Charity2Charity help is designed to try to assist the new user into making a simple bid or buying a charity shop product.
Making a bid on an Auction item
1. First of all you must join and become a member of the site, in doing this you sign up to be sent email to your personal address so we can keep you informed on your "Bid" and other charitable information that may be useful for you and the charities you support.
2. When filling out the information requested make sure you use a "bidding" name that is not your own but obviously something you can remember, for example Fred Kimberly = "Blogs1".
3. Once you have joined you may then make a bid, if the bid is the highest at that time your name will be associated with the auction item e.g "Highest bidder = Blogs1" @ £41.00.
4. As others bid against you their name will appear and you may continue to try and win the bidding by placing a higher bid.
5. When the time for the auction is closing be careful to watch the product carefully, as people "Snipe" and may try to out bid you by a slightly higher bid at the last moment before the auction time closes.
6. If you have been lucky to win the auction item please look at your email for a confirmation statement. This will have a link to PayPal for you to follow to pay for the item and information on how you will receive it.
7. When paying through PayPal you may pay by most popular credit or debit cards.
8. The auction item will be dispatched to you from the charity it was donated from, if you have any query towards the actual item please contact the charity information point, details of which will be on the statement.
Buying an item from the online charity shops
1. If you wish to purchase an item from any shop on the site please select the item and place it into your shopping basket.
2. You may shop from one or many shops, once you have completed your choices, please move to the shopping basket and checkout. In checking out you will need to have entered your login name and password. Otherwise you will need to join and then proceed to checkout.
3. Payment can be made using most major credit and debit cards through the PayPal portal.
4. Once your payment has been processed you will receive a sales statement confirming all purchases. Dispatch of the items will be from the various charities or fulfilment supplies as noted on the statement.
Delivery expectations
Delivery dates will also appear on all statements, please contact the supplier or the charity if the goods have not been delivered after a normal waiting period.
Payments
If there are any issues with regard to payment please contact Charity2Charity at the address on the contacts page and we will endeavour to sort it out for you.
Complaints Procedure
Our aim is to deal with customer grievances or complaints in an efficient and fair manner. Quality of service is of paramount importance to us and complaints will be investigated as a priority. Any received complaints will be addressed within 14 working days of the receipt of the complaint. The person who issued the complaint will be kept apprised of developments pertaining to the complaint as the developments arise and are implemented. The person who issued the complaint will also receive notification of any resultant actions taken as a consequence of the complaint. All complaints will be logged and contribute towards an in-house continual improvement programme, which is designed to eradicate the cause of future complaints.
How to Complain
If you feel you have a complaint then please contact our Customer Services department:
email complaints@charity2charity.com or tel: 0845 224 2215
Alternatively, please write to: Alison Arellano, Complaints Department, Charity2Charity Ltd. Devonshire House, Manor Way, Borehamwood, Herts. WD6 1QQ UK
You will be informed within 14 working days of our reply to your complaint, detailing and explaining any actions taken by us to resolve the issue.
GiftAid
The HM Government allows charities to regain a certain amount of tax back from anyone giving to a charity and is a normal tax payer within the UK. More details of this can be found on the GIFTAID page. If you are a UK tax payer and meet the conditions then please electronically sign at the shopping basket checkout, that you wish for the charity to ask the UK Government for the correct tax refund as appropriate.
Shopping Basket
