Frequently Asked Questions - Gift Vouchers & Cards - Voucher Express

YOUR QUESTIONS ANSWERED

Some of the most frequently asked questions are shown below. We hope these will be of assistance but if you are still unsure about any aspect of our service, please ring our helpline number: 0371 384 5931.

How do I contact Voucher Express?
You can contact us by email at info@voucherexpress.co.uk or call our helpline 0371 384 5931, Monday to Friday 9am - 5pm. If you are calling from overseas please dial +44 (0)1765 607511. If you have an enquiry about an existing Gift Voucher or Gift Card order, please be ready to quote your order reference number which will begin with the letters VEX.

How will I know if my order is placed and being processed?
As soon as you place your order you will receive an email informing you that your order has been received and is being processed.

Ahead of your requested delivery date you will receive a further email informing you that your Gift Voucher or Gift Card order has been despatched to your chosen recipient. Please note: The delivery address in this second email will be displayed in a shortened format - please be advised that your order will be sent to the full address you provided us with.

'Query' Orders: If there is a query with your Gift Voucher or Gift Card order you will be contacted by email or by telephone. Typical queries include incomplete delivery addresses or where undelivered goods have been returned to our offices.

'Failed' Orders: Gift Vouchers & Gift Cards are just like cash and we undertake rigorous checks to help reduce the incident of fraud. On some occasions we may be unable to proceed with an order. In this case you will be informed by email. If you feel that your order has been 'failed' unjustly, please place another order on our website using a different form of payment. Please be aware that we reserve the right not to discuss the reasons why an order might be 'failed'.

How are my Gift Vouchers and/or Gift Cards delivered?
We use Royal Mail for all our deliveries. Delivery charges vary depending on the amount ordered.

Voucher Value Delivery Charge Delivery
£10.00 - £30.00 £1.75 UK Sterling 1st class
£30.01 - £99.99 £2.95 UK Sterling Recorded Delivery (requires a signature)
£100.00 - £250.00 £5.75 UK Sterling Special Delivery (requires a signature)
Guaranteed Same Day Despatch (Any Value) : £6.50 UK Sterling

You should normally allow 2-3 working days for delivery of your vouchers. During the peak Christmas period delivery may be delayed and we advise that orders for Christmas are placed in good time.

If you are ordering in advance you can specify a specific date for delivery. Your order will be held ready for despatch two days before your requested delivery date. Guaranteed Same Day Despatch: We offer a 'same day despatch' for orders placed before 3pm Monday to Friday. This service is priced at £6.50 with despatch made by Special Delivery. This service is available whatever value of vouchers you choose. To use this service simply choose this option during the ordering process.

Please note: The Same Day Despatch service does not guarantee next day delivery. What is does guarantee is that your order will be prioritised for despatch the same day the order is placed. On most (but not all) occasions, by using Special Delivery, this will ensure that next day delivery is achieved.

Please also note, Royal Mail do not deliver on Sundays or Bank Holidays.

What if there is no-one at home to sign for the gift vouchers?
The postman will leave a card at the delivery address, informing the occupant that an attempted delivery was made. The gift vouchers will then be taken to the local Royal Mail Enquiry office where they will await collection by the recipient.

If no collection is made within two weeks the package will be returned to our offices. At this point we will re-contact the sender to confirm delivery instructions or discuss alternative arrangements.

Where do you deliver to?
We can deliver gift vouchers and gift cards to anywhere in the UK including the Scottish Isles and Channel Islands. We can also deliver to British Forces Post Offices (BFPO) addresses.

If you require delivery to anywhere other than these areas, please contact our helpline on 0371 384 5931, Monday to Friday 9am - 5pm.

Are there any other restrictions on delivery?
Royal Mail do not deliver on Sundays or Bank Holidays.

A limited delivery service will be in operation in the week immediately after Christmas. For further details of this please ring our helpline. Also, due to the high volume of orders at Christmas we advise customers to order early for Christmas delivery.

