Frequently asked questions | Voucher Express

Birthday GiftsDigital VEX Gift CardVEX EatsChristmas GiftsWhat is the VEX Gift Card?VEX HomeVEX Gift Card BenefitsGifts For HerVEX IrelandVEX Gift Card RedeemGifts For HimGifts for KidsAbout usThank You Gifts

FAQs

Gift Cards

My order

Delivery

VEX Gift Card

Billing

My Account

What types of gift cards do you offer?

We offer both Digital Gift Cards and Physical Gift Cards for a wide range of retailers, brands, and experiences. To view our full range click here.

How do I place an order?

Ordering your gift card couldn’t be easier. Simply find the gift cards you need, add them to your basket, make payment and then we’ll do the rest!

Do gift cards expire?

Gift card expiration dates depend on the retailer. Some cards may have an expiry date, while others may not. Be sure to read the specific terms and conditions of each card.

Can I buy gift cards in bulk?

Yes, we offer bulk delivery options for businesses. Please visit our corporate website at corporate.voucherexpress.com or contact our customer support team for more information.

Where can the gift cards be spent?

Gift cards are sold for either specific stores, e.g. Marks & Spencer, or for a multitude of different shops, e.g. Love2shop which can be spent in a wide range of different outlets. You can use our search bar to look for a specific shop or retailer.

What’s the difference between a physical & digital gift card?

Physical gift cards are a tangible product that is delivered by post. All physical gift card orders are sent in one of our free gift wallets and can include your gift message. Digital gift cards are sent securely either instantly or on a date and time of your choosing, via email. Send to your chosen recipient or receive it directly to your own inbox so you can print or send it on yourself. Digital gift cards can include a personal message and photo.

Can I choose different types of vouchers on the same order?

Yes you can. Add your chosen gift cards to your basket and then make payment. The only restriction is that the overall value of the order cannot exceed £500.

What should I do if my gift card is lost or stolen?

Voucher Express cannot be held responsible for lost, stolen or damaged gift cards following delivery to the recipient. Gift cards will NOT be replaced or refunded if lost, stolen or damaged. Please treat your gift cards like cash

How do I check my gift card balance?

You’ll need to check the retailers FAQs on how to balance check their gift cards. For most retailers you can check your gift card balance online by visiting the retailer’s website. To check the balance of your VEX Gift Card please visit redeem.vexgiftcards.comand input your VEX Gift Card number & PIN.

What if I have made a mistake on my order?

If you have made a mistake please call our helpline on 0371 384 5931, Monday to Friday 9am - 5pm, quoting your order reference number. We will do our utmost to try and make any necessary changes.

How do I update the recipient email address on an order I've placed?

If you need to change the email address of the recipient for a digital gift card order, you can do so by clicking the link on your confirmation email. If the eGift card has not been collected by your recipient, you will be able to amend the email address yourself. Alternatively, you can contact our Customer Service team.

Can I return or exchange my Gift Card?

Gift Cards are non-refundable and cannot be exchanged. However, if you received a damaged or faulty card, please contact our customer service team within 30 days for assistance. Please note: If you have ordered a Digital Gift Card, once your recipient has downloaded their eGift you will no longer be able to cancel your order.

How will I know if my order is placed and being processed?

As soon as you place your order you will receive an order number on screen, as well as a confirmation email with your order details. For Physical orders you will receive a further email informing you that your gift card order has been despatched to your chosen recipient. Please note: The delivery address in this second email will be displayed in a shortened format - please be advised that your order will be sent to the full address you provided us with. For Digital orders we will send you confirmation when your recipient has been sent their eGift and when they have downloaded their eGift card.

Why has my order been cancelled?

Gift Vouchers & Gift Cards are just like cash and we undertake rigorous checks to help reduce incidents of fraud. On some occasions we may be unable to proceed with an order. In this case you will be informed by email. If you feel that your order has been 'failed' unjustly, please place another order on our website using a different form of payment. Please be aware that we reserve the right not to discuss the reasons why an order might be 'failed'.

Why can't I access my Voucher Express account?

Voucher Express accounts are temporarily unavailable and cannot be accessed or used at this time. The account feature will be returning in the future, but not straight away. When it does return, customers will need to create a new account, as existing accounts will not be carried over. Vouchers will not be affected and can still be purchased and used without an account.

Do I have to have an account to place an order?

No, if you’d prefer not to set up an account with us, simply checkout as guest when placing your order. Want to know more about what benefits you get with a Voucher Express account, click here.

How do I receive a digital gift card?

Once you complete your purchase, a digital gift card will be emailed to your chosen email address. The email contains a link to collect the gift card, simply click this and follow the onscreen instructions to access the eGift card.

Can I send a digital gift card directly to someone else?

Yes! During checkout, you can enter the recipient’s email address and personalise the message. The digital gift card will be sent directly to their inbox.

What is 2FA delivery?

You can send a digital gift card even more securely by using our 2FA (two-factor authentication) tool. By adding your recipient's mobile number for delivery, they will be sent a 2FA code when they come to collect their eGift card.

How are Physical Gift Cards delivered?

