Before purchase

What delivery options are available?

Please check our delivery page that is in the header of our gift shop website to see what options are available.

I’m attempting to purchase a gift voucher but have received a failed transaction message (‘Payment has not been accepted’) at the end of the transaction. What should I do next?

There could be several reasons why this may be happening. Despite there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour. This can be rectified by contacting your card issuer and advising them that you are trying to make an online purchase.
If after contacting your bank you still have issues, please contact our gift partner, SK Chase.

Can I add a personal message to the voucher?

Yes, during the checkout you will be asked if you want to add a gift message to the voucher. If purchasing multiple vouchers, you can add a different message to each voucher.

How can I pay for my order?

You can pay using a debit card or credit card. This is a secure 128-bit SSL encrypted payment. Please note that an extra international bank charge fee may be applied by your card provider for making international payments outside of the UK. SK Chase Ltd or the venue name will appear on your bank statement.

Can I buy a voucher in the hotel/venue?

Please contact us to find out whether this would be possible.

Can I collect a voucher from the hotel/venue?

Yes, if ‘collect from Hotel/venue’ is an option during the checkout, if not then we are not able to fulfil this option, at this time.

I can’t find the voucher I am looking for, can you do a bespoke one?

All of our vouchers are on the website, but please do contact us with any requests and we can try our best to help.

I’ve found a voucher I like the sound of, but not sure what it includes?

Click on ‘more details’ to find out more information and if you are still unsure, please contact us to speak to a member of our team.

How do I order more than one gift?

If you would like to add multiple vouchers that are the same, simply click the ‘plus sign’ next to the voucher in your basket. If you would like to add different vouchers, simply click ‘add to basket’ on all vouchers you would like to purchase.

Can I send vouchers to different postal addresses/email addresses?

You can only choose one delivery method and address per order. You will need to make multiple orders if you would like to send to multiple recipients.

After purchase

How do I download my e-voucher?

Click ‘View Gifts’ and then ‘Discover Your Gift’ to view your e-voucher. Scroll to the bottom of the e-voucher and click ‘Save and Print Your Voucher’ to download and print. You can view the e-voucher on all devices (laptop, phone, tablet). You may be able to simply show the gift voucher on your device. Please contact us to check on our policy.

I have accidently deleted/lost my voucher, can I get a copy?

If you still have your receipt of purchase, you can click on the link under ‘items ordered’ to retrieve your e-voucher copy. If you do not have this, contact us to ask us to retrieve and send you an e-voucher copy. If you can, please provide the following information:

• • • Order Number
    • Date of purchase
    • Surname of buyer

Please note, if you have misplaced a postal voucher, an e-voucher can be sent free of charge (with the same order number). It would be the decision of the venue named on your gift voucher as to whether a new postal voucher can be issued.

Can you provide me with a VAT receipt?

We will only be able to provide a VAT receipt upon redemption of the voucher, once the service has been provided and charged accordingly.

If the voucher has been redeemed, please contact us.

Can I update my personal message?

If you would like to amend the personal message on your postal voucher, this is possible within the timeframes outlined below. Please contact our gift partner, SK Chase if you would like to make an amendment.

• • • If you have purchased a voucher Monday – Friday in the morning UK time, the message may be updated before 12noon (after this time your voucher will have been printed and posted).
    • If you have purchased a voucher Monday – Friday in the afternoon UK time (after 12noon) a personal message may be updated before 8am the following working day.
    • If you have purchased an e-voucher, it is possible to update the personal message with immediate effect.

Can I update my postal delivery address?

If you would like to amend the delivery address on your postal voucher, this may be possible within the timeframes outlined below but is not guaranteed. Please contact our gift partner, SK Chase if you would like to make an amendment.

• • • If you have purchased a voucher Monday – Friday in the morning UK time, the delivery address may be updated before 12noon (after this time your voucher will have been printed and posted).
    • If you have purchased a voucher Monday – Friday in the afternoon UK time (after 12noon) a delivery address may be updated before 8am the following working day.
    • If your voucher has already been dispatched, you will need to request a refund so that you can reorder. Please note, your delivery charge may not be refunded.

How do I cancel a gift voucher purchase?

You can cancel your order at any point by selecting the ‘Cancel Order’ button. However, if you have completed the transaction and realise that you’ve made a mistake or purchased a gift voucher(s) that you no longer want then please see ‘Can my voucher be refunded/how do I refund my order?’

Can my voucher be refunded/how do I refund my order?

For UK venues, vouchers cancelled within fourteen days of purchase are fully refundable. Outside of the fourteen days of purchase, vouchers are non-refundable and a refund request is at the discretion of the venue named on the gift voucher (refund policies may vary depending on venue and location). Please refer to the Terms and Conditions (link in the footer of the venue gift shop website) for more detailed information as there may be circumstances where a refund is not possible (for example – a voucher with specific dates or conditions). 

