Frequently Asked Questions
If you have a question about Kiss Chase or any of our gift vouchers, please have a look at the following list of Frequently Asked Questions - we might be able to help you!
If you don't find the answer you're looking for, please just drop us an email at enquiries@kisschasegifts.com, or give us a ring on 0870 609 4513 where we'd be delighted to hear from you.
How do I redeem my gift voucher?
Which delivery option should I choose?
When will I receive my gift vouchers?
I have ordered several gift vouchers, but have only received one...
I have ordered several gift vouchers but have only received one presentation box...
Can I cancel my order?
I've made a mistake on my order, can I have a refund?
How do I order more than one gift voucher?
I have received a "failed transaction" error at the end of checkout. What's going on?
Can I get a VAT receipt?
I have received an email voucher but can't access the link...
I have received an email receipt but can't access the link...
How do I redeem my gift voucher?
If you're lucky enough to have received one of our gorgeous hotel gift vouchers, there will be instructions printed on the gift voucher on how to redeem it. You should check these and call or email the reservation contact details you find there.
If you've received a Kiss Chase or SK Chase gift voucher then you're in luck! Have a look at Kiss Chase and choose which experience you'd like to use your voucher for. Then just give us a call on 0870 609 4513 and we'll arrange for it to be sent to you - easy as that!
Please note that Kiss Chase or SK Chase vouchers can't be redeemed directly at the hotel - only with us, thanks.
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Which delivery option should I choose?
We will always process gift voucher orders within 48 hours of the orders being placed. We can then use several different delivery methods to get your vouchers to you for when you need them.
For more information on each delivery type, click on its link below:
UK First Class Post
UK Special Delivery
Airmail
Courier
International Signed-For
Email
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When will I receive my gift vouchers?
This will depend on which delivery method you've chosen (see which delivery option should I choose?) However as a rough guide we would advise you to expect the following:
UK First Class Post - should be received within 3-4 working days of the order being placed.
UK Special Delivery - should be received within 3 working days of the order being placed.
Airmail - should be received within 5-7 working days of the order being placed.
International Signed-For - should be received within 4-5 working days of the order being placed.
Email - these are sent automatically by our system at the end of checkout, so should be received the same day as the order is placed.
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I have ordered several gift vouchers, but have only received one...
If you have ordered several vouchers at the same time these will be sent separately - that's because they all come in their own lovely presentation box or wallet and we don't want to just pile them in to the same bag in case they get damaged.
However, this does mean that they will arrive separately and there's sometimes the chance that one or other will go missing in the post. If there's a significant delay between vouchers, just give us a ring on 0870 609 4513 or email enquiries@kisschasegifts.com and we'll check up on the order for you.
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I have ordered several gift vouchers, but have only received one presentation box...
If you would like another presentation box or wallet sent to you, please just give us a ring on 0870 609 4513 or send us an email at enquiries@kisschasegifts.com and we will be happy to send one out to you.
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Can I cancel my order?
You can cancel your order at any point during checkout by clicking on the "Cancel Order" button. However, if you have completed your order and realise you've made a mistake or ordered the wrong voucher, please get in touch on 0870 609 4513 or enquiries@kisschasegifts.com within 7 days of placing the order and we will be able to cancel it and provide you with a refund.
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I've made a mistake on my order, can I have a refund?
Absolutely! If you have made a mistake in your order and find you need a refund, please contact us on 0870 609 4513 or enquiries@kisschasegifts.com within 7 days of placing your order and we'll provide you with a refund.
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How do I order more than one gift voucher?
If you've got a gift voucher in your shopping cart that you want to buy several of, you can do this by changing the number in the "Quantity" box on the "Your Order" page and clicking on the "Update" button.
If it's a different voucher that you want to add to your trolley, simply click on the "Continue Shopping" button on the "Your Order" page and look for more lovely presents!
You can remove gift vouchers from your shopping trolley on the "Your Order" page by clicking on the "Remove" button beside the item you want to get rid of.
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I have received a "failed transaction" error at the end of checkout. What's going on?
If the transaction has failed, then there's likely to have been a communication error between our system and your bank account, so your card won't have been charged.
If this happens, you should receive a message asking if you want somebody from Kiss Chase to call you and complete the order manually - all you have to do is fill in the form and wait for us to call, which we will do as soon as we possibly can.
If you've got any questions at all about the transaction or its status, please give us a call on 0870 609 4513 or email us at enquiries@kisschasegifts.com and we will have a look at it for you.
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Can I get a VAT receipt?
Kiss Chase is not able to provide you with a VAT receipt. However when you go for your gift experience, the hotel should be able to give you a VAT receipt when they accept the gift voucher as payment from you.
Under legislation from HM Revenue and Customs, VAT does not become payable on gift vouchers until they are redeemed, therefore it would be illegal to issue a VAT invoice before that time.
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I have received an email voucher but can't access the link...
If the link doesn't open when you click on it, try copying the link text and pasting it into a new browser window - that should sort the problem.
Once you've managed to access the link, the system will ask you to enter your email address as a security measure before it will download your gift voucher. At this stage you'll need to enter the email address you used when you bought the gift voucher.
Please note that the system is case-sensitive at the moment, so if you entered your email address all in capital letters during checkout, you'll need to enter it all in capitals to see your gift voucher.
If you're still having trouble getting into your email gift voucher, please give us a phone on 0870 609 4513 or email us at enquiries@kisschasegifts.com and we'll give you a hand.
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I have received an email receipt but can't access the link...
If the link doesn't open when you click on it, try copying the link text and pasting it into a new browser window - that should sort the problem.
Once you've managed to access the link, the system will ask you to enter your email address as a security measure before it will download your gift voucher receipt. At this stage you'll need to enter the email address you used when you bought the gift voucher.
Please note that the system is case-sensitive at the moment, so if you entered your email address all in capital letters during checkout, you'll need to enter it all in capitals to see your receipt.
If you're still having trouble getting into your email receipt, please give us a phone on 0870 609 4513 or email us at enquiries@kisschasegifts.com and we'll give you a hand.
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