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Customer Services

Help! I Need Somebody!

In a hurry? You'll find 99% of the questions we get asked in one of these sections:

If your question relates to a particular product, you'll usually find that we answer product-specific questions somewhere on the page.

Email Us

Being gigantic nerds and socially unacceptable, we tend to prefer emails. That way, if you're a girl, you won’t see how flustered and sweaty we get. And, also being nerds, we are online almost constantly. Except when we are crying.

Email us at any time of the day or night, 365 days a year, 52 weeks of the Trivector. We’ll try to get back to you within four hours (during weekday office hours).

Contact Us

Contact Information

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Post Us

If you wish to send a telex or radioresponsegram or (hah!) letter, our postal address is:
International House
Holborn Viaduct

How it works

Picking and buying a gift voucher is a breeze. Our gift Sherpas have trawled the British Isles to unearth the best possible gifts and experiences. We want to provide you with amazing pursuits and activities that you will never forget.

If you’re buying it for someone else, a favourite dentist or that lady you came out of, a unique gift from us will delight and amuse.

If you want to be reward yourself just for being you, kudos! Treat yourself or visit the experience page and hit the ‘send to a friend’ button to drop the mother of all hints.

Q: How Do I Order?

You’ve rifled through all our things good and proper, seen our mighty offers and picked one just for you, now do this:

  • Click the ADD TO BASKET button
  • You'll see your shopping basket - click 'Checkout Now'
  • Provide all your billing and delivery details
  • Add a personalised message (such as ‘Happy Pancake Tuesday Day’)
  • Choose standard or 'next day delivery'
  • Pay, confirm your order and get psyched!

Your lovely stuff will be sent to you by your chosen delivery method the same working day if your order is placed prior to 3pm.

Q: What Will I Receive With My Order?

Everyone likes things. But what things will you get and subsequently like? Your voucher pack arrives in plain wrapping, so no one can guess if it’s a surprise, and contains the following:

  • An individually produced voucher lovingly personalised to your specifications (plus all the info on how the thing works).
  • A sheet filled with all the information needed for the experience, what will happen, where the toilets are, how the toilet work, the opening hours of the toilets, that sort of thing.
  • Plus a delightful presentation envelope for the voucher.

Every single one of our magical vouchers is produced and coded individually by experts. All the relevant information is on there, including a brief description of the activity, the agenda, what to wear and where you are going wrong in your life. Plus if there’s any restrictions connected to the activity or gift you’ve picked, we’ll let you know.

Q: How Do I Exchange My Voucher For An Experience?

Vitally, we’ll tell you what to do with the voucher to swap it for your amazing experience. We’ve got rid of the old method of meeting on a bridge at dawn, us on one side with the experience, you on the other with the voucher, then both sides slowly walk towards each other. It’s easier than that now.

Q: How Long Is My Voucher Valid For?

The vast majority of our vouchers are valid for 10 months.

Q: Can I Upgrade My Order?

For a bit more dosh, you can upgrade and receive the voucher in a rather spiffy gift set.

Got Questions?

Is grandma too old for skydiving? Can I bring my imaginary friend bungee jumping? Where are clouds born? All these questions and any others pertaining to your experience can be answered by contacting us here.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.


Q: What Do I Do With My Voucher?

Hurrah! Who knew a humble voucher could bring such happiness. Activate your voucher here. You'll need to enter your voucher code, PIN and your contact details.

When you do all that junk, you'll see everything you need to know such as locations, booking numbers and what you'll be doing on the day. Just pick the date and contact the supplier to book your experience.

Q: Can I Get Directions For My Experience?

Check out the product page of your experience and you'll see a 'Location' section. The location section lists all of the available venues for your experience.

Sadly we're unable to disclose full location details on the site. But once you've placed your order, you'll get a comprehensive list of locations and their contact numbers.

Q: I Want to Use a Location Not Listed On the Website. Is that possible?

Unsurprisingly, you can just use the locations we mention on the site. Because they are the locations. We've picked them on purpose.

These are the only places you can go and where your voucher will be valid.

Q: Can I Contact the Location Before I Purchase the Experience?

Sorry, we can't dole out specific contact details of our suppliers like so many free peanuts prior to purchase.

