FREQUENTLY ASKED QUESTIONS

Buying an Experience Day Gift Voucher

Do I need to choose a date or location before I buy my voucher?


No, the recipient can choose a date to take part in their experience themselves and make their booking before their expiry date. Our vouchers are valid for any of the experience days listed here (link to experience Days page with event dates and times)




Are there restrictions (e.g. age, weight or height) I need to consider before buying?


To meet your safety requirements, participants in our Medieval Siege days need to be over the age of 13 .




What Payment methods do you accept?


You can pay on our secure website using Paypal.





Delivery, Packaging and Payment

What are the packaging options?


The gift voucher/s are sent in Reach The Core branded and printed sleeves in plain outer envelopes.




What are your delivery options?


We have a range of delivery options available -

Standard Delivery (£1.99) Gift can be sent to an address of your choice and will arrive within 3-5 working days.

Next Day Delivery (£7.50) Orders placed before 4pm will be delivered the following day (excluding Sundays and Bank Holidays). Orders placed after 4pm on Friday will be delivered on Tuesday.




Will the price be visible on the voucher?


No. We do not include pricing information on our vouchers or within the packaging and the recipient is not made aware of the cost of the voucher; this is only visible via the order confirmation to the purchaser.




Can I add a personal message to my order?


Sorry we do not offer personal messages at this time





Received An Experience

How do I book my Voucher?


Please check our events page here for the experience day you would like to attend. Then either ring us on 0800 140 4498 or email support@reachthecore.co.uk with your voucher number and name and we will book you in and send a confirmation email. Please bring the voucher with you to the event.




Can I exchange more than one Voucher?


Yes, if you have multiple vouchers and wish to use them for a couple, group or family booking just let us know the voucher numbers when you call 0800 140 4498 or email us at support@reachthecore.co.uk. Please make sure to bring your vouchers along to the experience day.




I've lost my Voucher, can I get a replacement?


To arrange a replacement of the voucher please ask the purchaser to contact a member of the Customer Services team by emailing support@reachthecore.co.uk or by calling 0800 140 4498. We will need a copy of the original purchase confirmation email. There will be a postage and packing charge to resend a voucher of £2.99.




I've already booked a date for my experience, is it possible to cancel or
re-schedule?


Once you have confirmed your booking date you are bound by our terms and conditions regarding cancellations or changes. A refund cannot be given once a booking has been made, however we will do our best to reschedule your visit to a different experience day later in the year but within the 12 month validity of your voucher.

If an experience is cancelled by us, either before or on the day of the event due to circumstances beyond our control, we will arrange to re-book the participant at a mutually agreed time on our behalf. Reach The Core Ltd cannot be held liable for any costs including (but not limited to) travel expenses or pre-booked accommodation costs incurred by the participant in the event of a cancellation and Reach The Core Ltd‘s total liability for any claim in connection with a Reach The Core Ltd experience shall be limited to the price paid for the experience.




I don't want my Reach The Core experience. Can I get a refund?


We're happy to refund unused vouchers bought direct from Reach The Core within 14 days of delivery from the date of purchase. Once the voucher has been used to book an experience day we cannot refund the voucher. Email us at support@reachthecore.co.uk with your voucher number to claim a refund.





In need of some assistance? Browse our answers to the most commonly asked questions about purchasing a gift, delivery, packaging options, how you can redeem your experience and much more. If you’re still stuck, don’t hesitate to contact us at support@reachthecore.co.uk

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0800 140 4498

Mon-Fri 9am-5.30pm

Email

support@reachthecore.co.uk

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