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Retail COVID-19 FAQs

Some of our shops have now reopened. Other shops will reopen in a phased roll-out. Please find out latest FAQs below.


When will your hospice shops be open?

We have now opened our Chestnut Tree House shops at Bognor, Brighton, Goring, Havant, and Seaford. More shops will reopen shortly in a phased roll-out. Please see individual shop pages on the website for opening days and times.

What measures are in place to ensure shops are safe?

We are complying with Government and Charity Retail Association guidelines around the safety of our staff and customers. The number of customers allowed in each shop will be restricted according to the size of the shop in order to maintain a safe social distance.

What is your refund policy?

For health and safety reasons, customers are unable to try on items and our changing rooms are currently closed. We have therefore extended our refund policy to 14 days for the time being.

Can I take my donations to your shops?

Some shops are only able to accept limited donations, because of the need to quarantine and store items. Donations cannot be accepted once a safe capacity has been reached. Please contact your local shop for more details and before making a journey.

Where can I take my donations to support the hospices?

Our warehouse can safely quarantine donations but we are limited as to what we can accept.

This is for reasons of staff and customer safety and limited storage capacity.

We can accept clean good quality:

  • Clothes (freshly laundered)
  • Shoes, handbags, and accessories
  • Games, toys, and puzzles
  • Bric-a-brac
  • Paperback fiction

We cannot accept:

  • Large furniture
  • Electricals
  • Soft toys
  • Hardback books
  • Unsaleable items

We will expand the above list as soon as it is safe to do so.

Where is your warehouse?

It is located just off the A27 at Unit A, Northbrook Trading Estate, Northbrook Road, Worthing BN14 8PN.

Tel: 01903 275660

Email: retailcustomerservice@stbh.org.uk

The warehouse is open for donations from 9:30am to 3:30pm on Tuesdays, Wednesdays, and Thursdays.

Are you operating your house clearance, delivery, and collection services?

We have started a limited collection and delivery service in the Arun area.  Currently this can only be arranged through our Retail Distribution Centre. Tel: 01903 275660. Email: retailcustomerservice@stbh.org.uk.

We can only accept furniture that is in good enough condition to sell in the current climate. Our delivery drivers are instructed to turn down unsaleable items. All donated furniture must comply with Trading Standards, including fire labels where applicable. Please call us to discuss how best we can help you.

How will we ensure the safety of our customers and drivers during collections and deliveries?

  • Delivery drivers cannot enter a home where someone has Covid-19 symptoms, is self-isolating or shielding.
  • Please sanitise all hard surfaces of donated furniture.
  • Items will be collected from outside, or ideally from a garage or covered area.
  • We have to avoid entry to a customer’s home.

Are you looking for volunteers?

Yes, we need even more volunteers to join our friendly teams in the shops and in our warehouse to help us bounce back from the temporary closures during the pandemic. If you can offer a few hours, either long term or just for the summer holidays, we would love to hear from you.

Please contact Voluntary Services on 01903 706315 or email volunteers@stbh.org.uk.

Is Chestnut Tree House children’s hospice open?

Please find all of our latest updates to services affected by the COVID-19 virus, health advice and guidance on visiting the hospice on our COVID-19 information page.

Thank you for your understanding and continued support.

This information is subject to change.