Frequently asked questions

Before getting in touch, have a read of some of the most frequently asked questions to see if your question is answered here.

When will I get my order?

We have three different delivery options that you can choose from:

  • Standard delivery 5-10 days £2.95
  • Speedy delivery 3-5 days £6.95
  • Express delivery 2-3 days £9.95

My order has been lost or damaged in the post

For all damaged, lost or faulty resources please get in touch with us by calling 0300 303 0555 or emailing quoting your order number. W

e will be happy to send replacements free of charge.

Donations and Gift Aid

Adding a donation to your order is completely optional but allows us to continue our vital work to protect children and young people. When making a donation you will be asked whether you would like to claim Gift Aid. If you pay income tax then adding Gift Aid allows us to claim an extra 25p for every £1 donated. We greatly appreciate your fundraising for The Children’s Society so do not feel the donation is mandatory.

Cancelling your order

If you need to cancel your order, please get in touch on 0300 33 0555 or email quoting your order number.

Can I order from outside the UK?

Unfortunately we only send fundraising resources to addresses within the UK.

I can’t find the resource I am looking for

When resources become available we endeavour to get them up on our online shop as soon as possible. If you would like to know when a specific resource will become available again, please call 0300 303 0555. Sometimes the resource you are looking for is no longer produced. 

How do I purchase Christmas cards or access your eBay shop?

If you would like to purchase Children’s Society Christmas cards please visit our charity Christmas card shop.

We also operate an eBay shop that sells new and used items with the funds directly supporting our work.

How do I access the downloads I’ve ordered?

You will be emailed an order confirmation that will include a link to download the resource you’ve ordered. If you’ve created an account, the download will also be available to download from your account area.

I am unable to log in to my account

We recently developed a brand new online shop which means that old log-ins no longer work. If you haven’t already, please create a new log in. If you have already created a new account and still can’t log in, please use the ‘forgotten password’ link to reset your password.

How can I find out more about the work of The Children’s Society?

We have lots of information about our work with children and young people on our website but if you have any questions, feel free to ring our friendly Supporter Care team on 0300 303 7000 or

How can I find more information about fundraising for The Children’s Society?

If you’re not yet sure how you could fundraise, we have lots of great ideas on our website as well as challenge events you can register for such as runs, treks and other challenges. Alternatively, our Supporter Care team will be happy to answer any questions either by phone 0300 303 7000 or email at

Is your question still not answered? We will be happy to help if you give us a call on 020 7841 4400 or email