Your voucher will have a comprehensive list of venues and their contact details. Then you can contact away with the locations and ask them difficult, personal questions.

Or we can contact the supplier on your behalf prior to purchase. Just give our Customer Services team a ring-a-ding on 020 8275 5256.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.


Q: Do I Have To Select a Specific Date When Ordering?

No! Why would we do that to you? It’s all totally casual dude. When you buy a gift on our site you don’t have to pick a specific date.

You don’t know when Simone or Nero are going to want to go and do their thing, so all activity vouchers are open dated. Then the lucky sod you bought the lovely thing for can pick their own date (subject to availability).

The vast majority of vouchers are valid for 10 whole human months, so there’s loads of time to arrange their experience of a lifetime.

Once they’ve been magically activated, your vouchers can be exchanged for free at any time while valid. Whoever holds the voucher just needs to go here and get to it.

Q: When Can I Go and Do My Fun Thing?

Hold your horses there Captain Excitable. just provides experiences on behalf of many companies. We don’t have a garage full of skydiving and buggy racing gear round the back. So we can’t really tell you all available dates. But we know who can. The people providing the experiences!

Once you have got your grubby mitts on a voucher, get in touch with the supplier of the experience directly. They’ll tell you what’s up and give you all the pertinent information. Just don’t start going on and on about how excited you are and all that. They are busy people.

If you haven’t got a voucher yet, what’s wrong with you? But if you don’t have one and would like to find out if a specific date is available, get in touch with our delightful Customer Services Department on 020 8275 5256 and they’ll be overjoyed to contact the supplier for you.

Q: Can I Hold a Date Until My Voucher Arrives? are just agents, matey. And not the cool sort of secret agents, with guns and hats and jetpacks. We can’t hold a date for you. But, and this is a big but, after you’ve bought your voucher, you can get in touch with the providers of your experience and sort everything out with them.

Or you can contact our Customer Services department on 020 8275 5256 they’ll get in touch with the supplier of the experience for you and see what dates are free.

Then if your special chosen date is all free and good and fine, we’ll be highly delighted to take your order over the phone AND give you the unique reference number (URN), so that you can contact the supplier immediately to secure your date with no trouble or nothing.

Q: Do I Need to Pre-Book My Experience?

No, just turn up at the owl sanctuary and start playing with the owls... We jest, pre-booking is essential. Our suppliers tend to prefer it when people let them know they are coming. highly recommends that you book as early as possible to avoid bitter, loin-grabbing disappointment.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.

How to order

Q: How Do I Place An Order?

You've come to our website and have seen what you want. We like your style. Now, simply complete the following easy steps:

  1. Click 'Add to Basket'
  2. You'll see your shopping basket - click 'Checkout Now'
  3. Enter your billing & delivery details
  4. Add your personalised message
  5. Choose 'free delivery' or 'next day delivery' (£7.50)
  6. Pay and confirm your order.

You will receive an order confirmation by email with your order number. If you order before 3pm, your order will be dispatched the same day by your chosen delivery method. Now that's what I call service.

Hate computers? I don't blame you. If you would prefer to place your order by phone, please call us on 020 8275 5256.

Q: How Can I Pay?

You can pay by PayPal or any Visa or Mastercard credit/debit card - even ones with puppies on them. (Not to get all Jerry Seinfeld, but who does that, really?)

Sorry, we can't accept American Express or Google Checkout at the moment. We've got a rumble going on with those guys. In the car park, after work.

Q: How Can I Use My Discount Code?

When you click ADD TO BASKET, you are taken to a page titled Shopping Basket. Underneath the delivery information is a grey box where you can select 'yes' to the 'gift vouchers' question.

Make sure you click 'Apply Code' or the discount won't kick in. You will see the discounted amount in red on your total. Only one discount can be applied per order.

Q: Help! I'm Stuck...

If you are experiencing difficulties placing your order on our site we'll do it over the phone.

Please call our Customer Services department on 020 8275 5256 and a member of our team (hopefully Diego, he's terrific) will be happy to put your order through.

Q: Are My Personal Details Safe?

