Frequently Asked Questions

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Registration and Your Online Account

Why do I need to register to shop?

Registering with us helps speed up the ordering process for you and allows you to keep track of your orders and refunds online.

By registering, will I automatically receive marketing emails from you?

No, not unless you sign up to our newsletter.

If you do sign up, you can ask to be taken off our mailing list at any time.

By registering, will you pass my details on to any other companies?

No, we will not pass your details on to other companies.

What do I do if I have forgotten my password or my password does not work?

If you've forgotten your password we'll need to reset it for you. Simply follow the Forgotten Password instructions, or click here to change it. For security reasons, we cannot send you your password via email. Once you have requested a new password you must allow up to 30 minutes to receive this via email. If your new password does not work please click here to contact Customer Services for assistance.

Do I need to create a new user name to use the new sites?

No – your user name and password will stay the same for your new website. However, unfortunately you will not be able to see your order history for any orders made previously on the UK site on the new Eurozone and US websites. You can still login and view this on the UK site.

How do I create an account?

Creating a Wallis account means that you can easily shop with Wallis.co.uk. To create yours now simply click here and follow the new customer instructions to create your account.

What is your online security policy?

We want to make sure that you're safe and secure when you're shopping with us online. As part of our commitment to this, we perform random checks on orders and this means that you may need to prove your identity. Customers will be contacted by phone or email and will have 24hours to provide us with their identity.

Orders

How secure is your website?

As safe as it possibly can be.

We store any information you give us securely using high-level SSL encryption technology - the most advanced security software currently available for online transactions.

What do I do if there is a problem with my order?

Our Customer Services team are here to help with any problems. Click here for contact details.

What payment methods do you accept?

We accept our branded account cards, Switch/Maestro, Visa, Visa Electron, MasterCard, Solo, Amex, PayPal and Gift Cards.

Logos

For more information on PayPal please visit www.paypal.com.

Can I pay for my order using my Gift Card?

Yes you can pay with Sterling Gift Cards online. Please select the Gift Card option at the checkout and enter the 16-digit card number.

The full balance will be taken off the card before any other payment method will be used. You can use up to 5 Gift Cards per transaction.

Please ensure to retain your Gift Card after placing your order, in case any items are sent back to us for a refund, as the refund will be processed on to the Gift Card before any other payment method.

Unfortunately, we are unable to accept Gift Cards in other currencies at present.

Can I cancel my order?

We may be able to cancel your order but we can only do this by telephone.

You need to call us as soon as possible after you have placed your order otherwise it may be too late.

Click here for the Customer Services telephone number. Please note - we are unable to cancel your order by email.

If it is too late for us to cancel your order, return your order using the Freepost returns label enclosed with your parcel. Simply log into your account and follow the returns process there. Once we have received the goods back, we will process a refund for you.

You will still need to request a Returns Number if you return the order.

Alternatively, if you are a UK or Republic of Ireland customer, just return your order to your local store along with your despatch note and they will refund the order for you.

Can I cancel an item from my order?

In certain circumstances, we may be able to cancel an item from your order but we can only do this by telephone.

You need to call us as soon as possible after you have placed your order otherwise it may be too late.

Click here for the Customer Services telephone number.

If it is too late for us to cancel the item from order, simply return it to us using the Freepost returns label enclosed with your parcel.

You will still need to request a Returns Number; just select the details of the item you wish to cancel.

Once we have received the item back, we will process a refund for you.

Can I add an item to my order after I have placed my order?

Unfortunately not, you will need to place a separate order for anything else that you want to buy.

Why has my card been declined?

All credit/debit cardholders are subject to validation checks and authorisation by the card issuer. If the issuer of your payment card refuses to, or does not for any reason, authorise payment then you will be notified of this immediately at the checkout. A common reason for orders declining is due to the billing address details being entered incorrectly. Please ensure that in the 'billing address' section, the address to which your bank statements are sent is entered here. For full details of why the payment was declined, please contact your card issuer.

Why have you cancelled my order?

Please click here to contact our Customer Services team.

Can I order from overseas?

You can only order from countries to which we deliver. Click here to see the countries that we deliver to.

We have currency specific sites for our customers in the Eurozone and the US. If you live Andorra, Austria, Belgium, Estonia, Finland, France, Germany, Greece, Holy See, Italy, Liechtenstein, Luxembourg, Monaco, Montenegro, Netherlands, Portugal, San Marino, Slovakia or Spain please shop our Euro site. If you live in the US please shop our US site. Click here to select your site.

