Frequently Asked Questions

Question: I’m experiencing difficulties placing an on line 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 e mail voucher?

Answer: Your voucher will arrive by e mail as a PDF attachment, please open the PDF attachment and print, the quality of the print finish will be determined by the spec 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 £3.95
  • Can be mailed 1st class in a gift voucher box £7.50

Question: Can I have a VAT receipt for my purchase

Answer: We do not supply VAT receipts on voucher sales, however VAT receipts can be issued on the redemption of the voucher


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 neccesary.


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: Vouchers cannot be extended or refunded.


Question: I have only part used my voucher, can I carry forward the balance?

Answer: Unfortunately not, 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