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FAQs

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Gift Card Store Orders

Orders

How much money can I put on a gift card?
This varies by retailer.  For some gift cards and eGifts, you’re free to choose exactly how much you want to load, as long as the amount falls between the minimum and maximum values for that product. For others, you’ll need to stick to fixed denominations.  You can check the specific details by visiting the Shop Now page and clicking on the information icon against the gift card or eGift you want to order.
I am having problems ordering online. What should I do?
For help completing your order, please email us on enquiries@business.giftcardstore.co.uk or call us on 0344 381 5046.
Can I purchase gift cards and eGifts in the same order?
Yes. Gift cards and eGifts are added to separate sections of the basket to make it clear which are which.  When your order is processed, gift cards will be sent to you by post and you’ll be notified by email when your eGifts are ready to be downloaded from the Secure Downloads page of your online account.
Can I cancel an order?
Orders can only be cancelled on the same day they are placed and before we have processed them. To cancel, please email us at enquiries@business.giftcardstore.co.uk or call us on 0344 381 5046.
I ordered the wrong gift card. What can I do?
Unfortunately, we are not able to amend your order. However, you can cancel your order on the same day that it was placed as long as we haven’t yet processed it. To cancel, please email us at enquiries@business.giftcardstore.co.uk or call us on 0344 381 5046.
I put the wrong amount on a gift card. What can I do?
Unfortunately, we are not able to amend your order. However, you can cancel your order on the same day that it was placed as long as we haven’t yet processed it. To cancel, please contact us on enquiries@business.giftcardstore.co.uk or call us on 0344 381 5046.
Why have I have received a multi-retailer gift card when I ordered a single retailer gift card?
You'll see a "Powered by" tag on some of the gift cards available to order online. When you order a gift card with this icon, you will receive a multi-retailer gift card from our own Choice card range. The card you receive is accepted by the specific retailer you selected, as well as other similar brands. For example, if you select Pizza Express, you’ll see it is 'powered by Restaurant Choice' so you will receive a Restaurant Choice gift card that can be used at Pizza Express, as well as other restaurants.
How long are eGifts valid for?
When you download the eGifts from your account you will see the Expiry Date column which displays the date that the eGift code or URL must be used by. You can check the validity period for the eGift you want to order by visiting the Shop Now page and clicking on the information icon.
Can I return my order?
Once the order has been processed and gift cards have been dispatched from our warehouse or eGifts have been delivered to your account, you will not be able to return or exchange them.
Why do you need my mobile number?
To register with us you will need to provide your business mobile number. Please make sure we have the right mobile number for you so that we can securely deliver one-time passcodes to you. You may be required to authorise some of your transactions with us.
Will I receive a passcode every time I am making a transaction on the Gift Card Store for Business?
For extra security when making a transaction on the Gift Card Store for Business, depending on the details of your order, we may ask you to enter a one-time passcode which will be sent to you by SMS.

If you have an issue receiving your code, then please get in touch so we can help you to resolve it.
Gift Card Store Payment

Payment

Which methods of payment do you accept?
We accept debit and credit cards from Visa, Mastercard, Maestro or AmEx as well as payments from PayPal. We also accept payment via BACS or Credit Terms if this has been set up via our accounts team and the payment method has been agreed.
My payment is not being accepted. What can I do?
For help with payment, please email us at customercare@business.giftcardstore.co.uk or call us on 0344 381 5046.
Can I use another gift card to buy a gift card?
No, you can’t use a gift card to make a purchase on this website.
Gift Card Store Delivery

Delivery

How long will it take for my order to arrive?
For gift cards, depending on which delivery option you choose, your order will usually arrive 2-3 working days after your order is processed.  For eGifts, these are delivered to your online account, usually within 24 hours after your order is processed.  Orders placed before 3pm Monday to Friday will be processed the same working day.  Orders placed after 3pm Monday to Friday or at weekends will be processed the next working day.  For more information about our delivery methods and postage costs see “What delivery options do you offer?” on the FAQS page.
My order has not arrived. What should I do?
Please call us on 0344 381 5046 and we’ll check the status of your order.
How are my eGifts sent to me?
All the eGifts from a single order will be delivered together in a file to your online account. We will send you an email when they are ready so you can simply login and access the file from the Secure Downloads page. You’ll need to enter the one-time passcode that will be sent to your registered mobile phone number via SMS to get access. Then you can click on the file to download the eGifts to your device and distribute them as you choose.

