Frequently Asked Questions

Please visit My Account and enter the email address you used to register with. Then, click the link for "Forgotten Password?" which will bring up another box for you to re-enter the email address. Click "Get Reset Link". The following message will then appear for you - 'A link to reset your password has been e-mailed to you'. Once the email has been received, simply follow the instructions given (if it doesn't arrive, please check your junk folder).

You can sign up by entering your email address in the box at the bottom of any page on the site. You will then receive our newsletters.

Visit our Unsubscribe page and enter the email address that has been subscribed. Please give a reason and select the communications that you would like to unsubscribe from.

Yes

Exclusive discounted prices, early access to special offers, and free gifts. You will receive dedicated Rewards Club emails sharing our fantastic member offers.

All you need to do is enter your email address and opt to join the Rewards Club.

Use our convenient top navigation of most popular gift categories – it's on every page so will always be to hand.

If you know exactly what you're looking for, simply search for the product you're after, in our search bar, at the top of every page.

If you've found everything you're looking for, then begin our checkout process. Just click on the basket icon at the top of the page to view your selection and make any last-minute changes, and/or click on the Checkout Now button to complete your order. Our basket page will calculate an estimated shipping cost, so you get an idea of the overall cost.

Add a delivery address, choose which service you wish to use for delivery, check over your order and enter a Discount Voucher Code, if you have one before entering your payment details and submitting your order. After completion, you will receive an email confirmation of the order. We offer Checkout with Credit/Debit Card, Google Pay, Apple Pay and Paypal to speed up the process.

When you go to add any of our gifts into the basket, underneath the green ADD TO BASKET button you will see a green tick - this shows stock is available. If there is a red cross, then sadly the item is currently out of stock. Hopefully we will be getting some more in, so you can purchase it when it does become available again.

To help alert customers of low stock levels we do say 'Only X left in stock'. If you require a lot of units of an item then it's best to send our Customer Service Team an email and if we don't have enough we will do our best to get you the quantity you need.

No, you don't have to register to place an order, you can simply check out as a guest. But there are great advantages to joining the FMAG family. As a registered customer, you'll be able to track the progress of orders placed. You can also save your address details for future use making shopping quicker and easier! Also, consider joining our Rewards Club which gives you access to exclusive pricing and offers.

Yes, you can place an order by calling us on 01926 818800. However, for personalised orders, we do prefer for these to be done online, to avoid human error when communicating personalisation details to us. We will do our best to help you with the process and make it as pain free as possible.

No.

Our website is open 24/7. Our Customer Service Team are available from 09:00 - 17:00 Mon - Fri (excluding public holidays).

Yes, just enter the delivery details in the Checkout.

No, this is not possible at the moment.

Some products will offer this and will be available on the product page when adding to your basket. Otherwise, no, this is not available for other gifts.

When you place an order directly through our website, all the personalisation entry fields will be available for you to complete. Your personalisation is printed exactly as you enter it, so please check what you have entered, as we do not check these details before sending into production

Yes, you can add a free gift message at the basket stage, before checking out.

Yes, we offer discounts through some of our affiliate partners, such as Blue Light Card, TOTUM, and more. These are subject to change so please check with each provider.

Please contact our Customer Service Team to discuss your requirements and any discounts will be considered on a case by case basis.

We endeavour to process orders as soon as we can, so once the order has been completed it is very hard for us to alter any information on the original order. Please contact our Customer Service Team as soon as possible and we will try our best to locate your order and make the requested changes. However, if it has already been processed then regretfully, we will not be able to change it.

It may be possible to change or cancel an order for personalised items only. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change or cancellation before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change or cancel is outside of these hours, the order will begin processing, and therefore cannot be changed or cancelled.

Please see our Returns page for information about returning an item to us.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

We do not offer an Express delivery service, we offer a Standard and Next Day delivery service. It may be possible to change the delivery service for personalised items only. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change is outside of these hours, the order will begin processing, and therefore cannot be changed.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

It may be possible to change your personalisation details. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change is outside of these hours, the order will begin processing, and therefore cannot be changed.

Please see our Returns page for information about returning an item to us.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

It may be possible to change or cancel an order for personalised items only. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change or cancellation before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change or cancel is outside of these hours, the order will begin processing, and therefore cannot be changed or cancelled.

Please see our Returns page for information about returning an item to us.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

Yes, as soon as you complete your order, a confirmation email will follow shortly.

Have you checked your spam folder? It might also be that you've just mistyped your email address or entered an old one that you no longer use. Please contact our Customer Service Team and we can look at this for you.