When you place an order, your payment details are entered directly onto our secure servers provided by the good folks and robots at SagePay. doesn't even see them let alone store your credit card details at any stage so you have 100% peace of mind. If we did, we'd be in Rio by now.

All your personal data is kept super-safe at Our checkout process is encrypted with industry standard SSL encryption - the very same process used to keep online banking secure.

If you asked to join our newsletter, details of how to opt-out of our mailing list are detailed in every newsletter. We will never disclose your personal details to a third party under any circumstances.

Q: Can I Personalise My Voucher?

Oh my goodness, yes you can and how!

When you checkout, you will be given the option to enter a real message. This can include your recipient's name, any personal message such as 'Happy Birthday', 'Congratulations', 'Sorry about the shark attack' or 'You're Fired' and details of who the gift is from.

This message will be printed on the voucher itself. Alternatively, if you leave the message blank, 'Have a fantastic experience!' will automatically be printed. Which is almost better in a way.

Q: Can I Pick Start Date for the Voucher?

We do not offer the facility to post-date vouchers. Your brand new shiny voucher, will automatically be valid for 10 months from the date of purchase.

If you're purchasing a voucher on special offer, it might have a set expiry date. To find out if this applies to you, please look in 'Notes' section of the product page on the website.

Q: Do I Need to Pick a Location or Date When I Buy?

Not a bit of it. When you buy an experience voucher, you don't need to specify the location or date you wish to attend. We wouldn't do that to you. I mean, look at your little face. This decision will be left to the recipient once they've got the voucher.

Q: I don't have an email address (even though we are in the second decade of the 21st Century)

That's quite odd, but fair enough. If you don't have email, you can still place your order. When you reach the field asking for an email address, simply write Then you can carry on to the payment page.

Please make a note of your order confirmation reference when you have completed your purchase, as you will not receive an order confirmation email.

Q: What Will I Get With My Voucher?

I'm glad you asked. Your gift experience voucher it will be sent out in plain, dignified packaging by your chosen delivery method. You'll get;

  • An individually personalised voucher.
  • An information sheet with details of how to activate your experience voucher.
  • A presentation pack for the voucher.

Don't panic if you're buying the experience for someone you live with. The voucher comes in highly discreet packaging, just like those 'art' magazines your dad gets. It will just have your address (to help the postman) and our return address on the packaging (but without mentioning our name).

Splash out £6.50 extra at checkout, and you can get upgraded. Then you'll get our special presentation tin plus a key ring, and a lanyard for the recipient to display their voucher with pride.

Q: Can I Order By Phone?

Why the heckings not! Make a note of the product code(s) of the gift you are interested in and call the customer services department on 020 8275 5256.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.


Q: How Long Will It Take For My Voucher to Arrive?

We offer an unprecedented 2 delivery options for our vouchers.

#1. First Class Royal Mail (Free!) 1 - 5 working days:

  • Orders placed before 3pm (Mon - Fri) will be dispatched that very same day.
  • Orders placed after 3pm (Mon - Fri) will be dispatched the following working day.
  • Orders placed after 3pm on Friday, or over the weekend or on Bank Holidays (such as Whitsun), will be dispatched the next working day.

#2. Signed for Next Day Courier Delivery (£7.50):

  • Orders placed before 3pm, Mon - Thurs, will be delivered the following day before 5.30pm.
  • Orders placed before 3pm on Friday will be delivered on Monday before 5.30pm.
  • Orders placed after 3pm on Friday will be delivered on Tuesday before 5.30pm.
  • This delivery type will require a signature.
  • This delivery type is not available over weekends and Bank Holidays.
  • Delivery times for tangible items (eg: food, wine, hampers, gadgets and that sort of stuff) vary from product to product to product. Have a look at the thing you ordered on our wonderful website to see specific delivery instructions and cut-off times.

Q: Do You Offer Special Delivery?

We offer a courier service through the fine men and women at Parcelforce for our gift experience vouchers. But does it cost money, you ask? Yes it does! The service costs £7.50 per order.

  • Orders placed before 3pm, Mon - Thurs, will be delivered the following day before 5.30pm.
  • Orders placed before 3pm on Friday will be delivered on Monday before 5.30pm.
  • Orders placed after 3pm on Friday will be delivered on Tuesday before 5.30pm.
  • This very special delivery type will require the signature of a human.
  • Special delivery is not available over weekends and Bank Holidays.

