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Adoption FAQs

I haven’t received my adoption pack. What should I do?

Adoption packs usually take 2-3 working days to arrive but can take up to 5 working days. Your postman/woman may have left your pack in a safe place or left a card advising for it to be collected at your local sorting office so you may want to contact them directly to see if your pack is with them.

Adoptions sent by Next Day delivery will require a signature, so you may be left a card asking to arrange re-delivery if you’re not in.

If your pack hasn’t arrived, please call our Supporter Services team on 0800 035 5929 (7 days a week, 8am to 10pm) or e-mail us.

My pack doesn't contain a certificate

Your adoption certificate will be the first leaflet at the front your adoption pack and will fold out to show a photograph of your adopted species on one side and your certificate on the other. You can also download an online certificate here.

If your pack doesn’t contain a certificate, please call our Supporter Services team on 0800 035 5929 (7 days a week, 8am to 10pm) or e-mail us and we’ll be happy to send you out a replacement.

My adoption is a gift but won’t arrive on time. What can I do?

You can print or email a personalised gift certificate online to give while you’re waiting for the pack to arrive here.

How quickly will I receive my adoption pack?

Your adoption pack should arrive within 2-3 working days but it can take up to 5 working days. It may also take up to 6-7 working days if you ordered it directly from one of our face to face fundraisers. For Europe, allow 21 days and for the rest of the world 6 weeks.

If you've chosen Next Day delivery, your pack should arrive the next working day if ordered before 12pm. If you live on an island or in the Highlands, your pack may take 1 - 2 days longer to arrive.

Please note, if you've purchased an animal adoption as a gift, you can choose for it to be sent directly to you or to the gift recipient. If you choose to have the gift sent directly to the recipient, you'll still receive a written confirmation of your purchase.

Adoption packs arrive in a small box and typically don't fit through a letter box. Royal Mail will endeavour to leave the pack with a neighbour, but if delivery cannot be made it'll be returned to your local sorting office and a card will be provided. After two weeks, this will automatically be returned to us.

Adoptions sent by Next Day delivery will require a signature, so you may be left a card asking to arrange re-delivery if you’re not in.

If you haven’t received your adoption pack within the timeframe, please contact Supporter Services on 0800 035 5929 (7 days a week, 8am to 10pm) or e-mail us.

Can I pay for an adoption with a one-off payment?

Yes, this option is available on our website. Just select the 'Prefer a one-off payment?' option in the adoption process. Alternatively, you can pay over the phone by calling the Adoption & Membership team on 0800 035 5929 (7 days a week, 8am to 10pm). Just have your credit/debit card details ready.

Can I change the delivery address for my adoption pack after I’ve placed my order?

You can if you inform us within 12 hours of placing your order by calling our Supporter Care team on 0800 035 5929 (7 days a week, 8am to 10pm) and provide us with the change of address details. After this time, I’m afraid the adoption or membership pack will already be ready for dispatch and the delivery address cannot be changed.

How long will my adoption last for?

If you're donating by monthly Direct Debit, your adoption will continue until you contact us or your bank and ask it to be stopped.

If you're donating by one-off payment by credit/debit card or cheque, your adoption will last for a year and you'll receive an invite to renew your adoption for another year in your final update of the year.

How can I renew my adoption?

It’s fantastic to hear that you’d like to renew your adoption! It's easy, just contact our Supporter Care Team on 0800 035 5929 (7 days a week, 8am to 10pm). They can renew your animal adoption for you. Just have your credit/debit card or bank details to hand.

Can I adopt an animal if I don’t live in the UK?

Yes, you can, but only by making a one-off payment as we can't set up a Direct Debit from an overseas account. Just select the 'Prefer a one-off payment' option shown underneath the Join Today button on the website and follow the instructions. Make sure that you insert your country of origin from the drop down list in the 'Country' box when filling in your details.

Alternatively, we can set this up over the telephone. To do this, please call our Adoption and Membership team on 0800 035 5929 (7 days a week, 8am to 10pm).