If we discover that stock is not available after the purchase has been completed, a member of our Customer Service Team will contact you to discuss the order. It may be that stock may be available in the very near future, or they may offer an alternative. An exchange or refund will also be possible.

No, there will be no prices shown on any paperwork sent out with the gift.

Our apologies if we missed a gift from your order. Please contact our Customer Service Team and we can arrange for your missing item to be sent to you. Please remember that some items will be despatched to you in different parcels, from one or more of our trusted partners.

Delivery times will vary depending on your selected shipping method. If you're not sure, please check your order confirmation email. Made-to-order (including personalised) items, may take a little longer due to their individual production lead time (see the respective product page for more info). You can also track your order by visiting your Account page. If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions. If your order should have been delivered by this point, please contact our Customer Service Team.

Sorry! We do try our hardest to make sure errors don't occur but sometimes mistakes happen. Please contact our Customer Service Team (link to default "I've received the wrong item on the contact us page) and let us know what you should have received and what you received in error, so we can then send out the correct item for you and arrange the return of the wrongly delivered item.

Please check the packing slip included within your parcel. It should tell you what your box should contain. Made-to-order (including personalised) items are sent separately as they take longer to despatch.

It could also mean that, sadly, we didn't have one or more of the gifts you've ordered and rather than making you wait and holding your whole order we've sent what we did have, out to you first. If this is the case the remaining items will be sent on as soon as we do have them at no additional cost to you.

If none of this applies, please contact our Customer Service Team.

Yes. Many Gift Experience Vouchers can be exchanged for another experience of equal value, subject to terms and conditions.

Buying a Gift Experience Voucher has many advantages over a physical gift, some of which are: -

• They are memorable and meaningful
• Great for people "who have everything"
• A wide choice, perfect for all personalities and moods
• They'll have a great story to share for years to come
• Flexible booking dates, they can pick the best place and date for them
• They will have 12 months to redeem
• Most available at locations across the UK
• They are exchangeable

No. You do not need to choose a date when purchasing a Gift Experience Voucher.

The recipient selects their preferred date and location after receiving and validating their voucher.

You will recieve an email with a pdf attachment, an example of which can be viewed by clicking this link.

Yes, you can add a free gift message at the basket stage, before checking out.

No additional charges will be applied for the Gift Experience that you are purchasing. Hotels and driving experiences offer optional upgrade fees at the point of booking. This can range from weekend availability, room options, alternative cars and additional insurance.

It's natural to feel that a gift experience voucher might seem impersonal, but a Gift Experience Voucher is really about giving moments, not things. It gives your recipient an experience that sparks joy - whether it's laughter, relaxation, adventure, or sparking some creativity. Unlike a physical object, it creates memories, shared stories, and feelings that last far beyond the day itself. In that sense, it's a deeply thoughtful, personal and meaningful gift because of how it will make them feel. If you still feel that a voucher is not thoughtful enough, you could pair it with a physical gift linked to the experience eg. fluffy slippers with a spa day or exotic tea blends with an afternoon tea. You could also wrap the voucher creatively and make the unveiling an experience in itself. Giving the gift of experience and memory making is 100% thoughtful.

Yes, if you would like to check a specific location/date availability for a Gift Experience before purchasing, please contact our Customer Service Team who will be glad to guide you. However, they do not hold live availability so we cannot guarantee that the availability quoted will still be available after the Gift Experience Voucher is purchased.

The pricing of experiences is dependent on a number of factors, primarily the venue and/or provider of the experience. Some almost identical experiences may have different providers and providers may charge differently.

Please contact our Customer Service Team to discuss your requirements and any discounts will be considered on a case by case basis.

There may be height and weight restrictions depending on the type of experience. Any restrictions are detailed in the individual product descriptions. These can also be found when viewing the experience/location on usemygift.com

No, the validity of 12 months starts on the day of purchase.

Most of our Discount Voucher Codes are redeemable against any product, however a very small number are excluded from these discounts. Also, from time to time we may run an offer which specifically excludes items already discounted on the site.

On a Standard shipping service, it will take 2-5 working days to reach you. On a Next Day service, the pack will be delivered the next working day if ordered by 2pm (Mon-Fri); otherwise, the following day.

Within 15 minutes

Yes. Non-Gift Experiences are despatched from different trusted partners, depending upon the gifts you have purchased.

Your eVoucher will be sent to you as a PDF attachment to an email. Open the attachment from either a phone or desktop computer and print to an available printer.

The voucher barcode can be scanned to see the value, the price will also be visible when the voucher is validated.

