Adoption FAQs
Find information about managing your adoption, welcome pack, payment options and more.
New adoptions
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Your adoption welcome pack can take up to 2 weeks to arrive from the date of purchase. However, this could be longer during busy periods, such as summer holidays and Christmas.
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Unfortunately, you are unable to edit your adoption after it has been submitted. However, please contact us and we will see what we can do to help.
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Sorry, an animal adoption is for one named person only. We’re unable to add more than one name to the adoption certificate or on other welcome pack contents.
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Yes, there is an option to include a gift message at the checkout. Plus, you’ll receive a digital gift certificate with your confirmation email too.
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If you have received a confirmation email, we’ll be working to process your adoption for you so please allow at least 2 weeks for it to arrive (longer in busier periods). If you haven’t received a confirmation email or your pack hasn’t arrived after this time please contact us.
Managing your adoption
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If you’d like to make a change to your adoption, please contact us. If your adoption is a gift, the person who pays for the adoption will need to contact us directly.
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Thank you so much for your continued support. If you’ve recently received a renewal letter, please complete the form on the back and post it to us in the envelope provided. Alternatively, you can call our Supporter Services team on 01453 89198 who’ll be happy to help.
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If you have moved house, please contact us and we will update this for you. Please include your name, adopter number (if known), previous address and new address in your email to help us find you.
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Please contact us and we will update this for you. Please include your name, address and adopter number (if known) in your email to help us find you.
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Thank you very much for your generous support. If you’ve recently received a renewal letter from us, you can top up when you renew your adoption. Alternatively, please contact us.
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By taking out an adoption you are agreeing to a 12 month period and your adoption cannot be cancelled before then if payments are outstanding. Sorry, but we cannot issue any refunds.
Payments and billing
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1. By monthly or annual Direct Debit. Paying by monthly Direct Debit costs the same as paying in one go, but the cost is split over 12 months. It reduces our admin costs, meaning your support will go that bit further.
2. By credit/debit card.
If you would like to change how you pay for your adoption, you can do this when you renew or please get in touch.
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If paying by Direct Debit, we will claim either on or around 1st or 15th of each month. This means that sometimes your first payment may include more than one month’s payment and be on a different day to your regular payment. You will receive a Direct Debit confirmation letter in the post from us after you’ve taken out an adoption which will confirm the amount and date of each instalment.
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If you pay monthly or annually by Direct Debit, your adoption will automatically be renewed each year and we will contact you to let you know just before your renewal date.
If you pay by debit/credit card or cheque, we will send you a renewal reminder before your renewal date.
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To update your payment details, please get in touch.
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We’re sorry that your payment hasn’t gone through – please contact us and we can try again.
General
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As a charity, we ask for a minimum donation on adoption so you can choose to give a little more. Every penny helps to restore and protect wetlands and their wildlife for generations to come.
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No, due to Gift Aid rules the value of any benefit must not exceed 25% of the donation. You can find out more about Gift Aid here.
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We’ll send an update on your adopted animal each Spring and Autumn. If you haven’t received yours please get in touch so we can look into this.
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Sorry, at the moment your adoption update is only available via post. However, we’re looking into options to send updates digitally to those who tell us they prefer this – stay tuned.
Please let us know if you would prefer to stop receiving your physical updates.