Frequently Asked Questions

Whether you are thinking of buying a gift voucher or have bought one already, we have outlined answers to questions that are sometimes asked. If you are not able to find the information you require, please do get in touch with us (you'll find our contact details on the 'Contact Us' link).

Which delivery option should I choose?


Gift vouchers ordered between  Monday to Thursday of any week excluding any public or bank holidays, will be issued and dispatched on  2 working days.
Gift vouchers ordered between  Friday to Sunday of any week excluding any public or bank holidays, will be issued and dispatched on  the following working day.


Please note that delivery  is not included in the gift voucher prices:

Shipment by E-MAIL, no cost
Delivery costs are not included in the prices; supplements apply:
Shipment to USA  by Courier $6; 3 working days delivery
Shipment to outside USA, by Courier $20, 7 working days delivery

Please make sure that anyone are available to sign for the delivery otherwise it will be returned to the sorting office for collection.

Important:
Please note that delivery is by POSTE ITALIANE or by Couriers therefore we cannot be held responsible for delays caused by the postal system.


Email - An automatic email with a gift voucher link will be sent as soon as the transaction is completed. This can be sent to either the purchaser or the recipient.

N.B. This is a system generated email and therefore may go to the email recipient's junk or spam email folder. Please also take care when entering email address that it is correct. If an email delivery fails we will attempt to contact you to advise that the email has been returned to us 'undelivered' and will try to get another email address. If you have difficulty opening your gift voucher link please see below.

How do I open my gift voucher link?

The link should open when you left click on it, however you may need to copy and paste the link.

Copy the gift voucher link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select 'Copy'.

Open your internet browser and paste the gift voucher link into your address bar by right clicking and select 'Paste'.

You will now be asked to enter your email address to verify that you are the recipient.

You should enter the email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the gift voucher page.

Once the correct email address has been entered, your gift voucher should now appear on your screen.

Print the gift voucher.

I have received an email with a link to my receipt but cannot open the link, how do I open my receipt link?

The link should open when you left click on it, however you may need to copy and paste the link:

Copy the receipt link text by left clicking on the line(s) of text (highlighting the whole line), then right click and select 'Copy'.

Open your internet browser and paste the receipt link into your address bar by right clicking and select 'Paste'.

You will now be asked to enter your email address to verify that you are the buyer of the gift voucher.  You should enter your email address exactly as it was entered at the buying stage.  If the email address is not entered identically as it was when the item was purchased it will not let you open the receipt page.

Once the correct email address has been entered, your receipt should now appear on your screen.

Print the receipt.

When will the gift voucher(s) be received?

Gift vouchers ordered between  Monday to Thursday of any week excluding any public or bank holidays, will be issued and dispatched on  2 working days.
Gift vouchers ordered between  Friday to Sunday of any week excluding any public or bank holidays, will be issued and dispatched on  the following working day.

Order stage to delivery can take between 3 - 20 days depending on when the gift voucher order is processed,  on the delivery method selected and on the destinations. Please see 'What delivery option should I choose?' (above) for more information on delivery options.

Please Track Your Order (see 'Track Your Order' link at top of page) if you would like to check the progress of your order.

On some occasions we have dispatched your gift voucher order but it gets lost in the post.  If you have not received Gift Voucher within the deadline indicated on the delivery methods, please contact us.  We may need to cancel your original order and issue you with a new gift voucher.  In this situation we would ask you to destroy the original voucher if it is eventually received as it will no longer be valid.

How do I cancel a gift voucher purchase?

You can cancel your order at any point by selecting the 'Cancel Order' button however if you have completed the transaction and realise that you've made a mistake or purchased a gift voucher(s) that you no longer want Starhotels will be happy to refund your card (provided the transaction has taken place within the last 8 days) and cancel the gift voucher order.

Please contact us to arrange this. (See 'Contact Us' page)

How do I order more than 1 gift voucher?

Simply 'Add to Order' as many gift vouchers as you like by using the 'Continue browsing' button. You can also remove items from your order by using the 'Remove' button.

If you would like to purchase more than 1 of the same type of gift voucher simply enter the amount of gift vouchers you would like to buy in the 'Quantity' box, for example, if you would like to purchase 2 monetary gift vouchers, select the monetary gift voucher and then enter 2 in the Quantity box and click on 'Update'.

You can select different delivery addresses, recipients and personal messages for each of the vouchers in your order.  Please follow the on-screen instructions.

My gift voucher is about to expire and I haven't used it yet.  Will I be able to extend the validity of my gift voucher?

It may be possible for us to extend the validity of your gift voucher, however we cannot guarantee this.  Please contact us  directly to check if we can offer an extension.

See 'Contact Us' page for our contact details

I'm attempting to purchase a gift voucher but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction.  What should I do next?

There could be several reasons why this may be happening.  Despite there being sufficient funds in an account banks occasionally decline payments due to it being unusual buying behaviour.

This can be easily rectified by contacting the bank and advising them that you are trying to make an online purchase.



I've received my gift voucher but there is a spelling mistake / error on the personal message.  Can I get it amended and re-issued?

Yes.  Please contact us directly quoting your gift voucher reference number and we will make the necessary amendments and re-issue the gift voucher.  The original gift voucher should then be destroyed as it will no longer be valid. See 'Contact Us' page for our contact details


I've lost my gift voucher.  Can I still redeem my monetary gift voucher?

Unless otherwise specified under the terms and conditions of your voucher, we should be able to retrieve your gift voucher on our system by carrying out a name search so please contact us. (See 'Contact Us' page)


I've received (or purchased) a monetary gift voucher but don't want to use it all in one transaction.  Is it possible to receive smaller denomination gift vouchers or to be given another gift voucher(s) with the remaining balance?

All gift vouchers do state that no change will be given however it may be possible for us to re-process the order in smaller denominations so that you can redeem the smaller value vouchers on several occasions rather than one voucher on one occasion.
It is not possible to give Gift Voucher with the remaining balance. As you can see  on Terms & Conditions: the total, not partial, amount of the gift voucher must be redeemed from the final amount of your stay paid upon check-out.


Can you issue an invoice for the purchase of the Gift Voucher?

Yes, please insert your VAT number during the purchase, into the box dedicated to it. We are able to issue an invoice for this purchase.

Can I redeem a MGV by paying hotel extra services during a stay at prepaid rates?

Yes, It is possible to redeem a MGV by paying extra services from the balance of your bill during a stay at prepaid rates.