Delivery

All gifts and experiences can be sent to you, directly to the recipient, or to another address at your request. If an experience pack goes astray in the post, we will provide a duplicate free of charge. Please inform us as soon as possible if you believe this has happened so we can do our best to deliver the duplicate in time.

Courier Service

To guarantee next working day delivery of your gift pack to UK mainland addresses, we recommend our courier service. Orders received by 4pm on a working day Monday to Friday will be delivered the next working day.

Details of this non-refundable courier service are as follows:

• Delivery on a working day Monday to Friday - £8.95 for up to five packs to the same address
• Orders placed on a Friday before 4pm will be delivered on Monday
• Orders placed on a Friday after 4pm, or at weekends, will be delivered on Tuesday
• Delivery on a Saturday - £25

Our courier will deliver at any time up to 5.30pm. Signatures are obtained where possible, but they are not required. The pack will fit through most letterboxes.

Overseas

We can send up to three Red Letter Days voucher gift packs by standard first class post to an address outside of the UK and Channel Islands for £7.50. Please allow extra time for delivery.

If courier delivery is required for Northern Ireland, Isle of Man or anywhere else outside UK mainland, please contact our Customer Experience Centre on 0845 640 8000 as delivery times and charges will vary.

Christmas

Last order dates, delivery times, opening hours and courier charges may change over the Christmas and New Year period. For seasonal variations see our website homepage or call our Customer Experience Centre.

Terms and Conditions

Flexibility, Refunds and Cancellations

All Red Letter Days experience gift packs contain a voucher which is evidence of a payment for a given experience. Except as specified herein payment is non-refundable. Each voucher will show a voucher reference and a security code, which must be quoted when dealing with Red Letter Days and will be used to identify your payment. Vouchers and the associated references must be kept safely and securely. Red Letter Days will take no responsibility for any loss you may incur as a result of voucher theft, impersonation or identity fraud.

The voucher expiry date will be printed on the voucher and will usually be at least seven months from date of purchase. You must book your participation date with Red Letter Days, either online or by phone, before this date, or the voucher will cease to be valid. The participation date for an experience can be any available date up until 31 December of the calendar year following the year of purchase.

Red Letter Days Gift Experience Cards purchased from other retail outlets are valid for 12 months from date of purchase.

a) Flexibility All vouchers are totally flexible and can be used to book any other experience available. There will be no charge for exchanging, however if your chosen experience is higher in price than the value of your original voucher, you will be required to pay the price difference. If your chosen experience is lower in price, the difference will be held as credit to use against any future purchase. This credit can be used until the end of the calendar year following the original year of voucher purchase and is non-refundable. If you are issued with new references and security codes, please quote these in future dealings with us. A new experience gift pack will only be issued to you if specifically requested. Red Letter Days reserves the right to make additional charges for the costs of issuing a new gift pack.

Flexible gifting options such as Gift Cards, colour coded Flexible Experience Packs and 'Perfect for...' Gift Vouchers are designed to allow the recipient to choose from a selection of Red Letter Days experiences. Like standard vouchers, they can also be used to book any other experience available subject to the conditions listed above. Although the selection detailed in the gift pack is correct at the time of printing, it may change from time to time.

b) Refunds We are happy to make refunds on unbooked vouchers bought direct from Red Letter Days within 14 days of purchase. Where dates have already been booked, refunds within 14 days are subject to our Cancellation policy (see below). Refunds are always made to the person who purchased the experience, and if originally purchased by credit or debit card, the refund will be credited to the same card. If the voucher was purchased direct from our concessions in Bluewater, Lakeside or Brent Cross Shopping Centres, receipts must also be produced as proof of purchase. Red Letter Days Gift Experience Cards purchased from other retail outlets are non-refundable.

Most experiences can be exchanged for other booking options via our website, however should you wish to upgrade a voucher or make a refund request, please contact us directly on 0845 640 8000.

If your voucher has been purchased through one of our Corporate Points Schemes, any refunds issued will be in the form of credit to use on future Red Letter Days purchases.

