Frequently asked questions
Wish List - FAQs
We hope the following questions and answers provide you with everything you need to know about your Wish List order.
If they don't and you need further help then please call our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk.
General
What is Wish List?
Wish List is a virtual gift store where you can buy gifts for friends and family while helping children around the world. There’s a gift for everyone, and we’ve grouped them into themes to make them easier to find. Each gift you buy will count as a contribution to our work in the gift’s theme: find out more on how your money is spent.
Are the gift materials used environmentally friendly?
Save the Children is committed to minimising the ecological impact of Wish List and to maximising its long-term environmental sustainability. The material used for the cards and posters is made with sustainable and renewable managed resources, which helps to foster a more bio-diverse forest environment and is a less polluting production process.
How can I order a paper catalogue?
To order a paper catalogue for Wish List and Christmas cards, please call our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk.
Ordering
Is ordering from your online shop safe and secure?
Yes, this site uses a WorldPay Security Certificate, which guarantees that we are who we say we are.
Can I change or cancel my order after it has been submitted?
Yes you can, but please be quick. Email our Supporter Care Team at supporter.care@savethechildren.org.uk who will arrange to change the order. Or you can call us on 020 7012 6400 and confirm the changes to your order by phone.
How do I know if my order has gone through?
A printable confirmation page will appear once your order has gone through, detailing your order number and Worldpay identification number.
You should also receive an email confirmation within an hour of placing your order (as long as you entered your email address correctly), which will detail your order.
What should I do if I have problems placing my order?
Call our customer service team on 01787 884247 (+44 (0) 1787 884247 from outside the UK) who will be able to help you.
How do I query an order that I have placed?
Call our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk.
What are your delivery charges for Wish List items and cards?
Free Royal Mail 2nd class delivery is included in the cost of your purchase.
For those last minute present solutions, we offer a ‘Next Day’ delivery ‘signed for’ service (Monday – Friday), which costs £3.60. Just select this option as the delivery method at checkout stage. Please call us on 01787 884247 (+44 (0) 1787 884247 from outside the UK) to find out more.
Can I have my order fast-tracked?
You can track your order when you choose a Next Day delivery service only. Please call our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk.
**Please note that we are unable to provide a ‘Next Day’ delivery service to overseas supporters.
**The Post Office cannot guarantee delivery times during severe weather conditions.
Can orders be delivered outside of the UK?
You can buy from our online shop if you live outside of the UK and we will ship to your confirmed address.
How long will it take for my order to arrive?
Most orders are dispatched within one to five working days. Once your order has been dispatched it takes one or two days to be delivered to UK addresses, about a week to be delivered to European addresses approx two or three weeks for all other countries.
I haven't received my order - can you help?
If you think your order may have been lost in the post, our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk providing your full name and address and if possible, the gifts ordered and details of when payment was taken from your account.
What should I do if some of my order is missing or wrong?
If the goods haven't arrived even though we've emailed you telling you they've been sent, contact your local postal delivery office to see if they are holding your goods for you. UK and European customers should do this after five days but before two weeks has elapsed. Customers from outside Europe should wait two weeks and then contact their postal delivery office. If the postal delivery office hasn't been able to help you, please contact our Supporter Care Team on 020 7012 6400 or email us at supporter.care@savethechildren.org.uk.
What do I receive if I buy a Wish List gift?
You receive a beautiful gift card by post where you can add a personal message together with a gift poster and envelope that you can then send on to the person you’ve bought the gift for. You can also choose to receive an ecard by email to send yourself, or receive a PDF card by email that you can print.
Can you send Wish List cards directly to the recipient on my behalf?
When you order online, you can personalise your gift card and also choose which address to send it to. You can choose to send the cards to your friend’s address directly and they will receive a gift envelope with a gift poster and your card personalised with your name and message.
You can also choose to send your recipient an ecard by email, which will include a link to download a gift poster that they can print themselves.
Payment
How can I order from you without using my debit / credit card on-line?
You can call our our Supporter Care Team on 020 7012 6400 and place your order by phone, or email supporter.care@savethechildren.org.uk.
How can I pay for my order? Which credit / debit cards do you accept?
