FREQUENTLY ASKED QUESTIONS

These are some of our most frequently asked questions. Should your query not be adequately answered below, kindly contact our office where our friendly customer experience agents will happily advise you further.

I have feedback about an experience I have been on

If you have any concerns or immediate feedback about an experience that you have been on, please feed those back to the activity centre in the first instance. However we are keen to hear about all feedback so please complete our customer services form or contact us with experience feedback.

Can I see how the voucher will look before I book?

All Gift Experience gift vouchers are personalised for your experience so we can’t show you how it will look exactly, however you can view our experience packaging on the delivery options page.

Can I pay by some other means besides a credit card?

You can select to pay via bank transfer or EFT on the site when you get to the shopping basket. This will email you an invoice with a unique reference code for payment. Masterpass users can also make payment using their Masterpass eWallet. Unfortunately, Gift Experience does not accept payment by cheque or cash. Chip and Pin Debit cards are accepted for payment.

The experience I purchased is no longer available for sale?

Don’t worry! If the experience is no longer available for sale this doesn’t mean that you can’t get that experience. If in the unlikely event we are unable to provide you with the experience, we’ll contact you to arrange an alternative.

What will you use my personal information for?

We only use your personal information internally at Gift Experience South Africa to improve your shopping experience and would never pass this information to a third party. All transacting information added to our website is securely encrypted. Read our full privacy policy.

I have not received my voucher that I purchased

We send all vouchers the same or next working day that we receive the order. If you have not received a couriered voucher within 4 days then please contact us and we’ll arrange for a replacement to be sent.

Can I get a refund?

Refunds are available up to 14 days after the date of purchase. Where this is your preference, there is a R50 administration charge for refunding vouchers, where this is our error there is no charge. Please note that a refund cannot be made once a voucher has been redeemed. This will have to be arranged with the experience provider.

I have lost my voucher

If you have lost your experience voucher the purchaser of the voucher will need to get in touch with us and we can issue a duplicate voucher or E-ticket.

Is purchasing on GiftExperience.co.za secure?

Yes, 100% secure. We use Paygate for all secure payments who are SA’s leading internet payment provider. All information entered on the check-out on Gift Experience is also secured and encrypted. You can tell the page is secure by the padlock in your computer's web browser. In line with South African and international banking regulations, our secure payments portal is also secured by 3D Secure supported by Verified by Visa and Mastercard Secure. Read more about this on our website security page.

I have an experience, how do I book?

If you have an experience voucher for a specific experience, follow the instructions on the voucher to book it by activating it. You can do this by going to www.giftexperience.co.za/RedeemVoucher/

I want to buy a voucher from overseas and send to someone in SA

Do you live abroad and want to buy the perfect gift for friends or family back in South Africa? Great news! You can buy an unforgettable Gift Experience voucher and we’ll ship it direct to them.

Simply enter your details in the customer details on our checkout (wherever you are in the world) and then enter their delivery details in South Africa. We’ll confirm the order to you by email and ship the voucher direct to them. You can even request a personal message is printed on the voucher so the recipient knows where the voucher has come from.

The experience I wanted is no longer available for sale?

New experiences are always added to Gift Experience and old experiences are removed from time to time. If you can’t find an experience that we had previously listed, that means that it is no longer available for sale with us.

I have feedback about Gift Experience

We’re always keen to hear about any part of your experience with us. Please complete our customer service form and we’ll be in touch.

What is 3D Secure?

Most banks in South Africa now require an additional level of security for credit cards for making online purchases. Should you be using a Visa or Mastercard, there is a high possibility that your bank will require this additional step in the purchasing process. You will need to have registered your card with your cellphone number with your bank that they can contact you when you make an online purchase (contact via SMS or Banking App) and provide you with a once off security pin code to type in to verify the purchase. Should you not yet have registered your card with your bank and you see the 3D Secure screen appear during your purchasing process, you will need to visit your bank's website to make the once-off registration first in order to complete the purchase. Your purchase will not be authorised without this step. Should you have any concerns, please contact us.

What insurance is provided for experiences?

Each individual activity has its own insurance and Gift Experience ensures that all experiences sold are properly assessed for risk. You can request full details of the insurance cover for your respective provider when you book your experience date.

I have an open voucher, how do I redeem it?

To redeem an open voucher navigate through our website and choose an experience. When you check out you’ll have the opportunity to enter the OPEN Voucher discount code on the payment options page of the check out. Enter the long voucher number there.

My voucher has expired

Our experience vouchers are valid on price for six (6) months from the date of purchase but can be extended by paying in the difference in experience provider price increases to a total validity period of three (3) years from date of purchase, giving you an extended time to redeem the experience. We recommend booking early to avoid disappointment.

Can I get a VAT receipt?

Gift Experience is VAT Registered (VAT number 4110271642) and all prices on the website are VAT inclusive. All orders made through the website will automatically have a Tax invoice attached to them for your records and convenience.

I need a last minute gift pack

No problem! You can either choose to receive your gift voucher by Overnight Courier (which is guaranteed to be with you next working day (major metropoles and weekdays only) or you can select an E-ticket which is guaranteed to be with you as soon as your order is completed.

What restrictions are in place for experience goers?

Each and every experience is different but if there are any specific restrictions then you can find out about them in the ‘Useful information’ section of the product information.