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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 extend your voucher! We offer extensions via the My Voucher section of our website, but only when you are within 3 months of your current expiry date and providing your experience is still on sale. 

To support customers during the pandemic we extended all vouchers by 12 months to September 2021. This extended date did not show on your physical voucher, but will pull through when you visit the My Voucher page of our website using your Serial Number and Pin where you can then view your voucher options.

If you have not yet been able to enjoy your experience already, there are further extendable options available to you:

  • Free 3-month extension - Until January 2022, we’re offering a one off free 3-month extension on most of our vouchers. You can do this online over at the My Voucher page using your voucher Serial Number and Pin. 
  • 12-month extension -  For a small fee you can get a full 12-month validity extension to your voucher. This option is also available on the MyVoucher page with your Serial Number and Pin. 

To extend your voucher:

  1. Visit MyVoucher.
  2. Enter your Serial Number and Pin.
  3. Select 'Extend your Voucher' (this will only pop up for you when within 3 months of the expiry date).
  4. You can choose between our Free 3 month or Paid 12 month extension.
  5. Your current voucher will be cancelled and a brand new one issued to you, holding the extension.
  6. If you are within 3 months and do not get offered to extend, this may be because sadly your particular experience cannot be extended further and we would advise to exchange onto something else, and then extend your new experience.

As always we continue to offer free exchanges. If you fancied changing things up you’ll be able to exchange using your current voucher balance onto any of our other experiences, so you can find something perfect for you. And if needed, you can then apply an extension to your new exchanged voucher. Exchanges are also processed via My Voucher.

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 experiences are available to buy with instant E-voucher delivery. If you select this delivery option, the voucher comes via an email format and gets sent to your inbox within an hour of placing the order. Ready for you to either use, or pass on! 

 

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

A: 

Double check the estimated delivery times on your order: 

  • E-vouchers are usually within your inbox instantly, but can take up to an hour. We ask you to check your spam and junk folders in case it gets diverted there. 
  • Standard/Recorded delivery usually takes 3-5 working days to arrive. 
  • Next Day delivery, arrives the following working day if ordered before 2pm. Sent with either DPD or Royal Mail, please allow up to 8pm for delivery.

If it has been over the estimated delivery 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: 

You must book and take your actual experience before the printed expiry date on your voucher! 

Most of our vouchers are valid for between 9-12 months. Some promotional products and other vouchers may have slightly shorter or fixed validity periods, but this will always be clearly stated under the product title at the point of purchase. 

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.

Please send all voucher serial numbers & pin numbers, with your delivery address and exchange choice to info@experiences.lastminute.com and we can sort this for you! 

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.