From ‘My Orders’, you can see a full list of all the orders you’ve placed.
Your orders are displayed in date order with your most recent order appearing first. This is a handy place to visit if you have any issues with your orders because you can easily check statuses and get your order number if you need to get in touch with us.
Please note, if you place an order with an online retailer, this won’t appear on the ‘My Orders’ page because it’s taken place outside. So, if you do have any issues with these types of orders, it’s always best to reach out to the retailer directly.
FAQs
What if my order isn’t listed under ‘My Orders’?
If your order doesn’t appear on the ‘My Orders’ page, then it won’t have been processed and completed. This could be down to an error when placing your order or a payment not being taken. If this happens, try making your order again. If you’re still having issues, get in touch with us.
Please note that orders placed with our online retail partners won’t appear on your ‘My Orders’ page, because they take place outside our system.
What information do I need when contacting customer services?
Please provide your order number when reaching out to us. This helps us easily find your order details and provide you with the right support.
What if I haven’t received my order and the status is ‘Despatched’?
If the order status shows as ‘Despatched’, please allow seven working days for your item to arrive. If you still haven’t received your order after this amount of time, please get in touch with us and we’ll look into it for you.
What if my order is wrong?
If your order is incorrect, please get in touch with us and provide us with your order number so we can assist you.
How do I empty my basket?
It’s super easy, simply head to your basket and click the bin icon next to each of the items you want to remove.
How will I receive my instant vouchers?
Instant vouchers are automatically added to your digital wallet and sent to the email address linked to your account.
How long will my instant vouchers take to arrive?
Instantly! But to be more precise, you should receive your instant voucher(s) within minutes of placing your order. If you haven’t received it within a few hours, please get in touch with us.
What if my instant voucher hasn’t arrived?
Firstly, please make sure you’ve checked your email junk folder and your digital wallet. If you still can’t find your instant voucher, please get in touch with us.
Can I return my instant vouchers if I don’t use them?
No, instant vouchers are non-returnable and non-refundable. So, before you place your order, please make sure you want to make your purchase!
How do I check the balance of my instant voucher?
You can check the balance on your vouchers on the retailer’s website. Please follow the instructions provided.
Reloadable gift cards
How long will my reloadable card take to arrive?
We aim to despatch new reloadable gift cards within three to five days of receiving your order. It can take up to six working days for your card to arrive.
What if my reloadable card hasn’t arrived?
If you haven’t received your reloadable card after six working days, please get in touch with us.
How do I check the balance on my reloadable card(s)?
Go to ‘My Digital Wallet’, find the card you’d like to check and click the ‘Actions’ button on the left. Then click ‘View Balance’ and follow the instructions on the retailer’s site.
How quickly can I use my reloadable card once I have topped it up or activated it?
If the reloadable gift card supports instant loads, you’ll be able to use your card straight away after topping it up or activating it. Please check the information on the retailer page to see whether instant loads are available.
For all other reloadable gift cards, it can take up to four working days for the funds to be available. We recommend that you check the balance on your card before you go shopping, to ensure your funds have been loaded and are ready for you to spend!
How long will my paper voucher take to arrive?
Typically, we’ll process your order on the next working day, so your paper voucher should arrive within 14 working days.
What if my paper voucher hasn’t arrived?
If you haven’t received your paper voucher after 14 working days, please get in touch with us within 21 days of placing your order to let us know you’ve not received it. If you contact us outside of this period, we unfortunately can’t issue you a refund or replacement voucher.
Can I return my paper vouchers if I don’t use them?
Yes, you can return paper vouchers, as long as they are still valid and in their original condition. Simply get in touch with us within 14 days from the despatch of your order if you’d like to return them. You need to contact us first to get a “Returns Authorisation Number” (RAN) as we can’t accept returns unless we’ve approved them.
Please also be aware that it’s your responsibility to ensure we receive the paper voucher(s) back. Once we’ve received the voucher(s), we will then refund the card used for payment.
Online cashback
Why don’t my online orders appear on the ‘My Orders’ page?
When you make an order directly with our online retail partners, we can’t record it because it’s taken place outside of our platform.
What if my cashback doesn’t appear in my balance?
Cashback from your spending with our online retailer partners takes a little longer to process. You’ll likely see it in your ‘Processing Balance’ within seven working days, but it can take up to three months for it to appear in your available balance. If you can’t see your cashback in your balance at all after seven working days, please get in touch with us.
What if the goods I’ve ordered are incorrect or damaged?
If you’ve placed an order with one of our online retail partners and find that the items are incorrect or damaged, please reach out to them directly for a refund or replacement.
How will I receive my order?
When you purchase an experience day this will be sent to you via the post within five working days.
Can I receive a refund for my experience day?
If you have not booked your experience day or if the gift voucher is still in date, please contact us directly to request a refund.
What can I do if my voucher has expired?
Unfortunately, once your voucher has expired, this is no longer valid to be redeemed and we cannot offer a refund.
What if my voucher hasn’t arrived?
Please allow up to five working days to receive your voucher, if you have not received this within that time period please get in touch so we can look into things for you.
Orders with online retailers
If you’ve placed an order with one of our online retail partners, please contact the retailer directly to return an item, request a refund, or if you have any issues with your order.
Reward catalogue products
Can I cancel my order from the reward catalogue?
If you’ve ordered an item from the reward catalogue and want to cancel it, you have 14 working days to request a cancellation.
Can I return an item from the reward catalogue?
If you’ve received the item and want to return it, please contact us within 14 working days. Please note, refund and returns policies are subject to individual retailers.
Local discounts card
What if I’ve lost my card?
Oops – don’t worry! Please get in touch with us and we’ll send you a new one.
What do I do if a retailer refuses to honour a local discount?
We’re sorry if this has happened to you! Please get in touch with us and share the specific name and location of the retailer, as well as the date of your transaction and the discount you were expecting. We’ll then reach out to the retailer to investigate and let you know the outcome.
Have we answered your question?
Hopefully the answer is ‘Yes!’ but if it’s not, please get in touch with us and we’ll provide you with further support.