12 months from the date of purchase. The validity of the voucher may be extended for a small admin fee but please contact us before expiry.

Availability varies by experience, some have open dates throughout the year; others have limited or seasonal slots. It's best to book early, especially for popular options (eg. weekends, holidays).

Recipients can choose alternative dates or, in most cases, exchange the voucher for a different experience of similar value.

If the provider withdraws an experience, we will help you book an equivalent alternative or issue a refund as appropriate.

Availability varies depending on:

• Season
• Location
• Popularity
• Weather conditions (for outdoor activities)

If preferred dates are unavailable, recipients can:

• Select alternative dates
• Choose another available location (if offered)
• Exchange the voucher for a different experience

No, the recipient will visit usemygift.com and enter the activation code printed on the Gift Experience Voucher. This then validates the voucher. The recipient can then view all information about that experience along with the location(s) offered. Once they are ready to book, they will either be asked to contact our Customer Service Team to make the booking or asked to book directly with the supplier. Just 2 steps; validate the voucher and book when ready.

The experience would only ever be cancelled, if the experience is outdoor based, in the event of extreme weather conditions or other extenuating circumstances beyond the providers control. The cancelled experience would normally be rebooked between the recipient and the provider. If this isn't possible, then please contact our Customer Service Team to resolve.

We can send you a new voucher, in the format you originally received it. To request, please contact our Customer Service Team.

No, but if you wish to check a specific location/date availability before purchasing, please contact our Customer Service Team who will be glad to guide you. However, they do not hold live availability so we cannot guarantee that the availability quoted will still be available after the Gift Experience Voucher is purchased.

Extensions may be possible, please contact our Customer Service Team with your voucher details as soon as possible.

Yes. Many Gift Experience Vouchers can be exchanged for another experience of equal value, subject to terms and conditions.

If you change your mind before the voucher is redeemed, we can help with an exchange or refund within 30 days, subject to Terms & Conditions.

Our first suggestion would be to speak to the provider whilst they are on the experience to try and resolve any issues they are not happy with. If it is after the event and they are not happy with the experience, then they can contact our Customer Service Team to discuss a resolution.

The recipient can exchange their Gift Experience Voucher for a more suitable experience when they visit usemygift.com to validate their voucher. They can exchange for an experience of equivalent value or select a more expensive experience and pay for the difference in value.

It is not necessary to physically return a Gift Experience Voucher if an exchange or refund has been requested. If you wish to get a refund for a Gift Experience Voucher, please contact our Customer Service Team.

Yes, if the voucher has not yet been validated, you can certainly gift it to someone else. If the voucher has been validated, then please contact our Customer Service Team to arrange the transfer of the voucher to the new recipient.

No

Yes, if the voucher has not yet been validated, they can redeem your voucher. if the voucher has been validated, then they would need to contact our Customer Service Team to arrange the transfer of the voucher to them. If you are concerned about someone using your voucher without your permission, then please contact our Customer Service Team.

Yes. Customer security is a priority; we are secure and we have the certificates to prove it! You can find details of our online security partner on the basket page, which will reassure you that we are a safe and secure website. We have completed 8m safe and secure transactions in the last 20+ years.

We accept VISA, Mastercard, Paypal, Google Pay and Apple Pay. Unfortunately we no longer accept cheques or postal orders.

Yes. Customer security is a priority; we are secure and we have the certificates to prove it! You can find details of our online security partner on the basket page, which will reassure you that we are a safe and secure website.

Yes. Checkout with Paypal is a fast, safe and easy way to pay on our website. Simply select Checkout with Paypal instead of our own checkout button and you will be directed to log in to your Paypal account to verify payment method and delivery information. You will then be directed back to our website to complete the order process.

Yes. Paypal Pay Later offers 3 interest-free monthly payments, subject to eligibility, on orders of £30 or more. Paypal Credit offers 0% interest for 4 months on purchases over £99, again subject to eligibility. Please log in to your Paypal account for more information and the T&Cs.

Yes! We want to make your shopping experience as easy as possible, and saving your card details couldn't be easier. Please tick the save card details box at the end of the order process.

No

Payment will begin processing as soon as you complete your order. The time it takes for the payment to leave your account will be dependent on your payment provider.

When a payment is declined, a reason will be displayed on the screen. For more information on the payment failure, please contact your payment provider.

This may have happened because the session you were in during the checkout timed out. Payment could have been taken a second time during a new session. Please contact our Customer Service Team, they will be happy to resolve.

A pending payment is a payment that has been requested, authorised and held but not as yet actually left your account. Payments can take up to 5 working days to process.

