Frequently Asked Questions

Whether you are thinking of buying a gift voucher or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us (you'll find our contact details on the 'Contact Us' link).

Which delivery option should I choose?

For orders placed on a working day (Monday - Friday, excluding bank holidays) before 12 noon, the order will be despatched the same day.

For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day.

We use Royal Mail to deliver your order.

Please note that Postage and Packaging is not included in the gift voucher prices; supplements apply for 1st class, special and overseas deliveries (outside the United Kingdom).

The following mailing options are available to customers ordering from the UK:

UK 1st class delivery - standard Royal Mail UK 1st class delivery service.

Please then allow 2 working days for the voucher to be delivered by Royal Mail.

UK Special delivery - standard Royal Mail UK Special delivery.

This will be tracked by Royal Mail and requires a signature from the recipient.

Special Delivery guarantees receipt of the vouchers by 1pm on the next working day (not weekends).

Please make sure that you (or the Recipient) are available to sign for the delivery otherwise it will be returned to the sorting office for collection. Please note that if you place an order on a Friday before 12 noon, Royal Mail will not guarantee delivery on Saturday but will guarantee delivery by Monday.

Important:

Please allow seven days for delivery during peak postal time.

There is no dispatch or delivery on UK bank holidays and weekend.

Please note that delivery is by Royal Mail therefore we cannot be held responsible for delays caused by the postal system.

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

International Signed For - standard Royal Mail Recorded Overseas delivery. As with UK Special delivery the delivery is recorded and a signature is required upon delivery.

If you use International Signed For with Airmail delivery Royal Mail has a target time of within three working days to Western Europe, four working days to Eastern Europe and five working days for the rest of the world. By Surface mail, it may take up to two weeks for Western Europe, four weeks for Eastern Europe, and up to eight weeks elsewhere.

If your item is not delivered, please allow up to 25 days after posting before you consider it lost.  This is because your item may have been held in customs or be in the process of being returned to sender if it could not be delivered for some reason.

An Post is used for customers ordering from Ireland: Standard Post, Express Post (Ireland) and Standard Post (International) to UK are available.

Email - An automatic email with a gift voucher link will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient.

N.B. This is a system generated email and therefore may go 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?

The link should open when you left click on it, however you may need to copy and paste the 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'.

You will now be asked to enter your email address to verify that you are the recipient.

You should enter the email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the gift voucher page.

Once the correct email address has been entered, your gift voucher should now appear on your screen.

Print the gift voucher.

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

The link should open when you left click on it, however you may need to copy and paste the 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'.

You will now be asked to enter your email address to verify that you are the buyer of the gift voucher.  You should enter your email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the receipt page.

Once the correct email address has been entered, your receipt should now appear on your screen.

Print the receipt.

When will the gift voucher(s) be received?

Once your order has been processed by us (for orders placed on a working day (Monday - Friday excluding Bank Holidays before 12 noon, the order will be dispatched the same day. For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day), we then rely on Royal Mail to deliver the gift voucher. Order stage to delivery can take between 1 - 6 days depending on when the gift voucher order is processed and the delivery method selected. Please see 'What delivery option should I choose?' (above) for more information on delivery options.

Please Track Your Order (see 'Track Your Order' link at top of page) if you would like to check the progress of your order.

On some occasions we have dispatched your gift voucher order but it gets lost in the post.  If you have not received your order 3 -4 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 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 want SK Chase will be happy to refund your card (provided the transaction has taken place within the last 7 days and subject to the individual hotel's terms and conditions) and cancel the gift voucher order.

Please contact us to arrange this. (See 'Contact Us' page)

How do I order more than 1 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.

If you would like to purchase more than 1 of the same type of gift voucher simply enter the amount of gift vouchers you would like to buy in the 'Quantity' box, for example, if you would like to purchase 10 Afternoon Tea gift vouchers, select the Afternoon Tea gift voucher and then enter 10 in the Quantity box and click on 'Update'.

You can select different delivery addresses, recipients and personal messages for each of the vouchers in your order.  Please follow the on-screen instructions.

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 for us to extend the validity of your gift voucher, however we cannot guarantee this.  Please contact us (the hotel) directly to check if we can offer an extension.

See 'Contact Us' page for our contact details.

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 there being sufficient funds in an account banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.

Please contact SK Chase directly for further help on enquiries@skchase.com

I've received my gift voucher but there is a spelling mistake / error on the personal message.  Can I get it amended and re-issued?

Yes.  Please contact us directly quoting your gift voucher reference number and we will make the necessary amendments and re-issue the gift voucher.  The original gift voucher should then be destroyed as it will no longer be valid.

If you are unhappy with any aspect of the presentation of your gift voucher please contact us immediately so that we rectify the situation.

I have received a gift voucher but I don't know who it's from.  Can you tell me who bought it for me?

Yes.  Occasionally the person buying the gift voucher may ask for the gift vouchers to be sent to the recipient directly but forget to add who the gift is from.

We have all of the buyers details stored on our system so we can easily retrieve your order and tell you who purchased the gift voucher.

I've lost my gift voucher.  Can I still make a booking / redeem my experience?

Unless otherwise specified under the terms and conditions of your voucher, we should be able to retrieve your gift voucher on our system by carrying out a name search so please contact us. (See 'Contact Us' page)

Alternatively if you would like another gift voucher issued we can cancel the original and issue another one.

I've received (or purchased) a monetary gift voucher but don't want to use it all in one transaction.  Is it possible to receive smaller denomination gift vouchers or to be given another gift voucher(s) with the remaining balance?

All gift vouchers do state that no change will be given however it may be possible for us to re-process the order in smaller denominations so that you can redeem the smaller value vouchers on several occasions rather than one voucher on one occasion.

Alternatively we may be able to give you change back in gift voucher form.

Are you able to provide me with a VAT receipt?

No, I'm afraid that SK Chase cannot supply you with a VAT Receipt nor a VAT Invoice until the vouchers you have purchased have been redeemed.

This is because the voucher is treated as a monetary value, and if sold at or below their monetary value then no VAT is due. However, VAT will be due on the full value of the transaction once the voucher has been redeemed with the establishment in question.

In short, you will need to claim back VAT from the hotel venue once the vouchers have been used, rather than when the vouchers have been bought.

If you speak directly with the hotel, they may be willing to issue you with a VAT receipt at their discretion.





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