Account Queries
Do I need to create an account to place an order

Yes, you are required to have an account to place orders on eRaffs but this will mean that you might not miss out on promos and discounts that we offer to our registered account holders. An account also stores all of the information about all your orders, what you ordered and the tracking code in the shipping options.

You can also raise issues with the seller of an order via your order details page.

How do I access my account

There is a ‘LOG IN/SIGN UP’ link in the header of website, next to the basket icon. Click the link and you will be prompted to enter your email address and password details.

How do I sell on eRaffs

There is a ‘LOG IN/SIGN UP’ link in the header of website, next to the basket icon. Click the link and you will be prompted to enter your email address and password details, with the option to register for a seller account select this option.

If you already have an account and want to start selling on eRaffs then simply go to your account dashboard and click the button "BECOME A SELLER" and follow the steps.

I have forgotten my password, Help?

If you have forgotten your password you can reset via the Account Sign In area. There is a ‘Forgotten Password’ link, click the link and follow the steps. You will receive an email with a link directing to setup a new password.

Order Queries
Where is my order, did it go through?

If you have successfully completed your order you will see an ‘Order Confirmed’ screen with your order reference number. You will receive an order confirmation email and the order will also appear in your account area. When your order ships you will receive a shipping email and the status of your order in the account area will update.

If you believe you placed an order but it isn’t appearing in your account please contact a member of the team who will be happy to help.

How do I access my order information?

All completed orders are held in your account area. You will also receive an email notification from us confirming your order has successfully received. The account area will also hold all previous orders.

Why haven't my items arrived yet?

Typically all orders are shipped via Royal Mail First Class or DPD and whilst sellers estimated shipping times are accurate it can take up to 14 days to receive your order. Unless it was next working day delivery that has been requested.

If your items have not arrived within a 2-3 days please check the shipping details entered at checkout to ensure they are correct and tracking information. If all details are correct and 14 days has passed, please contact the seller to try and resolve the issue via the contact page your order details in your account page.

Does my product come with a warranty?

Please check the sellers warranty details to know what the terms of the warranty is, as this may vary from different sellers.

Why do I have to answer a question to buy a raffle ticket?

Raffles on eRaffs require a skill based game to ensure we meet the legal requirement enforced by the gambling association.

How do I cancel my order?

If you would like to cancel an order you will need to notify the seller as quickly as possible that you no longer want the items. Depending on seller can determine if they ship all orders the same day, if the item has been dispatched you will have to return the item to seller and funds will be refunded once seller has received back the item.

Please contact us seller via order details in your account page.

I want to change my order / address?

If you have just placed an order and want to change the address please contact the seller as soon as you can and they may be able to help.

If you have already received a dispatch email notification, unfortunately, it is too late to make changes to your address. In cases like this, the seller and eRaffs are unable to take any action until the package is returned to the seller. Once the seller has receive the order back they can arrange shipping to a new address.

how do I view previous orders?

All previous orders are held in your account area on the website. Simply login in to your account here and select the ‘My Orders’ tab to view all historical orders and ability to raise issues with the seller.

How do I apply a discount code to my order?

You can apply your discount code when in the Checkout area of the website. There is an alert box on the top of the checkout page, click and insert the applicable code here and hit ‘Apply’. This will update the cart value automatically for you.

Shipping Queries
Do you ship to my country?

There are sellers who ship worldwide. For further details on the exact countries the seller ships to and pricing please refer to the seller shipping terms and conditions. If you have further questions please contact the seller of the product.

Does my order come with a tracking code?

All sellers are required to provide tracking information for all products that are to be shipped, locally or internally.

How long will my order take to arrive?

Typically shipping times are:

UK Delivery is normally 1-2 working days

Mainland Europe 3-7 working days

Rest of the world 5-14 days

This can vary from seller to seller, please refer to the seller shipping terms and conditions.

How will my package arrive?

We advise sellers for safety and security, they ship all items in specialist crush-proof envelopes or boxes with no reference to the contents of each package. This is to ensure your products arrive safe and sound. Please contact seller if you require confirmation of how the package will arrive.

How quickly are orders dispatched?

Typically, all orders are dispatched next working day. Orders placed on a weekend (Saturday – Sunday) will likely be processed the following Monday.

Bank Holidays are the only exception, if an order is placed on a public holiday they will be processed the next working day.

Please refer to sellers shipping terms and conditions as this may vary.

how much does shipping cost?

Many sellers provide FREE shipping locally. For more details on shipping rates and options please refer to the sellers shipping terms and conditions.

If you are outside of the the seller local location shipping rates are based on weight and location. Please refer to sellers shipping terms and conditions for further details.

Payment & Billing Queries
Do you accept my card type?

We accept all major credit cards including Visa, Mastercard and American Express.

Do you accept PayPal?

Yes, we can accept PayPal. During the checkout stage on the site there is the option to check out using either debit/credit card or PayPal

Why is my card payment declining?

There are a number of reasons why you might be having trouble completing your purchase. The most common problems are around your billing/card information being incorrectly entered.

  1. Make sure the billing information is correct to the card you are trying to use. You need to enter the address that your card is registered to. You can select a different shipping address however if the billing address does not match the order is likely to be rejected.
  2. Please ensure the card details have been entered correctly and that all details including the CV2 (the 3 digits on the back of your card
    or 4 digits on the front if using Amex) are correct.
  3. Finally, check that you are using a card type we accept. We accept payments from Visa, Visa Debit, Mastercard and American Express.

If you are ordering from outside the UK please check with your bank that you can make international purchases with that card.

If you are still having issues making payment, please contact a member of our team who will try and help resolve the problem.

Problems With My Order
My order arrived incomplete / Items in my order are incorrect?

If your order arrived incomplete or there was a mistake please contact the seller via the order details page, stating what the problem is. A member of their team will be in touch as a matter of urgency depending on the severity rating provided by yourself and they will endeavour to resolve the issue. 

The issue can then be raised to our eRaffs team who will then review and award based on evidence provided, there is both seller and buyer protection with eRaffs to ensure a fair and non bias resolution.

I'm having problems with the items I ordered, what do I do?

Should you start to encounter problems with an item purchased through our site please contact the seller via the order details in your account dashboard. This allows you to log the specific problem with the seller who will be in touch to either resolve the problem or arrange for a replacement to be sent out. The seller may require the faulty item to be returned to them for a technician to test, should this be required they will supply a returns form and paid postage label for the shipping.

Not all products sold on eRaffs come with a warranty. For further details please view the sellers warranty policy before purchasing.

My items arrived broken or damaged what do I do?

Please contact the seller immediately via the order details page in your account dashboard if the items arrive damaged/faulty. If the seller is not notified within 14 days of arrival that a product is damaged eRaffs may not be able to help.