Frequently Asked Questions | In Kind Direct

Homepage

Catalogue

FAQs

Find answers to your questions on your In Kind Direct account, product delivery and order tracking, returns, payments and much more.

What if I’ve forgotten my password?

If you have forgotten your password, you can request a new one by clicking on the Forgot Your Password? link on the log in page. You will receive an email to reset your password. If you do not receive an email within a few minutes, please check your spam and/or junk email folders. If you are still having difficulties, please email us at info@inkinddirect.org

Can I add additional users to my account?

Log in and go to the Account section. In the left-hand menu block, select User Accounts to view a list of named users for your organisation.

 

If you have Account Controller access you will be able to click on the button labelled Add New User. You can see your access level listed next to your name in User Accounts. Users with Account Controller access can add, remove and update any user. They can also place orders and renew the account.

 

If you want to add a user that can place orders but not be able to make any changes to the account or renew it, please assign them Order Authorisation access when adding them as a new user.

 

New users will be sent an email to notify them and invite them to log in.

How do I renew my account?

Once a year we require all organisations in our network to renew their account with us. This helps us to keep user information up to date and accurate and ensure all products are being used in accordance with our terms and conditions. We value your privacy, please read our Privacy Notice

 

  1. Log in using your email address and password.
  2. If your account has expired, or is due to expire soon, you will be prompted to renew your account. Click on Renew Now to begin stepping through the renewal screens.
  3. Check that the details we hold are still correct and then submit them.
  4. We aim to process renewal requests within three working days.

 

 

 

 

Where can I find invoices from previous orders?

To view or print a pro-forma invoice after placing an order, log in and follow these steps:

My Account -> Order History (found in the left-hand menu block) -> Find the order details at the top of the page -> View Order -> Print Order.

 

To view or print a VAT invoice, log in and follow these steps:

My Account -> Order History (found in the left-hand menu block) -> Find the order details in the Invoice Details section -> View Invoice -> Print Invoice.

 

If you are an Account Controller and wish to see invoices for all orders ever placed by your organisation, log in and follow these steps:

My Account -> Order History (found in the left-hand menu block) -> Invoice Details -> View All Invoices.

How can I track my order?

Log in and go to the Account section, scroll down to My Orders and check the Status of your order.

If the order status is Despatched, please click on Track Your Order. See image 1.

Order form showing order status and tracking details

 

If the order has been despatched but no information is available yet, via Track Your Order, then the parcels or pallets have been picked up from our warehouse but are still waiting to be scanned by the chosen delivery company. Please note that these details will appear on a webpage provided by nShift.

 

For orders with multiple parcels/pallets, you can track these individually by clicking on Status on the nShift page. See Image 2.

 

screenshot showing shipment status

Can I change my delivery address?

Yes, you can add a different shipping address during the checkout process. Please note that you may receive an automated email to verify the reason why the order is not going to the organisation’s registered address.

 

If the status of your order is showing as Order Placed, Awaiting Payment or Sent To Warehouse, please email us, with high importance, confirming your order number and new delivery address.

 

For orders being delivered via DPD: you can change the delivery address directly using the tracking link in your order despatch confirmation email. For most orders, DPD will send a text or email confirmation message, which includes your scheduled delivery time and date. This message should also have an option to request a change of delivery address.

 

For orders being delivered via Palletways: please email us, with high importance, confirming your order number and new delivery address.

What delivery options are there?

We currently aim to despatch all orders within 5 working days. At busy times please allow up to 10 working days.

 

Updates:

Recent changes to DPD’s service means that parcels may be delivered on weekends and may arrive separately.

 

Deliveries to Northern Ireland – Due to the latest information provided by the government around Brexit, we are currently only accepting orders up to a maximum charge of £135, before VAT, being shipped to Northern Ireland. Orders above £135 will not be accepted at checkout.

 

For further details, please visit our delivery information page.

 

What if I no longer want an item I’ve received?

Unfortunately, unwanted items cannot be returned.

 

If, however, you have been sent an incorrect item, please let us know within seven days of delivery. Please email us at info@inkinddirect.org, including your order number, and we will investigate this for you.

What if an item arrives damaged or faulty?

If you receive a damaged or faulty item, please let us know within seven days of delivery. Please email us at info@inkinddirect.org, including your order number and a photo of the damaged or faulty item.  We will usually issue a credit to your account.

 

 

 

What payment options are supported?

You can make payments by secure online card payment or bank transfer (BACS). We do not accept cheques however.

 

If paying by credit or debit card, your payment will be processed by our payment service provider Opayo (formerly SagePay). We accept Visa, Visa Electron, MasterCard, Delta, Maestro and Solo. You should use a card belonging to your organisation. If this is not possible, we may require evidence of how funds to an individual are being reimbursed.

 

If paying by BACS, please use your order number as a reference, this starts with 20000; or your account number, this starts with CH.

How secure is the payment system?

All card payments made on this website are processed by Opayo (formerly SagePay), our payment service provider.

 

In Kind Direct does not store your card details on the site and all transactions are encrypted between your browser and the secure server. No personal or financial details are left unencrypted or sent by email, and transactions are completed securely behind protected firewalls.

 

We value your privacy, please read our Privacy Notice.

How can I use account credits when I pay for orders?

Add products to your basket as normal. When you are ready to place your order, you have two ways to use your credit: in your cart or at the payment stage.

On the right-hand side, at the bottom, you will see a section called Account Credit. Your account credit will automatically be added to your order, and you will be able to see that the credit has been used against the order total underneath the Subtotal amount. See image 1.

 

Example of order confirmation before checkout

 

If you want to change the amount of credit applied, click the Cancel button.

