Frequently Asked Questions

About Family Do you have a trust account - explain? Is my money safe - explain? What are you doing to safeguard my savings? Is the Love2shop voucher safe to buy?

Agent How can I convince customers to save with you? I'm having problems with my Agent How do I become an Agent? Do I need a minimum number of customers to become an Agent? I wish to order for myself?

Commission When will I receive my commission? I want my commission in different ways? How is commission paid? How is commission calculated? Deduct my commission from my balance? Can I specify who my commission cheque is made payable to? Will I get commission on my own orders? I do not have a bank account to pay my commission into? The wrong name has been printed on my cheque? Can I change the way commission is paid? I've damaged my commission cheque? I've mislaid my commission cheque? I've not received my commission? How much commission can I expect? Change how you would like your commission paid?

Contact Us What time is your call centre open? I have a number of enquiries? I am disappointed? I am happy?

Delivery When will I receive my order? Can I change my delivery date? I would like to change my delivery address? Can I order from overseas for delivery in the UK? Do you ship to BFPO addresses? I would like my customer's goods delivered direct? What time will my order be delivered? Can I pick up my order rather than having it delivered? I have received the wrong item? Part of my hamper is missing? The items in my hamper don't match the catalogue Part of my delivery is missing? I'm unhappy with the carrier My delivery has not arrived? I missed my delivery? I have a faulty item? My order was damaged on delivery?

My Account Do I have an outstanding balance? What is my outstanding balance with commission deducted? How much do I owe? Is my Account fully paid? I'm having trouble checking my balance online Change my address? Change my telephone number? Change my email address? Change my personal details? Change my name? Add customer details Amend customer details? Remove me from your mailing list? Close my Account - I am an unhappy customer Close my Account - I am a happy customer I have a duplicate Account I would like to reopen my account? What is my Account Number? What is my Personal Reference Number What is my PIN number?

Orders How do I place an order through a participating PayPoint outlet? How do I make my first payment? What are the benefits of saving? I am having difficulty placing an order? I wish to cancel part or all of my order I would like to change my order? My order is wrong? I'd like to place a new order I'd like to place an additional order What is my order value? Have you received my orders? Can I cancel my customers order? If I place an order, when is will I receive this? When/How will I receive my orders? Is there a charge for cancelling a customer's entire order? Is there a charge for reducing a customer's order? Is there a charge for amending a customer's order? What is the latest date I can make an order? How do I place an order? My order has been changed - Why?

Payments I have received a letter regarding my payments? I am going to make a payment shortly How do I make a payment? Can I set up a Direct Debit? How do I set up a Direct Debit? How do I know if my Direct Debit has been set up? How long does it take for Direct Debit payments to show on my account? When will my Direct Debit start? I wish to change my Direct Debit amount? Can I change the date of my Direct Debit? Can I pay online? I'm experiencing difficulties making a payment online? My online payment declined - why? I'm experiencing difficulties making a payment online? What was my last payment and when was it received? When was my last payment? When is my final payment due? Can I set up a Standing Order? Can I pay using Internet Banking? An incorrect payment is showing on my Account? Have I paid too much? Have I paid enough? I'm having difficulties getting payments from my customers? Can I pay weekly or monthly? Can I check what payments I've made? Can I pay over the phone? What number do I put where it says reference number on the Giro slip? How do I work out my weekly payments? When can I start paying for my orders? What happens if I can't keep up with payments? How many weeks are there left to pay? I wish to pay by telephone banking? Cancel my Direct Debit? My payment is not showing on my Account? I have a card payment issue? Who do I make cheques payable to? A duplicate payment is showing on my Account

Products Can you provide specific details of a product? I require dimensions of a product? What if my customer is not happy with their order? How do you ensure that meat is fresh when delivered ? Is meat delivered fresh or frozen? How do you ensure that fruit and veg is fresh when delivered? What if I'm not happy with the quality of an item? Do you have technical support for computers we buy through you?

Register Online How do I register online? The postcode I enter online doesn't show my address Online registration query I'm having difficulty registering online I've forgotten my password? How do I find out my online Account number?

Returns Can I return items? What if I can't get an item to my customer within 7 days and they're not happy with the item? Do items have any guarantee?

Service I have a comment I am not happy with the service I have received

Statement Information on my statement is incorrect? Please send me a detailed statement? When will I receive my next statement?

Stationery I need some stationery I have ordered a catalogue - where is it? When will I receive my 2010 catalogue pack? I need to order customer payment cards? Can you send me another catalogue? I would like to order a catalogue - I am new to Family Do you automatically send me next year's catalogue when it's ready?

Vouchers What are Love2shop vouchers? Where can I spend Love2shop vouchers? Do vouchers have an expiry date? I have vouchers missing from my order? Some of my vouchers are damaged? When will I receive my commission in vouchers? I've received the wrong vouchers? My envelope is damaged? When will I receive my vouchers? I'm having difficulties spending my vouchers? Change not given when spending my vouchers? I've lost my vouchers? My vouchers have been stolen? I've not received my vouchers? Where can I spend my Love2shop Gift Card? Can I have my vouchers delivered early?