Flex-e-card FAQs

Here are a number of frequently asked questions about how Gift Cards work. If you have any other questions which aren’t answered here, please feel free to contact us using the details on the Contact Flex-e-card page.

 

Do Gift Cards ordered online have to be posted out or can they be collected in the centre?

Flex-e-card's click and collect service allows you to purchase gift cards online and collect them in the chosen shopping centre. You can collect your card(s) from the centre at your convenience (please allow 24 hours from the time of your order before collection). The purchased gift card must be collected within twelve months of the purchase date. The gift card will be valid for twelve months from the date of collection at the chosen shopping centre. Please note not all shopping centres offer this service and a maximum load/basket value applies.

How long will my delivery take to arrive?

Flex-e-card offers a range of shipping options that you can select depending on the urgency, value, and number of gift cards in your order. For orders placed before 11am we will aim to ship on the same day, however please note during busy periods dispatch times may be longer. Delivery option information can be found at https://www.flex-e-card.com/information/delivery-options

Does the winter weather delay order processing?

At times packages may be delayed during adverse weather conditions. 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. 

How Much Can I put on a Gift Card?

A gift card must be loaded with a minimum value of £5. The maximum value which you can load on to a gift card is £1,000. You may be asked to provide identification for high value purchases.

Can I “top up” my card?

Gift Cards are single load only, they cannot be topped up or reloaded. 

Where can I spend my Gift Card?

If you are in possession of an Intu gift card and your gift card was purchased:

  • Before 1 October 2018, you can spend the associated balance via participating retailers in any of Intu’s shopping centres situated throughout the UK; or
  • On or after 1 October 2018, you can spend the associated balance via participating retailers within the specific shopping centre whose name appears on the gift card;

If you are in possession of a gift card which is not affiliated with Intu, you can spend the associated balance via participating retailers within the specific shopping centre whose name appears on the gift card.

Do I need to activate my Gift Card?

Only cards purchased online need to be activated. Gift cards can be activated:

  • Calling 0844 77 44 277, (local call rates may apply);

You will be asked to provide the six digit activation code provided to you at the time that you placed your order online. 

How can I check the balance on my card?

You can check your gift card balance by:

  • Calling 0844 77 44 277, (local call rates may apply);
  • Visiting the customer service desk in your chosen shopping centre;

How can I check when my Gift Card expires?

You can check your gift card expiry date by:

  • Referring to the receipt which was provided to the purchaser at the point of sale;
  • Calling 0844 77 44 277, (local call rates may apply);
  • Visiting the customer service desk in your chosen shopping centre;

Can I use my Gift Card for transactions on the internet?

No; the gift card is not permitted to be spent online. The gift card is also not permitted to be used for ongoing contractual payments, financial services, (including the purchase of foreign currency) or gambling.

I have had a refund on my card, how long will it take to be applied to my Gift Card balance?

Most refunds take 2-3 business days to be applied to the balance of the gift card but can in some cases take longer.

My card has expired - what should I do?

If your gift card has 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; alternatively they can be found by clicking here and selecting the name of the relevant shopping centre from the drop down list. If you believe that there are exceptional circumstances which have prevented you spending the card during its validity period please contact Flex-e-card in writing at 2 St. James’ Gate, Newcastle upon Tyne, NE1 4BE, United Kingdom or by email to customer.service@flex-e-card.com with the subject "Expired Card Enquiry". 

When contacting Flex-e-card in connection with an expired gift card, please provide full details of the circumstances, the relevant 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. You may be asked to provide identification in support of your enquiry, for the purpose of financial crime prevention.
*Terms and conditions are available on request from the customer service desk in the issuing centre or by contacting Flex-e-card using the aforementioned contact details.

How do I complain?

To make a complaint please contact our customer services team by telephone on 0844 77 44 277, by email to customer.service@flex-e-card.com or in writing to Flex-e-card, Ground Floor, 2 St. James’ Gate, Newcastle upon Tyne, NE1 4BE, United Kingdom. Our customer services team are available between the hours of 9AM – 10PM Mondays to Saturdays and 10AM to 6PM on Sundays. If a complaint cannot be resolved immediately, we will aim to provide a resolution to the matter within 15 working days of receipt of the complaint.

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If no text appears on this page our fair processing notice can be requested via privacy@flex-e-card.com.