We aim to dispatch your pack within three working days; for Europe, please allow 21 days for delivery; for the rest of the world 4-6 weeks.

How often will I receive updates about my adopted animal?

We will send you news about your adopted animal three times a year usually around February, June and October.

Your adoption news will include an update on your chosen animal; Wild World leaflet and Go Wild for juniors.

If you have a WWF membership, you’ll receive our Action magazine.

If you don't receive your adoption updates, please contact our Supporter Care Team on 0800 035 5929 (7 days a week, 8am to 10pm) or e-mail us.

If I adopt an animal, will I be the only person who adopts that animal?

Our adoptions are a figurative way for you to support WWF. This means everyone adopts the same animal or group of animals.

They're wild animals that we're usually able to monitor as part of an ongoing conservation project.

For example, all our tiger adopters have adopted the tigers of the Khata corridor. The money raised is used for tiger conservation work, including the conservation project in Khata.

This makes it easier for us to provide feedback on one or a small group of adopted animals, rather than many individual ones, and keeps our administration costs to a minimum, ensuring that more of our valuable funds are used for our conservation work.

What animals do you have for adoption?

We have a number of different animals for adoption. Just visit our website here and choose which one you'd like to support.

How can I find out more information about my adopted animal?

We'll send you updates about your adopted animal three times a year, usually in February, June and October. But if you want to find out more information about your adopted animal (and other magnificent species) you can do so by visiting the Wildlife section of our website.

How is my adoption money spent?

Our planet’s wildlife is rapidly disappearing and money from adoptions helps us protect some of our most important species from direct threats such as hunting or poaching, as well as indirect ones like habitat loss and climate change. Money from our adoptions goes both directly to support the species adopted, as well as to fund our wider work to protect nature and our planet. In our last financial year, for every £1 WWF raised, 71p was spent on on-the-ground conservation programmes and work to tackle the biggest threats to our world.

What is your refund policy?

Under charity law, WWF-UK are not permitted to refund donations but understand there may be instances where it is necessary. For example, if a duplicate adoption has been set-up in error or a credit/debit card has been used fraudulently.

As part of our Supporter Promise, we engage with supporters with empathy and understanding, developing lasting, loyal and trusted relationships. So, if you do need to discuss your donation, give us a call on 0800 035 5929 – 7 days a week, 8am to 10pm – or e-mail us at supportercare@wwf.org.uk and our friendly Supporter Care team will be happy to have a chat, see what’s happened and do our best to resolve it for you.

An error has been made with my Direct Debit payment, can I receive a refund?

Under the Direct Debit guarantee, you are entitled to a full refund of the amount paid from your bank if an error is made with your Direct Debit. You can make a Direct Debit Indemnity Claim directly with your bank who will immediately refund the amount directly back into your account.

If you think an error has been made, give us a call on 0800 035 5929 – 7 days a week, 8am to 10pm – or e-mail us at supportercare@wwf.org.uk and our friendly Supporter Care team will be happy to help you resolve this.

Membership FAQs

How do I become a member of WWF-UK?

You can become a member of WWF by signing up via the website here. You can also set up a WWF membership as a gift for someone else. Just tick the gift box next to the Join Now button. Alternatively, you can telephone our Adoption & Membership Team on 0800 035 5929 (8am-10pm, 7 days a week).

How quickly will I receive my membership pack?

Your membership pack should arrive within 2-3 working days but can take up to 5 working days. It may also take up to 6-7 working days if you ordered it directly from one of our face to face fundraisers. For Europe, allow 21 days and for the rest of the world 6 weeks.

Please note, if you've purchased a membership as a gift, you can choose for it to be sent directly to you or to the gift recipient. If you choose have the gift sent direct to the recipient, you'll still receive a written confirmation of your purchase. This may arrive several days before the gift recipient’s membership pack arrives.

How long will my membership last for?

If you're donating by Direct Debit, your membership will continue every month until you contact us or your bank and ask it to be stopped.