We accept all credit cards issued by Mastercard and Visa as well as the following debits cards: Mastercard, Visa Debit, Visa Delta, Switch, Solo and Maestro.
When am I charged for my order?
All credit card, debit card transactions are debited at the time you submit your order on the online store.
Gift Aid and data protection
Do you share my personal information?
Your personal information isn't supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.
What is Gift Aid?
The Gift Aid scheme is a government initiative which enables Save the Children to reclaim the basic rate tax that has already been paid on donations received. This increases the value of your donations by 25%. To sign up to Gift Aid, you must pay Income or Capital Gains tax. And you must have paid enough tax in the tax year in question to cover the amount which Save the Children will reclaim.
More information on Gift Aid can be found here
Can I Gift Aid all my gifts?
Only Wish List gifts are counted as donations and are therefore eligible for Gift Aid. If you top-up your order with a donation, that will also be eligible for Gift Aid. With Christmas cards and Born to Shop goods you are buying a product, rather than making a donation. However, you can still sign up to Gift Aid whatever you buy, as if you make further donations or buy Wish List gifts in the future – we’ll be able to reclaim the tax back on these gifts only.
I don't want to receive mailings from you, what do I need to do?
We’d really like to keep you informed about our projects and activities. However, if you would rather not receive such information, please email us at supporter.care@savethechildren.org.uk or call us on 020 7012 6400 (+44 (0)20 7012 6400 from outside the UK).
Born To Shop – FAQs
When will my order be delivered?
T-shirts: Your orders will be sent to you by recorded delivery. Delivery charges are as follows:
- 1 T-SHIRT PER PACK - £3.65
- 2 T-SHIRTS PER PACK – £4.65
- 3 T-SHIRTS PER PACK – £5.65
- 4 T-SHIRTS PER PACK – £6.65
- 5 T-SHIRTS PER PACK – £7.65
Please allow 7-14 days to receive your order.T-shirts can only be delivered to a UK address.
Glow Bands: Glow Bands-only orders have a delivery charge of 50p. Glow Bands that are part of a t-shirt order will not incur an additional delivery charge. Your orders will be sent to you by 1st Class Royal Mail. Please allow 7-14 days to receive your order. Glow Bands can only be delivered to a UK address.
What is your returns policy?
T-shirts: Unfortunately we cannot accept returns of personalised t-shirts unless the garment or printing is at fault. Please check the size and wording of your t-shirt before ordering.
If your t-shirt is faulty please contact the Supporter Care line Tel: 020 7012 6400 or email supporter.care@savethechildren.org.uk.
Glow Bands: Please contact the Supporter Care line Tel: 020 7012 6400 or email supporter.care@savethechildren.org.uk if you wish to return your Glow Bands.
Do not return your item to Save the Children.
Who do I contact if I have a question about my order?
For general queries contact the supporter care line Tel: 020 7012 6400 or email supporter.care@savethechildren.org.uk
Gift Aid and data protection
Do you share my personal information?
Your personal information isn't supplied to third parties except when it is required by law. We do not allow third parties access to our customer list.
What is Gift Aid?
The Gift Aid scheme is a government initiative that enables Save the Children to reclaim the basic rate tax that has already been paid on donations received. This increases the value of your donations by 25%. To sign up to Gift Aid, you must pay Income or Capital Gains tax. And you must have paid enough tax in the tax year in question to cover the amount that Save the Children will reclaim.
Can I Gift Aid all my gifts?
Only Wish List gifts are counted as donations and are therefore eligible for Gift Aid. If you top-up your order with a donation, that will also be eligible for Gift Aid. With Christmas cards and Born to Shop goods you are buying a product, rather than making a donation. However, you can still sign up to Gift Aid whatever you buy, as if you make further donations or buy Wish List gifts in the future – we’ll be able to reclaim the tax back on these gifts only.
More information on Gift Aid can be found here.
I don't want to receive mailings from you, what do I need to do?
We’d really like to keep you informed about our projects and activities. However, if you would rather not receive such information, please email us at supporter.care@savethechildren.org.uk or call us on 020 7012 6400