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Frequently asked questions

About the installation

Where is the best place to see the poppies?

The poppies are displayed in the moat at the Tower of London.  The best view is from Tower Hill and along the moat path.

Do I have to buy a ticket to see the Poppy installation?

No.  Tower Hill and the moat path are outside the paying areas of the Tower of London.

How long will the poppies be there for?

The installation will last until 11 November.  After this time, the poppies will be picked by volunteers and sent to our distribution centre to be prepared to be sent out to poppy purchasers.

Why are there 888,246 poppies?

There is one poppy for each British fatality in the First World War.

Can we walk amongst the poppies?

The moat is not open during the installation – we feel that the best experience of the installation comes from viewing the poppies from above on Tower Hill.

Who are your charity partners?

We are very happy to be working with six service charities – these are:

Cobseo maximise the charitable support to the Armed Forces Community through co-operation, co-ordination and collaboration of organisations working in the Service Charity sector.
www.cobseo.org.uk

Combat Stress is the UK’s leading military charity specialising in the care of Veterans’ mental health, treating conditions including Post Traumatic Stress Disorder (PTSD), depression and anxiety.
www.combatstress.org.uk

Coming Home is the fundraising campaign for Haig Housing Trust, which provides specially adapted homes for seriously injured and disabled Servicemen and general needs housing for ex-Servicemen and their families.
www.coming-home.org.uk

The Royal British Legion is the nation's largest Armed Forces charity, providing care and support to all members of the British Armed Forces past and present and their families.
www.britishlegion.org.uk

SSAFA provides lifelong support to anyone who is currently serving or has ever served in the Royal Navy, British Army or Royal Air Force and their families.
www.ssafa.org.uk

“It’s all about the blokes” Help for Heroes Inspire Enable and Support those who have made sacrifices on our behalf to achieve their full potential.
www.helpforheroes.org.uk

Buying a Poppy

How do I buy a poppy?

You can buy your own hand-made ceramic poppy from the installation either online at poppies.hrp.org.uk or by calling 0303 770 1914.

Each poppy costs £25 plus postage and packaging.

Can I choose which poppy I buy?

As all the poppies are handmade and unique and due to the quantities involved, we are unable to reserve specific poppies for people.

I am a HRP member – do I get a 10% discount on a poppy?

This website www.poppies.hrp.org.uk is not operated, owned or controlled by Historic Royal Palaces.

In any event, as all the profits from the sale are going to six service charities and we want to raise as much for them as we can so we are not offering any discounts. The price of each poppy will be £25 plus postage and packaging.

What do I do if there is a problem with my order?

If the is a problem with your order then you can contact our Customer Services team on 0303 770 1914.

Can I cancel/change my order?

If you are a consumer and not a business, your legal right to cancel a contract starts from the date we confirm your order, which is when the contract between us is formed. Your deadline for cancelling the contract then depends on what you have ordered and how it is delivered:

(1) If you have ordered a single poppy then the final date on which you can cancel is 14 days after the day on which you received the poppy.

(2) If you have ordered a number of poppies then, if they are delivered on separate days, the final date on which you can cancel is 14 days after the day on which you received the final poppy.

I have a query relating to overseas orders

We deliver to most addresses within the UK, Europe and many countries around the world.

If you have a specific query in respect of a particular county then you can contact our Customer Services team on 0303 770 1914.

My order did not go through but I think you have charged me?

Our Customer Services team would be happy to look into this for you, please contact them by telephone on 0303 770 1914.

Will you be getting any replacement stock once you have sold out?

As all the poppies form part of the installation, as well as being handmade and unique, they each represent a British fatality during the First World War, therefore stock is limited and once they are all sold there will not be any replacements made.

I have received my order but it is incorrect – what shall I do?

Our Customer Services team would be happy to look into this for you, please contact them by telephone on 0303 770 1914.

Are there any Postage and Packaging fees to pay? If so, what are they?

The price of postage and packaging varies depending on your location:

UK £5.95
EU £15.95
Rest of Europe £17.95
Rest of World £19.95
British Forces Post Office £5.95

Please note that any orders of more than 10 poppies need to be made through our customer contact centre on 0303 770 1914 and the cost of postage and packaging in relation to bulk orders will vary depending on the amount of poppies purchased.

