FAQs and further information

How long will it take for anything to be delivered?

Tommies will be dispatched within a week of ordering. Please allow 3 to 4 weeks for any other items to arrive. We have designed the Tommy and Bootprint box so that it will fit through most letterboxes.

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

I have bought some stickers but don't know where to put them or how?

For any stickers, please ensure you have adequate permissions before applying them anywhere and be aware of any health and safety limitations in place for any areas you are using. Application should be on a clean area and special attention should be paid to ensuring they are stuck securely and sensibly. For more guidance on how to apply them, please click here.



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

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

We are unable to process any orders outside of the website. If you are a council please get in touch using our contact us page about any invoicing.

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

Please get in touch immediately quoting "Return or Cancel" in the subject so that we are able to help you with this. Once orders have been shipped we will need you to return them before we can process any refund.

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

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