When will the gift voucher(s) be received?
Email – Instant Collect – Upon collection Postal Options (estimates based on purchase by 12 noon): UK 1st Class – up to 5 working days UK Special Delivery – 1 working day International Standard – up to 15 working days International Signed For – up to 7 working days On some occasions we may have dispatched your gift voucher order but it gets lost in the post. If you have not received your voucher 7 working days after placing the order, please contact us. We may need to cancel your original order and issue you with a new gift voucher. In this situation we would ask you to destroy the original voucher if it is eventually received, as it will no longer be valid.
How do I book/redeem my voucher?
Please call our Reservations Team on 01580 200 112 to book your experience with us using your voucher. Once your booking has been confirmed, please keep your voucher in a safe place as you will need to present it in the relevant area upon arrival.
How do I open my gift voucher link?
The link should open when you click on it, however you may need to copy and paste the link into your browser for it to work: · Copy the gift voucher link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select ‘Copy’ · Open your internet browser and paste the gift voucher link into your address bar by right clicking and select ‘Paste’ · You will now be asked to enter your email address to verify that you are the recipient · You should then enter the email address exactly as it was entered at the buying stage. Please note that if the email address is not exactly the same, it will not be possible to download your gift voucher. · Once the correct email address has been entered, your gift voucher will appear as a PDF document (Adobe PDF Reader can be used to open this document and is available to download for free at https://get.adobe.com/uk/reader/) · Open the PDF and then print your gift voucher
How do I cancel a gift voucher purchase to receive a refund?
If you have completed a transaction and realise that you’ve made a mistake or purchased a gift voucher(s) that you no longer want, we will be happy to refund your order and cancel your gift voucher. You must do this within 7 working days of purchasing your voucher(s), after this time all vouchers are non-refundable.
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 having sufficient funds in your account. Banks occasionally decline payments when they suspect unusual buying behaviour, this can be easily rectified by contacting your bank and advising them that you are trying to make an online purchase. For further help, please contact us directly on 01580 200 112 or by email to [email protected]