Last edited: July 2023
What do I do if a participant hasn’t received a pack to their home?
It may take up to 21 days from when a participant enters their address on eDofE for their Welcome Pack to arrive. If their pack hasn’t arrived after this time, the participant or their Leader should email ASL@DofE.org.
If the participant’s pack has been returned to us, we’ll resend it to their DofE centre, care of their Leader. If it hasn’t been returned, we will send an unpersonalised pack to their centre address.
Our experience of sending DofE Cards directly to participants’ homes over the last year has shown that the vast majority arrive safely — and we are also introducing an address look-up facility to eDofE, which will reduce the likelihood of participants incorrectly entering their address or postcode.
My welcome pack has been delivered to my DofE Centre rather than my home address, why?
There are two reasons why a participant’s personal Welcome Pack might be delivered to their DofE centre so that their Leader can pass it on to them, even if they’ve entered their home address into eDofE.
Firstly – if a participant’s pack has been returned to us as undeliverable, we’ll resend it to their DofE centre care of their Leader.
Secondly, if our automated system can’t find a match for the participant's postcode into eDofE, their Welcome Pack will be addressed and delivered to their DofE centre instead.
We’ve set up this feature to ensure Welcome Packs make it to participants and prevent them from going missing or being returned to the DofE. An unmatched postcode will automatically trigger delivery to the centre, rather than a home address, even if the rest of the address has been entered correctly.
There are several reasons why this might happen:
1. A participant has entered an incorrect postcode – for example, by accidentally including a punctuation mark or a zero instead of an ‘O’.
2. The postcode belongs to a new build property that hasn’t yet been added to the Royal Mail database.
3. Our postcode data is refreshed periodically, so there may be occasions when a postcode is in the Royal Mail database but hasn’t yet made it into ours.
4. The postman couldn't deliver the welcome pack for unknown reasons.
For more information, please see Welcome Pack FAQ
Should you have any issues, please don't hesitate to email us at email@example.com