*Please note that we have recently negotiated a lower price in respect of BFPO orders, and we are in the process of refunding the postage in respect of orders made at the previous rate. If you are one of those customers then we will be in touch with you shortly.

If my poppy is missing or broken, can I get a refund?

If you are a consumer and not a business, you are entitled to a refund in the event that your poppy fails to arrive or is broken. You are entitled to a replacement or a full refund of the price and the postage and package charges.

Our Customer Services team would be happy to look into this for you, please contact them by telephone on 0303 770 1914.

Delivery of the poppies

When will my poppy be sent?

The poppies will remain as part of the installation until the end of November 2014, at which time they will be removed from the installation, checked, cleaned and packaged.

As we will have a large number of poppies to process we estimate that delivery will take place in January – February 2015, although we will of course email you closer to the time to provide you with an approximate delivery date.

What happens if my poppy fails to arrive?

If you are a consumer and not a business, you are entitled to a refund in the event that your poppy fails to arrive. You are entitled to a replacement or a full refund of the price and the postage and package charges.

Our Customer Services team would be happy to look into this for you, please contact them by telephone on 0303 770 1914.

What happens if my poppy is broken?

If you are a consumer and not a business, you are entitled to a refund in the event that your poppy is broken. You are entitled to a replacement or a full refund of the price and the postage and package charges.

Our Customer Services team would be happy to look into this for you, please contact them by telephone on 0303 770 1914.

Making a dedication

How do I make a dedication?

You are welcome to make a dedication in place of buying a poppy at http://poppies.hrp.org.uk/make-a-dedication, and all proceeds will be distributed to the six service charities. One of our charity partners, Help for Heroes, will take the donation through the Just Giving website and will distribute the donations equally between all six charity partners at the end of the installation.

Why are JustGiving and Help for Heroes collecting donations for the charities involved in this project?

Individuals may wish to make a donation to the charities associated with this project without purchasing a poppy. Donations revenues must be kept separate to retail revenues arising from poppy sales and should be subject to gift aid if possible.  JustGiving are able to accept donations and subject them to gift aid.  There is not, however, a facility within JustGiving to automatically split donations between six different charities. Help for Heroes therefore kindly agreed to accept donations and to distribute them (after deductions made by JustGiving) on behalf of Historic Royal Palaces.

Will I be able to make a donation to just one of the charities?

You will only be able to do this directly with the charities in question.  The Tower of London Remembers project will only accept donations and purchases that benefit all six charities equally.

Will I be able to make a dedication in person or on the telephone?

Unfortunately, dedications can only be made online at http://poppies.hrp.org.uk/make-a-dedication.

When will my dedication appear on the gallery?

We review every dedication submitted to the gallery to ensure that it complies with our content standards. Your dedication will therefore not appear immediately. We endeavour to review all dedications as quickly as possible but please note that it may take up to 24 hours for your submission to appear online.

The Roll of Honour

Can I pick a specific date for my relative’s name to be read out at the Roll of Honour?

We will allocate a date and let you know so that you can arrange to be present if you wish to do so.  We are unable to offer a date request service. All names are allocated for the Roll of Honour in the order in which they are received. 

I don’t have my relative’s service number?  Can I still apply for the Roll of Honour?

Yes, you can however please do check the Commonwealth War Graves Commission first to see what further details you can find out http://www.cwgc.org/find-war-dead.aspx

Other

I want to be involved?  How can I help?

Thank you!  There’s lots of ways you can be involved.

Why not volunteer to plant poppies – contact poppyvolunteer@hrp.org.uk to find out how.

Dedicate a virtual poppy to somebody important to you, or simply make a donation, with all proceeds going to our charity partners – visit poppies.hrp.org.uk

Nominate a name for our Roll of Honour – http://www.hrp.org.uk/TowerOfLondon/VisitUs/Topthingstoseeanddo/Poppies/RollofHonour

Buy a poppy and help us raise money for six incredible charities – visit poppies.hrp.org.uk or call.

Or simply take a picture and tweet using #TowerPoppies

Buy a poppy

Own a piece of history pod image

Purchase your own ceramic poppy as a permanent reminder of this truly unique and historic First World War centenary commemoration.

Buy a poppy

Make a dedication

About the installation pod image

Make a dedication in honour of a loved one who may have previously served or is still serving in the military, or simply make a donation.

Make a dedication today