If you're donating by one-off payment by credit/debit card or cheque, your membership will last for a year and you'll receive an invite to renew your membership for another year with your final Action magazine of the year.

How can I renew my membership?

Simply contact our Supporter Services team on 0800 035 5929 (Monday to Friday, 9am-5pm) and they will be happy to renew your membership for you. Just have your credit card or bank details to hand.

Does WWF offer Family or Life Membership?

Unfortunately we do not offer either of these as options.

Face to face fundraising FAQs

Why do WWF use fundraisers?

Fundraising in the high streets, house to house and in venues like shopping centres is a cost effective way to generate more funds to inspire the public about our work. This is vital if we're to maintain and grow our conservation programmes. However, we're always monitoring and evaluating the effectiveness of our fundraising and if they're no longer proving cost effective we'll either adapt or discontinue the activity.

How does WWF pay its fundraisers?

WWF isn't able to employ a team of fundraisers ourselves, so we use professional fundraising agencies to do the work for us. This has proven to be successful and cost-effective.

WWF pays the fundraising agencies (who appoint the fundraisers) a fixed rate for every person who signs up to become a WWF member of adopts an animal. WWF doesn't pay the agency if people decline to sign up. Different agencies have different wage structures to pay their fundraisers.

Are the police and councils aware of WWF's fundraisers?

Yes, in some cases. WWF holds national exemption certificates which mean we can fundraise without approval from local authorities in England, Wales and Northern Ireland. There is no requirement for a certificate in Scotland. However, we advise agencies to notify all local authorities and police stations in advance of our arrival in an area anyway. For some forms of fundraising, such as private sites like shopping centres, permission is given by the owners of the venue and fundraisers will have documentation to this effect.

Outside of London, different arrangements are in place with local authorities to gain permission and arrange mutually convenient access to their sites. We take seriously any feedback from local councils - positive or negative - and require fundraising agencies to forward any complaints they receive directly to us.

In some instances, fundraisers also provide their names; badge IDs and dates they'll be in the area to local police stations - though this is not a specific requirement.

When I sign up via a fundraiser, do my donations go direct to WWF?

es, your Direct Debit payments go directly into WWF's account. Your payments are completely secure. The fundraising organisation that the fundraiser works for is not involved in any financial transactions taken from your account.

What time of day/night are fundraisers allowed to approach me?

Fundraisers are contracted to work on our behalf from 9am – 8.30pm (Monday – Friday) and 9am – 5:30pm (Saturday). Fundraisers may return to a house between 8.30pm and 9pm only if this has previously been agreed between the fundraiser and the resident. Please let us know if you have fundraisers calling outside these times by calling our Supporter Care Team on 0800 035 5929 (8am to 10pm, 7 days a week).

How do I know if a fundraiser is genuine?

Fundraisers will be wearing WWF uniforms, which may be in the form of t-shirts, polo shirts, sleeveless tabards or jackets. Fundraisers operate on busy streets, in shopping centres and similar venues and house to house. The uniforms they wear may differ slightly depending on where they're fundraising.

Fundraisers will also carry an ID card which bears their name, photo and details of the fundraising organisation they work for. If you're unsure about the legitimacy of a fundraiser, ask to call the fundraising organisation they work for or contact WWF's Supporter Care Team on 0800 035 5929 (8am to 10pm, 7 days a week) and press option 3.

Our fundraisers will not ask for money or be able to take cash donations from you. They'll only ask you to support via Direct Debit. If a fundraiser asks you for cash, please refuse and report the incident to us by calling 0800 035 5929 immediately as this will not be a genuine WWF fundraiser.

Do WWF fundraisers operate in No Cold Calling Zones?

No, we don't. No Cold Calling Zones (NCCZs) in the UK are designated zones to prevent people selling goods. They're not designated zones to prevent charities from fundraising. However, we do require our fundraisers to avoid these areas in case residents regard fundraisers as salespeople.

