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?
- What are the different types of voucher?
- I have received an email voucher to send on - what do i do? What does the recipient need to allow them to open it?
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 1st class delivery during December, 2nd class at other times.
- 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.
3. 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.
4. 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 five areas of our work to spend it on. The money is transferred where the voucher is used.
The five areas of work have been specially selected for Living Gifts, and your donation will go towards work in that area, whether it is children at risk in India or food security in Burkina Faso. The examples (e.g. providing 40 children's lunches) 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 covering part of the postage and administration of this scheme.
5. 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.
6. 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.
7. 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.
8. 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.
9. What are the different types of voucher?
Single postal gifts - where you can personalise the message and we can send it directly to your friend or relative. You have the option to send more personalised postal or email vouchers.
Lots of postal gifts - want to fill in the order form like in the catalogue? Complete this order form online to buy many postal vouchers quickly. This means you don't get a personal message printed.
Single email gift - if you want to send an email voucher with a personal message. Select a design, add your message and we'll send the email directly to you. You have the option to send more personalised postal or email vouchers.
Lots of email gifts - if you want to choose lots of email vouchers in one go. There won't be the option for a personalised message to be printed.
10. I have received an email voucher to send on - what do i do? What does the recipient need to allow them to open it?
Make sure that when you email the attachment is included. Your friend/relative needs to have some pdf reader software such as Acrobat on their computer.