For more details or to request a refund, please contact us.  

Delivery

I have received my receipt of purchase but not the e-voucher, please can you resend?

Firstly, please may we ask you to check your spam/junk folder. A link to the gift voucher is included on the receipt of purchase. Please click on the voucher ID to view and save the gift voucher.

I have not received my receipt of purchase, please can you resend?

Firstly, please may we ask you to check your spam/junk folder. If you still cannot locate the receipt, please contact us to request this.

When will my voucher be dispatched?

Email vouchers are sent immediately after purchase.

Postal orders that are fulfilled by our gift partner, SK Chase, will be dispatched in accordance with the following timescales:

• • • For orders placed on a working day (Monday – Friday, excluding bank holidays) before 12 noon, the order will be dispatched the same day.
    • For orders placed on a working day after 12 noon, the order will be dispatched the next working day.

If vouchers are fulfilled by the venue directly, timescales may vary. Please see the delivery information page in the header and footer of this website.

How long will delivery take?

EMAIL
Sent immediately after purchase.

POSTAL (if applicable)
Postal orders are dispatched via Royal Mail from the UK.

 UK Delivery Methods (recommended by Royal Mail):

UK first class post: up to 5 working days, but up to 7 working days during peak seasons. (Please note, UK First Class post does not guarantee delivery within above timescales, and cannot be traced if it goes missing.)

UK special delivery: Special delivery guarantees receipt of the vouchers by 1pm on the next working day (not weekends). Please make sure that you (or the recipient) are available to sign for the delivery, otherwise it will be returned to the sorting office for collection. Please note that if you place an order on a Friday before 12 noon, Royal Mail will not guarantee delivery on Saturday, but will guarantee delivery by Monday.

Delivery Methods Outside of UK (recommended by Royal Mail):

Airmail standard Royal Mail delivery:

This should be selected for any overseas gift voucher orders. Standard airmail post does not guarantee delivery within below timescales, and cannot be traced if it goes missing. The Royal Mail advise the below delivery times:

– Europe delivery aim: 3-5 working days

– Worldwide delivery aim: 6-7 working days

– Up to 10 working days during peak seasons

International Signed For Standard Royal Mail Recorded Overseas Delivery:

As with UK special delivery, the delivery is recorded and a signature is required upon delivery. The Royal Mail advise the below delivery times:

– Europe delivery aim: 3-5 working days

– Worldwide delivery aim: 6-7 working days

– Up to 10 working days during peak seasons

Please note that delivery is by Royal Mail therefore neither SK Chase nor the venue you have purchased from can be held responsible for delays caused by the postal system.  We accept no liability for any delay which may occur in the delivery times which are due to circumstances outside their control. You may cancel an order in such circumstances.

I haven’t received my voucher within the stated time frames above. What should I do?

Please contact our gift partner, SK Chase, they will ask you to provide the delivery address, as a check to ensure the address is correct on the order. If the delivery addresses match, the voucher (presumed lost in the post) will be cancelled and a new voucher issued, with a new order number. The original voucher will no longer be valid and will not be accepted at the venue.

I haven’t received a tracking number for my recorded delivery, how do I get this?

Tracking numbers are not sent automatically. If you require a tracking number, please contact our gift partner, SK Chase 

My voucher had arrived damaged, what do I do?

Please contact our gift partner, SK Chase, to cancel and reissue your order.

Gift recipient

How do I book my experience?

Please contact us to reserve your experience. The contact details are outlined on your gift voucher.

I have received a gift voucher but I don’t know who it’s from. Can you tell me who bought it for me?

Yes. Occasionally the person buying the gift voucher may ask for the gift voucher to be sent to the recipient directly, but forget to add who the gift is from. Your voucher may be retrieved in the system and we can let you know who purchased the gift voucher. Please contact us.

I’ve lost my gift voucher. Can I still make a booking / redeem my experience?

Unless otherwise specified under the terms and conditions, your voucher may be retrieved in the system. Please contact us.

I have received a gift voucher but I would like to change it.

Sorry, but gift vouchers are non transferable.

Can my voucher be extended?

Please contact us. Note that gift voucher extensions are not always possible.

If you can’t find the answer to your question, please contact us.

Our contact details are outlined:

• on your gift voucher

• on the footer of our gift voucher shop

• on our main website

If you cannot reach us, contact our trusted partner SK Chase.

We work with a trusted company, SK Chase, to sell our gift experiences online; helping you view, buy and receive your gift vouchers. 
It is always best to contact us first but in case you cannot reach us, contact SK Chase.