.

Please note: EU customers are no longer charged VAT on purchases through our Online Shop.

Yes, we are able to process gift catalogue postal orders.

Yes. If you have any queries about your order please contact us.

To provide our supporters with the very best value for money, we have changed the way we charge postage when buying items from our online shop. Due to technological constraints, we were previously unable to include a separate postage and packaging charge for UK purchases, meaning items were slightly more expensive than our onsite gift shop to account for delivery costs.

A separate single postage charge of £3.95 is applied to UK online purchases under £40. Purchases within the UK totalling £40 and above are eligible for free postage. A small number of products are not eligible due to their weight.

Shipping information for the USA

Why can't I place an order for delivery to the USA anymore?

From 29 August 2025, the US Government changed its import rules. Previously, parcels valued under US $800 could enter the USA without customs duty. With this exemption removed, all parcels sent from the UK to the USA must now have duty and taxes paid in advance by the sender.

Until now, supporters in the USA could pay any customs or duty fees locally when their parcel arrived. Under the new rules, this is no longer possible, and unfortunately there is no way for these charges to be handled on delivery. We are very sorry for the disappointment this may cause.

Will this change be permanent?

At present, there is no solution available from postal or courier services to manage these charges for parcels to the USA. If a workable option becomes available in the future, shipping to the USA may be reinstated.

Can I still order to other countries?

Yes. This change only affects orders going to the USA. All other international destinations remain available as normal.

I'm based in the USA - is there another way I can support The Donkey Sanctuary?

Although shop orders cannot currently be delivered to the USA, there are still many ways to support our work, including making a donation, adopting a donkey, or helping through fundraising activities.