Company Logo

  •  
  •  
  •  
  •  


Frequently Asked Questions

We've put together a list of our most frequently asked questions to help you find your answers.

Some information contained here is in PDF format which requires the Adobe Reader - Download the Adobe Reader here

Becoming an Agent

Orders

Payments

Commission

Deliveries

Stationery

Personal Identification Number (PIN)

Statements

Vouchers

Becoming an Agent

  • Can I order just for myself?
  • Yes, you can order just for yourself or for other people as well.
  • I'd like to become an Agent - what do I do?
  • Either Request a catalogue and place your orders or Order online. You will be given an Agency Number, which will not change while you are an Agent with Family. You can order for your friends and family too - that way, you'll earn yourself extra commission!
  • Do I need a minimum number of customers to become an Agent?
  • No, there is no minimum requirement.

Top of Page ^

Orders

  • How do I place my orders?
  • You can:
    • Fill out an order form and post it to us using the reply envelope in your catalogue pack.
    • Telephone our Orderline on 0845 888 0000 and tell us what you would like to order. Lines are open Monday to Friday, 9am to 5pm.
    • If you currently run an existing Family Agency, you can login using your FamilyLogin to manage your account online. If you are an existing Family Agent, but have not yet created a Family Login for use on this website, please click here to begin the process ... you'll need your 8 digit Family Agency Number to hand!
    • If you are completely new to Family the first thing you need to do is Request a FREE 2009 Family Catalogue. When requesting the catalogue online, you'll not only receive the catalogue through the post, you'll also be able to place your orders online.
  • Can I increase or amend my orders?
  • Yes, you can:
    • If you are an existing Family Agent, you can login to your account and make your amendments online.
    • Fill out an Order Adjustment Form and post it to us using the reply envelope in your catalogue pack.
    • Telephone our Orderline on 0845 888 0000 and tell us what you would like to order or amend. Lines are open Monday to Friday, 9am to 5pm.
  • Will my customers be charged for cancelling their entire orders?
  • The charge for all cancellations made up to and including 1st September 2008 will be 5% of the order value (minimum £20). The charge for all cancellations made after 1st September 2008 will be 10% of the order value (minimum £20).
  • Will my customers be charged for reducing or altering their orders?
  • No charge is made for order alterations. However, alterations to orders can only be accepted up to and including 1st October 2008.
  • What's the latest date I can place an order?
  • Orders can be accepted up to and including 1st October 2008.

Top of Page ^

Payments

  • Can I make payments online?
  • Yes, as long as you are already a Family Agent, you can login to your account and make a payment online.
  • Can I pay monthly instead of fortnightly?
  • Yes, you can pay monthly. Please call our Careline on 0845 888 1000 to arrange this. Lines are open Monday to Friday, 9am to 5pm.
  • Can I pay by direct debit?
  • Yes, you can pay by direct debit. You can:
    • Call our Careline on 0845 888 0000 and ask for a Direct Debit Mandate to be sent to you if you don't already have one in your catalogue pack.
    • Print a Direct Debit Mandate online. Fill this in and send it back to us at:
      Family (Direct Debit Department), Freepost LV3519, Valley Road, Birkenhead, CH41 7PR

Once we have received your completed form, we will set up the Direct Debit for you and send you a letter confirming what your monthly payments will be and when the first payment will be taken from your bank. This process could take up to 6 weeks. Once this has been set up, your payment will show on your Agency account within 3 working days of the debit from your bank account.

  • How do I know if my direct debit has been set up?
  • You will receive a letter confirming the amount and date of the first direct debit payment. It could take up to 6 weeks from receiving your form for this to be set up.
  • Can I change the amount going out by direct debit?
  • Yes call our Careline on 08457 888 0000 with your request. You will then receive a letter to confirm that your request has been processed. Lines are open Monday to Friday, 9am to 5pm.
  • Can the direct debit come out any other time?
  • No. Direct Debits can only be drawn on the 1st of each month (or the nearest working day after the 1st, to take into account weekends and Bank Holidays).
  • When is my first Direct Debit payment taken?
  • Once we have received your completed form, we will set up the Direct Debit for you and send you a letter confirming what your monthly payments will be and when the first payment will be taken from your bank. Direct debits are drawn on the 1st of each month (or the nearest working day after the 1st, to take account of weekends and Bank Holidays.)
  • How long is it before my Direct Debit payment shows on my Agency account?
  • Setting up a direct debit can take up to 6 weeks. Once this has been set up, your payment will show on your Agency account within 3 working days of the debit from your bank account.
  • How can I check what payments you've received?
  • You can:
    • Access our automated Balance Enquiry Line on 0845 337 0542
    • Login to your account to access your transactions online.

You will need your 4 digit PIN to access the Balance Enquiry Line.

