Q: Who is charging my credit/debit card?

SK Chase (our gift voucher partner) will charge your card for the purchase and will appear on your credit/debit card statement.

Q: How do I redeem my voucher?

If you have an SK Chase Monetary Voucher, please browse our site and decide for which experience you would like to exchange your voucher, and then contact a member of the SK Chase team on 0870 609 4513 so that we can arrange to issue you with your chosen gift voucher experience. Please note that the SK Chase Monetary voucher cannot be exchanged directly with the hotel, only with SK Chase. Thank you. If you have a hotel gift voucher, please read the instructions printed on your gift voucher explaining who to contact to book your experience.

Q: Which delivery option should I choose?

Gift voucher orders are processed within 48 hours of the order being placed. We then use Royal Mail to deliver your order. The following mailing options are available:

UK 1st class delivery - standard Royals  Mail UK 1st class delivery service. This should be received the following working day (Monday - Friday) if within the UK however this is not guaranteed.

UK Special delivery - standard Royal Mail UK Special delivery. This will be recorded by Royal Mail and requires a signature from the recipient. Guaranteed next working day (Monday - Friday) delivery. Please make sure that you (or the Recipient) are available to sign for the delivery otherwise it will be returned to us. Please note that if you place an order on a Friday Royal Mail will not guarantee delivery on Saturday but will guarantee delivery by Monday.

Airmail - standard Royal Mail Airmail delivery. This delivery method should be selected for any overseas gift voucher orders.

Recorded Overseas - standard Royal Mail Recorded Overseas delivery. As with UK Special delivery the delivery is recorded and a signature is required upon delivery.
 
Email - automatic email with a gift voucher link will be sent as soon as the transaction is completed. This can be sent to either you (the purchaser) or directly to the recipient.

N.B. This is a system generated email and it may go straight to the email recipient's junk or spam email folder. Please also take care when entering email address that it is correct. If an email delivery fails we will attempt to contact you to advise that the email has been returned to us 'undelivered' and will try to get another email address. If you have difficulty opening your gift voucher link please see below 'How do I open my gift voucher link?'

Q: When will the gift vouchers be received?

We guarantee that gift voucher orders will be processed within 48 hours and then we rely on Royal Mail to deliver the gift voucher. Order stage to delivery can take between 1 - 4 days depending on when the gift voucher order is processed and the delivery method selected. Please see 'What delivery option should I choose?' for more information on delivery options.

It's possible that your gift voucher(s) have been lost in the post and if this is the case we need to cancel your original order and re-issue the gift vouchers.

Please contact us on 0870 609 4513 or email enquiries@skchase.com if you would like to check the progress of your order.

Q: I have ordered more than one voucher but have only received one, will I receive the other voucher(s)?

If you have ordered multiple vouchers they will be sent out individually and so could arrive at different times. Please contact us on 0870 609 4513 to check the progress of your order.

Q: I have ordered more than one voucher but have only received one gift wallet / box. Can I get another gift wallet / box sent?

Yes we will send you another gift wallet / box immediately if required. Please contact us on  0870 609 4513 or email enquiries@skchase.com to arrange for another gift wallet / box to be sent to you.

Q: Can I cancel a gift voucher purchase?

You can cancel your order at any point by selecting the 'Cancel Order' button however if you have completed the transaction and realise that you've made a mistake or purchased a gift voucher(s) that you no longer require we will be happy to refund your card (provided the transaction has taken place within the last 7 days) and cancel the gift voucher order.

Please contact us on  0870 609 4513 or email enquiries@skchase.com

Q: Can I purchase a gift voucher that is not currently displayed on the list?

It is highly likely that you can purchase other gift vouchers that are not currently displayed on the gift voucher catalogue. Please contact the hotel directly or contact SK Chase on 0870 609 4513.

Q: I have purchased the wrong gift voucher(s) / purchased too many gift vouchers / made a mistake on my order, can I have a refund?

Yes you can be refunded within 7 days of your purchase. Please contact SK Chase immediately on 0870 609 4513 to arrange the refund.

Q: How do I order more than one gift voucher?

Simply 'Add to Order' as many gift vouchers as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Remove' button.

Q: I have received a 'failed transaction' message at the end of my transaction, has any money been charged to my account?

If the transaction has failed it's highly likely that there was a communication error between our payment gateway and your bank and therefore no charge will be made to your account. You should have been asked if you would like someone from SK Chase to contact you and if you have replied 'yes' we will be in touch shortly. Please contact us on 0870 609 4513 if you would like to check the status of your transaction.

Q: Can I get a VAT receipt?

SK Chase is not able to provide a VAT receipt however the establishment that you have purchased a voucher / vouchers for will be able to provide a VAT receipt upon redemption. Most establishments should be able to provide you with a VAT receipt prior to redemption as long as they have received the funds from SK Chase. If a VAT receipt is provided prior to redemption a further VAT receipt will not be provided on redemption of the voucher.

Q: I have received an electronic (email) gift voucher but cannot open the link, how do I open my gift voucher link?

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'.
Your gift voucher should now appear on your screen.
Print the gift voucher.

 
Q: I have received an email with a link to my receipt but cannot open the link, how do I open my receipt link?

Copy the receipt 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 receipt link into your address bar by right clicking and select 'Paste'.
Your receipt should now appear on your screen.
Print the receipt.