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Q: How do I book my experience?
All the information you’ll need to book and take your experience, including contact details for the experience provider/s, can be found online when you activate your voucher. This can be done via - https://www.fivestardays.com.
Q: Can I exchange my voucher?
Absolutely, right up until one day before your expiry date. To process the exchange simply enter your voucher serial number and pin number into the following link https://www.fivestardays.com/MyVoucher
Remember your current expiry date will carry over onto the new voucher you exchange for. If you require an extension on your voucher this can also be done in the 'My Voucher' section of the website
If you exchange onto something that is of less value, simply use your original voucher and follow the same process as above, and it will allow you to use the remaining balance to process a second exchange.
*Vouchers purchased corporately or obtained through a competition win cannot be exchanged. Event tickets and Ritz vouchers are also exempt from exchanging.
Q: Can I extend my voucher?
Yes you can!
While government restrictions relating to the COVID-19 virus apply, we will be offering free extensions to allow all our customers to enjoy their experience when these no longer apply.
Please just visit www.fivestardays.com/myvoucher to extend online, you can extend your voucher from up to 3 months before your voucher is due to expire and up to 3 months after it has expired. We will issue with a new e-voucher for you to use which will replace your current voucher.
We are aware that a small number of customers are unable to extend online:
- If your voucher says its ‘already been redeemed’. This is likely to be because the supplier had redeemed your voucher prior to the stricter lock down measures. We encourage you to talk to the supplier directly about rebooking, if you are unable to, then please contact us with as much information as possible and we will do our best to resolve this for you.
- If your voucher says ‘it cannot be extended’ This is likely to be because we no longer have the experience available, in this instance you can exchange your voucher onto a product that can be extended. You can do this online, or feel free to get in touch and we’ll be happy to help - email@example.com.
Q: Can I have a refund?
We are happy to refund your experience voucher within 30 days of the original purchase, if your experience has not yet been booked/exchanged/extended (providing you have not purchased an event ticket). To request a refund please email us - firstname.lastname@example.org.
Q: What does the experience pack look like?
The voucher and accompanying information are presented inside a smart wallet and can be pre-printed with your personal message.
All gift packs are sent under plain cover. The pack is designed to fit through a standard letter box. Please note that some experiences do not include a gift pack (this will be clearly stated on the product page).
Q: How long will the pack take to be delivered?
- Standard and recorded delivery usually takes 3-5 working days, all orders are sent via Royal Mail. However please allow a little longer for delivery at the moment. For the latest Royal Mail updates, please visit their website.
- If you selected next day delivery, orders placed before 2pm Monday-Friday will be delivered the next working day. Orders are sent via DPD & Royal Mail.
- If you ordered an E-voucher, be sure to check your Spam and Junk folder just in case it has been diverted there.
- If you need to present your order urgently, you can print a temporary gift certificate which you can give to your recipient whilst you wait for the pack to be delivered.
Q: If I need an instant gift can I get one?
Majority of our experieces are available as intant E-voucher delivery. If you select this delivery option it gets sent to your inbox within an hour of placing the order.
If you have chosen a postal delivery but need something to gift on to the recipient before that arrives, you can print a temporary gift certificate which you can then give to the recipient whilst you wait for the pack to be delivered. Kindly note that this temporary certificate is not a voucher and cannot be redeemed for an experience.
Some of our experiences are now available by e-voucher. Orders for an e-voucher can only be placed online by you as the confirmation will be subject to your bank security clearance. Once your order has been confirmed you will receive your e-voucher by email.
Q: My order hasn’t arrived. What shall I do?
> Standard and recorded delivery usually takes 3-5 working days, all orders sent via Royal Mail. However please allow a little longer for delivery at the moment. For the latest Royal Mail updates their website.
> If you selected next day delivery, orders placed before 2pm Monday-Friday will be delivered the next working day. Orders are sent via DPD
> If you ordered your voucher an emailed E-voucher, be sure to check your Spam and Junk folder in case it has been diverted there.
> If you need to present your order urgently, you can print a temporary gift certificate which you can give to your recipient whilst you wait for the pack to be delivered.
Click to view/print a temporary gift certificate - temporary gift certificate
If it has been over the recommended amount of time, please do get in contact with us via email - email@example.com with as much information as possible.
Q: How long will I have to use my voucher?
Most of our vouchers are valid for 9 months and you must book and take your experience before your voucher expires. Some promotional products and other vouchers may have longer or shorter validity periods, but this will be clearly stated on our website.
Q: Can I combine the values of two or more vouchers?
If your voucher holds a face value to it, then yes, you can merge them together to use as one balance. If your voucher was donated, a competition win, a tangible item, corporately purchased or does not hold a face value we are unable to use it with another voucher to create a bigger balance.
Our online system cannot currently merge vouchers together, so our friendly team will need to process the merge/exchange for you. Drop us an email - firstname.lastname@example.org.
Q: I’ve lost my voucher. Can I have a replacement?
Our vouchers are valuable documents that if lost usually cannot be replaced. However if it hasn't been used or redeemed, if we are able to locate it within the system via purchaser details then we can look to see if we are able to cancel and replace. If we are, we just require the postage to be paid. If you have lost your voucher, drop us an email (email@example.com) with as many details you can of the purchase - including addresses etc, and we can see what we can do for you.
Q: I have a voucher that requires activation - what do I do?
Simply visit www.fivestardays.com/MyVoucher/ and it will provide you with the booking instrcutions and what you need to do to redeem your experience. Majority are booked directly with the suppliers of your experience, however certain vouchers may have extra steps required - but it will all be within the booking information.
Q: What happens if my booked experience is cancelled?
If your experience is cancelled by the experience provider, they will arrange to re-book you at a mutually convenient time. We strongly recommend telephoning the experience provider before you travel, to make sure that your booking will go ahead. We cannot be held liable for any costs incurred in the event of a booking being cancelled.
Once you’ve made a booking with one of our experience providers you’re bound by their terms and conditions, so please make sure that you understand their rules regarding changing or cancelling a booking (particularly at short notice).
Q: How can I give feedback on my experience?
We love to hear how our customers get on, so please take a moment to let us know how your experience went. You can leave your review on our website, which will be checked for moderation and approval before being posted live on our site.
If for any reason you are unhappy with any aspect of your experience, you should bring it to the attention of the supplier on the day so that they have the opportunity to resolve it immediately. In our experience, most queries or concerns can be quickly resolved by the supplier. If you are still unhappy, however, please write to us explaining the circumstances, along with details of who you spoke to on the day, and we will undertake to investigate it further for you - firstname.lastname@example.org.