  • Can I pay over the telephone?
  • Yes, payments can be paid by debit or credit card by calling our Careline on 0845 888 0000 . Lines are open Monday to Friday, 9am to 5pm.
  • What number do I put where it says reference number on the giro slip?
  • This is your 8 digit Agency Number.
  • How do I work out my weekly payments?
  • Simply divide the total value of your orders by the number of weeks remaining until November 1st.
  • What do I do if my customer has a problem paying their weekly payments?
  • You can reduce their order to a more manageable level. For example, if they have ordered a hamper for £100 and cannot continue with the level of payments, reduce the hamper to one for £50. Call our Careline on 0845 888 0000 and they will do this for you. Lines are open Monday to Friday, 9am to 5pm. Existing Agents can login to your account and make these amendments online.
  • Who do I make cheques payable to?
  • Cheques should be made payable to Family Christmas Savings Club Ltd. Please write your name, address and Agency number on the back of all cheques.
  • How can I pay for my orders?
  • Payments can be made in several different ways:
    • By Direct Debit
    • Pay Online
    • By post
    • At your own bank branch, using the Giro slips provided
    • At a Post Office, using the Giro slips provided
  • When can I start paying for my orders?
  • You should start paying as soon as you place your order by sending in your first payment with your first order. The sooner you start, the smaller your weekly payments will be.
  • What's the date when my payments need to be finished by?
  • Payments must be completed by 1st November 2008. Payments made after this date may cause deliveries to be delayed.
  • Can I make payments through my online bank account?
  • Yes, it's simple:
    • Login to your own online banking site
    • When asked for details of who you want to make a payment to, this is the information you will need:
      • Our company account number: 60545988
      • Our sort code: 20-51-01
      • Your reference number: your 8 digit Agency number and your surname
    • Then either select to make regular payments or pay now.

Top of Page ^

Commission

  • How/When is my commission paid to me?
  • Commission is payable in November. You can choose to:
    • Pay it off your order
    • Receive a cheque in November
    • Receive the value of your commission in High Street Gift Vouchers and earn an extra 5%
    • Carry your commission over to next year and receive an additional 10%

We will send you a form with one of your statements during the year, so you can let us know how you would like to take your commission. Alternatively, you can login to your account and make your choice online.

  • How do I check what commission I've earned?
  • You can:

Top of Page ^

Deliveries

  • Can I have items delivered direct to my customers?
  • This will depend on the items ordered and excludes Vouchers, Jewellery and Pick 'n' Mix Hampers. Please call our Careline on 0845 888 0000 for advice. Lines are open Monday to Friday, 9am to 5pm. A charge of £3.85 per item will apply.
  • Can I give you an alternative address for my deliveries?
  • You can request deliveries to be made to another address, but there are some goods that are excluded. Phone our Careline on 0845 888 0000 for details. Lines are open Monday to Friday, 9am to 5pm.
  • Can I order from overseas for delivery to the UK?
  • This can be arranged for you, as long as you can pay in Sterling. Please call our Careline on 0845 888 0000 for further information. Lines are open Monday to Friday, 9am to 5pm.
  • Do you ship to BFPO addresses?
  • No, this service is not currently available.

Top of Page ^

Stationery

  • Can I order more stationery?
  • Yes, you can:
    • Login to your account and fill out your stationery request online (existing Family Agents only).
    • Call our Careline on 0845 888 0000. Lines are open Monday to Friday, 9am to 5pm.
    • Fill out the stationery request on your Order Adjustment Form (click to print) and post it back to us in the pre-paid envelope provided.
  • Do you automatically send me next year's catalogue when it's ready?
  • Yes, we will do this for you. They are normally despatched between mid October and mid November.

Top of Page ^

Personal Identification Number (PIN)

  • What is my PIN number?
  • You need your 4 digit PIN number to access our Balance Enquiry Line. If you don't know your PIN, call our Careline on 0845 888 0000. Lines are open Monday to Friday, 9am to 5pm.

Top of Page ^

Statements

  • Will I receive a statement from you?
  • We will send you a full statement, detailing your orders, payments and commission every other month from January 2008. You can also login to your account at any time and access your statements online.
  • Can I access my statements online?
  • Yes. If you are an existing Family Agent you can login to your account and access your statements online. Please note that you may need to allow 48 hours for payments to appear on your online statement.

Top of Page ^

Vouchers

  • Can I receive my vouchers early if my account is paid in full.
  • Yes, up to 1st October. All you need to do is call our Careline on 0845 888 0000 and we will arrange this for you. Lines are open Monday to Friday, 9am to 5pm.
  • Can I order vouchers online?
  • Yes. If you are an existing Family Agent you can login to your account and add voucher orders to your Agency account.

Top of Page ^