Yes, please contact our Customer Service Team to arrange.

It will depend on the gift selected. For most gifts, there will be a Standard and a Next Day delivery option. Each product description will detail which delivery options are available.

No. We would love to deliver our items all over the world, but sadly there are importing restrictions and costs which makes it a service we cannot offer at the moment. Some of our despatching partners also do not ship to Northern Ireland.

Select your chosen UK delivery method, and your shipping charge will be determined and adjusted for your shipping address and the weight of your package. You will be able to see the final delivery cost before confirming your order. Unfortunately, this is at a higher price than mainland UK deliveries because additional/different couriers have to be used. At the moment, deliveries to all PO Box addresses and European/international destinations are not possible.

Where possible we will despatch orders to offshore locations and the Highlands using Royal Mail 1st Class Post or via other courier options. Some of our despatching partners, however, do not ship to Northern Ireland. Please be aware that some larger/heavier products and orders may incur additional charges.

Your delivery options will be displayed on the checkout page and will be calculated for the items in your shopping basket. If you have any questions, please ask our Customer Service Team.

Yes for Gift Experience eVouchers; these are emailed within 15 minutes of ordering. For all other items, we are unable to offer a same day delivery service unfortunately.

Yes, for the majority of gifts. However, some of our trusted partners do not offer a Next Day service. Each product description will detail the delivery options available.

We do not offer that option. However, some couriers and Royal Mail may deliver on a Saturday, but we cannot specify a Saturday delivery.

Delivery is only free for Gift Experiences purchased with other non-Gift Experiences.

The delivery service provider varies depending on the gift selected and service chosen. If you wish to know which courier/service will be used for a gift you are considering purchasing, then please contact our Customer Service Team.

No, we do not have a Click & Collect service at this time.

This depends on the delivery service you have selected. "Standard" delivery will take 2-5 working days after despatch. "Next Day" will be with you the next available working day after despatch.

Some gifts, including personalised items, are made to order. Production will begin once you have completed your order. The production lead time varies between items, so please see the individual product description for more information. The item will be despatched on the service you have opted for, once the item has been produced. Eg. if an item has been purchased on a Standard service, and takes 5 days to produce, the item will take between 7 and 10 days to reach you. If an item is ordered on a Next Day service, the order will be despatched on this service after the item has been made.

On a Standard shipping service, it will take 2-5 working days to reach you. On a Next Day service, the pack will be delivered the next working day if ordered by 2pm (Mon-Fri); otherwise, the following day.

This will vary from product to product. You can check the specific product pages for production lead times. These made-to-order gifts are produced specifically to your requirements and although we try to offer you a quicker delivery service, we can only do this once they've been made. Eg. if an item is ordered on a standard delivery service, and takes 5 days to produce, the item will take between 7 and 10 days to reach you. If an item is ordered on a Next Day Delivery service, the order will be despatched on a Next Day Delivery service after the item has been manufactured.

eVouchers should arrive in your inbox within 15 minutes.

Yes. Non-Gift Experiences are despatched from different trusted partners, depending upon the gifts you have purchased.

It will depend on the gift and delivery service chosen. Each product description will detail the delivery options along with their costs.

No, there will be no prices shown on any paperwork sent out with the gift.

We do not offer an Express delivery service, we offer a Standard and Next Day delivery service. It may be possible to change the delivery service for personalised items only. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change is outside of these hours, the order will begin processing, and therefore cannot be changed.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

Yes, visit our Order Tracker, enter the email address that was used to place the order (or email address associated with the payment type you used) and you will be able to view all orders placed within the last 60 days. The delivery status of these orders will be shown. If you have an account and are logged in to My Account, you will see all orders placed with their delivery status, plus more detailed order information.

Please allow 2-5 working days for Standard delivery and 1-2 working days for Next Day orders. Orders sent directly from one of our partners are not always tracked. For made-to-order items, please allow for the production lead time on top of the above shipping estimates. Your order confirmation email will estimate the date of shipping. If you have an account, please log in to see the order status.

Please 1. check if someone else at your address has accepted it 2. check around the delivery location as your parcel may have been left with a neighbour or in a safe place like a porch or garage. 3. Look for a notification of attempted delivery, you may find an attempted delivery notice in your letter box or on your door. Follow the instructions on that notice to request redelivery or to arrange collection of the parcel. 4. Check your delivery address is correct. If all of these checks have been carried out, please contact our Customer Service Team who will help you in locating your parcel.