Eurozone customers also have the option to shop in English, French or German. Click here to select your site and language.

Customers from the Republic of Ireland must still shop on our UK (GBP£) site.

What is your exchange rate for overseas orders?

We charge you for your order in Pounds Sterling. Your card provider will apply the exchange rate when your card is charged.

I live abroad, how do I claim back VAT on my purchase?

You can only claim back VAT on Internet purchases if your items are for business purposes.

My order did not go through but I think you have charged me?

When you enter your card details to pay for your order, your bank automatically deducts the money from your available balance although it is not actually taken from your account until we despatch your order.

If we do not despatch your order, we do not charge you and the money is automatically put back onto your available balance by your Bank.

This usually takes around 3 working days but the exact timeframe does depend on your card issuer and your bank.

If this timeframe has elapsed, or you are a PayPal customer and the money still has not been released, please contact Customer Services by clicking here.

It normally takes 48 hours from the date of your order to put the money back.
For further queries, please click here to contact Customer Services.

Can I find out if you will be getting replacement stock on items that have sold out?

Some of the items on our website do sell out quickly and unfortunately we are unable to tell you if we will be getting more of a particular item.

However, we regularly update our site so it's worthwhile checking again.

What can I do if it is too late to cancel my order?

Simply return your unwanted item for free by post by logging into your account and following our returns process.

Alternatively, if you are a UK or Republic of Ireland customer, Just return your order to your local store along with your dispatch note and they will refund for you.

I have received my order but one of the items is missing, what do I do?

Please click here to contact our Customer Services team who will investigate this matter with our warehouse

You confirmed my order but I have now received an email saying one of the items is out of stock. Why is this?

Unfortunately, although our systems showed available stock when you placed your order, when our warehouse went to pick the item they found that there was no stock available.

Although this does not happen often, when it does we have to cancel the item from the order and obviously we do not charge you for the item. Therefore this item will not be sent out to you once it is back in stock.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If we send you the wrong item and you live in the UK, you can return it to us free of charge.

If you are an International customer including the Republic of Ireland you will need to pay for your return. If you let our Customer Services team know how much you paid, they will reimburse you. Click here to Contact Customer Services. Please ensure that you keep your proof of postage when you return this item along with any bill receipts encase the item goes missing and so that we can reimburse you the correct amount.

Just click here to log in to your account, follow the links for requesting a return and select the item that you should have received as the item you are returning. If you are an international customer, please send us a copy of your proof of postage in order for us to reimburse you for the returns postage charge. A copy of this can be attached and emailed to our email address customer.service@arcadiagroup.co.uk including the brand, order number and returns number in your email.

My items are for business purposes, how do I get a VAT receipt?

Please click here to contact our Customer Services Team if you purchased your item online.

Why can I still see my order history on the UK site?

If you have started using the US or Eurozone sites you will still be able to use your login to view any orders which you have previously made on the UK site.

Why can’t I see my order history on the new sites?

Unfortunately, when on the international site, you will not be able to see any orders you made previously on the UK site. You can still login to the UK site to view your order history of any purchases made on that site and if you wish to request any returns you will be able to do so there.

Promotions and Discounts

Can I use more than one discount offer on my order?

Our promotions cannot be used in conjunction with any other offer.

Why doesn't my promotional code work?

Please check that the code/link you are using is still valid and not out of date.

For further assistance, please click here to contact our Customer Services team.

Can I use a promotional code obtained from a promotions code website?

Yes, provided that the code is valid and the website has been provided the code by Wallis.

Delivery

Which Couriers do you use for your Deliveries?

We use Hermes for our Standard deliveries.

Where you have selected a specific delivery day ie.Nominated day, your order will be delivered by Hermes.

Which Couriers do you use for International Deliveries?

Tracked and Faster Delivery

We offer two delivery services internationally: Standard and 'Tracked and Faster'. The 'Tracked and Faster' service is delivered by DPD couriers. To track your order with DPD please click here.

Standard International Delivery

Parcels which are under 2kg are sent via Standard Royal Mail delivery. Once your Standard Delivery order has reached your country it will be delivered by your local postal service, The tracking number for these parcels which cannot be tracked will begin with 'RML'. You must allow at least 2-3 weeks before contacting us to allow for any postal delays.

Other tracking numbers

Other parcels that can be tracked will begin with the following tracking characters 'EK' or 'CK'. Click here to track these parcels which are delivered by Parcelforce.

How long will my order take to arrive?

