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 to customers ordering from the UK:
- UK 1st class delivery - standard Royal 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 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 - 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 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: I have received an electronic (email) gift voucher but cannot open the link, 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 indentically 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.
Q: 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 indentically 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.
Q: When will the gift voucher(s) 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?' (above) for more information on delivery options.
Please contact us (see 'Contact Us' 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.
Q: 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)
Q: 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.
Q: 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.
Q: 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 0870 609 4513.
Q: 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.
Q: 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.
Q: 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.
Q: 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.