You can leave the Account Credit field empty or type in the amount that you want to use in the format 00.00, for example 12.50 for £12.50. When deciding how much credit you want to use up, look at the Order Total, as the subtotal amount does not include VAT or shipping costs.

If the amount of credit that you have does not cover your order cost, you will still need to select a payment option that covers the remaining amount. Once you have selected your payment option or added your credit you can continue to place your order as normal. See Image 2.

 

Example of available payment options and account credit

Are there restrictions on product use?

We believe everyone deserves access to life’s essentials so our main aim is to help you distribute products as part of your charitable activities to the people and communities you support.

 

We want to help you spend more of your funds on supporting people, not buying supplies, so you can also use products for your own premises and activities.

 

Still not sure about how you can use products ?  Answer these quick questions to check whether your organisation could be eligible to join.

Can I share stories with In Kind Direct?

Stories and photos that bring the impact of your work to life and how product giving can make a difference are vital to our work. We welcome stories, quotes, photos and videos of products in use and having an impact for the people your organisation supports.

 

Share your stories by posting and tagging us @inkinddirect on your Facebook, Twitter or Instagram page or leave a comment on one of our social channels https://www.facebook.com/InKindDirect/ https://twitter.com/inkinddirect or https://www.instagram.com/inkinddirect

 

You can email an impact story, or feedback about any part of our service, through our Customer Support team at info@inkinddirect.org.

Where can I leave a review?

You can help us as well as your fellow users by leaving product reviews directly on our catalogue (you’ll need to be logged in to do this). Look at our review guidelines for more information.

 

You can also provide feedback about any part of our service through our Customer Support team at info@inkinddirect.org.

How do I make a product donation?

We take donations of new and unused products that are in date or ideally with a shelf life of at least 3 months, from manufacturers and retailers such as Amazon, Procter & Gamble, Disney, Asda, Kimberly Clark to name a few.  Products include toiletries, cleaning products, household goods, toys, sports equipment and a range of other items that charitable organisations can use to deliver their services.

 

We provide a national logistics solution to deliver at scale in the UK to charitable organisations, and track the impact that products have for the people and communities receiving them. Products we receive include toiletries, cleaning products, household goods, toys, sports equipment and a range of other items that charitable organisations can use to deliver their services.

 

To work with In Kind Direct and get your products to the people and communities that need them, please contact the Corporate Partnerships Team at donations@inkinddirect.org

 

To learn more about our corporate partners and how we work together, please visit our website inkinddirect.org/companies/our-supporters

 

How do I place an order?

To place orders online you must be registered  with In Kind Direct and logged in to the catalogue.

 

Once logged in, you can add products to your cart.  Note, there is a minimum order value of £20 before VAT and after any discount.

 

Once a product is added to your cart you have 72 hours to complete your order. After that, carts are automatically emptied.

When you are ready, complete your order by selecting card or BACS as your payment method. Here are some tips:

  • Please check the shipping address is correct before submitting your order.
  • Help us get delivery updates to you by providing a mobile number.
  • Paying by card is the quickest payment method.

 

You should use a card belonging to your organisation. If this is not possible, we may require evidence of how funds to an individual are being reimbursed.

 

How are charges set?

We aim to set charges for providing products, UK-wide, as low as we can to maximise the savings we unlock for charitable organisations while covering a proportion of these running costs. We meet the rest of the costs ourselves – through fundraising and our partnerships.

 

When setting charges, we consider:

  • The amount of time and resources to source a donation.
  • Once at our warehouse, the amount of work required to sort through the donation and make it suitable for distribution.
  • The cost of transportation – bulky or heavy items are generally more expensive to transport.
  • Supply and Demand – a lower charge may be applied when we want to move items through our warehouse in anticipation of new donations arriving that we need to free up space for.

Why do you set quantity limits on products?

Maximum ordering limits are applied to all products on the catalogue to ensure that our service supports as many organisations as possible, and reflect the levels of stock received.

 

Limits are stated under each product as Max Qty Allowed.

 

Once payment is received for an order, the limit will be reset allowing your organisation to place a further order/s for the same product if stock still remains.

Is there a minimum order value?

Each order must exceed £20 in total before VAT and after any discount. This ensures the associated charge makes a contribution towards our overall running costs and our service remains viable. We regularly review this and are committed to keeping the charges for individual products as low as possible.

Where do I find free gifts?

Free gifts available with orders can be found here.

 

Free gifts must be manually added to your cart unless stated otherwise, and are subject to maximum ordering limits.  Limits on goods are stated under each product as Max Qty Allowed.

 

Please read the Details and More Information tabs on the product page for specific product information.

 

Free Gifts can’t be returned.

 

Who can join?

We welcome a wide range of charitable organisations, including registered charities, CICs, CIOs, community groups, foodbanks, most schools and nurseries and public sector run outreach projects. 

 

We also work with organisations registered in the UK who use products overseas.

 

We are unable to work directly with individuals.

 

Still not sure if you’re eligible?  Answer these quick questions to check whether your organisation could be eligible to join.

How do I register?

To use our service, register for free online. We aim to have you up and running within three working days, and you’ll receive a confirmation email with everything you need to get going.

 

Your organisation’s registration lasts for a year, then you’ll be prompted to renew for free so we can check if your details are still correct. We value your privacy, please do read our Privacy Notice.

What are the other benefits of joining?

In Kind Direct has teamed up with a number of companies and services to offer our charitable network partners additional discounts and benefits.

 

You will also receive a community newsletter every six weeks, containing news, signposts to funding sources and discounts.

 

As a charity ourselves we fundraise to keep our handling charges as low as possible. From time to time we secure funding to award account credits for specific programmes of work, meaning that products can be received at no charge to network partners accepted into these programmes.