Standard delivery orders to most areas of Mainland UK should arrive within 4 working days. Exceptions to this are deliveries to AB and DD postcodes, Highlands and Islands and Northern Ireland. Deliveries to these areas will take 5-7 working days to arrive. Unfortunately, we are unable to query the delivery before this time.

If you have requested delivery for a specific day, your order will be delivered on that day. Please note that your order can arrive at any time between 7am and 7pm on your Nominated Delivery Day, however, they can deliver later in the evening during busier periods.

Generally our international parcels will arrive within 10 working days. However if you have selected standard delivery and your parcels tracking ID begins with RML we advise that you allow at least 2/3 weeks to account for any postal delays within your country.

For full details on all our delivery times, including International, please click here.

Can I check for myself how my order is progressing?

Yes, you can check exactly how your order is progressing through our system by simply logging in to your account. Please click here to log in to your account.

I have selected a specific delivery day; is it possible to change this?

Unfortunately it is not possible for us to change the selected delivery date once the order has been placed,. If for any reason you are unavailable on this date the courier will re-attempt delivery on the following working day, after three unsuccessful delivery attempts, the parcel will be returned back to us. Once we have received the parcel back at our warehouse a refund will be processed to which you will receive an email to confirm this.

How can I contact your couriers?

If you wish to query something with Hermes our Standard and Express Delivery couriers, our Customer Services team will need to do this on your behalf. Please note we are unable to raise a query for the order until the expected delivery time has passed. Please click here to contact Customer Services.

As our International parcels are delivered by the local postal service in the country of delivery it is not possible to query your International parcel. For parcels despatched with Parcelforce and DPD we are able to send a query on your behalf. Please click here to contact our Customer Services.

How do I track my order?

For Express deliveries within the UK

If you have selected a specific delivery day log on to http://www.hermes-europe.co.uk and use the tracking number provided in your despatch email or click the link in your despatch email.
Please allow 24 hrs from receipt of the email before tracking your order. Our couriers will send you a text message to re-confirm the delivery day you selected. They will also send you a text on your actual day of delivery to advise an approximate delivery time.

If you haven't got your tracking number, please contact Customer Services by clicking here

For Standard deliveries within the UK

Log onto http://www.hermes-europe.co.uk and use the tracking number and delivery postcode provided in your despatch email. Please allow 36 hrs from receipt of the email before tracking your order.

If you haven't got your tracking number, please contact Customer Services by clicking here

For International deliveries

In order to track your order with us, you will need to have your tracking number with you. This can be located on your despatch confirmation email.

If your tracking number begins with RML, unfortunately, we are unable to track these parcels at present. Most parcels will reach their destination within 2 weeks, however, some destinations may require additional time allowed for parcels to arrive.

If your tracking number begins with 1550, please click here to track your parcel.

If your tracking number begins with an E, please click here to track your parcel.

As most parcels will reach their destination within 2 weeks, we are unable to query your parcel before this time. If this time has passed and you have still not received your parcel please click here to contact Customer Services.

Do I need to sign for my delivery?

If you are in when we deliver, our driver will ask you to sign for your delivery.

If you are out and if they can, our couriers will leave your parcel in a secure location at your property or with a neighbour. The driver will leave you a card to let you know where your parcel is.

If they have not been able to make your delivery our couriers will leave a card to let you know they called and try again the following working day. We will try to deliver 3 times after which time your parcel will be held at your local depot for 5 days prior to being returned to us for a refund.

What happens if you deliver whilst I am out?

If you are not in when our couriers first try to deliver and they cannot find a safe location to leave the package, they will leave a card, take your order back and then attempt to deliver two more times on the following working days.

Please follow the instructions on the card left by the courier to arrange re-delivery.

If you request a specific delivery day, there is a space for you to leave special delivery instructions for the courier if you are out. You will need to complete these delivery instructions prior to confirming your order.

Can I change the delivery address for my order?

Unfortunately our courier company, Hermes, are unable to change the delivery address. Please Click here to contact us and let us know when you will be available for delivery to the address on the order or we can request that the parcel be returned to us for a refund.

Do you deliver overseas?

Yes. Please click here to see the countries that we deliver to.

Do you deliver to BFPO addresses?

Unfortunately we do not deliver to BFPO addresses at this time.

Do you deliver to the Channel Islands

Unfortunately we do not deliver to the Channel Islands at this time.

Do you deliver to PO Box addresses?

Unfortunately we do not deliver to UK PO Box addresses at this time, but we should be able to deliver to an overseas PO Box.