In those areas where NCCZs have not been formally set up but residents have placed a 'No Cold Calling' sticker on their door, we also require fundraisers to avoid these homes. Though they're directed not to call on doors displaying such stickers, it is possible a fundraiser may have genuinely not seen the sticker; in which case please point it out to them.

How does WWF ensure that vulnerable people aren't targeted by fundraisers?

WWF fundraisers are trained not to ask people to become a member of WWF or to adopt an animal if they appear vulnerable.

If you or somebody you know has felt uncomfortable with a WWF fundraiser, please let us know by calling our Supporter Care Team on 0800 035 5929 (8am to 10pm, 7 days a week).

Is the information that I give to a fundraiser secure?

Yes, all the personal information you give to our fundraisers is secure. Fundraisers will collect your information either using digital devices such as iPads or using a paper form, depending on whether they are operating in high streets, shopping centres or house to house. All fundraising agencies (who employ the fundraisers) are bound by the Data Protection Act and must not share your information with anyone else except WWF. After your information has been securely transferred to WWF the fundraising agencies destroy all your information once they have completed their responsibilities.

Fundraising via phone FAQs

How can I ensure that I don't receive telephone calls from WWF?

The telephone is one of the most environmentally friendly and cost-effective fundraising tools for WWF UK and we're grateful to everyone who takes the time to speak to us.

Of course we appreciate it's not for everyone, so if you'd prefer not to receive phone calls from us we completely understand. Therefore, if you’d like to change this, please call our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week) so we can make sure we get this right.

Or you can write to us at:
Supporter Care
WWF
The Living Planet Centre
Rufford House
Brewery Road
Woking
Surrey, GU21 4LL

You may also wish to contact the Telephone Preference Service to limit other telemarketing calls. Their contact details are:

Telephone Preference Service (TPS)
70 Margaret Street
London
W1W 8SS

t: 020 7291 3320
f: 020 7323 4226
e: tps@dma.org.uk

tpsonline.org.uk

Why do WWF use the telephone to fundraise?

The telephone is one of the most environmentally friendly and cost-effective fundraising methods for WWF-UK. We only call people if they are already a WWF supporter. We use the phone to thank our supporters and to ensure that their adoption or membership pack has arrived safely. We also use it to keep our supporters informed about our vital conservation work and how their support is making a difference. We also call supporters to ask them to renew their support and/or increase their monthly gift if they want to.

We use a number of high quality telephone fundraising agencies to make calls on our behalf. All of the agencies we work with are closely monitored to ensure calling is of the highest standard and complies with fundraising regulation.

If you don't want to receive telephone calls from WWF, you can easily opt-out anytime by calling our Supporter Care team on 0800 035 5929 (7 days a week, 8am to 10pm) or email supportercare@wwf.org.uk.

Cash donation FAQs

Why do WWF use the telephone to fundraise?

Thank you so much for raising money for WWF, we really appreciate your support!

Please send your cheque, made payable to WWF-UK, to:

Supporter Services
WWF-UK
The Living Planet Centre
Rufford House
Brewery Road
Woking
Surrey, GU21 4LL

It would be great if you could also let us know how you raised the money as we love to hear about our supporters fundraising efforts. Please also remember to include your name and address so we can send a certificate and a letter of thanks.

Can I make a one-off donation to WWF?

You can make a one-off donation to WWF using your credit or debit card on our secure server by visiting Donate page. Alternatively, you can call our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week) and have your card details handy.

Direct debit payment FAQs

What date will my Direct Debit be claimed?

Thank you so much for setting up a Direct Debit with WWF, we're really grateful for all your kind support.

Our Direct Debits are claimed on two dates; on or around the 14th of the month or the last working day of the month.

You'll receive written confirmation of your Direct Debit details including the date your Direct Debit will be claimed at least ten working days in advance of your first Direct Debit payment.

Under the Direct Debit Guarantee, we'll always contact you at least ten working days in advance if we need to make any changes to the way we administer your Direct Debit.

Why do you prefer people to make regular gifts by Direct Debit?

Regular gifts by Direct Debit mean charities have a consistent, predictable income, so we can plan and budget better and therefore be more efficient.

