Frequently Asked Questions | Raffolux

How can we help you?

Please refer to these frequently asked and answered questions.

Top Questions

1. Click into one of our raffles.

2. Select how many tickets into the draw you would like to purchase. You can also choose to select which ticket number you want to buy by using the ticket selector!

3. Add those tickets to your cart. If you haven’t made an account with us or you’re not logged in, you will be asked to do so at this stage.

4. Go to your cart and checkout.

5. The winner will be announced on our live draw, which we stream to our Facebook Page on the date and time indicated on the raffle. Good luck!

To play Raffolux, you must be over 18 years old.

We have two types of draws to select a winner - live draws and instant draws.

1) Live draws take place on our Facebook Page, with the use of a ball machine built and calibrated by SmartPlay, who produce the drawing machines for lotteries around the world (including the UK’s very own National Lottery!)

2) ‘Instant draws’ are drawn using true randomisation software provided by random.org, which performs the draw independently of Raffolux and posts the winning ticket number on its public register.

You can find records of all our winners and draws here.

We hold live draws on our Facebook Page at 6.30pm on every day Monday - Friday! If a raffle sells out early, we will draw it on the next available live draw slot so we can announce the winner faster.

For all raffles marked ‘Instant Draw’ on Raffolux, these will be completed instantly on sell-out or when the timer expires.

We still go ahead and draw a winner!

Regardless of how many tickets are sold, we always draw a winner from those who have entered and never extend the ending date. So, if you’ve got the only ticket in a raffle when the raffle closes… we’ll be sending you a winner’s email the next day!

Playing the raffles

If a ticket limit per person applies, we will state it in the description on the raffle page.

Our raffles last for a fixed number of days and will be drawn on the next available live draw slot, which are hosted at 6.30pm every weekday!

Unfortunately we aren’t able to remove or refund tickets purchased for a raffle.

Ticket prices are shown on each raffle.

We announce all our winners on the live draws, hosted at 6:30pm every weekday on our Facebook Page.

If you miss the draw, don’t worry - we’ll call and email you to congratulate you on your win! You can also check our winner list here, which we update after each draw.

When you are logged in, you can view your tickets and raffles entered in the My Raffles section at the top of the website. We’ll also email your ticket numbers to you.

1) Guaranteed Winners! Regardless of the number of tickets sold, the prize will always be drawn and awarded to the lucky winner.

2) No extensions! We never extend the timers on our raffles.

3) You’ll be supporting our amazing charity partners! We donate 10% of our net proceeds to charity, with 8% going towards the charity of your choice, and 2% spread equally among our remaining charity partners. Thanks to our players, over £500,000 has been donated to charities across the UK so far.

Drawing the winners

Our ‘instant draws’ are run within a minute of the raffle closing, and the draw is performed independently by random.org’s true randomisation software. When the draw is complete, random.org automatically stamps it in their public register, where the winning ticket number and raffle entrants can be viewed.

We follow up with all our winners over email and phone, so no need to worry if you miss the live draw! You can also check the winner list here, which includes the draw details for each raffle.

Our live draws are streamed to our Facebook Page at 6.30pm every weekday, and you can re-watch past draws by clicking through on the one you’re after on our Winner's Page.

Prizes

We send our prizes directly to our winners’ doorsteps by courier! Should the prize be too large or valuable to send by mail, we will arrange for it to be delivered personally.

For prizes worth over £10,000, we invite our winners to our offices (with all travel covered) to collect their prize!

We can, on occasion, offer a cash alternative - ask us when you’re claiming your prize and we’ll see what we can do!

Most of the time, we’ll be able to offer a range of dates for each holiday. The exact details will be stated on the raffle itself.

Absolutely! Please do send in your suggestions, we’d love to hear them – just click the chat icon in the bottom-right of the screen, or get in touch with support@raffolux.com if it’s after 6pm.

We will always email and call our players to let them know that they’ve won! If we can't get through, we will of course keep trying.

Our claim period is 180 days from the date of the draw. For any prizes that have not been claimed during that period, we reserve the right to distribute the cash alternative to our charity partners.

Charity

Charity is right at the heart of our mission at Raffolux, and we’ve currently raised over £500,000 for charities across the UK.

Every time you play, you’ll be supporting a charity of your choice which you can change at any time. We donate 10% of all net proceeds (revenue minus marketing, prize and payment handling costs) to charities. 8% is donated to charities our players select, and 2% is spread equally across all of our charity partners.

We also run raffles for the exclusive benefit of particular good causes, where the majority of ticket sales will be donated directly to the specified charity.

We work with some fantastic charities such as Alzheimer's Society, Great Ormond Street Hospital Children's Charity, Mental Health UK and many more - you can see our list of sponsored charities here!

Yes, you can do so at any time by changing your selection here.

We are always open to talking about partnerships with new organisations and would love to hear from you! Please send us an email to partnerships@raffolux.com, and one of our partnerships team will follow up with you directly.

Payment

We use secure, encrypted connections across our website and do not hold your card details on our servers. Our payment providers are fully PCI and ISO compliant, and we leave all of the financial processing to them. Raffolux will never see, store or share any of your financial data.

You can pay by debit card, PayPal or Apple Pay with our platform.

Yes, you can save your card details!

Accounts

No need to worry! If you have lost or forgotten your password, just go to the ‘sign in’ page and then click ‘reset password’. If you’ve forgotten the email associated with your account, then please do get in contact with us by clicking the chat icon in the bottom right of the page or sending an email to support@raffolux.com and we will locate and verify your account.