Luckily our order processing centre is staffed by people who are resistant to the elements. However deliveries are undertaken by Royal Mail who may face difficulties in extreme weather conditions. Please be patient if you have placed an order, we have done our job and are relying on Royal Mail to deliver. If you are in any doubt please call our customer services team who will be happy to give you an update on the status of your order.

Only cards purchased online need to be activated. Gift Cards can be activated by using a touchtone phone on 0844 774 4277, choosing option 2 and following the activation instructions. You can also activate your card by going to https://www.flex-e-card.com/Shop/Balance.aspx and inputting your card number. For each of these options you will need to use the 6 digit activation number sent to your registered email address at time of order completion. You can also log into your account at http://www.flex-e-card.com/Shop/Account.aspx and activate your cards directly from there.

There are a number of different ways you can check the balance on a card: though this site at https://www.flex-e-card.com/Shop/Balance.aspx; via touchtone phone using option 1 on 0844 774 4277 (local rates apply from BT landlines) or option 6 on 020 7702 2600; or by going to the information desks and/or kiosks at the issuing centre.

The expiry date of the funds on the Gift Card can be found on the recipient receipt given with the card at time of purchase. It can also be confirmed by going to the information desks and/or kiosks at the issuing centre, or by calling our customer support line on 0844 774 4277 (local rates apply from BT landlines) and talking to a customer service representative.

Most refunds take 2-3 business days to be applied to the balance of the Gift Card, depending on the retailers banking system, but can in some cases take longer. We regret that we have no influence over the speed of retailers banking systems.

No. the Gift Card is only designed for face to face transactions in retailers.

Please contact the local centre directly for acceptance details of specific retailers. Additionally, the Gift Card cannot be used for ongoing contract payments, financial services, and some other FSA regulated transactions.

Gift Cards are single load only, they cannot be topped up or reloaded. However, you can use your gift card in the full or partial purchase of a new Gift Card.

For web orders, our minimum load per card is £10. For cards bought in person, the minimum load is £5. The maximum load on a single card when bought in person is £1000. ID will be required for large values of transactions and your details may be checked against national databases.

Most retailers will be able to process multiple cards in single transactions. However, we can combine multiple Gift Cards into one card at the issuing centre if they have manned gift card tills at their information desks. There is a small charge (£1 for the first two cards and 20p per card thereafter) and some centres may have an issue fee for the new card.

You can exchange the card at the centre for a new one which will have a validity of 1 year from issue date. An issue fee may be applicable at some sites. If you are unable to go to the centre before the card expires, please contact our customer service team where we will discuss further options with you.

If the funds on your card have expired please first review the terms and conditions given to the purchaser at the time of purchase*. You may review a copy of the terms and conditions by requesting them from the information desk or management staff of the issuing centre; alternately they can be found by clicking here and selecting the name of the Gift Card Shopping Centre from the drop down list.

If you believe that there are exceptional circumstances which have prevented you spending the card during its valid period please contact Flex-e-vouchers Limited in writing at the address here or by email to support@flex-e-vouchers.com with the subject "Expired card enquiry". Please provide full details of the circumstances, the card number, a return postal address, and wherever possible a photocopy or scan of the face and rear of the card. If you do not include copies of the face and rear of the card you may be asked to supply them before we can advance your enquiry. We will deal with all enquiries on a case by case basis. We cannot accept enquiries about expired cards other than in writing by post or email or by Fax**.

When writing please include as much detail about the original purchase, along with as much documentation received as possible and the circumstances which led to you not being able to use the card in the validity period, as this will enable us to process your enquiry to the highest standard. If you did not receive the original recipient receipt which clearly states the load and expiry terms of the card, we may be required to contact the original purchaser to enquire why this information was not passed on to you and may have to request statements from original purchasers and / or issuing centre if there is dispute over the transmission of information between parties. We will always seek to obtain permission from the cardholder before contacting the purchaser, and if permission is not given we may not be able to advance the enquiry. If it is found that the original purchaser has been grossly negligent in their responsibilities in transmitting the required information to you, Flex-e-vouchers will provide statements to aid you in any pursuit of funds, but will not be able to provide any form of compensation. Flex-e-vouchers Limited or its partners and associates cannot be held responsible if the terms and conditions of the card given to the purchaser at the point of purchase are not passed on by the original purchaser to the end card holder. Please note (if you are not the original purchaser of the card) that we are entitled to ask for confirmation of statements made about circumstances of the original purchase with the original purchaser of the card itself, and we may deem it necessary to obtain further proof of purchase or ownership before proceeding with any enquiry, though this may be waived in certain circumstances. We will always seek to obtain permission from the cardholder before contacting the purchaser, and if permission is not given we may not be able to advance the enquiry.

In order to comply with anti-money laundering regulations issued by the FSA and also to detect fraudulent claims, it may also be deemed necessary in some circumstances for you to provide an appropriate form of ID which may be checked against national databases. You will be advised of this during the investigation if this is considered necessary.

We aim to treat all enquiries as fairly as possible and within a reasonable time after a full investigation, and we aim to provide an answer within 15 working days of receipt of your enquiry if the investigation is simple, however this should not be taken as a guarantee of resolution within this time.
If you are able to provide copies of any other documentation or details of extenuating circumstances, these will aid our investigations and any subsequent decision.

* Copies of Ts&Cs have always been availiable by request from information desks or managment in the issuing centre, or by using the contact details printed on the back of all giftcards . ** If you believe you have a unique situation which prevents you from submitting your enquiry via these methods, please call our support line to discuss options with one of our customer support staff.
 

If your complaint is about an expired card balance, please review the procedure above. For all other complaints, please contact our customer support team by telephone on 0844 774 4277, by email to support@flex-e-vouchers.com or by writing to the address above. Please note that Flex-e-vouchers and / or its agents cannot guarantee resolution of issues that are deemed to be the responsibilities of third parties, but we will always endeavour to provide as much information and assistance as we are able to (within the context of regulatory requirements). If a complaint cannot be resolved immediately, we will aim to provide an answer and/or resolution to the matter within 15 working days of receipt of the complaint.