COVID-19: How will my donation be affected by the lockdown?

If you have a question regarding a donation you’ve recently sent to UNHCR, please read our FAQs below. Thank you for your continued support for refugees in this increasingly challenging and unprecedented time.

Why has my donation not been processed yet?

Due to the recent school closures and national lockdown we are experiencing a slight delay with processing donations.

If you recently responded to one of our appeals using the Freepost address or a Freepost envelope, then your donation will be processed in time by our Donor Care team in York.

If you recently posted a donation directly to our London office at 10 Furnival street, then be assured that your letter will be delivered to our secure facility. We will endeavour to process your gift as soon as the London restrictions lift.

Will my donation still be processed?

All donations will be processed but there may be a delay in the payment being taken and delivery of your thank you letter (unless you have requested not to receive post from us). Please accept our thanks for your patience and continued support for refugees.

Can I have a postal receipt for my donation?

We will endeavour to send your postal thank you as soon as feasibly possible, but please do expect a delay. If you would like another email receipt please contact our Supporter Care Team at [email protected] or call us on 0800 029 3883.

I still have a query regarding my donation.

If you have a different query regarding your donation, or other UNHCR charitable activities, please contact our Supporter Care Team at [email protected] or call us on 0800 029 3883. We’d be more than happy to help with your query.

Lines are open Monday – Saturday between 8am and 9pm or Sunday between 9am and 6pm.

Coronavirus emergency appeal

If you would like to help UNHCR protect refugees from COVID-19, you can give to our coronavirus emergency appeal here.

As the coronavirus continues to impact on communities across the globe, our teams are working with national governments to ensure vulnerable refugee families are included in their planned response to the pandemic. Together with partners we’re ramping up preparations, including increased distribution of clean water and soap, training health workers in refugee camps and launching information campaigns to help families be prepared.

The wellbeing of your family and friends will absolutely, and quite rightly, be your top priority at this moment. But if you would like to give today you could help to save the lives of refugee families who are living without the resources or infrastructure that we have in the UK.

Updated 24.03