FAQs


How long will it take for anything to be delivered?

30cm Tommies will arrive within 2 weeks thanks to the amazing work of the veterans over at RBLI.

Any other item will be with you within 3 to 4 weeks from ordering.

If you have ordered silhouettes or a 6 foot Tommy you will receive a notification no less than 48 in advance to let you know it is arriving.

I don't have a credit card to pay with. Will this be a problem?

Shopify payments and Paypal both accept debit cards and are both secure payment options. As you progress from your cart through to checkout you will see the option to pay with Paypal or by filling out your card details. You won't need to create an account for either option and, if one doesn't work, you can try the other safe in the knowledge your information is safe.

I don't live in mainland UK. Can I still buy from your shop? 

We want as many people as possible to be able to take part in our project. Regardless of where you live, anyone can buy a 30cm Tommy with UK shipping costing £3.00 and International shipping costing £7.00.

For all other items there is a premium on shipping for certain areas of the UK and this will be calculated in the cart.

Please ensure that you insert a space in your postcode so that our system will recognise it and automatically price your shipping. E.g. BT57 8SU

Please email our enquiries email for international shipping.

I ordered a 30cm Tommy but might be out when it arrives. Is this okay?

We designed our 30cm Tommy to fit through any letterbox so don't worry if you happen to be out when it is delivered. 

I am unsure about buying online or someone I know would like to order over the phone. Is this possible?

We understand that not everyone is able to order through our online shop. Therefore, if you call the office at 0300 303 3837   Monday to Friday from 9:00am - 5pm we will help you order. Due to the unprecedented levels of support we have had we are very busy at the minute so please be patient with us and will try to help as quick as possible.

I want a name engraved on my Tommy. Is this possible?

We have partnered with the Timpsons foundation who have kindly given all our customers a discount on engraving. If you print off this the voucher FOUND HERE and take it into any Timpsons they will engrave the name for you.

If you have any issues engraving you can contact Timpsons with the following number 0800 0014016 

I'm filling out the Name Blocks file and am having trouble. What can I do?

When filling it out only certain sections can have any information entered. These are, the yellow box and the columns under Line 1 and Line 2. Line 1 and Line 2 denote the order of the words on the block. If you want Rank above Name enter Rank on Line 1 and Name on Line 2.

If you have further issues with the file you can copy the format: Name and Address on the top along with the date, then two columns of Line 1 and Line 2. There is a maximum of 22 characters per line and max 2 lines. Please ensure any file you use is saved as .CSV

I would love to buy some silhouettes for my community or organisation but we can't quite afford it? Can you help?

For those who are interested in taking part in the project, whether you are representing a religious organisation, school, village council or other community organisation, The Armed Forces Covenant Trust Fund will be releasing microgrants to allow as many communities  as possible to take part. You can find out more information here: https://www.therebutnotthere.org.uk/taking-part/armed-forces-covenant-fund-trust/

I made an order but I want to change it. What can I do?

We can only change orders within reason but can only amend aspects before it is shipped. Name blocks cannot be changed once ordered.

I saw your 6 foot Tommies on TV and would love to buy one or see one in person. How can I do this?

You can find all Tommies and silhouettes on our products page here: https://shop.therebutnotthere.org.uk/collections/all-products

You can also find out more information on our site at www.therebutnotthere.org.uk or by subscribing to our mailing list or following us on social media. This way you can find out about more key project dates.

Read our Privacy, Data and Cookies Policy here: https://shop.therebutnotthere.org.uk/pages/privacy-and-cookie-policy