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Q: How do I book my experience?
Compliments Experiences 0344 504 8855 All the information you’ll need to book and take your experience, including contact details for the experience provider/s, can be found online when you activate your voucher. Please take a moment to read through these details as it should answer your questions.
Compliments Experiences 0344 504 8855 You’ll be able to book your experience directly with the experience provider for a mutually convenient date (remember that experiences must be booked in advance and are always subject to availability). Please do not call our Customer Services team as we do not hold details of availability and we cannot make a booking for you.
Compliments Experiences 0344 504 8855 To avoid disappointment, we recommend that you book as early as possible to ensure that a date is available before the expiry date of your voucher. Our experiences will generally require you to book 6 or 8 weeks in advance (or even longer), particularly during peak periods. You must have booked and taken your experience before your voucher expires. We strongly recommend that you don’t make any travel, accommodation or other arrangements until your booking has been made and you’ve received confirmation from the experience provider.
Q: Can I exchange my voucher?
Yes, you can exchange a valid voucher for an alternative experience.
In order to exchange, please browse through our experiences on the website and then return the original voucher via trackable mail to us along with a letter clearly stating the name and product code of your chosen experience to:
If you select a more expensive experience, you will be asked to pay any difference in price. The new voucher/s that you select will keep the same expiry date as your original voucher. Vouchers can be exchanged to anything on the website except for products on our Excluded List which are marked with a white star.
Please note that a voucher cannot be exchanged if you have already made a booking with one of our experience providers and cannot be refunded once exchanged.
Q: Can I extend my voucher?
Some valid vouchers can be extended for 9 months. This is subject to a £20 administration fee. Restrictions will apply to promotional products and charges may vary.
To extend your experience, you’ll need to return the original voucher to us via trackable mail, along with a letter explaining that you’d like the voucher to be extended to:
Upon receipt of the voucher and cheque, we will be pleased to send you a new, extended voucher. Alternatively you can enclose your telephone number and we will call you to take the fee.
Please note that we cannot extend a voucher if it has already expired, and once a voucher has been extended it cannot be exchanged, merged or refunded. Kindly also note that activated Marriott vouchers, activated National Trust vouchers, multi-choice vouchers, Gift Cards and E-cards and some promotional products cannot be extended under any circumstances.
Q: Can I have a refund?
We are happy to refund the cost of your voucher as long as the voucher is returned to us via trackable mail within 14 days of receipt and you have not already exchanged or merged it, or made a booking. Please enclose a copy of your original order confirmation with the voucher. The address to send the voucher back to is:
Upon receipt of the voucher, we will refund the cost of the order back onto the card that was originally used for the purchase. Unfortunately we are not able to refund postage and packaging charges. Expired vouchers cannot be refunded under any circumstances.
If you purchased your voucher from a third party (such as a retail or catalogue outlet) we are not able to refund it and any refund would be at the discretion of that third party, so you should return your voucher to them.
Q: What does the experience pack look like?
The voucher and accompanying information are presented inside a smart wallet and can be pre-printed with your personal message.
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?
If you order before 2pm, we will usually despatch 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.
Kindly note that we cannot be held responsible for delays caused by Royal Mail.
Q: If I need an instant gift can I get one?
If you order your voucher online and have missed the postal deadline for the date that you require the gift, you can print a temporary gift certificate which you can then give to the recipient whilst you wait for the pack to be delivered. Kindly note that this temporary certificate is not a voucher and cannot be redeemed for an experience.
Some of our experiences are now available by e-voucher. Orders for an e-voucher can only be placed online by you as the confirmation will be subject to your bank security clearance. Once your order has been confirmed you will receive your e-voucher by email.
Q: My order hasn’t arrived. What shall I do?
Kindly note that Royal Mail may still deliver an order up to 10 working days from despatch, so please do not call us until 10 days have elapsed. However, you must let us know no later than 21 days from your order date if your order hasn’t arrived, so that we can investigate.
If you need to present your order urgently, you can print a temporary gift certificate which you can give to your recipient whilst you wait for the pack to be delivered.
Q: How long will I have to use my voucher?
Most of our vouchers are valid for 9 months and you must book and take your experience before your voucher expires. Some promotional products and other vouchers may have longer or shorter validity periods, but this will be clearly stated on our website.
Q: Can I combine the values of two or more vouchers?
You can combine or merge the value of two or more Face Value vouchers for an administration fee of £20, but if they have different expiry dates then the earlier expiry date is carried forward onto the replacement voucher. Only Face Value vouchers purchased from the same retail chain, brand or website can be merged together, and you cannot merge a voucher if it has already been merged or exchanged.
In order to merge your vouchers, please telephone our Customer Services team on 0844 504 0844* and they will be happy to send you the relevant form. You’ll then need to complete and return the form, along with your original vouchers and any payment required, to our office. Please note that as your vouchers cannot be replaced if lost in the post, we strongly advise using Royal Mail Special Delivery when sending vouchers to us.
We cannot merge vouchers if one or more have already expired or been extended; if one or more have previously been merged, if one or more does not have a Face Value or if you have already made a booking with one of our experience providers. A voucher cannot be exchanged or refunded once it has been merged.
*Please note that calls to this number are charged at 5p per minute plus your telephone provider's access charge.