Both Royal Mail and our Couriers will leave a 'delivery attempted' card. Royal Mail will try and deliver to your immediate neighbours; otherwise, they'll return your parcel to the Local Sorting Office, to await your contact.

Our couriers will generally attempt to deliver the following day, before holding your parcel at their sorting depot. If you have any problems, or are unsure of what to do, just contact our Customer Service Team who are always happy to help.

Once you have added your chosen item(s) to the basket, you will find a box, right at the top, on the basket and payment pages, where you can enter your discount voucher code. Copy and paste the code, as these are case sensitive, then hit Add! The discount will then show for you.

It could be that the T&Cs of the discount voucher code haven't been met, this could include minimum spend requirements (excludes delivery). Also, our discount voucher codes don't always work with other offers, such as sale items; so this might be the problem. One other thing to check; is the discount voucher code still valid and hasn't expired? If, however, none of this helps, then please contact our Customer Service Team. Discount voucher codes must be applied before completing your order; they cannot be used retrospectively and cannot be exchanged for cash, or in conjunction with any other offers.

Only one discount voucher code can be used per order.

No, this will not be possible.

Most of our discount voucher codes are redeemable against any product, however a very small number are excluded from these discounts. Also, from time to time we may run an offer which specifically excludes items already discounted on the site.

Most of our Discount Voucher Codes are redeemable against any product, however a very small number are excluded from these discounts. Also, from time to time we may run an offer which specifically excludes items already discounted on the site.

Yes, we offer discounts through some of our affiliate partners, such as Blue Light Card, TOTUM, and more. These are subject to change so please check with each provider.

Some discount voucher codes may not be used against purchases of sale items but this will be specified when the discount voucher code is advertised.

Yes, the expiry date will vary from code to code.

Yes, please visit our Returns page for more information, but refunds will only be issued for the original transaction value ie. the discounted price.

It may be possible to change or cancel an order for personalised items only. Orders are usually processed within 15 minutes of order completion so you will need to be logged into your account to request the change or cancellation before it has been processed, after which it will not be possible. Our Customer Service Team work 9am-5pm (Mon-Fri), so if the request to change or cancel is outside of these hours, the order will begin processing, and therefore cannot be changed or cancelled.

Please see our Returns page for information about returning an item to us.

If you do not have an account, you can still register by visiting our Account page. Enter the email address used when placing the order and click on the "Forgotten Password?" link. A box will appear for you to re-enter the email address. Click "Get Reset Link" and a password reset email will be sent to you. When you receive the email, please follow the instructions.

We know that some of our products aren't for everyone. You have 30 working days to return an unwanted gift, simply go to our Returns page, print off the relevant form and fill it in, then just pop it back in the post to us and, provided it is still in its original condition and packaging and hasn't been used, we will happily refund the item cost.

Refunds can take up to 14 days to be processed. You will need to pay the return postage cost. Please do check our Returns page and T&Cs for more details.

Please go to our Returns page for more information and instructions. We will, of course, replace the item and refund you the postage cost of returning it to us. If you do not want the item replaced, please be sure to let us know when you contact us so that a full refund can be issued when the item is back with us.

30 days from when you receive your item.

Yes, you can within 30 days of receipt (with a few exceptions). Please visit our Returns page for more information.

Yes. Please contact our Customer Service Team to discuss the exchange.

Yes, if the item was received faulty or damaged but not if you wish to return an unwanted gift.

Our returns policy is unaffected by the price the gift was sold at. Please see our Returns page for more information.

Our Returns page will provide details and instructions for returning items.

Yes, please visit our Returns page for more information, but refunds will only be issued for the original transaction value ie. the discounted price.

If you change your mind before the voucher is redeemed, we can help with an exchange or refund within 30 days, subject to Terms & Conditions.

It is not necessary to physically return a Gift Experience Voucher if an exchange or refund has been requested. If you wish to get a refund for a Gift Experience Voucher, please contact our Customer Service Team.

The cost of returning unwanted items is not covered by us. We will cover the cost of returning faulty or damaged items. Please see our Returns page for more information.

Yes, if the item was received faulty or damaged. No, if the refund is for an unwanted item.

Refunds will begin processing once the returned items have been received back with us. The funds can take up to 14 working days to be refunded to your account.

Refunds will begin processing once the returned items have been received back with us. The funds can take up to 14 working days to be refunded to your account.

No, unfortunately not at the moment.

We aim to answer all emails within 72 hours (Monday - Friday). If you haven't received a response within this time, please check your spam/junk folder in the first instance. Please then call us on 01926 818800 after 72 hours rather than sending multiple emails, as this often pushes your message further down the inbox.