Frequently Asked Questions - Town and Country Hotels

Whether you are thinking of buying a gift voucher or have already bought one, the following information should help with any questions you might have. If you can’t find the answer you require, please do get in touch (you’ll find our contact details on the ‘Contact Us’ link).

Which delivery option should I choose?

Email – Choose this option if you wish to receive your voucher via an electronic link which will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient.

Please note, this is a system-generated email and therefore may go to the email recipient’s junk or spam email folder. Please take care when entering any email address that it is correct. If an email delivery fails, please get in touch to provide an alternative email address. If you have difficulty opening your gift voucher link please see below.

Collect – Choose this option if you wish to collect your voucher in person by presenting your receipt or collection slip.

Post – Choose this option if you wish for your voucher to be sent to yourself or direct to the recipient via Royal Mail.

Postal Options:

For orders placed before 12 noon, Monday to Friday (excluding bank holidays), the order will be dispatched the same day.

For orders placed after 12 noon, the order will be dispatched the next working day.

We use Royal Mail to deliver your order.

Please note that Postage and Packaging is not included in the gift voucher prices; supplements apply for deluxe packaging, 1st class, special and overseas deliveries (outside the United Kingdom).

UK 1st Class Delivery – standard Royal Mail UK 1st class delivery service

Please allow 5 working days for the voucher to be delivered by Royal Mail. Please note that UK first class post does not guarantee delivery within the above timescales and cannot be tracked.

UK Special Delivery – standard Royal Mail UK special delivery

This will be tracked by Royal Mail and requires a signature from the recipient.

Special Delivery guarantees receipt of the vouchers by 1pm on the next working day (not weekends) if purchased by 12 noon.

Please make sure that you (or the recipient) are available to sign for the delivery otherwise it will be returned to the sorting office for collection.

Please note that if you place an order on a Friday before 12 noon, Royal Mail will not guarantee delivery on Saturday but will guarantee delivery by Monday.

Important:

· Please allow at least 7 working days for delivery during peak postal time.

· There is no dispatch or delivery on UK bank holidays and weekends.

· Please note that delivery is by Royal Mail therefore we cannot be held responsible for any delays caused by the postal system.

International Standard – standard overseas delivery

This option should be selected for any overseas gift voucher orders.

· Please allow at least 7 to 15 working days for delivery.

Please note that International Standard does not guarantee delivery within above timescales and cannot be tracked.


International Signed For – signed for overseas delivery

As with UK Special Delivery, this is recorded and a signature required from the recipient.

· Please allow at least 5 to 7 working days for delivery.

If your item is not delivered, please allow up to 25 days after posting before you consider it lost. This is because your item may have been held in customs or may be in the process of being returned to sender if it could not be delivered for some reason.

When will the gift voucher(s) be received?

Email – Instant

Collect – Upon collection

Postal Options (estimates based on purchase by 12 noon):

UK 1st Class – up to 5 working days

UK Special Delivery – 1 working day

International Standard – up to 15 working days

International Signed For – up to 7 working days

On some occasions we may have dispatched your gift voucher order but it gets lost in the post. If you have not received your voucher 7 working days after placing the order, please contact us. We may need to cancel your original order and issue you with a new gift voucher. In this situation we would ask you to destroy the original voucher if it is eventually received, as it will no longer be valid.

How do I open my gift voucher link?

The link should open when you click on it, however you may need to copy and paste the link into your browser for it to work:

· Copy the gift voucher link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select ‘Copy’

· Open your internet browser and paste the gift voucher link into your address bar by right clicking and select ‘Paste’

· You will now be asked to enter your email address to verify that you are the recipient

· You should then enter the email address exactly as it was entered at the buying stage. Please note that if the email address is not exactly the same, it will not be possible to download your gift voucher.

· Once the correct email address has been entered, your gift voucher will appear as a PDF document (Adobe PDF Reader can be used to open this document and is available to download for free at https://get.adobe.com/uk/reader/)

· Open the PDF and then print your gift voucher

I have received an email with a link to my receipt but can’t open the link – how do I do this?

The link should open when you click on it, however you may need to copy and paste the link into your browser for it to work:

· Copy the receipt link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select ‘Copy’

· Open your internet browser and paste the receipt link into your address bar by right clicking and select ‘Paste’

· You will now be asked to enter your email address to verify that you are the purchaser of the gift voucher

· You should then enter the email address exactly as it was entered at the buying stage. Please note that if the email address is not exactly the same, it will not be possible to download your receipt.

· Once the correct email address has been entered, your gift voucher will appear as a PDF document (Adobe PDF Reader can be used to open this document and is available to download for free at https://get.adobe.com/uk/reader/)

· Open the PDF and then print your receipt

How do I book/redeem my voucher?

Please call our Reservations Team on The Bear: 01446 774 814

Coed-Y-Mwstwr: 01656 860 621

New House: 02920 520 280

The West House: 01446 792 406 to book your experience with us using your voucher. Once your booking has been confirmed, please keep your voucher in a safe place as you will need to present it in the relevant area upon arrival.

How do I cancel a gift voucher purchase to receive a refund?

If you have completed a transaction and realise that you’ve made a mistake or purchased a gift voucher(s) that you no longer want, we will be happy to refund your order and cancel your gift voucher. You must do this within 7 working days of purchasing your voucher(s), after this time all vouchers are non-refundable.

I'm attempting to purchase a gift voucher but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction.  What should I do next?

There could be several reasons why this may be happening, despite having sufficient funds in your account. Banks occasionally decline payments when they suspect unusual buying behaviour, this can be easily rectified by contacting your bank and advising them that you are trying to make an online purchase.

For further help, please contact us directly on The Bear: 01446 774 814

Coed-Y-Mwstwr: 01656 860 621

New House: 02920 520 280

The West House: 01446 792 406 or by email to enquiries@townandcountrycollective.co.uk

I've received my gift voucher but there is a spelling mistake / error on the personal message.  Can I get it amended and re-issued?

Yes, please contact us quoting your gift voucher reference number and we will make the necessary amendments and re-issue the gift voucher. The original gift voucher should then be destroyed as it will be de-activated and no longer valid.

If you are unhappy with any aspect of the presentation of your gift voucher, please contact us immediately so that we can rectify the situation.

I have received a gift voucher but I don't know who it's from.  Can you tell me who bought it for me?

Yes, occasionally the purchaser may ask for the gift vouchers to be sent to the recipient directly but forget to add who the gift is from.

We have all of the buyer’s details stored on our system so we can easily retrieve your order and tell you who purchased the gift voucher.

I've lost my gift voucher.  Can I still make a booking and redeem my experience?

Unless otherwise specified under the terms and conditions of your voucher, we should be able to retrieve your gift voucher on our system by carrying out a search using your buying details at the time of purchase so please contact us (see ‘Contact Us’ page). Alternatively, if you would like us to issue a replacement gift voucher we can cancel the original and issue a new one.

For security reasons, if you do not know the purchaser details it will not be possible for us to issue a replacement voucher, or allow you to redeem your gift experience.

I've received (or purchased) a monetary gift voucher but don't want to use it all in one transaction.  Is it possible to receive smaller denomination gift vouchers or to be given another gift voucher(s) with the remaining balance?

In most cases this is not possible, unless the gift voucher’s terms and conditions specifically allow this (or if required by law).

Are you able to provide me with a VAT receipt?

You will be offered an itemised order receipt (PDF) at confirmation stage and via email if supplied. If you require a copy or have not received your original receipt, please contact us.