We hope the following questions and answers provide you with everything you need.
If they don't and you need further help then please call us on 0870 803 1477 or e-mail us at savethechildren@sandbag.uk.com
General
1. How accurate are the product images on the site?We work very hard to make sure that the images on the site reflect the actual products we sell. Colour variations are inevitable when viewing online content.
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.
You can make a donation to Save the Children in the following ways:
BY PHONE:
Call Save the Children’s Supporter Care team on 020 7012 6400
ONLINE:
Click here to donate online.
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 is 'Elemental Chlorine Free', which means that it undergoes a much cleaner alternative to traditional chlorine bleaching and causes less environmental damage. The material used for both the cards and the envelopes is made in European paper mills with sustainable and renewable managed resources, which helps to foster a more bio-diverse forest environment and is a less polluting production process
Ordering
5. Is ordering from you on the Internet safe and secure?Generally it is just as safe to order online as it is to pay using your credit or debit card in a shop. This site uses a Thawte Security Certificate, which guarantees that we are who we say we are.
Yes you can, but please be quick. Email our customer service team via savethechildren@sandbag.uk.com who will arrange to change the order. You can also call our team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK).
If you wish to cancel an order you've placed please send a message to our customer service team who will arrange to cancel the order and refund you any money you've paid. You can also call our team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK). Alternatively you can e-mail us via savethechildren@sandbag.uk.com You can only cancel an order prior to it being dispatched.
If you order twice by mistake send a message to our team via savethechildren@sandbag.uk.com or by calling 0870 803 1477 (+44 (0)870 803 1477 from outside the UK) and tell them the reference number of the item you want cancelled. They will arrange to cancel the order and refund you any money you've paid. You can only cancel an order prior to it being dispatched.
The normal reason for not receiving your order confirmation is that you are using a Hotmail account or similar as your email address and you have exceeded your mail quota or the message has been spam filtered. The other reason is that you accidentally entered your email address wrongly when you registered it with us.
There can be a several reasons why you may receive your order with some items missing. The usual reason is that your order has been sent out in more than one package and you haven't received them all yet. Another cause is that one of the items you ordered was unavailable and so we have refunded you for that item. The final reason for your order missing items is that we have made a simple mistake while picking your order. If you discover that your goods are missing you should send us a message or call our customer service team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK).
Or email savethechildren@sandbag.uk.com and explain the situation.
If you discover that your goods are incorrect you should send us an e-mail via savethechildren@sandbag.uk.com or call our customer service team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK). and explain the situation. We will arrange for replacements to be sent out to you and instruct you on what to do with any incorrect items you received.
Shipment
12. Do you ship to my country?Yes, we ship globally.
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.
The first thing you should do if the goods haven't arrived even though we've emailed you telling you they've been sent, is to 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 customer service team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK) or email our customer service team via savethechildren@sandbag.uk.com who will then investigate the matter for you.
If you have a problem at any point please contact our customer service team on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK). Alternatively you can e-mail us via savethechildren@sandbag.uk.com
Once your order has been dispatched from our warehouse an automated email is sent to your registered email address letting you know.
shipping is included in the price of the gift.
We take a great deal of care when packing orders to make sure that the items you've ordered arrive undamaged, however, occasionally goods do get damaged in transit.
If you discover something in your order is damaged you should call us on 0870 803 1477 (+44 (0)870 803 1477 from outside the UK), or mail savethechildren@sandbag.uk.com and explain the situation.
We will arrange for replacements to be sent out to you and instruct you on what to do with the damaged ones.
Do not send the damaged items back without having contacted us first.
Payment
19. How can I order from you without using my credit card on-line?We accept cheques and postal orders from UK customers and international money orders from international customers. Please complete an order form and send it with your cheque or postal/money order to the following address:
Save The Children
c/o Sandbag Ltd
PO Box 2656
Reading
RG1 8XR
Click here to download an order form
We accept payment by all major credit cards.
Please note: We only accept cheques/money orders made out in UK sterling pounds.
Cheques/money orders must be made payable to Sandbag Ltd. The address to send to is:
Save The Children
c/o Sandbag Ltd
PO Box 2656
Reading
RG1 8XR
We accept all credit cards issued by Mastercard, Visa, JCB.
We accept Mastercard, Visa Debit, Visa Delta, Switch, Solo and Maestro.
All credit card, debit card transactions are debited at the time you submit your order on the store.
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