Every purchase supports our work to make it easier for people to walk and cycle.

Customer Service

Ordering

Orders may be placed online, or by phone (0300 303 2604 – lines are open Mon-Fri 9:30-17:00).

 

Shipping & Delivery

 

Orders place between Monday and Thursday by 4pm will be dispatched the following day.  Order place after 4pm Thursday to Monday 9am will be dispatched Monday.  During times of promotions, delivery times may be affected.

 

Free UK postage for orders of Sustrans regional pocket maps only.

Free standard delivery for all UK orders over £25

Free courier deliver for all UK orders over £100

 

Standard delivery £2.95 for UK mainland customers.

 

Rest of the world delivery charges vary according to weight

 

 

Destination

Weight

Standard delivery*

Special Delivery**

UK DPD Courier***

UK

under 50g

£2.95

£5.99

£9.50

51g- 100g

£2.95

£6.99

£9.50

101g-1kg

£2.95

£7.99

£9.50

1kg+

£2.95

£9.99

£9.50

Highlands & Islands

-

£5.99

£12.99

-

Europe

under 500g

£5.99

-

-

500g-1kg

£10.99

-

-

1kg+

£15.99

-

-

Rest of World

under 500g

£7.99

-

-

500g-1kg

£12.99

-

-

1kg+

£17.99

-

-

 

*Standard Delivery- Please allow 2-7 days for delivery.

**UK Royal Mail Special Delivery - Orders placed before 12:00 on a weekday are delivered the next day, between 9:00-13:00 GMT. The delivery MUST be signed for, otherwise the parcel will not be delivered.

***UK DPD Courier - Parcels are usually delivered within 1-2 working days from despatch. A delivery notification email will be sent as well as a 1 hour delivery slot alert on the day. You will be given the choice to change the delivery date or choose an alternative delivery option. This service does not apply to orders from outside the UK.

Europe - Royal Mail International Standard. Delivery times will vary according to destination. Please allow up to 2 weeks for delivery.

Rest of world - Royal Mail International Standard. Delivery times will vary according to destination. Please allow up to 4 weeks for delivery.

 

Please be aware that orders outside the UK may incur customs charges which are payable by the customer.

 

Returns & Replacements

If you have received any part of your order either damaged, in poor condition, or incorrect to what was ordered, please email us at customer.services@sustrans.org.uk stating your order number.

We will endeavour to replace your order or issue a full refund.

 

We do not offer refunds for digital products.  Please ensure that your device is compatible with GPX files, PDFs or Ebooks before purchasing these products.

We do not offer refunds or redeem for cash equalivant on gift vouchers or sponsor a mile.

Should you wish to return any items to Sustrans we will accept back and offer a full refund (excluding postage and packaging) on all items that have been purchased from us providing they are in a fully re-saleable condition within 30 days from the date of receipt of goods.

 

Sustrans reserve the right to refuse a refund on an item that is not in a re-saleable condition. If the product is faulty, damaged or not matching the description, we will refund the original delivery charge. We can only refund faulty items within 30 days of the receipt of goods.

       

Returned items should be sent to the following address:

 

Sustrans Customer Services

2 Cathedral Square

College Green

Bristol

BS1 5DD

 

If you have any queries regarding your order please contact us directly on 0300 303 2604 or email customer.services@sustrans.org.uk

 

Payment, Pricing & Promotions

Payment may be made by debit/credit card (Visa, Mastercard, Maestro) or PayPal (online orders only).

Discounts are only applicable for orders placed during the valid dates and within the terms of the offer. Discounts cannot be applied retrospectively.

 

Downloading Digital Products

You must be logged in to your account to download virtual products. Please log in, then click on My Downloadable Products. Click the download link and the product should download automatically.

 

 

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