FAQs

Online Shop – FAQs

We hope the following questions and answers provide you with everything you need to know about your Save the Children online shop and virtual gifts order.

If they don’t and you need further help then please call our Supporter Care team on +44 (0)20 7012 6400 or email us at supportercare@savethechildren.org.uk

Which payment methods 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. We also accept PayPal.

General

Are the gift materials used environmentally friendly?
Save the Children is committed to minimising the ecological impact of our online gift shop and to maximising its long-term environmental sustainability. The material used for all of our cards 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.

Do you sell Christmas cards?
Yes, have a look at our Christmas shop or Christmas cards category to see our latest designs

Ordering

Is ordering from your online shop safe and secure?
Yes, this site currently uses PayPal and Worldpay. PayPal protects your financial information with industry-leading security and fraud prevention systems. We also use Worldpay’s Security Certificate which guarantees that we are who we say we are.

Can I change or cancel my order after it has been submitted?
Unfortunately we are unable to change orders after they have been submitted as we are picking them daily to ensure they get to you on time.

We hope that you will be happy with the product that you have ordered from us, but if not you can take it to any of our Save the Children shops for a full refund within 28 days of delivery. Please ensure you bring your email confirmation of the purchase with you.

What are your delivery charges for online shop items and cards?
Our delivery charges are £3.95 for 1st Class Royal Mail delivery. Please note you will be unable to track this method of delivery.
For those last minute gift solutions, we offer a Next Day delivery ‘signed for’ service (Monday – Friday), which costs £7.99 for orders placed before midday the previous working day. Just select this option as the delivery method at checkout stage.

How long will it take for my order to arrive?
For Royal Mail delivery, orders will usually arrive within 3 – 5 working days.

For European addresses, delivery will usually take 5 – 7 working days.

For Next Day delivery, as long as you place your order before midday the previous working day, you should receive your item the next working day.

Can I track my order?
You can track your order when you choose a Next Day delivery service only. Please call our Supporter Care team on +44 (0)1623 724491 or at savethechildren@prolog.co.uk

What is the deadline for Next Day delivery?
To receive your item the next day, you must place your order before midday the previous working day*. If you place your order after midday on Friday or at the weekend, your order will be delivered on Tuesday.

*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.

Why do you charge for delivery?
The £3.95 we charge for standard delivery helps cover the cost of postage and packaging, this means more money goes towards saving children’s lives and help them fulfil their potential.

I haven’t received my order – can you help?
If you think your order may have been lost in the post, call our Supporter Care team on +44 (0)1623 724491 or email us at savethechildren@prolog.co.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 +44 (0)1623 724491 or email us at savethechildren@prolog.co.uk

How do I know if my order has gone through?
Once you’ve ordered your item online, a printable confirmation page will appear, detailing your order 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.

If you haven’t received a confirmation email, it may have gone into your spam folder in your inbox, so try checking there. If you can’t find it, please call our Supporter Care team on +44 (0)1623 724491 or email us at savethechildren@prolog.co.uk

What should I do if I have problems placing my order?
Call our Supporter Care team on +44 (0)20 7012 6400 who will be able to help you.

How do I query an order that I have placed?
Call our Supporter Care team on +44 (0)1623 724491 or email us at savethechildren@prolog.co.uk

Can I order multiple items at the same time?
Yes! You can increase the number of items when you view your basket. You can either send your items to your billing address, or choose to send them to a different address.

Payment

When am I charged for my order?
All 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?
If you top up your order with a donation, that will be eligible for Gift Aid. With Christmas cards 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 Virtual 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 supportercare@savethechildren.org.uk or call us on +44(0)20 7012 6400. View our Supporter Promise for more information on our guarantee to you when you choose to support Save the Children.