Once we have made payment via direct bank transfer, your payment will clear in your account the next working day (providing your items reached us before 2pm*). If your items reached us after 2pm* you will receive payment the next working day, and funds will clear in your account the following working day. *Monday to Friday, excluding public holidays.
Once you receive an email to confirm that your cheque has been sent, please allow up to seven working days for the cheque to arrive.
If your cheque was sent over 7 working days ago then please check that the address listed on your account is correct before contacting customer services to organise another payment.
If you have chosen to be paid by direct bank transfer and not received it within 3 working days from the date it was transferred then please contact us and we can see what has happened. If your payment has failed due to incorrect details then we will also contact you to verify your bank details.
Due to the volume of payments we make, the sum that you have raised will not be sent individually. Instead we group all of the payments going to each charity quarterly and we send them all at once.
We’ll email you as soon as the items arrive at our warehouse. If your items reach us before 2pm* they will be processed the same day. If your items reach us after 2pm* they will be processed the following working day. We’ll keep you up to date throughout, so just keep an eye on your emails! *Monday to Friday, excluding public holidays.