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Retail COVID-19 FAQs

All of our shops have now reopened and are welcoming back their customers. Please see individual shop pages on the website for opening days and times.


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Are all of your hospice shops now open?

Yes, all of our shops have now reopened and are welcoming back their customers. Please see individual shop pages on the website for opening days and times, which may have changed.

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 including limiting the number of customers allowed in each to maintain a safe social distance.  It is mandatory to wear face coverings in all shops.

What is your refund policy?

For health and safety reasons, customers cannot try on any 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?

Our shops are only able to accept limited donations because of the need to quarantine and store items. Space is restricted therefore 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 really need your donations of clean good quality:

  • Clothes (freshly laundered)
  • Shoes, handbags, and accessories
  • Games, toys (with a CE certification mark), soft toys and puzzles
  • Bric-a-brac
  • Paperback fiction
  • Furniture

We cannot accept:

  • Electricals
  • Toys without a CE certification mark
  • Hardback books
  • Unsaleable items. Please note that any items not fit for sale cost us vital hospice funds to dispose of.

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 on Mondays and Tuesdays, from 9.30am to 12.30pm or until safe capacity has been reached.

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

We are operating a limited furniture collection and delivery service which can be arranged through one of our four furniture shops situated in Durrington (01903 601737), Ferring (01903 700359), Wick (01903 725278) or Havant in South East Hampshire (02932 478668).  Please see our website for further details.

For more information or to discuss our house clearance service please contact our Retail Distribution Centre. Tel: 01903 275660 or 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.

Is your Chestnut Tree House Bridal department upstairs in Bognor open?

Yes, our Chestnut Tree House Bridal Department upstairs at our Bognor shop is open by appointment only.

For more information and to make an appointment with the Bognor Bridal department please call 01243 868748.

What measures are in place to ensure these appointments are safe?

  • Brides may attend by appointment only and bring 1 person only from the same household or bubble.
  • On the day before the appointment, a call will be made to the customer and accompanying person to ensure they are not showing signs of Covid-19.
  • A face covering or mask must be worn in the shop.
  • Brides may browse the dresses with gloves on and these will be provided.
  • The fitting room will be sanitized before and after each appointment.
  • Once tried on, dresses will be quarantined in accordance with Government guidelines.
  • For more information, please call the individual shop to speak to the manager.

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.