Help & FAQ's
Providing a great service to our customers is our number one priority. We offer a fast and efficient ordering and delivery service to ensure your gifts arrive on time.
If you have any questions, take a look at our FAQ section below. If you can't find the answers to your questions, please contact us.
How to order
Frequently Asked Questions
Q. I placed my order before 2pm but didn't qualify for Next Day Delivery - Why Not?
A. Due to the nature of our robust fraud checking system, we can only offer Next Day Delivery when an order is accepted by 2pm.
You will receive 2 emails from us, the first is simply to acknowledge your order, the second is an Acceptance of your order.
If you receive an acceptance email before 2pm then you will normally qualify for Next Day Delivery - on orders placed Monday-Thursday.
Q. Can I have vouchers delivered to my friends and family?
A. All orders up to £250 can be sent to an alternative delivery address in the UK.
Q. Is there a limit to how many vouchers I can buy?
A. We currently have a maximum limit of £5,000 per order.
Q. How much do I have to pay for delivery?
A. See our delivery charges for details.
Q. I have tried to order using my debit and credit card and neither work. Why could this be?
A. Please check that the name and address on the order are the same name and address as the registered card holder. If not, then the card will not be accepted.
Q. The Gift Vouchers or Gift Cards I ordered have not arrived. What should i do?
Please view our policy on Replacing Non Delivered Gift Vouchers.
Q. How do I order extra gift voucher wallets?
A. You can add gift wallet bundles to your order here>
Q. Will I receive a VAT receipt?
A. You will receive an invoice by email, 24hrs after your order has been despatched. This contains the VAT number and the VAT value on your order.
Q. I can't enter my address. Why might this be?
A. If you are having difficulty entering your address please email Customer Care so that they can help you.
Q. Why won't the system take my payment?
A. This could be due to various reasons. Please email Customer Care for further assistance.
Q. I didn't get a confirmation email for my order. Why not?
A. Your order may not have been processed. Please email Customer Care for assistance.
Q. I have lost or damaged my vouchers can you replace them?
A. We cannot replace lost or stolen vouchers. We may be able to issue replacement vouchers if they have been damaged, as long as the serial number is still visible. Please email Customer Care to discuss how to obtain replacement vouchers.
Q. I'm having trouble viewing the website
A. If you are experiencing difficulties viewing the site on your web browser, you can update to the most recent version of Internet Explorer at: windows.microsoft.com/en-GB/internet-explorer/products/ie/home
Love2shop Gift Cards
Q. How do I activate my flexecash Love2shop Gift Card?
A. To Activate your Love2shop card that you have purchased online through Highstreetvouchers.com please visit the flexecash website www.flexecash.com or call Customer Care on 0844 375 0739
Q. I am having problems activating my flexecash Love2shop Gift Card via the flexecash website
A. Please call flexecash customer service care line on 0844 375 0739
Q. Why do I need to activate my flexecash Love2shop Gift Card?
A. For security reasons all cards are despatched un-activated. To enable cardholders to use the card, these need to be activated prior to use.
Q. Can I use my flexecash Love2shop Gift Card if it is not activated?
A. flexecash Love2shop Gift Cards which have not been activated cannot be used.
Q. I wish to give the flexecash Love2shop Gift Card as a present. Can it be activated at a later date?
A. flexecash Love2shop Gift Cards must be activated by the cardholder through flexecash.com
Q. Does my flexecash Love2shop Gift Card have an expiry date?
A. Yes it does, this can be located on the card carrier and on the front of the flexecash Love2shop Gift Card.
Q. How long do I have to activate my flexecash Love2shop Gift Card?
A. For added security, an expiry date has been added to all flexecash Love2shop cards. We would therefore recommend that all cards are activated at least 12 months before expiry
Q. Can I top up the balance on my flexecash Love2shop Gift Card?
A. Please call Customer Care for more info on 0844 375 0739
Q. My flexecash Love2shop Gift Card has a nil balance, what shall I do with it?
A. We advise that you retain the card as if you need to return goods the Retailer may wish to process your refund onto your card
Q. Part of my order is missing.
A. Call our Customer Care team on 0845 717 1111 for assistance.
Q. What is the difference between Love2shop Gift Cards and vouchers?
A: With Love2shop Gift Cards any remaining balance on the card after a purchase can be spent at any redeemer stores.
Love2shop gift cards can be replaced when reported lost or stolen, gift vouchers cannot.
Funds on the Love2shop card are held in trust, vouchers are not.
You have the right of redemption on a Love2shop card for up to 6 years following its expiry, this does not apply to vouchers.
Additional services are available with the Love2shop cards including balance enquiry and text services.
Q. Where can I spend my flexecash Love2shop Gift Card?
A. Click here to view a list of Retailers
Q. I was unable to use my card at one of the retailers listed
A. To check if the retailer is listed to accept the flexecash Love2shop Gift Card, Click here to send us an email. Please click here to view a list of Retailers . If the retailer is listed please email us the details of the retailer and the store address so we can investigate further.
If the amount of a proposed purchase is greater than the available balance, your card will be declined. You must inform the cashier that your purchase is greater than the balance on the card and ask to pay the difference in cash or by another payment method acceptable to the retailer first.
Q. How will I receive a refund if I return a product purchased using my flexecash Love2shop Gift Card?
A. Refunds via retailers will be made onto your flexecash Love2shop Gift Card and if this facility is unavailable you may be presented with the Retailers own vouchers or store card.
Love2shop Cards are issued by Park Card Services who are authorised and regulated by the Financial Conduct Authority. FRN reference: 900016. All trademarks are registered to Park Group PLC. Full card terms and conditions can be found at www.flexecash.com.
Love2shop Gift Vouchers
Q. Can I spend my Love2shop Gift Vouchers in the Republic of Ireland?
A. Love2shop Gift Vouchers cannot be spent in the Republic of Ireland as the currency there is Euro and the vouchers are in Pounds Sterling.
Q. I have tried to spend my Love2shop Vouchers in store and they have been refused. What can i do?
A. Please email email@example.com advising them of the actual store you have experienced difficulty.
Q. Will I receive change from Love2shop Gift Vouchers I spend in stores?
A. No. Change will not be given if the value of your purchase is less than the value of the vouchers you are spending.
Q. How do I place an order for e-codes?
- Decide which e-codes you wish to receive.
- Once you've decided which you would like, add the required quantity to your basket.
- Once you have chosen your goods go to 'Checkout' and proceed through the steps to complete your order.
- You will receive a confirmation email from us with details of your order.
- Your e-codes will be sent in a separate email. Allow up to 4 hours for your e-codes to be delivered.
Q. How will I receive my e-Codes?
A. Your e-Codes will be sent as a unique number in an email up to 4 hours after you have completed your purchase. Once you have received your e-Code you can forward it on to a friend or use it at the relevant retailers website.
Q. Having any other issues with e-Codes?
A. Please call our customer care team on 0845 717 1111 and they will be happy to assist you.