I have received an incorrect item in my order, what do I do?

We aim to get your order right every time but we do occasionally make mistakes.

If we send you the wrong item, you can return it to us free of charge using the Freepost label we sent with your order.

You will still need to request a Returns Number; just select the details of the item you should have received when you do this.

Once we receive the item back, we will refund you.

Click here to request a Returns Number.

I haven't received the Gift Card I purchased online, how do I track it?

Online Gift cards are dealt with by a separate company called Voucher Express. Unfortunately this means I cannot access your order details, but please contact Voucher Express who will be happy to help you.

Email address: arcadia@voucherexpress.co.uk

Tel: 0870 240 8238

What do I do if there is a problem with my delivery?

Our Customer Services team are here to help with any problems.

Click here for contact details.

Common UK Tracking Statuses

Examples of common tracking statuses;

Pre advice loaded - The parcel has been despatched from the brand warehouse and is currently travelling to the courier depot.

Hub trailer Via sorter - The parcel is currently at the sorting office so that it can be packed and sent to your local depot.

Manifested for delivery - The parcel is now ready to be delivered, it should be with you in the next 48 hours.

MOD - This can be due to the parcel needing a label re-print or if the parcel is being passed to a 3rd party courier as our couriers are unable to deliver to the designated area.

Not Received by courier - The parcel has not been received by the driver and therefore the parcel will not be delivered on that day.

Address query - The courier is unable to locate the delivery address, please supply us with more details so that we are able to locate the destination.

Courier received - The parcel is with the driver and our for delivery on the date of this status update.

If a parcel has no status update for 5 days please notify us so that we can investigate this further for you.

If you wish/need to contact us by email please Click here, or if you would rather contact us by phone please Click here and call the correct phone line for your country.

Can I specify a time for delivery?

Unfortunately we are unable to specify a specific time for delivery. As stated in our Terms & Conditions, our couriers deliver between the hours of 7am and 7pm.

Returns and Refunds

What is your Returns policy for internet purchases?

You can return unworn Internet purchases via post within 2 weeks of receiving your item, or to a store within one month of receipt.

Please note, we are unable to accept back unsuitable items via post after this time.

International wallis.co.uk purchases can only be returned by post.

To return an item, log into your account and follow the onscreen instructions. Click here to log into your account.

This does not affect your Statutory Rights.

Some items are excluded from our Returns Policy.

In the interests of hygiene we do not offer refunds on pierced jewellery unless they are faulty or unfit for purpose.

How can I return an internet order using Collect+?

COLLECT+ for UK orders only

You can return your order via the Collect+ service. Collect+ has parcel drop points in 3800 local convenience stores, open early 'til late and 7 days a week, so you can return items at a time and place that suits you.

Go through the same process detailed in our 'Returns by post' section to obtain your returns number. Write this and your order number onto the prepaid label inserted into your order. If you no longer have this leaflet, click here to print off a new Collect+ label.
Take your parcel to any of 3,800 local convenience stores offering Collect+ services. You'll receive proof of postage and a code to track your return online.

Please note: You cannot return a parcel via Collect+ to your local Wallis store.

You can find your nearest local convenience store offering Collect+ services at www.collectplus.co.uk.

Please ensure that you obtain your proof of postage when sending your parcel, this will be given to you in exchange for your parcel.

How do I return an item to you by post?

Log in to your account and select 'Request a return' from the 'My Orders' section.

Click the order number containing the items you want to return and follow the 'Create Return' link next to the order number.

Select the items you wish to send back to us with a reason for each.

Once you click the 'Create Return' button you will be given a unique Returns Authorisation Number.

Please only use one Returns Authorisation Number for each parcel being returned. If you are returning items from more than one order these will need to be packaged and returned separately.

Write this number along with your name and address in the areas provided on the freepost returns label sent with your order.

Peel off the freepost label, stick it to the parcel and post it to us so within 14 days of receipt.

Please remember to ask the Post Office for your proof of posting certificate and retain it for your reference.

If you are an International customer you will not be sent a pre-paid label and and you will need to return any unwanted items at your own cost.

You can log in to your account here

Download a return label here

Can I return an item I bought online to one of your stores?

Yes, if you live in the Mainland UK or Republic of Ireland.
Simply take the item to your local Wallis Store, excluding those within Department Stores. You can return your item to them within one month after purchase. Please take your despatch note with you as proof of purchase. This excludes items identified on our website as being only returnable to our website, such as concession brands and online exclusives.

Click here to read our full Returns Policy.