Q: Can I Send My Gift Abroad?

Fair enough, shouldn't be a problem, we'll send them wherever. Depends where they are and if the country they're in has a postal service to know when they'll get them.

But you can't use our super special next day courier service abroad. That's only for United Kingdomers.

All of this doesn't apply to tangible products (wine, books and hampers etc) which can only be sent to addresses in or on the UK mainland. These precious lovelies are provided externally by a whole host of different suppliers using a baffling variety of courier services, so we can't deliver these items abroad.

Q: Can You Deliver to Ireland?

By First Class Royal Mail, absolutely no problem whatsoever. We would be delighted to do that. More than delighted. It would be another life goal reached. But our next day courier service does not deliver to Ireland and for that we are eternally shamed.

Also our tangible items range (such as wine, books and hampers) are sent out via various via external couriers and so we can't send those things to Ireland either. But that's OK, they already have those things in Ireland. Too many in fact. It's a bit of a problem.

Q: How Long Will I Have to Wait for My Non-Voucher Gift To Arrive?

Short answer: it depends. Slightly longer answer: delivery times for tangible items (eg: food, wine, hampers, gadgets) vary depending on what it is.

Have a look at the product details page on our site carefully and all the delivery gumpf should be there.

Q: Will I Get Anything With My Voucher?

As well as your voucher, which will be sent in plain packaging (just in case you upstairs neighbour does that thing where he sets fire to vouchers) you will also get...

  • An individually produced and personalised voucher.
  • A sheet bearing all the information you need for your booking and your experience.
  • A delightful presentation pack for your voucher.

The voucher packaging is designed to be completely anonymous, so you won't give away the surprise if the recipient lives with you. 'Oh look', you'll bellow unconvincingly, 'there's no mail of any interest at all. Just this bill from the vets. How disappointing'.

But really you'll have their big surprise right there in your hand. There will just be your address on the outside, plus our return address without our name on it, because we like surprises even more than free advertising.

Q: Will My Gift Fit Through My Weird Letterbox?

Single gift experience vouchers are about DVD sized. Not like a full box set of I Claudius, but certainly the size of Jaws IV: The Revenge. That will fit through normal, Vatican-sanctioned letterboxes.

If you ordered a whole shed load of gift experience vouchers that ain't going to slip through your letterbox. So if it's a great big thing, ask Harriet, or someone similar, to wait in for it and open the door when they knock. If Harriet has Tai-Bo that day, we'll leave a delivery note with further instructions.

All our tangible things (eg, food, wine, hampers, gadgets) are sent to you by someone else. These things will go their own way delivery wise, so have a look at the product page on the site and carefully glance at the delivery instructions. Most of these things will be too big for your letterbox and will probably have to be signed for.

Q: Help! My Billing Address and Delivery Address Are Different...

We'll take our lead from you and whatever you put in 'delivery details' bit when you ordered.

If your billing address is different, thank you for being awkward, we appreciate your individuality but this will not affect the delivery of your order. Your billing address is simply where your credit/debit card is registered to and where your bills are sent.

Q: What is a Billing Address?

The billing address is where your credit/debit card you're using to pay with is registered.

Your gift won't be sent to your billing address. It will be sent to the delivery address you entered. If they are the same place, you've got nothing to worry about.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.

Your Voucher

Q: Do I Need to Pre-book the Experience?

Pre-booking is essential when you buy one of our vouchers. The guys and gals who supply our experiences can't cope with people who don't pre-book first. If you want to go on holiday, you don't just turn up at the airport and run towards a plane while waving your arms, do you?

Book early, you'll get the most choice and be excited for much longer. Bookings are made directly through the people providing the experience.

To book a date with your supplier (not a romantic date, a date for your experience), contact them and make sure you have your voucher reference number so they can work out what you are. Find all the supplier's contact details you need by logging on to our activation site.

All bookings are subject to availability. Obviously.

Q: I've Not Received an Order Confirmation Email

It happens sometimes. Please check your email account's spam folder, and make sure you gave us the right email address and didn't add an errant smiley in there.