Tangible gift orders can be cancelled within 7 working days of receipt of the goods, and a refund paid, provided we have been notified in advance and the goods have been returned intact to the address we specify in their original, unused condition. In the event of non-delivery, despatch error, shortage or if damaged goods are received, please notify us as quickly as possible.

c) Cancellations Should you need to re-schedule or cancel a booking you have already made, we will always do our best to help. We usually require cancellations to be confirmed at least 21 days before the experience date and we will notify you of any variations to this cancellation period at point of booking. As policies do vary from venue to venue, please note that cancellation may not always be possible. Should you need to cancel at short notice within this period, you may be covered by our Cancellation Guarantee (see details below).

Sometimes we have to cancel an experience for reasons beyond our control, such as the weather or mechanical breakdown. We will do our best to notify you as soon as possible and do everything we can to offer an alternative date or time. We regret that, in these circumstances, Red Letter Days is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.

Restrictions

Certain experiences are subject to minimum or maximum requirements specified by our suppliers; e.g. age, health, height or weight. We will confirm with you at the time of booking if any restrictions apply to the participant. Once booked, you may be liable for charges if you cancel because the minimum requirements are not met. Full details are included in all correspondence and we recommend you read this carefully as soon as you receive it.

Experience Description

The information provided by Red Letter Days in our brochure and our gift packs about each experience is correct at the time of print. However, the content or format of experiences may change slightly during the year. Current details of each experience are available on our website or by calling our Customer Experience Centre and are included as part of your booking confirmation. Your participation is conditional on your acceptance of the experience description detailed in your booking confirmation. Please check these details carefully upon receipt.

Experience Images

The images used to illustrate tangible gifts or experiences, particularly those that take place at more than one location, are used as an indication only. The vehicles, craft, machines, animals and settings at each venue do vary.

Experience Venues

The Red Letter Days network of suppliers includes many of the UK’s best experience venues. We are always adding to the locations we offer, but occasionally we may need to withdraw venues featured here for reasons beyond our control. If your preferred location is withdrawn, you will be offered alternative venues wherever possible, but please note this is likely to be at a different location or with a different supplier. Where locations are stated as ‘UK wide’, locations may be limited in some areas. Each venue has its own terms and conditions (available upon request) and your participation is conditional on your acceptance of these.

Session Lengths

Session lengths are approximate, vary from venue to venue and are given simply as an indication of the time you will spend at the venue. Unless stated otherwise, you will usually be taking turns with other people and there may be waiting time involved. We give itineraries as a guide only and the running order of an event may change.

The Weather

Some Red Letter Days experiences are dependent on the weather and we will advise you if you need to call to check the weather before setting out. If your experience is cancelled due to the weather you will be able to re-book, but your re-booked experience remains subject to weather conditions.

Availability

All our experiences are offered subject to availability. The most recent information on dates when an experience is available may be found on our website or by calling our Customer Experience Centre. We will do our best to secure your preferred choice of dates. To help us, please book as early as possible, preferably at least 28 days in advance or further for peak dates such as weekends or holiday periods. Where no dates are currently available for a valid experience, you can either select an alternative or ask to be added to a priority waiting list so that we can notify you once new dates are released. Bookings are not confirmed until you receive confirmation in writing from us. For some experiences we may ask you to return the original voucher to us before we can confirm your booking. You should not make any arrangements in connection with the experience until you have received your booking confirmation.

Where specific elements of the experience such as vehicles or celebrities are not available due to mechanical breakdown or illness, we reserve the right to make reasonable substitutions on the day. If this is not possible we reserve the right to cancel the experience at short notice.

Special Offers

We often have late availability for experiences at special prices, and bookings for these can generally be made right up until the day before the experience date. For these bookings, we will provide essential details over the phone, as we cannot guarantee that these details will arrive by post in time for your experience. Experiences bought under these conditions cannot be refunded or exchanged. Dates for an experience bought under these conditions, once booked, cannot be changed.

Click here to view our latest Special Offers.