They also give long-term security and enable short-term response to react to situations as soon as they arise; and the income to carry on with our work whether issues are receiving media coverage or not.

Regular gifts also mean lower support costs and cheaper bank charges so that more of your money goes to our work.

Ongoing support helps us recoup the higher costs of securing new donors. Securing new donors' support is crucial to allow the charity to keep functioning. However, there's a certain cost associated with reaching those donors. If people commit to giving regularly for a year or more, charities will recoup those costs.

I would like to change my Direct Debit to be taken from my account on a date of my choice. How do I do this?

We only offer two dates for your Direct Debit to be claimed: on or around the 14th or the 26th of every month. With Direct Debits claimed on or around the 26th of the month, your donation will be debited from your bank account on the last working day of the month.

If you’d like to change the date your Direct Debit is currently claimed, please call our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week).

I pay by Direct Debit and my bank account has changed. How do I update my account details with you?

Usually, if you change your bank account details, your bank will provide a service where they notify all of your Direct Debit Service Users of your new account details so you don't have to do anything.

However, if you've chosen to advise all Service Users of your new details yourself, you can call our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week) or download and complete a printable form.

For data protection reasons, please don't send your new bank account details to us via e-mail or web form.

Can I support you from overseas by Direct Debit?

Yes, it's possible to support us by Direct Debit if you're overseas but only if you have a UK bank or building society account that accepts Direct Debits.

If you don't have a UK bank or building society that accepts Direct Debit, you can still support us by paying annually by credit card. Just select the 'prefer a one-off payment' option shown underneath the Adopt Now button on the website and follow the instructions.

Alternatively, we can set this up over the telephone. To do this, please call our Adoption and Membership team on 0800 035 5929 (8am to 10pm, 7 days a week).

Please note that there's an additional charge to cover the cost of postage overseas - Europe £4.00, Rest of the World £9.00.

We aim to dispatch your pack within three working days; for Europe, please allow 21 days for delivery; for the rest of the world, please allow 4-6 weeks.

I want to change the amount of my Direct Debit payments, how do I do this?

The easiest way to inform us you’d like to change the amount of your Direct Debit is by using our web form and choosing 'Upgrade how much I give' if you'd like to increase your donation or 'Downgrade how much I give' if you'd like to decrease it.  Or you can call our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week).

Alternatively, you can download a form, complete and return direct to us. Upon receipt of the completed from, we will make the changes to your Direct Debit.

You'll receive written confirmation of the changes to your donation amount at least ten working days in advance of your next Direct Debit payment.

Please note, if you pay for an adoption or membership, the minimum that you can pay is £3.00 per month or £36.00 per annum. Should you wish to pay less than this, your adoption or membership will be converted to a committed donation.

I need to cancel my Direct Debit as my circumstances have changed. How do I do this?

The easiest way to inform us you’d like to cancel your donations is by using our web form or by calling our Supporter Care team on 0800 035 5929 (8am to 10pm, 7 days a week). We will cancel your Direct Debit within 5 working days.

Alternatively, you can complete our printable form and send it to us. Please note the cancellation may take longer by post.

You can also cancel your Direct Debit any time by contacting your bank by telephone, in person or via online banking. Letting us know you’d like to cancel avoids us contacting you to confirm your decision.  We recommend you cancel your Direct Debit directly with your bank even if you've already contacted us.  This is to ensure that any pending donations are not claimed.  Your bank will generally require at least a days notice before your next donation is due.

Gift Aid FAQs

What is Gift Aid and how can I register?

Gift Aid makes your donation go further. Under this UK government scheme, WWF can claim back tax on every donation – even a one-off gift – made by a taxpaying supporter.  You can find out more information about Gift Aid and how you can register here. Alternatively, you can telephone the Supporter Care Team on 0800 035 5929 (8am to 10pm, 7 days a week) quoting your supporter reference number or full postal address.

I need to cancel my Gift Aid Declaration as I am no longer a UK taxpayer. How do I do this?

