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Frequently Asked Questions

Please use the navigation links below or simply scroll down the page to view your required answer.


Q. How do I purchase a gift Voucher?
A. Gift Vouchers can be purchased on our website. You must be 18 or over to purchase any product containing alcohol.

Q. What is Laybuy?
A. please click here for more information on Laybuy.

Q. I am having difficulties placing my order online.
A. If you experience problems placing your order, please email us at and one of our agents will be more than happy to help you.

Q. Before I purchase can you tell me more information about the experience?
A. Please either look on the activity description on the website, call us on 0844 800 2415 or email us at for more information.

Q. Can I add a special message onto the Voucher?
A. Yes, just enter your message in the space provided before completing your sale.

Q. I have a discount code and it is not being accepted.
A. The discount code may have expired. Discount codes can only be applied to non promotional experiences.

Q. I haven’t received my order confirmation.
A. We advise that you wait at least 24 hours for the order confirmation email to come through, however if you have not received this after that time please email us at

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Q. How much is standard postage?
A. £1.99 for Royal Mail First class Delivery.

Q. How long does delivery take?
A. All Voucher packs are sent first class, please allow 3-5 working days for your pack to arrive. We do have two further delivery options:

Q. How long do Traditional Gifts take to be delivered?
A. Please check under the products description on the website for the approximate delivery time.

Q. Can I use a different delivery address, other than the purchasing address?
A. Yes, but for security reasons we are unable to send Vouchers over £100 to an address that is different from the purchasers address. If you would like to purchase a Voucher for more than £100 please email us at

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Validating Your Voucher

Q. How do I validate my Voucher?
A. Your registration card/ Voucher should include step by step instructions on the validation process. If you need help with this please email us on including your activation number.

Q. My information pack says I need a gift receipt to register, I don’t have this. What can I do?
A. To enable us to process your validation we do need a copy of the original receipt or gift receipt. We can also accept a copy of a bank statement showing the purchase transaction.

Q. I am having trouble validating online, can I validate another way?
A. If you are unable to validate online please follow the prompts online to submit an email enquiry where, once received, a member of our customer support team will be happy to assist you further.

Q. I want to validate for an experience not listed within my information. I have seen an experience on your website which suits my needs better than the Voucher I have, can I validate for something different?
A. Yes, simply complete the activation process as directed on your Voucher, you will need to select an experience within your pack first, once done you will be taken to the main menu, where the Exchange option will be shown.

If you select an activity worth more than the value stated on your voucher, you will be required to pay the difference.

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Q. How do I book my experience?
A. To view full booking details please go to and enter your details, please ensure the Voucher and Activation number do not have any spaces or hyphens. Please then follow the online prompts and use the contact details next to your chosen location to book a date.

Q. Do any of the experiences have restrictions?
A. For safety reasons, some experiences have certain size, age and health restrictions, you can find this under the Need to Know section in the Activity Description on our website. You are required to notify Activity Superstore and/or the experience provider of any relevant medical condition. You must be 18 or over to purchase any product containing alcohol.

Q. Does my experience need to be taken or just booked before the expiry date?
A. You will need to have booked and attended your experience before the expiry date or the Voucher will become invalid.

Q. I have booked a date for my experience; can I cancel or change this?
A. We are unable to cancel or change the date or time of the experience once it is booked.

Q. What happens if my experience is cancelled due to weather by the experience provider?
A. If your experience is cancelled due to weather we will happily rebook you in for the next available dates. Please check upon cancellation of the rebooking procedure if booked directly with the experience provider.

Q. I cannot attend my booking due to illness, do I lose the Voucher?
A. Should you need to cancel your experience at short notice, owing to illness or accidental injury to yourself or the death of an immediate family member, it may be possible to rearrange your experience through a replacement Voucher. Please email us at as soon as possible.

For all claims you may be required to provide medical documentation such as a copy of a Doctor’s note. Please note our Cancellation Cover does not cover pre-existing medical conditions.

Q. I have lost my Voucher, what can I do?
A. Please kindly email us at, with your voucher number and we will be happy to try and help.

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Q. Can I change my Voucher for a different experience?
A. Yes, your Voucher can be exchanged for another Voucher, up to the face value stated on it. Simply visit to view all experiences available. Please note Activity Superstore promotional/special offer products and tangible gifts are excluded from the list of exchangeable products.

Q. How do I exchange my Voucher?
A. You can exchange online at

Q. Are there any restrictions on how many times I can change my Voucher?
A. Vouchers can only be exchanged twice.

Q. Is there a fee to exchanging my Voucher?
A. There is no fee for exchanging.

Q. Can I exchange to an experience that is more than the face value of my current Voucher?
A. Yes, but you will be required to pay the difference in price. You can do this by emailing us at or by sending in a cheque made payable to Activity Superstore Ltd.

Q. How long does the exchange process take?
A. Once you have processed the exchange online, you will receive an E voucher within 24 hours.

Q. Does exchanging my Voucher extend the expiry date?
A. No, the expiry date remains the same as on your original Voucher.

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Q. Can I extend the Voucher expiry date?
A. Yes, it can be extended for a further six months. The Voucher can only be extended once and must be done whilst the Voucher is valid. Promotional Vouchers cannot be extended.

Q. How much is the extension fee?
A. There is an administration fee of £20.00.

Q. How do I extend my Voucher?
A. To extend your voucher please visit To extend by email, just email us at with your contact details and we will contact you and guide you through the process. In both cases, you will need to retain your original Voucher.

Q. If I pay for an extension will I receive a new Voucher?
A. No, keep the Voucher you have. You will receive confirmation either via email or a letter. You will need to take extension confirmation as well as your Voucher on the day of your experience.

Q. I have lost my extension letter, can it be resent?
A. Yes, please email us at quoting your Voucher number and request a replacement letter.

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This policy applies to Vouchers purchased online through or

Q. I no longer require the Voucher, can I have a refund?
A. If you are not satisfied with your Voucher pack, please call us within 28 days of purchase and we will happily arrange a full refund on receipt of your Voucher. Please return your Voucher to The Activity Superstore Ltd, 1st Floor, 41-45 High Street, Saffron Walden, Essex, CB10 1AR. Refunds will be paid back onto the credit/debit card used to place the original order. Refunds cannot be issued once you have registered or booked a date with the experience provider.

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