Free Participant Cancellation Guarantee

The Red Letter Days Participant Cancellation Guarantee, applicable to all UK-based experiences, is also included free of charge. A re-booking can be made if cancellation is due to the illness, injury or death of the participant or a close relative, if the participant is summoned to witness attendance in court, or for HM Forces duties less than 21 days prior to the date of their experience taking place. Claims must usually be made in advance, and we will require official countersigned evidence supporting the nature of the claim.

Click here for full details of our Cancellation Guarantee, including claim procedure.

Free Personal Accident Insurance

For your peace of mind, our gift packs include free personal accident insurance applicable to all UK-based experiences for participants aged up to 75 years.

Personal injury is covered for £50,000 following death or permanent total disablement. For those under 18, death benefit is restricted to £5,000. Temporary total disablement, which entirely prevents the insured person from engaging in their usual business or occupation, is covered for up to two years at the rate of £150 per week after the first 14 days. Medical expenses are also covered to a maximum of £5,000.

Click here for full details of insurance cover, including claim procedure.

Inclusivity

We welcome the participation of disabled people in our experiences, though we recognise that certain experiences may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the disabled facilities available at specific venues on request.

Complaints

We welcome your feedback on all of our experiences. If you have a problem or complaint on the day, please bring it to the attention of the host or experience manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact us, including your voucher reference, participant and venue details, and we will be happy to take the matter up with the supplier. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.

Experience Cheques

Red Letter Days Experience Cheques are sold in denominations of up to £35 and can be used by the holder as part payment towards the purchase of Red Letter Days experiences. Experience Cheques are valid until 31 December of the year following the year of purchase. They can only be redeemed with Red Letter Days prior to the expiry date printed on the cheque and cease to be valid for any purpose beyond this date.

Up to 25 Experience Cheques can be delivered in a special wallet for a charge of £2.95 p+p by first class post to the same UK address, or £8.95 via our weekday courier service. Refunds can only be accepted on valid Experience Cheques where the minimum original order value is £50, and are always made to the original purchaser. Defaced or damaged Experience Cheques are invalid. The risk of theft or other loss of an Experience Cheque for any reason is borne by the cheque holder. Red Letter Days experiences purchased with Experience Cheques are subject to our standard terms and conditions.

Other Terms and Conditions

All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to increase the price of any experience without notice. You will be notified of any price increase before you place your order.

In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.

Whilst we take every care in choosing our experience suppliers, inclusion of an experience in our range does not mean that we guarantee the safety standards or satisfactory performance of any of the experience suppliers. Red Letter Days’ liability for any claim of breach of obligation regarding any single voucher or experience shall not exceed the price of that experience. This excludes claims arising from personal injury or death due to the negligence of Red Letter Days or anyone for whom Red Letter Days is responsible.

The text, illustrations and images used in all Red Letter Days promotional literature are protected by copyright and must not be copied in whole or in part without the express permission of Red Letter Days Ltd.

All the above terms and conditions apply as a condition of using any voucher, whether or not the voucher holder is the original purchaser. Red Letter Days reserves the right to change these terms from time to time without reference to customers. These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law. The purchaser and Red Letter Days agree that any problems fall under the jurisdiction of the English courts.

Trade Marks

Red Letter Days, Red Letter Day, Red Letter, Red Letters, Experience Vouchers and Experience Cheques are all trade marks of Red Letter Days Ltd; Red Letter and Red Letter Days being registered trade marks. We are a well-known brand within the UK and Europe and have acquired both registered and unregistered rights in our trade marks (listed above) and our logos. No-one may use our trade marks without our express written permission. Neither the purchaser nor the recipient of an experience is entitled to use any Red Letter Days trade marks or logos. Affiliates who have been accepted by Red Letter Days onto our Affiliates’ Scheme will be provided with strict guidelines regarding the use by authorised affiliates of the Red Letter Days trade marks and logos.

Data Protection

Red Letter Days complies with each of the eight principles of the Data Protection Act 1998. Those principles require that data is:

• fairly and lawfully processed
• processed for limited purposes
• adequate, relevant and not excessive
• accurate
• not kept longer than necessary
• processed in accordance with the data subject’s rights
• secure
• not transferred outside the EU without adequate protection

Click here for full details of our privacy policy.