If you do not receive the one-time passcode because the mobile phone details registered to your account are no longer correct, please Contact us via the website to update your account details.  You can check the details we hold for you on the Account Overview page of the website.
What delivery options do you offer?
The delivery method and postage cost are determined by the value of your order.

Our standard charges are shown below.

Gift card orders with a value of more than £10,000 will be split into separate packages.

We will apply postage costs for individual packages containing a value of less than £1,000.

Delivery Type Order Value Cost (Inc. VAT)
Royal Mail First Class £1 - £50 £1.50
Tracked Delivery £51 - £149 £4.96
Mandatory Signature £150 - £999 £6.95
Mandatory Signature £1,000+ £0.00
My order has not been delivered within the specific timeframes. Why not?
During peak periods, you may experience some delays with deliveries. To check the status of your order, please call us on 0344 381 5046.
Gift Card Store Restrictions

Restrictions

Are there any restrictions on how much I can order?
While your registration for a business account is waiting to be approved, you'll be limited to a maximum basket value of £1,000 per day.

Once we have successfully completed our compliance checks with your business, the maximum order value permitted each day is £50,000 and you will have access to our full range of products, including our regulated gift cards.

If you intend to order more than £12,500 of regulated products within a 6 month period, please advise us in order for us to undertake full compliance checks, otherwise you will be limited to £10,000 on your first order, and a full check will be required thereafter.

The limits apply to the business and if there are multiple user accounts ordering on behalf of the business, the order limit is the combined value of the orders placed by those users.

Please refer to the separate FAQs about regulated products for more information about those.
What is a regulated gift card?
Some of our gift cards are regulated which means they fall within the definition of electronic money as set out in the Electronic Money Regulations 2011 and which, as such, must only be issued by entities classified as an electronic money issuer by the FCA. These gift cards are subject to certain regulatory restrictions including the monetary value that can be loaded onto them individually and the total value of regulated gift cards that can be purchased within the same order.

The regulation applies to the following gift cards:

One4all
Kids' Choice
Teen Choice
Student Choice
Fashion Choice
What is meant by an “anonymous” regulated gift card?
It's a card where the identity of the cardholder has not been verified.
Why is there a load limit and £40 online redemption limit on regulated gift cards?
From Friday 10th January 2020, the fifth EU Anti-Money Laundering Directive (AMLD 5) takes effect which stems from the European Commission's 2016 Action Plan to tackle the use of the financial system for the funding of criminal activities, terrorist financing and the large scale obfuscation of funds.

You will now not be able to purchase any of our regulated gift cards with a load value of more than £100-120 per card in readiness of this directive. Card recipients will not be able to redeem more than £40 online of a regulated gift card in a single transaction. To spend the full £120 on a card online, recipients will need to make multiple transactions. This limit does not impact instore transactions.

This restriction applies to the following gift cards:

One4all
Kids' Choice
Teen Choice
Student Choice
Fashion Choice
How long are eGift download files available for?
For security, the eGift file has an initial validity period of 90 days.  If you don’t attempt to download the file during that time, it will disappear from your account when that period ends. We will send you a reminder 2 days before that date, only if you haven’t already downloaded the file. After that date you will need to contact us to request that the file is put back into your account. eGift files are active for 6 months in total and will then be deleted from our systems.

Still need help?

Can’t find what you’re looking for here?

If the answer isn’t in our FAQs, get in touch via the contact us page.