You can cancel your Gift Aid declaration at any time by calling Supporter Care on 0800 035 5929 (8am to 10pm, 7 days a week) or send us an e-mail using our web form, making sure to select the Gift Aid query option. All we need is the date that you ceased paying Income Tax.  Or, alternatively, you can download and complete a Gift Aid cancellation form and return it to us.

Gifts in Wills FAQs

How do gifts in Wills help WWF?

We rely on individual supporters for around 80% of our funding and we’re so grateful to the hundreds of people whose kind gifts in Wills contribute about 20% of our income every year.

We prioritise tackling critical environmental challenges and finding ways to ensure people can live in harmony with nature. WWF’s Living Planet Report shows the devastating impacts humans are having on the world’s wildlife and natural world. But while the challenges we face are tough, we have the know-how to meet them. Together, with your support and our combined passion and determination, we can build a world with a better future.

How do I leave a gift in my Will to WWF?

We always recommend having your Will written by   a solicitor with expertise in Wills and Probate. This is the best way to ensure that your Will accurately reflects your wishes and is correctly witnessed.

WWF is a member of the National Free Wills Network   which is a scheme whereby charity supporters can have their simple Will written free of charge by a local participating solicitor. Although gifts in Wills are a vital source of funding for our conservation work, there is no obligation to remember WWF or any charity. If you are a WWF supporter and would like to find out more information about the Network offer please contact Maria Dyson at maria@wwf.org.uk.

What are your registered details?

Our registered Charity number is: 1081247

Our registered address is:

WWF-UK
The Living Planet Centre
Rufford House
Brewery Road
Woking
Surrey
GU21 4LL

What type of gift can I leave?

The most common gifts we receive are for a specific cash amount (pecuniary gift) or a percentage share of an estate (residuary gift) and you can see suggested wording for these types of gifts below.

We also benefit from other gifts, like specific items (e.g. paintings, jewellery etc) or gifts in trust. Your solicitor will be able to advise you on which type of gift is most appropriate to your wishes and personal situation, or if there is an alternative type of gift you would like to leave to WWF.

Residuary gift

‘I give XX% of my estate to WWF-UK of The Living Planet Centre Rufford House Brewery Road Woking Surrey registered charity number 1081247 for its charitable purposes and I further direct that the receipt of the Honorary Treasurer or other proper officer of WWF-UK for the time being shall be a full and sufficient discharge for the said legacy.’

Pecuniary gift

‘I give XX to WWF-UK of The Living Planet Centre Rufford House Brewery Road Woking Surrey registered charity number 1081247 for its charitable purposes and I further direct that the receipt of the Honorary Treasurer or other proper officer of WWF-UK for the time being shall be a full and sufficient discharge for the said legacy.’

Is there a minimum amount I need to be able to donate to include WWF in my Will?

No – Gifts in Wills come in all shapes and sizes and we’re grateful for all gifts received because so much of our work would not be possible without this very special support.

Can I leave a gift to a specific area of work?

We always do our utmost to honour any wishes about how a gift is used.

That said stipulating conditions can make it more difficult for us to use wisely. Things do change – some of our projects come to an end and new ones start; and sometimes we may need to divert funds urgently and unrestricted gifts allow us to use funds wherever they’re needed most. 

We’d like to use your gift where it will have the most impact, so we would suggest that you express a wish, rather than a condition, that your gift be used to support a specific area of work.

Why is it important to have a Will?

By having an up-to-date Will you can ensure that the people and causes that matter to you most are looked after. A Will is the only way to guarantee that your wishes are followed and your assets distributed to benefit those who matter most to you.

You can also use your Will to limit the amount of Inheritance Tax that needs to be paid on your estate. If you don’t have a Will your whole estate could end up belonging to the Crown or the Government.

How can I change my existing Will to include a gift to WWF?

You can update your existing Will with a Codicil form, but we do advise you speak with your legal advisor about this to ensure that the Codicil is properly lodged with your existing Will and doesn’t invalidate your main Will.

 

 

 

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