Click here to find your nearest store.

I didn't get a Returns Label, how can I return something?

Please click here to download a Returns Label or take the item to your local Wallis store excluding those within department stores if you live within the Mainland UK or Republic of Ireland.

Please take with you your despatch note and the card that you used for payment.

How do I create a returns number?

Simply login to your account and select the order, which contains the item you wish to return then follow the onscreen instructions.

You have 14 days from the date you receive your parcel to raise a returns number.

Click here to log into your account.

I returned my order, how long will my refund take?

Please allow 14 working days for your parcel to reach us, and a further 3-5 working days for your account to be credited.

Please note that some banks may take slightly longer to process your refund.

Can I return an item bought overseas to my local store?

Unfortunately items purchased from an overseas store cannot be returned to a local store.

Can I return an item bought in the UK to an overseas store?

Unfortunately not, overseas stores are operated as separate companies.

Why can't I get a Returns Number?

You can only request a Returns Number within 14 days of receiving your order, as this is the time limit on our Returns Policy.

Please note, we are unable to accept back unsuitable items via post after this time.

What do I do if there is a problem with my return?

Our Customer Services team are here to help with any problems.

Click here for contact details.

Will my postage be refunded if my items are damaged or faulty?

If your item is damaged or faulty, and it is the only item on your order, we will refund your postage costs.

If you have kept any items on your order, we will not be able to refund your postage.

Will my postage be refunded if I return my whole order as unsuitable?

If you live in the EU and return your whole order within 7 days of receipt. You may contact customer services to claim your postage refund.

Customers outside of the EU will not be refunded their postage costs for unsuitable items.

Do I have to pay for returns?

Free returns are only available to customers sending items back to us from within the UK using the Freepost returns label included in your parcel. Unfortunately, we do not currently offer a free returns service to customers outside of the UK. This is stated in our Terms and Conditions.

You can also take unwanted items back to your local store, excluding those in Department stores.

I am an International customer and I have received an incorrect item or my item is faulty, will I have to pay to return it?

Unfortunately you will need to pay to send the item back but don't worry, if you let your Customer Services team how much you paid they will reimburse you.

Please click here to contact our Customer Services team.

My item is faulty but I can't raise a returns number as the 14 days has passed, what do I do?

If you are a UK or Republic of Ireland customer, you can take the item to your local store excluding those in department stores and our staff will be happy to examine the item for you.

Alternatively, click here to contact our Customer Service team, who will raise a returns number for you so that you can send it back in the normal way.

My parcel is over 5kg and the Post Office will not accept it, what can I do?

Please download a second returns label by clicking here.

You will need to split your order so that each returned parcel weighs under 5kg and put a returns label and number on each of them.

To ensure that your refund reaches you quickly, please raise a separate returns number for each parcel.

What is the returns address for US customers?

The returns address for US customers is;

Spectrum for Arcadia

Leeds Distribution Centre

Hudson Road

Leeds

LS9 7DN

Please keep your proof postage.

Product and General Information

How can I find items I want online?

Simply use the 'search' link on the website and type in the product code or a description of the item you are looking for.

Or use the shop by product links across the top of the homepage.

Where can I buy an item I have seen advertised?

In order to locate this information for you, we would need to speak to our Buyers. Please click here to contact our customer sevices providing as much details as possible about the item featured.

I've seen an item of stock but it's not online or in my local store, where can I get it?

Please ask your local store to see if they can order the item in for you from our main warehouse.

Please click here for details of your local store. Please note that Customer Services are unable to search for stock in stores.

The item I want is out of stock online, can I order it any other way?

Please ask your local store to check their stock and see if they can order the item in for you from our main warehouse.

Click here for the telephone number of your local store.

Please note that Customer Services are unable to search for stock in stores.

Can Customer Services locate an item for me?

If you wish to place an order, Customer Services will be happy to do so for you by phone.

Unfortunately they are not able to check the availability of items in stores.

Can an item be sent to my local store from another store?

We are not able to transfer stock between stores. However, your local store can check whether they can order the item you want from our Warehouse.

Click here for the telephone number of your local store.

Please note, Customer Services are unable to search for stock in stores.

Can I order items from your website that are not currently in stock?

You can only order items that are currently in stock. However, we regularly top up the stock on our website so please keep checking.

Alternatively your local store can check whether they can order the item you want from our Warehouse.

Click here for the telephone number of your local store.

Please note that our stores are unable to post items out to you or other stores.

How do I add my details to your mailing list?