Physical Gift Cards are sent via standard post to the address you provide. Shipping times vary depending on your location, but typically it will take 3-5 business days for delivery. Expedited shipping options are also available at checkout.

How long does delivery take?

For Digital Gift Cards, delivery is immediate after purchase*, or on your chosen date and time. For Physical Gift Cards, standard shipping usually takes 3-5 business days, while expedited shipping is available for faster delivery. *Please note that some orders may take a little longer to come through.

Can I track my order?

Yes! Once your Physical Gift Card is shipped, you’ll receive a tracking number via email so you can track the delivery status. On digital orders, you’ll receive confirmation when we have sent your eGift card. If you have an account, you can view the status of your orders in the ‘My Account’ area.

What is the VEX Gift Card?

The VEX Gift Card is a flexible, multi-brand gift card that makes everything quick and easy, feels personal, offers a wider range of options and is guaranteed to suit everyone. It can be exchanged for over 150 top-brand retail gift cards, find out more here.

Does the VEX Gift Card have an expiry date?

Yes, VEX Gift Cards have a generous 3-year expiry, which provides peace of mind in knowing that there is no rush to redeem your gift.

Can I buy a VEX Gift Card over the value of £500?

Yes, you can! But you will need to call our team to process this via 0371 200 1254. The Customer Service team are available Monday – Friday 9am to 5pm and Saturdays, 9am – 12.30pm

Can I spend the VEX Gift Card directly with a retailer?

No, you must redeem your VEX Gift Card at redeem.vexgiftcards.com. It’s simple to do and you don’t need to create an account, learn more here.

How do I use my VEX Gift Card?

It’s as simple as 1, 2, 3… 1. Visit redeem.vexgiftcards.com and enter your gift card number & PIN 2. Select your favourite brands (you can choose as many gift cards as you’d like, you’re not restricted to one brand) 3. We’ll either email or post your chosen gift card(s) for you to enjoy! Learn more here.

Do I have to spend the full value of my VEX Gift Card all at once?

No, you can spend as much or as little of your VEX Gift Card as you want. You can add your VEX Gift Card to your Apple or Google wallet for safe keeping, just make sure to spend it before the 3-year expiry date.

Why can't I find the retail gift card I want?

The VEX Gift Card can be redeemed for over 150 top-brand gift cards. Occasionally we may need to remove a brand, either temporarily or permanently, but we’re confident you’ll be able to find a brand you love.

I've redeemed my VEX Gift Card but haven't received my order. What do I do?

If you haven’t received an eGift card, please check your spam or junk folder first, just in case we’ve been incorrectly filtered into here! If you still haven’t received your eGift, please contact our Customer Service team at info@vexgiftcards.com and provide your order number if you have this.

If you haven’t received your physical gift card, please allow up to 5 working days from the point you redeemed your VEX Gift Card. If it still hasn’t arrived, please contact our Customer Service team at info@vexgiftcards.com and provide the order number if you have this.

Are there any fees for redeeming my VEX Gift Card?

No, we don’t charge you to redeem your VEX Gift Card!

Can I redeem my VEX Gift Card for more than one brand?

Yes! You can exchange your VEX Gift Card for as many retailers as you wish, you can even redeem more than the value of your VEX Gift Card and just pay the difference. You can order a mixture of physical and digital products if you want, too.

How can I check the balance of my VEX Gift Card?

You can easily check the balance of your VEX Gift Card by visiting our redemption site, redeem.vexgiftcards.com. Just input your VEX Gift Card number & PIN.

Are there any fees associated with placing an order?

Physical gift card orders are shipped securely and are subject to a delivery fee. Find out more about our delivery fees here. Digital gift cards can be sent free of charge. Send instantly or choose a date and time you want your lucky recipient to receive their gift card.

How secure is my payment information?

Your privacy and security are our top priority. We use the latest SSL encryption technology to ensure that all your personal and payment information is protected during transactions.

What should I do if I’m charged incorrectly

If you believe there has been an error with your billing or payment, please contact our customer service team immediately with the details of the issue. We will investigate and resolve the matter promptly.

What payment methods do you accept?

We accept all major credit and debit cards, as well as Apple Pay and GooglePay. On physical orders we also accept PayPal. You’ll be able to select your preferred payment method at checkout.

What will appear on my credit card statement?

Your credit card statement will read 'Voucher Express' and the charge will be in UK Sterling and converted to your own currency if necessary.

Do I need an account to purchase gift cards?

No, you can check out as a guest. However, creating an account with us will allow you to track orders, store gift card balances, and make future purchases faster.

How do I create an account?

To create an account, simply click the "Sign Up" button on our homepage and follow the prompts to enter your details. You’ll have full access to your account once registered.

How can I update my account information?

To update your personal information, log in to your account and navigate to the "Account Settings" page, where you can edit your contact details, password, and other preferences.

How can I reset my password?

If you’ve forgotten your password, simply click "Forgot Password" on the login page. You’ll receive an email with instructions on how to reset your password.

How can I contact customer support?

If you have any questions or issues, our customer support team is here to help! You can reach us via email at info@voucherexpress.co.uk or by calling 0371 384 5931. We aim to respond to all inquiries within 24 hours.