Q: How do I use my card?
A: Compliments Experience Cards can be used as part or full payment for any of the experiences listed on the Compliments Experiences website. The option for pay/part pay by gift card should be selected on the checkout page. The 19 digit card number can be found on the reverse of the card with a 3 digit security code adjacent to this. Once you have selected your experience, the relevant experience pack will be distributed to you, allowing you to book the specific time and date for your experience.
Q: What does the experience pack look like?
A: The experience voucher and accompanying information are presented inside a smart silver wallet with a message card which we can either pre-print in the office or leave blank for you to add your own message. The accompanying documentation includes:
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An information sheet detailing information about your experience and how to make your booking
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Insurance documentation (insurance is included free with most experiences, and covers the recipient for £50,000 of Personal Accident insurance and Cancellation Indemnity, subject to terms)
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A feedback form, so you can tell us how you got on.
All gift packs are sent under plain cover. The pack is designed to fit through a standard letter box. Please note that some experiences do not include a gift pack (this will be clearly stated on the product page).
Q: How long will the pack take to be delivered?
A: If you order before 2pm, we will usually dispatch the vouchers on the same day for which we give an approximate lead time of three to five working days if you select first class post. Orders placed after 2pm will usually be dispatched on the next working day. If you order before 2pm and request Special Delivery (for an extra charge), it will be guaranteed to arrive on the next working day before 1pm, and will need to be signed for.
These delivery times and prices are only applicable to UK delivery addresses, for delivery addresses outside the UK, please contact our Customer Services team by telephone to discuss your requirements.
Q: If I need an instant gift can I get one?
A: If you order your voucher online and have missed the postal deadline for the date that you require the gift, you may be given the opportunity to print a temporary gift certificate which you can then give to the recipient whilst you wait for the pack to be delivered. ~
Q: How long do I have to use the voucher?
A: Most of our vouchers are valid for 9 months and you must book and take your experience before your voucher expires. Some promotional and other vouchers may have longer or shorter validity periods, but this will be clearly stated on our website.
Q: Can I exchange my voucher?
A: You can exchange your voucher for another experience, but only if you haven't previously extended or exchanged it. We are also not able to exchange your voucher once you have made a booking with one of our suppliers or if your voucher has expired. Please note that vouchers may only be exchanged once and the expiry date of the new voucher will be the same as that of the original voucher, so we cannot exchange vouchers which have already expired
Q: Can I extend my voucher?
A: Most of our vouchers may be extended, at our absolute discretion, for a period of 9 months upon payment of a £20.00 administration fee. Please note that expired vouchers, promotional vouchers, Marriott Vouchers, Multi-Choice Vouchers, Activation Cards and E-Cards cannot be extended under any circumstances.
Q: Can I have the voucher refunded?
A: A full voucher refund is available, as long as your voucher is returned to Acorne Plc within 14 days of purchase. A refund can only be made to the purchaser and if payment was originally made by Compliments Experiences card, a new card will be issued to return the funds. If the original payment was topped up with a credit/debit card, this portion of the transaction will be refunded to the same card. A refund cannot be given once a booking has been made or on extended, expired or exchanged vouchers. Refunds are not given for mailing, fulfilment and express carriage charges or personalised items.
Please note the cost of returning your voucher for a refund will not be bourne by Acorne Plc and Acorne Plc strongly recommends that a secure delivery service such as Royal Mail Special Delivery (with postal insurance as appropriate) is used when returning a voucher as vouchers cannot be refunded until they are received by Acorne Plc.
Q: How do I book my experience?
A: We will provide you with the exact locations and contact information of our centres once you have purchased the experience voucher(s). For most of our experiences you will book directly with the centres.
Q: I need to send my voucher to you or to the centre where I have made my booking. Should I send it by Special Delivery?
A: Yes, we would always advise you to send all documentation to us or to the centres by special delivery as registered or recorded post will not be insured if lost.
Q: How do I find out about your latest experiences?
A: The best way to find out about our new experiences is through our website, which is updated regularly to show our newest products and most accurate information. Alternatively you can contact our Customer Services team on 0844 504 8855 who will be happy to discuss our experiences with you
Q: Are there any restrictions on taking part in the experiences?
A: Some of our experiences (typically driving or flying experiences) have weight or height restrictions, which are usually dictated by the vehicle or aircraft in which the experience will take place. Others may have an age restriction for insurance or legal reasons (but don't worry, we have lots of 'Junior Friendly' products so small people needn't miss out). Some of our driving experiences may also require a full UK or EU driving license. The majority of our experiences require you to be in a reasonable state of health and fitness, some (such as Tandem Skydive, Parachute Jump and Scuba Diving) require more detailed medical information. If you are in any doubt about your ability to take part in any of our experiences, please contact the centre directly and check before making your booking. Alternatively, our Customer Services team will be happy to advise you on the suitability of experiences.
Q: How can I find out more about the experiences?
A: Contact our Customer Services team on 0844 504 8855. They will be happy to advise you about availability, restrictions etc, or simply to provide more details about the experiences.
Q: What if I am not happy with my experience?
A: If for any reason you are unhappy with any aspect of your experience, you should bring it to the attention of the supplier on the day so that they have the opportunity to resolve it immediately. If you are still unhappy, however, please write to us explaining the circumstances, and we will undertake to investigate it further for you.
Please see our Terms and Conditions for more information.