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FAQs

Q: How do I book my experience?

A: 

All the information you’ll need to book and take your experience, including contact details for the experience provider/s, can be found online when you activate your voucher. This can be done via - https://experiences.lastminute.com/MyVoucher/

 

Q: Can I exchange my voucher?

A: 

Absolutely, right up until one day before your expiry date. To process the exchange simply enter your voucher serial number and pin number into the following link https://experiences.lastminute.com/MyVoucher/

 

Remember your current expiry date will carry over onto the new voucher you exchange for.  If you require an extension on your voucher this can also be done in the 'My Voucher' section of the website

If you exchange onto something that is of less value, simply use your original voucher and follow the same process as above, and it will allow you to use the remaining balance to process a second exchange.

*Vouchers purchased corporately or obtained through a competition win cannot be exchanged. Event tickets and Ritz vouchers are also exempt from exchanging. 

Q: Can I extend my voucher?

A: 

Yes you can! 

While government restrictions relating to the COVID-19 virus apply, we will be offering free extensions to allow all our customers to enjoy their experience when these no longer apply. 

Please just visit https://experiences.lastminute.com/MyVoucher/ to extend online, you can extend your voucher from up to 3 months before your voucher is due to expire and up to 3 months after it has expired. We will issue with a new e-voucher for you to use which will replace your current voucher. 

We are aware that a small number of customers are unable to extend online:

  • If your voucher says its ‘already been redeemed’. This is likely to be because the supplier had redeemed your voucher prior to the stricter lock down measures. We encourage you to talk to the supplier directly about rebooking, if you are unable to, then please contact us with as much information as possible and we will do our best to resolve this for you.
  • If your voucher says ‘it cannot be extended’ This is likely to be because we no longer have the experience available, in this instance you can exchange your voucher onto a product that can be extended.  You can do this online, or feel free to get in touch and we’ll be happy to help - info@experiences.lastminute.com.

Q: Can I have a refund?

A: 

We are happy to refund your experience voucher within 30 days of the original purchase, if your experience has not yet been booked/exchanged/extended (providing you have not purchased an event ticket).  To request a refund please email us -info@experiences.lastminute.com

Q: What does the experience pack look like?

A: 

The voucher and accompanying information are presented inside a smart wallet and can be pre-printed with your personal message. 

All gift packs are sent under plain cover. The pack 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).

Q: How long will the pack take to be delivered?

A: 

  • Standard and recorded delivery usually takes 3-5 working days, all orders sent via Royal Mail. However please allow a little longer for delivery at the moment. For the latest Royal Mail updates their website.
  • If you selected next day delivery, orders placed before 2pm Monday-Friday will be delivered the next working day. Orders are sent via DPD. 
  • If you ordered your voucher an emailed E-voucher, be sure to check your Spam and Junk folder in case it has been diverted there. 
  • If you need to present your order urgently, you can print a temporary gift certificate which you can give to your recipient whilst you wait for the pack to be delivered. 

 

 

Q: If I need an instant gift can I get one?

A: 

Majority of our experieces are available as intant E-voucher delivery. If you select this delivery option it gets sent to your inbox within an hour of placing the order.
If you have chosen a postal delivery but need something to gift on to the recipient before that arrives, you can print a temporary gift certificate which you can then give to the recipient whilst you wait for the pack to be delivered. Kindly note that this temporary certificate is not a voucher and cannot be redeemed for an experience.

Q: My order hasn’t arrived. What shall I do?

A: 

 

  • Standard and recorded delivery usually takes 3-5 working days, all orders sent via Royal Mail. However please allow a little longer for delivery at the moment. For the latest Royal Mail updates their website.
  • If you selected next day delivery, orders placed before 2pm Monday-Friday will be delivered the next working day. Orders are sent via DPD
  • If you ordered your voucher an emailed E-voucher, be sure to check your Spam and Junk folder in case it has been diverted there.
  • If you need to present your order urgently, you can print a temporary gift certificate which you can give to your recipient whilst you wait for the pack to be delivered.

If it has been over the recommended time and your order has still not arrived, please do reach out to us via email with as much information as possible and we can look into this for you - info@experiences.lastminute.com 

Q: How long will I have to use my voucher?

A: 

Most of our vouchers are valid for 9 months and you must book and take your experience before your voucher expires.  Some promotional products and other vouchers may have longer or shorter validity periods, but this will be clearly stated on our website.

Q: Can I combine the values of two or more vouchers?

A: 

If your voucher holds a face value to it, then yes, you can merge them together to use as one balance. If your voucher was donated, a competition win, a tangible item, corporately purchased or does not hold a face value we are unable to use it with another voucher to create a bigger balance.

Our online system cannot currently merge vouchers together, so our friendly team will need to process the merge/exchange for you. Drop us an email - info@experiences.lastminute.com

Q: I have a question about my lastminute Experience Voucher?

A: 

Please note, we are only the experience voucher side of lastminute, so can only assist with queries relating to these. If your query is in regards to any other side of lastminute, such as Flights, Direct Hotel stays, Packages, Holidays or  direct theatres bookings then please proceed to my account area on lastminute.com as we will not be able to assist you further and have no access to their systems or customer service team.

If your query is about an experience voucher only and you need to reach out to us, please drop us an email via info@experiences.lastminute.com and our friendly team can assist you!

Q: How do I contact lastminute about my Flight or Holiday?

A: 

If your query is about the main areas of lastminute, such as Flights, direct Hotel stays, Packages, Holidays or direct theatres bookings then please proceed to my account area on lastminute.com, check their help section where you can find their phone number or access to their social media channels.