If you are still having troubles, please contact our Customer Services team on 020 8275 5256. Have your order number ready, so they can make sense of your ravings.

Q: Can I Change the Date of My Experience?

You'll need to talk to the supplier of the experience if you want to change any dates or times. provides these experiences on behalf of tons of companies so they have all the knowledge when it comes to your specific booking. Don't worry, they're lovely. We only deal with lovely people.

Q: Can I Bring My Posse With Me?

Sort of depends on what you are doing and where it is. In some places it will be fine, in others it will be completely daft.

Sorry for the vagueness, but you can get all the answers on spectators in the 'Agenda' or 'Notes' section of the product page. Or it might be on your voucher.

If you are still baffled and you've got nine people in the mini-van ready to go, get in touch with the supplier of your experience. They will be able to tell you instantly.

Q: Can Someone Else Use My Voucher?

Your experience vouchers are not held in anybody's name prior to booking your specific experience, so give it to whoever you wish. A passing hobo, the man from the clutch place, Linda...

There might be a personal message on the voucher such as 'Dear Auntie Sue, I know you're 90 but I really want you to go skydiving. Love, Brian'. But that doesn't mean only Auntie Sue can use it. It can still be passed on.

Q: I'm Trying to Redeem My Voucher Online But It's Not Working...

Step by step instructions on how to redeem your choice voucher exist right here.

Q: Who Is My Voucher From?

We can't help you with the grammar or the voucher. Data Protection Laws mean we can't tell you anything about the voucher purchaser. But you can work it out right? Have a look, see if anyone's got a sly grin on their face and a twinkle in their eye.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.


Q: My Voucher's About to Run Out. Can I Extend It?

If your voucher is getting near to its expiry date, we'd be delighted, absolutely delighted to extend it for our standard admin fee of £20. If the price of your experience has gone up, you'll have to pay the difference, plus the admin fee. Then you'll get an additional 10 human months to use your voucher.

If you wish to extend your voucher, please call 020 8275 5256. Make sure you've got your voucher knocking about when you do this.

When your voucher has been extended, you'll get an email with an attachment to your unique extension letter. Please print this letter and keep it safe as proof of your voucher's new validity.

Please note, your voucher is only extendable if it's still within the expiry date.

Q: My Voucher Has Already Expired, Can I Extend It?

Unfortunately when a voucher expires we are unable to extend it. It's all laid out in our Terms and Conditions, which are accepted at point of purchase, that states vouchers can only be extended prior to their expiry date

The expiry date is right there on the voucher so you know the validity period even if you aren't the original purchaser.

Q: What's The Cost to Extend My Voucher?

There is a standard administration fee of £20 to extend vouchers. Then you'll get an additional 10 months to use it. If the experience you are extending has increased in price, you'll have to pay the difference, plus the twenty quid fee.

For all you voucher extending needs, please call 020 8275 5256.

Q: How Long Is The Validity Period Of My Voucher?

Most vouchers are valid for 10 whole months, unless we told you something different when you bought it at the time of purchase.

Vouchers can be extended for an administration fee of £20 as long as you do it before the voucher expires.

If your voucher is still valid and you would like to extend it, please call 020 8275 5256.

Q: When I Extend My Voucher, Will I Get a Brand New One?

Nope, an email will ping into your box with a confirmation letter attached. Print this beauty and keep with your voucher as proof of its new validity. You'll need to show both, voucher and letter, to the supplier of your experience.

Q: I Have Lost/Misplaced My Extension Letter

We'll arrange to get a new one to you. Please call us on 020 8275 5256 with your voucher reference and we will arrange a copy of your letter to be dispatched by Royal Mail First Class post like the class act we are.

Q: Your Website Says My Gift Is No Longer Available?

If you get a message saying the product is no longer available, it just means your voucher was bought on special offer with certain restrictions, one being that it couldn't be extended past the expiry date.

But you can exchange your voucher to an alternative experience via the activation website. Read about how to do so here.

When you have done the exchanging, you'll be emailed a brand new voucher with a brand new expiry date, usually valid for another brand new 10 months unless it isn't. If it isn't, we'll tell you.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.

Replacement Vouchers

Q: Can I Replace My Voucher?

