Virgin Experience Help

• +
  Q: Show answer

  How much will it cost to have my voucher delivered?

  A:

  All Virgin Day Experience vouchers attract FREE DELIVERY.

  There is no cost to have your voucher shipped. Your voucher will be sent by Royal Mail 1st Class Post, please remember to allow extra time for deliveries around special occasions such as Christmas, Valentine’s Day, Mother’s and Father’s Day. It can in some instances take up to 15 working days.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  How long will it take for me to receive my Virgin Experience Pack?

  A:

  It will take approximately 3-5 working days (though it may take up to 15 working days for you to receive your voucher).

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  My Virgin Experience Voucher has not arrived?

  A:

  Once you’ve placed an order for your Virgin Experience voucher it will take 48 hours for us to process your order. We will have your voucher delivered by Royal Mail First Class post with an expected arrival time of 3-5 working days (though it may take up to 15 working days for you to receive your voucher)

  • Please note that should you not receive the voucher after the 15 days from despatch please contact us and we will investigate into this further.
  • Please note that we will not despatch or have your voucher delivered on UK holidays and weekends.
  • Please note we cannot be held responsible for delays caused by the postal system within the UK.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  Can I change my order or send the voucher to a different address?

  A:

  Once you have placed your order we are unable to make any alterations to your order. Please ensure you have checked the details carefully before confirming the order. Should you have any questions before placing you order please contact our customer service team where someone will answer your enquiry.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  What does the Virgin Experience Pack look like?

  A:

  The voucher and information regarding the chosen activity are presented inside a smart gift wallet within a message card we can either pre-print with a message or leave blank for you to add your own message. Within the package there are also the following documents:

  • An information sheet with information about the experience you have selected and how to make a booking.
  • Insurance documentation (insurance is included free with most experiences, and covers the recipient for £50,000 of Personal Accident insurance and Cancellation Indemnity, subject to terms)

  All gift backs are sent in plain packaging. The package is designed to fit through a standard letter box. Please note that some experiences do not include a gift pack (this will be clearly stated on the product page).

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  How long do I have to use the voucher before it expires?

  A:

  Most of the vouchers available for purchase are valid for 9 months and you must book and take your experience before the voucher expires. Some promotions and vouchers may have longer or shorter validity periods, this is clearly stated on the website. If you are unsure please contact the customer service team for further information.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  Can I exchange my voucher?

  A:

  Yes, you will be required to notify us within 7 days from date of purchase should you wish to exchange the Virgin Day Experience Voucher. Please note that the voucher can only be exchanged once and the expiry date will remain the same as that of the original voucher. We will not be able to exchange vouchers which have already expired.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  Can I extend my vouchers expiry date?

  A:

  We are unable to extend the expiry date of the Virgin Day Experience Voucher.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  Can I have the voucher cancelled and refunded?

  A:

  Yes, we are only able to cancel your Virgin Day Experience Voucher and issue you a refund should you decided to change your mind. You have 7 days from date of purchases to notify us that you wish to have your voucher cancelled.

  If your voucher has been shipped you will need to return it to us within 7 days of receiving the voucher. Once we have received your voucher we will then issue you with the refund.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  How do I book my experience?

  A:

  You will be provided with the exact locations and contact information once you have purchased the experience voucher(s). Most of our experiences you will book directly with the centres.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  I need to send my voucher to you or the centre where I have made my booking? Should I send it by Special Delivery?

  A:

  Yes, we recommend that you send the documentations to Virgin Experience Day or to the centres by registered delivery or recorded post. Please note that we will not reimburse you for sending your voucher to Virgin Experience Day or the centres.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  Are there any restrictions on taking part in the experiences?

  A:

  Some experiences will have restrictions. This information can be found on the experience page. Should you have any questions please contact our customer service team before making the booking, as all orders a final once you have made payment.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  I want to find out more information about the experience available?

  A:

  Please contact our customer service team where they will be more than happy to provide you more details about the experience.

  Do you have further questions? Contact Customer Service
• +
  Q: Show answer

  What if I am not happy with my experience?

  A:

  If you are not happy with any aspect of your experience, you should bring it to the attention of the supplier on the day so that they may resolve it immediately. If you are still not satisfied with the outcome, please email the customer service team explaining the circumstances and we will have Acorne Plc investigate into this further for you.

  Do you have further questions? Contact Customer Service

Browse other categories...

Can't find your question?
If your question is not listed here, please Contact Customer Service