Questions:
- How will my vouchers be delivered? How long will they take to arrive?
- Will my vouchers be delivered direct to my friend or relative?
- I have a query and I want to telephone someone - what number should I call?
- Where does my money go? Does my friend actually buy a sack of grain?
- I ordered a while ago and the voucher hasn’t arrived
- The system says my voucher has already been used, but I haven't chosen yet
- Do the vouchers have an expiry date? What happens if the voucher expires?
- Do I have to give Tearfund my details when I use my voucher?
Answers:
1. How will my vouchers be delivered? How long will they take to arrive?
There are two ways your vouchers can be delivered:
- By post. We will process your order within three working days, and then post your voucher(s) using Royal Mail 2nd class delivery.
- By email. We will send your voucher(s) to your email address as an attachment immediately after receiving your order. You should receive your email voucher within an hour or two of ordering. Please check your 'spam' or 'junk mail' folder in case your email voucher has arrived there.
We do not charge extra for processing and posting your order.
2. Will my vouchers be delivered direct to my friend or relative?
You can choose. If you order online, you can either have the voucher posted to your own address and then give it to your friend or relative, or fill in their address details and have it sent direct to them. Please allow up to ten working days for delivery.
If you ask us to send you the voucher by email, you’ll get it within an hour or two – it’s then up to you to choose when and how to give it to your friend or relative. Unfortunately, data protection considerations mean we can’t email it direct to them.
4. I have a query and I want to telephone someone - what number should I call?
- For enquiries about the Living Gifts scheme, including buying vouchers, redeeming vouchers, non-delivery of vouchers, etc please call 0845 241 7782 (Mon-Fri 8am-8pm, Sat 9am-5pm).
- For questions about Tearfund, how we work and who we are please call 0845 355 8355 (Mon-Fri 9am-5pm).
- To order a Living Gifts Catalogue click here.
5. Where does my money go? Does my friend actually buy a sack of grain?
When you purchase a voucher, your donation will wait in a protected account pending allocation. Your friend or relative can then use the voucher and choose one of eight areas of our work to spend it on. The money is transferred where the voucher is used.
The eight areas of work have been specially selected for Living Gifts, and your donation will go towards work in that area, whether it is food security in Burkina Faso or water and sanitation in Brazil. The examples (eg a sack of grain) give an illustration of how much that voucher buys in that area, to help the person who receives the voucher understand what sort of thing it will buy.
The tax reclaimed as part of this scheme will be used to help all of Tearfund's work, including (but not exclusively) covering the postage and administration of this scheme.
6. I ordered a while ago and the voucher hasn’t arrived
Living Gift vouchers are sent 2nd class in the UK, and so can take up to ten working days to arrive.
If your voucher still hasn't arrived after this time, call our Living Gifts hotline on 0845 241 7782.
7. The system says my voucher has already been used, but I haven't chosen yet
Call our Living Gifts hotline on 0845 241 7782 and we'll investigate for you.
8. Do the vouchers have an expiry date? What happens if the voucher expires?
The vouchers have an expiry date, usually your friend or relative will have at least five months to use their voucher.
If the voucher is not used by the expiry date it becomes invalid and the money is allocated according to where the need is currently greatest among Tearfund's projects.
9. Do I have to give Tearfund my details when I use my voucher?
No, whether you redeem your voucher online, by post or by phone, giving your personal details will always be optional.