Frequently Asked Questions

How do I place an order

Webshop 

The easiest and most expedient way to order from Embrace is to browse our full product range online, add any items you would like to your basket then complete the checkout process where a secure card payment will be taken and you will have the opportunity to add a donation and Gift Aid if you wish.

Phone 

Also a great way to order as it saves us time and money when processing your order – please call our Customer Orderline: 01227 531262 (8.30am - 5pm  Mon-Fri) and let them know the name, product codes and quantity of products that you wish to purchase.  Please have your payment card to hand as they will take a secure payment over the phone.

Post 

We understand that for some people it is not possible to order online or by phone so it is still possible to send a paper order form.  Please complete the order form on the back page of your printed catalogue and return it, with your payment, to:

Embrace The Middle East Trading
York House
Wetherby Road
York
YO26 7NH

NB:  It is not possible for us to process trading orders at our Charity Head Office address in Amersham, Bucks.  Sending order forms to this address will unfortunately result in significant delays to your order.

Can I send my order as a gift?

Yes - you can now send gifts to your loved ones directly from the Embrace Webshop and include a personalised gift message!

It's so easy - just tick the 'Is this order a gift?' box on the right of the basket summary page. Once this option is selected you can type your own gift message in the text box, up to 250 characters.

Your message will be printed on the packing slip and included with the order.
Please note that when the 'Gift Message' option is selected, pricing information will automatically be removed from the packing slip.

Where do you deliver to?

Please note that we can only ship to the UK at the present time. 

Standard UK deliveries include Isle of Wight, Isle of Man and Channel Islands.

All Standard UK deliveries are sent by UK Tracked 2nd Class Post at £3.99 per package.

Due to the new trading regulations following Brexit, we are unable to accept any orders for delivery outside the United Kingdom at the present time. We apologise for any inconvenience caused.

Why haven’t I received my order?

When you order online you should receive a confirmation email from us, we apologise if this has not arrived with you. Please check any junk/spam filters that may be operating on your email account and contact Customer Services: 01227 531262 (8.30am - 5pm Mon-Fri), if you have not received an order confirmation from us.

We aim to dispatch your order within 2-3 working days of receiving it but please allow longer during busy times.  If 14 working days have elapsed since placing your order, please contact Customer Services, quoting your order number.

How do I make a donation?

You can make a donation to support the vital work of Embrace, tackling poverty and injustice in the Middle East.

Once you have selected all the items you wish to purchase from our webshop, please click on your basket to begin the checkout process.  During the checkout process you will be given the option to add a donation if you wish – you can select from a drop down menu of set amounts or you can select other and type in the amount you wish to give.  If you are a UK Tax Payer, please do tick the Gift Aid option as this enables us to increase the value of your donation by an additional 25% at no extra cost to you.

To view our full donation information page, please click the pink ‘donate’ button in the top right corner of the webshop.

Other ways to donate:Embrace the Middle East charity website

By Phone: 01494 897950 (9am - 5pm Mon-Thurs, 9am - 4pm Fri) - Our Supporter Experience team can help you donate by credit/debit card.

By cheque:Please make payable toEmbrace the Middle Eastand send to:Embrace the Middle East24 London Road West AmershamHP7 0EZ

Why am I being asked to add Gift Aid?

As a Registered Charity, we can claim Gift Aid on donations made with orders as well as on purchases of Alternative Gifts and The Olive Tree Project. 
Gift Aid is used to support all Embrace’s vital work.

If you are a UK taxpayer, we can increase the value of your donation by 25p of Gift Aid for every £1 you donate, at no extra cost to you.During the checkout process, you will be given the option to indicate that you are happy for us to claim Gift Aid on your donations; please tick the box if you are able to.

Why am I being asked to confirm my mailing preferences?

We love to keep in touch with our supporters, keeping you up to date with all the latest news from our partners in the Middle East.  We like to make sure that we have current contact details for you and that we are communicating with you in the best way possible.You can check what mailings you are subscribed to and change your communication preferences any time by contacting info@embraceme.org or 01494 897950 (9am - 5pm Mon-Thurs, 9am - 4pm Fri).

What is my Supporter Number and why do you need it?

If you have donated to or shopped with Embrace before and have previously signed up for our mailings, you will have a Supporter Number.  

You can find it at the top of any letters that you receive from Embrace, just underneath your address, or at the bottom of any response form. 

Quoting your Supporter Number at the checkout makes it even quicker and easier for our team to find your contact details on our database and process your order.

How can I place an order on behalf of a Church/PCC/School?

The quickest and easiest way to order on behalf of your Church, PCC, School or other organisation is to select the items you require from our webshop and ‘checkout’ making a secure card payment.

If you are unable to pay by credit/debit card and would like to arrange to place an order and send payment by cheque or BACS, please contact Customer Services: 01227 531262 (8.30am - 5pm Mon-Fri) or email trading@embraceme.org

Where can I get a printed catalogue?

To receive a printed copy of our catalogue please complete our Catalogue Request Form

Where can I find more information about the work of Embrace?

Website:www.embraceme.org

Social channels:@FollowEmbrace on Facebook, Twitter and Instagram   

Contact us: info@embraceme.org or 01494 897950 (9am - 5pm Mon-Thurs, 9am - 4pm Fri)

Can I pay by cheque/postal order?

All online orders must be paid for by credit/debit card.

If you would like to pay for your order with a cheque/postal order, please complete a paper order form and return it, with enclosed payment, to:

Embrace The Middle East Trading
York House
Wetherby Road
York
YO26 7NH

NB: CAF/other charity vouchers are for donation purposes only and cannot be accepted as payment for goods.

For your own security, please do not send cash as payment

I can’t complete the checkout process

Please ensure that you have ticked the box at the bottom right of the basket summary page to indicate that you agree to our terms & conditions and privacy policy - this will activate the 'checkout' button and allow you to complete your order. 

We’re sorry your experience on our webshop has not been a smooth one – please call Customer Services: 01227 531262 (8.30am - 5pm Mon-Fri) and our team can help to process your order.  Thank you so much for shopping with us.

I can’t find what I am looking for

We’re sorry you’ve not been able to find what you’re looking for – please get in touch so we can help: Customer Services: 01227 531262(8.30am - 5pm Mon-Fri) or trading@embraceme.org

I need help with my order

We’re sorry you’re having difficulty with your order – please call Customer Services: 01227 53122 (8.0am - 5pm Mon-Fri) where our team are ready to help.  Thank you so much for shopping with us. 

I run a Christian Bookshop/Church Bookstall/Coffee Shop and want to place a Trade Order

We offer a wholesale range each season with a 35% Trade discount and carriage paid on orders over £50. For details of our current wholesale range, please contact tradeorders@embraceme.org.
We are unable to offer a discount on Bethlehem Carol Sheets and related products but do contact us to enquire about bulk ordering these items.


All other products are charged at full RRP.

Please note all Christmas Trade Orders placed between June and December will be subject to a £10 fulfilment surcharge.

If you are interested in placing a Trade Order with Embrace – please contact tradeorders@embraceme.org or 01494 897904 (9.30am - 4pm Mon-Fri) and we will be very pleased to assist you.