Frequently Asked Questions
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If you require help with your purchase please call our Team on 0191 516 1400 or email firstname.lastname@example.org and we will be happy to help.
Which delivery option should I choose?
You may choose to have your vouchers delivered by Royal Mail UK Standard 1st Class, Royal Mail Tracked & Signed or International Tracked & Signed.
Postal vouchers will be dispatched the same day, providing the order was placed before 1 pm, Monday-Friday, excluding bank holidays. In which case, they will be sent out on the next working day. (Please note that orders placed after 1pm on a Friday will be posted out on the following Monday unless it is a bank holiday.)
Please allow up to 5 working days for the voucher to be delivered by Royal Mail. (Please note, UK First Class post does not guarantee delivery within the above timescales, and cannot be traced if it goes missing. Delivery is by Royal Mail therefore we cannot be held responsible for delays caused by the postal system.)
What does Combine Packaged Vouchers mean ?
If you select at checkout ‘combine X amount packaged vouchers’ your vouchers will arrive in one envelope, up to a maximum of four vouchers. You will be issued with one foiled envelope per posted order, this includes if you are ordering multiple vouchers as gifts, you will still receive one envelope.
You can order up to four vouchers to be posted out in one envelope for a cost of £3.05 for 1st class royal mail delivery to one address. Please note the four vouchers will be posted out to you in one package which contains:
· one silver foiled gift envelope to one address.
If you wish to order five or more vouchers each voucher will be posted out to you in separate envelopes each costing £3.05. If placed on one order they will be posted to the same address.
I want to order more than one voucher for gifts for different people, how do I receive more than one gift envelope?
If you are ordering multiple gift vouchers, for a number of people, you will need ensure the ‘combine packaged vouchers’ option is not selected, this ensures vouchers are not combined together in one envelope. Each order will cost you £3.05 for 1st class royal mail delivery.
I’ve ordered gift vouchers and only one gift envelope has arrived, how can I get another?
The cost of another envelope is £1.50 per additional envelope, you can contact our Hotel Reception or Reservations team on 0191 516 1400 and they will be able to discuss issuing you with a further envelope.
I’ve ordered multiple gift vouchers and individual envelopes and only one gift envelope has arrived, what should I do?
If you contact the hotel directly, we can discuss arranging getting further gift envelopes sent to you. The team can be contacted on 0191 516 1400
How do I cancel a gift voucher purchase?
You have a statutory right to cancel your purchase of a gift voucher within 14 calendar days after the date you receive the order confirmation email. Please contact us on 0191 5161400. However, if you redeem the voucher within the 14 calendar day period after receiving the order confirmation email you lose the right to cancel the voucher. Please see terms and conditions for more information.
I can't find my confirmation email, can you help?
Please check your spam folder and make sure the spelling of your email is correct on the online order. If all is correct and no email can be found, please contact us on 0191 5161400.
How do I order more than 1 gift voucher?
Simply + for multiple gift vouchers within your order or click on 'Continue Shopping' to add more vouchers to your order.
You can select different email addresses (but not postal addresses), recipients and personal messages for each of the vouchers in your order. Please follow the on-screen options.
My gift voucher is about to expire and I haven't used it yet. Will I be able to extend the validity of my gift voucher?
It may be possible to extend the validity of your gift voucher with a small additional charge, however we cannot guarantee this. Please contact us on 0191 5161400