Please click here to leave your details and we will add you to our mailing list.

How can I have my details removed from your mailing list?

Simply click the unsubscribe link at the foot of the email.

If you're having any difficulties please contact Customer Services who will be pleased to help.

Do you sell surplus stock?

We do not sell surplus stock to third parties as we already have arrangements in place with our suppliers to dispose of such stock.

I bought an item online but it is now faulty, what can I do?

Either take the item to your local store for inspection or click here to contact Customer Services.

How do I find out the sizes of products?

Click here to view our size guide

Gift Cards - Mainland UK and ROI Only

How do I top up my Gift Card?

If you visit your local store and a member of staff will be happy to top up your Gift card with the required amount.

Please note that Gift cards can now be used as a payment method on our website.

To buy a new Gift Card online just click here.

How long are Gift Cards valid for?

Gift Cards remain valid for 24 months from the date of purchase. Any balance remaining will be removed from the card.

Do you still accept Gift Vouchers?

Yes, they can be used in any of the Arcadia stores listed on the reverse of the voucher.

Can a Gift Card or Gift Voucher be refunded?

Gift Cards and Vouchers cannot be refunded, please see the terms and conditions provided with the card for details.

My Gift Card has been lost/stolen, what should I do?

Unfortunately, if your Gift Card is not registered then we are unable to trace it and are therefore unable to replace it for you.

If you have registered your Gift Card, we will be able to place a stop on it and protect any outstanding balance on it from fraudulent use.

Please click here to contact our Customer Services team for help.

Where can I use my Gift Card or Gift Voucher?

Your Gift Card can be used online or in any store (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, Topshop, Topman and Wallis in the UK) excluding those within department stores. For full details, please click here to review our terms and conditions.

How do I check the balance on my Gift Card?

You can now check your Gift Card balance online, to check your balance please click here. Alternatively your local store can check the balance for you.

Why should I register my Gift Card?

If your Gift Card is lost or stolen, we will only be able to transfer the balance from it if you have registered it in your name. You can register online by clicking here.

Where can I buy a Gift Card?

Just click here to buy a Gift Card online.

You can also buy them from our stores as well as other retailers such as BP petrol stations, WH Smiths, Sainsburys, Coop stores and Morrisons.

Can I pay my account card balance using a Gift Card?

No. Unfortunately this service is presently not available.

Can I use more than one Gift Card as a method of payment?

Yes, you can use up to 5 Gift Cards in any one transaction, please ensure you keep all gift cards after your order has been placed encase you are refunded at any stage.

Can I use a Gift Card and another method of payment in one transaction?

Yes, you can pay the balance with any of the debit/credit card options available on our website.

If I am paying part Gift Card and part debit/credit card, what value will be taken off of each method of payment?

The full value of the Gift Card will be taken first, and any remaining balance will be charged to your debit/credit card.

How will I be refunded if I have paid with a Gift Card and debit/credit card?

The Gift Card will be credited first, with the remaining balance being credited to the debit/credit card used at the time of purchase.

If I have paid in equal amounts on the Gift Card and debit/credit card, and only need to be refunded for some of my goods, which method of payment will receive the refund?

The refund will always be processed on to the Gift Card first up to the original value. Any remaining balance will be credited to to the debit/credit card.

What happens if I have received a refund and I no longer have the Gift Card that I used to place the order?

The refund would automatically be credited to this card. Please contact our Customer Care team for further help.

Who do I contact about my online gift card purchase?

If you have purchased your Gift Card online you can contact us via e-mail at wallis@voucherexpress.co.uk or call 0871 384 3238, Mon-Fri 9am-5pm.

How will I know when my order has been purchased?

As soon as you place your order, you will receive an e-mail, informing you that your order has been received and is being processed. Before your requested delivery date you will receive another e-mail informing you that your Gift Cards have been despatched to your chosen recipient.
If there is a problem with your order, you will be contacted via e-mail.
On some occasions we may be unable to proceed with the order. If this is the case you will be informed via e-mail. If you feel that your order has been unjustly failed, please place another order on our website using a different form of payment.

What if I’ve made a mistake on my order?

If you have made a mistake on your order, please call 0871 384 3238 and we will do our best to correct it for you.

What will appear on my credit card statement?

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

Can I order larger amounts of gift cards?

It is possible to order larger amounts of Gift Cards. Please call 0871 384 3238. If you require Gift Cards for business use, please call our corporate department on 0207 927 1390 or e-mail vouchers@arcadiagroup.co.uk