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FAQ

Whether you are thinking of buying a gift voucher or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us.

FAQ

Which hotels can the gift cards be used for?

Monetary gift vouchers can only be redeemed for all 27 QHotels.

Which delivery option should I choose?

For orders placed on a working day (Monday - Friday, excluding bank holidays) before 12 noon, the order will be despatched the same day. For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day. We use Royal Mail to deliver your order.

Please note our Gift Cards are only posted to customers within the UK.

The following mailing options are available to customers ordering from the UK:

  • UK 1st class delivery - standard Royal Mail UK 1st class delivery service. Please then allow 2 working days for the voucher to be delivered by Royal Mail. QHotels do not take responsibility for this delivery service.
  • 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). 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. QHotels do not take responsibility for this delivery service.
  • Email - An automatic email with a gift voucher link will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient. N.B. This is a system generated email and therefore may go to the email recipient's junk or spam email folder. Please also take care when entering email address that it is correct. If an email delivery fails we will attempt to contact you to advise that the email has been returned to us 'undelivered' and will try to get another email address. If you have difficulty opening your gift voucher link please see below.

Important:

  • Please allow seven days for delivery during peak postal time.
  • There is no dispatch or delivery on UK bank holidays and weekend.
  • Please note that delivery is by Royal Mail therefore we cannot be held responsible for delays caused by the postal system.

 

How do I open my gift voucher link?

The link should open when you left click on it, however you may need to copy and paste the link.

  1. 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'.
  2. Open your internet browser and paste the gift voucher link into your address bar by right clicking and select 'Paste'.
  3. You will now be asked to enter your email address to verify that you are the recipient.
  4. You should enter the email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the gift voucher page.
  5. Once the correct email address has been entered, your gift voucher should now appear on your screen.
  6. Print the gift voucher.

I have received an email with a link to my receipt but cannot open the link, how do I open my receipt link?

The link should open when you left click on it, however you may need to copy and paste the link:

  1. Copy the receipt link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select 'Copy'.
  2. Open your internet browser and paste the receipt link into your address bar by right clicking and select 'Paste'.
  3. You will now be asked to enter your email address to verify that you are the buyer of the gift voucher.  You should enter your email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the receipt page.
  4. Once the correct email address has been entered, your receipt should now appear on your screen.
  5. Print the receipt.

When will the gift voucher(s) be received?

Once your order has been processed by us (for orders placed on a working day (Monday - Friday excluding Bank Holidays before 12 noon, the order will be dispatched the same day. For orders placed on a working day after 12 noon, the voucher will be dispatched the next working day), we then rely on Royal Mail to deliver the gift voucher. Order stage to delivery can take between 1 - 6 days depending on when the gift voucher order is processed and the delivery method selected. Please see 'What delivery option should I choose?' (above) for more information on delivery options.

Please Track Your Order if you would like to check the progress of your order.

On some occasions we have dispatched your gift voucher order but it gets lost in the post.  If you have not received your order 3 -4 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 cancel a gift voucher purchase?

You can cancel your order at any point by selecting the 'Cancel Order' button; however if you have completed the transaction and realise that you've made a mistake or purchased a gift voucher(s) that you no longer want, SK Chase will be happy to refund your card (provided the transaction has taken place within the last 7 days and subject to the individual hotel's terms and conditions) and cancel the gift voucher order. Please note, One Big Deal voucher terms and conditions are held separately. You can find the terms and conditions on your One Big Deal voucher.

Please contact us to arrange this.

How do I order more than 1 gift voucher?

Simply 'Add to Order' as many gift vouchers as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Remove' button.

If you would like to purchase more than 1 of the same type of gift voucher simply enter the amount of gift vouchers you would like to buy in the 'Quantity' box, for example, if you would like to purchase 10 Afternoon Tea gift vouchers, select the Afternoon Tea gift voucher and then enter 10 in the Quantity box and click on 'Update'.

You can select different delivery addresses, recipients and personal messages for each of the vouchers in your order.  Please follow the on-screen instructions.

My gift voucher is about to expire and I haven't used it yet. Will I be able to extend the validity of my gift voucher?

It may be possible for us to extend the validity of your gift voucher, however we cannot guarantee this.  Please contact us (the hotel) directly to check if we can offer an extension.

See 'Contact Us' page for our contact details.

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 there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.

Please contact SK Chase directly for further help on enquiries@skchase.com.

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 directly 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 no longer be valid.

If you are unhappy with any aspect of the presentation of your gift voucher please contact us immediately so that we 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 person buying the gift voucher 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 buyers 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 / 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 name search so please contact us. (See 'Contact Us' page)

Alternatively if you would like another gift voucher issued we can cancel the original and issue another one.

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?

All gift vouchers do state that no change will be given however it may be possible for us to re-process the order in smaller denominations so that you can redeem the smaller value vouchers on several occasions rather than one voucher on one occasion.

Alternatively we may be able to give you change back in gift voucher form.

Are you able to provide me with a VAT receipt?

No, I'm afraid that SK Chase cannot supply a VAT receipt nor a VAT invoice. VAT receipts can only be issued by the hotel, as you have purchased one of their gift vouchers, and not an SK Chase voucher.

If you require a VAT receipt please contact the hotel directly.

When does my voucher expire?

All monetary gift vouchers are valid for 12 months and all experience vouchers are valid for 6 months unless otherwise stated.

Perfect Mother's Day Gift Vouchers

Spoil your Mum with a gift voucher for QHotels this Mother's Day

Gift vouchers are available from £10 and can be redeemed at 26 hotels throughout the UK on a selection of experiences. Would your Mum cherish a day of pampering at one of our 24 spas? Perhaps she'd love to play one of our 9 championship golf courses? Or would you both enjoy some special time together with an overnight break or evening meal at one of 26 QHotels?

Order your QHotels gift card before Thursday 25th February and select next day delivery to ensure you receive your gift in time to surprise your Mum this Mother's Day.

Order online

Mr Cooper's House & Garden Restaurant

Combining modern touches with the history and heritage of Mr Cooper himself, whose house and famous gardens sat on the site back in 1819, Mr Cooper's House & Garden is set to offer a multitude of different dining settings under one roof.  Give someone a fantastic gift and purchase a gift card for Mr Cooper's House & Garden Restaurant by following the link below. A pre-paid gift card will be on its way to you or can be sent directly to the recipient. Gift cards can also be purchased in the restaurant.

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The French by Simon Rogan, The Midland

The critically acclaimed The French offers one of the finest dining experiences in the UK. While the restaurant is steeped in history the menu offers modern British food that delivers consistently excellent flavours by using the best seasonal produce and the very latest technological advances. The French offers outstanding levels of service, warmth and style that in turn, create a relaxed and friendly atmosphere. Purchase a gift card for The French By Simon Rogan and treat friends and family to an extraordinary dining experience. Gift cards can be purchased as full or part payment towards our 6 or 10 Course Tasting Menus or our Lunch Packages. 

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The Spa At The Midland

Spoil a loved one with a gift voucher for The Spa at the Midland. Manchester's first luxurious spa has specially tailored packages dedicated to helping guests relax, unwind and experience innovative treatments. Gift vouchers can be purchased as full or part payment towards any Spa At The Midland Treatment, Spa Ritual, Day Spa Package or Spa Break. 

Order a gift card online today!

Order online