Please start by logging in to jacquielawson.com by entering your e-mail address and password in the spaces provided in the upper right-hand corner of any page on our site. If there's a welcome message up in that corner, then you're already logged in!
Then click here to go to the Order History page (or click "Order History" in the orange menu bar which appears after you've logged on).
Click the tab for the relevant type of gift (e.g. Circus, or Gift Membership). This will show a list of all the gifts you have sent so far, in pages of 10 recipients at a time. Page through the list until you find the recipient to whom you wish to resend the gift.
Please note: For Advent Calendars and Circus, all your gifts are shown, including those which have been activated (and therefore cannot now be re-sent). However for technical reasons, once a Gift Membership is redeemed, it disappears off this list, and therefore only those Gift Memberships which have not yet been redeemed are shown here.
Now follow the instructions below, according to the reason you are re-sending the e-mail.
Click "Change" to the right of that recipient. This will allow you to edit the name and e-mail address for that recipient. If the Change option is not shown, the recipient may have already activated the gift, in which case the recipient cannot be changed. When you've finished, click the "Update and Save" button at the bottom of the page. This will cause a fresh notification e-mail to be sent immediately using the new information.
There are two possible causes for this. One is that the e-mail address you gave is incorrect or mis-spelled, so it's worth double-checking just in case. It's surprising how easy it is to type an e-mail address incorrectly – here are a few common examples:
If you did make a mistake, follow the above process to change the address and re-send.
If you're quite sure that the e-mail address is correct, then the likely explanation for non-receipt of the original e-mail is that a spam filter intercepted it. If that's the case there's no point in just sending it again, because the same thing will probably happen next time. Instead, please click the "Re-send" link to the right of the recipient's name. This will fire up your e-mail program complete with a message containing all the information your recipient will need to download and activate their gift. Just check through the e-mail and then click your e-mail program's Send button.
You may want to re-word the e-mail slightly to make it obvious that it really does come from you – this will encourage your recipient to open it without thinking it may be spam.
By doing it this way, you'll be sending the e-mail directly from your own e-mail program rather than from our servers, and it is very unlikely that a spam filter will intercept mail coming from a private individual such as yourself.
Please do not ask us to re-send the e-mail for you – we are unable to do that.
Nothing happens when I click Re-send! This probably means that you do not have a default e-mail program set up on your computer - maybe you usually use a web-based e-mail service. No problem: just send an e-mail to your intended recipient in your usual way, and make sure that you include the following information in your e-mail:
To contact our helpline directly please select the third option above, or please feel free to send us a snail mail.