What if I have made a mistake on my order?
If you have made a mistake please call our helpline on 0371 384 5931, Monday to Friday 9am - 5pm, quoting your order reference number. We will do our upmost to try and make any necessary changes.

What do I do if I have any special requirements for my order?
A customer notes box is available during the order process. Typical requirements might include a request for specific voucher denominations or additional delivery instructions. We take note of all customer requirements and try to accommodate all reasonable requests.

Where can the vouchers be spent?
Gift Vouchers are sold for either specific stores, e.g Marks & Spencer, or for a multitude of different shops, e.g Leisure Vouchers which can be spent in a very wide range of different outlets such as Pizza Hut, Saks and Legoland. Use the search facilities and view the 'more information' behind each voucher to insure the voucher you choose can be spent where you want it to be spent.

Do gift vouchers have an expiry date?
The majority of gift vouchers sold on Voucher Express do not have an expiry date and can be used at any time in the future. However certain vouchers (e.g Dixons, NEXT, Harvey Nichols) and many gift cards (e.g Debenhams, House of Fraser) may carry an expiry date, typically 12 or 24 months. Please refer to the details contained with your delivery which will show the expiry date of your voucher or gift card. Or click here to view a summary of expiry dates.

Can I choose different types of vouchers on the same order?
Yes you can. Select a range of vouchers, at a range of values. The only restrictions to this are that delivery is all to one address, and the overall value of the order cannot exceed £200.

How can I pay for my gifts?
Voucher Express accepts payment from all major credit/debit cards including VISA, Mastercard, Maestro/Switch, Solo, Delta and American Express. Please note: we do not accept Visa Electron cards. Our site is fully secure, using a Secure Trading server with state of the art encryption and secure sockets layer (SSL) technology. We do not store your credit/debit card details online.

What do I do if I need a receipt for my order?
Please indicate on the customer notes section that you require an invoice. This will be sent to the sender's address, unless specified otherwise, and may take a few days to be processed. Alternatively ring our helpline number quoting your order reference number.

When will payment be taken from my account?
Voucher Express utilises an automatic online payment process. Your payment will be taken from you as soon as you place your order and you receive an order confirmation email. If payment has been unsuccessful you will be notified during the order process by online screen messages.

If an order is subsequently 'failed' following our additional checks, then a full refund will be made to the debit/credit card used. Please note that we reserve the right not to discuss the reasons why an order might be 'failed.'

What will appear on my credit card statement?
Your credit card statement will read 'Voucher Express' and the charge will be in UK Sterling and converted to your own currency if necessary.

Can I order larger amounts of gift vouchers?
It is possible to order larger amounts of gift vouchers. Please visit our corporate gift vouchers page for more information: Business gifts - Gift Vouchers & Cards.

Is Voucher Express secure? What do you do with customer details?
Please visit our security page or privacy page for your answer.

Do I have to pre-register to visit the site?
No. Voucher Express believes that online shopping should be easy. We only take your details once you have become a customer, not before. Once you have ordered we will send you a customer account number to use our 'Fast Track' service. This will speed up the process during the placing of any subsequent orders.

How do I search for the most appropriate gift vouchers?
The simplest way to search for gift vouchers is to view the full range. This displays all the vouchers available to buy. Three search functions are also available, displayed on the left hand side of the screen, allowing you to hunt out gift vouchers by store name, category and also by typing in the name of the shop you wish to buy vouchers for.

How does the address book work?
Once you have placed an order on Voucher Express you will be given an account number. You can use this account number with your email address to create your own address book in which you can store as many addresses as you wish. You can edit your list at any time and use it to 'Fast Track' the order process when sending gifts.

How do I redeem my VEX Gift Certificate? 
The VEX Gift Certificate is a swap out product from Voucher Express. You can choose from our wide range of Gift Vouchers & Gift Cards. At the checkout enter the unique code to deduct the value of the Gift Certificate. You must redeem the whole VEX Gift Certificate value in one transaction and you cannot redeem it for another VEX Gift Certificate. For more information please visit the VEX Gift Certificate page