Frequently Asked Questions

Question: I’m experiencing difficulties placing an online order and checking out

Answer: Please contact us, we will be able to create a voucher sale over the phone, take payment and arrange postage.


Question: How do I print my e mail voucher?

Answer: If you request an email voucher it will be sent to you straightaway as a PDF attachment, please open the PDF attachment and print. Vouchers are designed professionally, but the quality of the print finish will be determined by the spec of your printer. Email gift vouchers can be sent direct to you or to the lucky recipient with a message from you. They make great last minute gifts.


Question: What delivery and postal options do I have?

Answer:

  • Gift Vouchers can be emailed free of charge
  • Gift vouchers can be posted 1st class in an A5 gift envelope - £3.95
  • Gift vouchers can be posted 1st class in a gift box - £7.50

As long as you place your order by 3pm Monday - Friday, your gift voucher will be sent the same day (exc. Bank Holidays). If your order is placed after 3pm, or at the weekend, it will be posted the next working day. All gift vouchers are carefully posted by a professional fulfilment company. The delivery address can be different to the payment address so can go straight to the recipient.

Gift vouchers can also be sent by email. In this instance your gift voucher will be emailed to you straight after a successful check-out (it will be with you within a couple of minutes). In this instance it will be sent as a PDF for you to print. Gift vouchers can also be emailed directly to the lucky recipient with a personal message.



Question: Can I have a VAT receipt for my purchase

Answer: We do not supply VAT receipts on voucher sales; however VAT receipts can be issued on the redemption of the voucher.


Question: I’ve received my voucher and there is a mistake on it can I get it amended?

Answer: Yes please do contact us, we can amend or reissue a voucher.


Question: I’ve lost my voucher can I still make a booking?

Answer: Vouchers can be retrieved from the system and re issued, but please do contact us as this is solely at the discretion of the manager on duty at the time of the query.


Question: Can I extend or refund my voucher?

Answer: Unfortunately vouchers cannot be extended or refunded.


Question: I have only part used my voucher, can I carry forward the balance

Answer: Unfortunately each voucher has a unique identity code that can only be used for one transaction.


Question: How do I redeem my voucher?

Answer: Prior booking is essential and can be achieved by contacting us on the following telephone number 01543 254270 or email: hospitality@netherstowehouse.com.