If you have lost, misplaced or damaged your voucher we can rebuild it for a standard £10 administration charge.

Please contact our Customer Services department on 020 8275 5256, quoting your reference number. A member of the team will take a secure payment over the phone.

Q: Can I Change the Personal Message On My Voucher?

That sounds like a highly thorny issue, but you can change your message if you wish. But you'll have to get a replacement voucher, which will cost you a £10 administration charge.

Please contact our Customer Services department on 020 8275 5256, quoting your voucher reference number. A member of the team will take a secure payment over the phone, and will add/change any details at your request, including your personal message and delivery address.

Q: Is There a Charge to Replace Vouchers?

We can send you a copy of your voucher. There will be a £10 administration charge.

Please contact our Customer Services team on 020 8275 5256, quoting your reference number. A member of the team will take a secure payment over the phone.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.


Q: How Do I Exchange My Voucher For Another?

Whatever floats your boat, exchange away, as long as it's for another experience (not a castle in Tuscany or something) and providing it is still within the expiry date.

If you want to make a voucher exchange, please log in at our voucher activation page.

Once you are all logged in you'll be taken to a webpage displaying a map and the product information for your voucher. At the bottom of the page there's a 'Show me more' button. As well as showing you more, this is where you can make the exchange. Just follow the on-screen instructions.

Q: What's The Fee For Exchanging My Voucher?

There is no administration charge to make an exchange, but if the experience you are exchanging costs more than the old one, you'll have to pay the difference. We weren't born yesterday.

Q: How Long Does Exchanging Take?

Once you've done all the exchange gubbins online here your new voucher will be sent to the email address you provided straight away. Your old voucher will be useless once your online exchange is done, so chuck it.

Remember the new one will be an E-voucher, you will not receive a new voucher in the post.

Q: Does Exchanging Extend the Validity Of My Voucher?

Yep, if you exchange your gift experience voucher you'll get a new voucher with a brand spanking new validity period.

Most of our gift experiences have a 10-month validity period, but some (eg, special offers) might be valid for a more limited period. Head to the product's description page to have a look at the 'notes' section. All restriction information can be found there.

Q: I Don't Want My Experience - Can I Exchange It?

You May exchange your voucher for another experience as long as it is still within its expiry date. If it expired in the mid 1950s, you might have some trouble.

To exchange, please log on at our voucher activation page.

See the information about your product? Do you? Look at the bottom of this page; you'll see a 'Show me more' button. The 'more' it can 'show' pertains to your voucher and there you can find exchange info.

Returns & Refunds

Need a refund? Our refund policy can be found in our Terms and Conditions which you agree to during checkout. Here's a link.

Q: How Do I Get a Refund?

Experience vouchers are fully refundable within 60 days of receipt (providing you haven't booked in for your experience). Outside of this period, you can still get an exchange but there will an administration charge (£20 or 20%, whichever is greater).

If you wish to arrange a refund, please send us your voucher, with a letter telling us why you're sending to back, to: Kingmaker House 15 Station Road New Barnet Herts EN5 1NZ

Only the card of the original purchaser of the gift can be refunded we're afraid.

If it's after 60 days, don't despair, we can still swap your voucher for another experience on the website, up to the value of your original voucher. Have a look at the Exchanges page to find out more.

Q: How Do I Get a Refund for Tangible Goods?

Personalised items and Print and Go tickets can't be refunded which we explain at the point of purchase.

All tangible gifts available on's website are provided through external suppliers, so if you want a refund, you need to talk to them.

Q: I Accidentally Ordered Twice.

We understand, it happens to everyone. Once both your orders have arrived, return one to us immediately with a covering letter explaining that you have made a duplicate purchase and dropped a clanger. We can fully refund orders within 7 days of receipt. You should post unwanted voucher(s) with your covering letter to:

Customer Services Kingmaker House 15 Station Road New Barnet Herts EN5 1NZ

Please send your voucher back via a signed for delivery to make sure its gets to us safe and sound. We can't be responsible for things lost in the post.

We can only give the money back to the person who bought the original experience via their credit/debit card.

Confused? Troubled? Looking for romance? Call us on 020 8275 5256.