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 email voucher?
Answer: Your voucher will arrive by email as a PDF attachment, please open the PDF attachment and print, the quality of the print finish will be determined by the print specification of your printer.
Question: What delivery and postal options do I have?
Answer:
- Gift vouchers can be emailed free of charge.
- Can be mailed 1st class in an A5 branded envelope £5.45
- Can be mailed 1st class in a gift voucher box £8.45
Question: Can I have a VAT receipt for my purchase
Answer: You will receive a VAT receipt a part of your order confirmation, if you need something more specific, please contact us.
Question: I’ve received my voucher and there is a mistake on it. Can it be amended?
Answer: Yes please do contact us, we can amend and re-issue a voucher if necessary.
Question: I’ve lost my voucher, can I still make a booking?
Answer: We are sorry, but vouchers cannot be replaced if they are lost or misplaced.
Question: Can I extend or refund my voucher?
Answer: Unfortunately vouchers cannot be refunded if you are experiencing extenuating circumstances, we can extend a voucher, again this is solely at the discretion of the manager.
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: My voucher expired during the 2020 COVID-19 lockdown. Can it be extended?
Answer: Vouchers which expired in April, May or June 2020 will be extended until the end of October 2020. This extension will not automatically happen, you MUST contact us on 01493 842000 as soon as you realise that this is an issue.
Question: How do I redeem my voucher?
Answer: Prior booking is essential and you must mention your voucher when you call. Please telephone us on 01493 842000 or email reservations@imperialhotel.co.uk