Experience Day FAQ

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. Please take a moment to read through these details as it should answer your questions.

You’ll be able to book your experience directly with us for a mutually convenient date (remember that experiences must be booked in advance and are always subject to availability).  

To avoid disappointment, we recommend that you book as early as possible to ensure that a date is available before the expiry date of your voucher.  Our experiences will generally require you to book 6 or 8 weeks in advance (or even longer), particularly during peak periods. You must have booked and taken your experience before your voucher expires. We strongly recommend that you don’t make any travel, accommodation or other arrangements until your booking has been made and you’ve received confirmation.

Q: Can I exchange my voucher?
A: Yes, you can exchange a valid voucher for an alternative experience.

In order to exchange, please browse through our experiences on the website and then return the original voucher via trackable mail to us along with a letter clearly stating the name and product code of your chosen experience to:

The Forensic Shop
Complete Forensics C.I.C.
10 Micklehurst Road
Mossley
Greater Manchester
OL5 9NL

If you select a more expensive experience, you will be asked to pay any difference in price. The new voucher/s that you select will keep the same expiry date as your original voucher. Vouchers can be exchanged to any other expereince on the website.

Please note that a voucher cannot be exchanged if you have already made a booking with one of our experience providers and cannot be refunded once exchanged.

Q: Can I extend my voucher?
A: Some valid vouchers can be extended for 6 months. This is subject to a £25 administration fee. Restrictions will apply to promotional products and charges may vary.

To extend your experience, you’ll need to return the original voucher to us via trackable mail, along with a letter explaining that you’d like the voucher to be extended to:
 
The Forensic Shop
Complete Forensics C.I.C.
10 Micklehurst Road
Mossley
Greater Manchester
OL5 9NL
 
Upon receipt of the voucher and cheque, we will be pleased to send you a new, extended voucher.  Alternatively you can enclose your telephone number and we will call you to take the fee via our website/PayPal.

Please note that we cannot extend a voucher if it has already expired, and once a voucher has been extended it cannot be exchanged, merged or refunded.  

Q: Can I have a refund?
A: We are happy to refund the cost of your voucher as long as the voucher is returned to us via trackable mail within 14 days of receipt and you have not already exchanged or merged it, or made a booking. Please enclose a copy of your original order confirmation with the voucher. The address to send the voucher back to is:

The Forensic Shop
Complete Forensics C.I.C.
10 Micklehurst Road
Mossley
Greater Manchester
OL5 9NL

Upon receipt of the voucher, we will refund the cost of the order back onto the card that was originally used for the purchase. Unfortunately we are not able to refund postage and packaging charges. Expired vouchers cannot be refunded under any circumstances.

Q: What does the experience pack look like?

A: The voucher and accompanying information can be pre-printed with your personal message. 

The pack is designed to fit through a standard letter box.  Please note that some experiences do not include a gift pack.

Q: How long will the pack take to be delivered?
A: If you order before 2pm, we will usually despatch the vouchers on the same day for which we give an approximate lead time of three to five working days if you select first class post. Orders placed after 2pm will usually be dispatched on the next working day. If you order before 2pm and request Special Delivery (for an extra charge), it will be guaranteed to arrive on the next working day before 1pm, and will need to be signed for.

These delivery times and prices are only applicable to UK delivery addresses; for delivery addresses outside the UK, please contact our Customer Services team by telephone to discuss your requirements.

Kindly note that we cannot be held responsible for delays caused by Royal Mail.

Q: If I need an instant gift can I get one?
A: If you order your voucher online and have missed the postal deadline for the date that you require the gift, you can print a temporary gift certificate which you can then give to the recipient whilst you wait for the pack to be delivered. Kindly note that this temporary certificate is not a voucher and cannot be redeemed for an experience.
Please contact us to request this facility.

Some of our experiences are now available by e-voucher. Orders for an e-voucher can only be placed online by you as the confirmation will be subject to your bank security clearance. Once your order has been confirmed you will receive your e-voucher by email.

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

A: Kindly note that Royal Mail may still deliver an order up to 10 working days from despatch, so please do not call us until 10 days have elapsed.  However, you must let us know no later than 21 days from your order date if your order hasn’t arrived, so that we can investigate.

Q: How long will I have to use my voucher?

A: Most of our vouchers are valid for 12 months and you must book and take your experience before your voucher expires.  Some promotional products and other vouchers may have longer or shorter validity periods, but this will be clearly stated on our website.

Q: Can I combine the values of two or more vouchers?
A: You can combine or merge the value of two or more Face Value vouchers for an administration fee of £25, but if they have different expiry dates then the earlier expiry date is carried forward onto the replacement voucher.  You cannot merge a voucher if it has already been merged or exchanged.

In order to merge your vouchers, please telephone our Customer Services team on 01613272017 and they will be happy to send you the relevant form.  You’ll then need to complete and return the form, along with your original vouchers and any payment required, to our office.  Please note that as your vouchers cannot be replaced if lost in the post, we strongly advise using Royal Mail Special Delivery when sending vouchers to us.

We cannot merge vouchers if one or more have already expired or been extended; if one or more have previously been merged, if one or more does not have a Face Value or if you have already made a booking.  A voucher cannot be exchanged or refunded once it has been merged.

Q: I’ve lost my voucher.  Can I have a replacement?
A: Unfortunately we are not able to issue a replacement voucher if yours has been lost, stolen or destroyed.  This is because your original voucher is still valid, and if it is used we will be liable for the cost of this.

Q: How long will my voucher take to arrive?
A: Our Standard Delivery service is provided by Royal Mail First Class post, and usually takes around 3-5 working days to arrive (although it may occasionally take longer, up to 10 working days).  If you need the voucher by a specific date, we strongly recommend that you choose our Special Delivery service, which provides for a guaranteed next working day delivery as long as you order before 2pm (please note that this service will require a signature upon delivery).  If your voucher hasn’t arrived, and you selected Standard Delivery, please wait 10 working days before contacting us.

Q: Can I amend my order, or send it to a different address?
A: Once your order has been confirmed, we are not able to change any details of the order. We are also not able to change the delivery address, so please make sure you check all the details carefully before confirming the order as mistakes cannot be rectified afterwards.

Q: I have a voucher that requires activation, what do I do?
A: The instructions for activating your voucher will be inside your voucher pack.  Please ensure that you follow these, as you won’t be able to take your experience until you’ve activated your voucher correctly.  In some cases you may need to send your voucher to our office for it to be activated, but your pack will provide full details of how to do this.

Q: I’d like some more information about my experience.
A: We are always happy to answer any questions you may have regarding venue, experience format, equipment or restrictions.  If you have any specific queries or concerns, these should be addressed before you make your booking.  You can contact us directly using the information inside your voucher pack. If you have a more general enquiry, feel free to call our friendly Customer Services team on 01613272017 and we’ll be happy to help. 

Q: What happens if my booked experience is cancelled?
A: If your experience is cancelled byus, we will arrange to re-book you at a mutually convenient time. We strongly recommend telephoning the experience provider before you travel, to make sure that your booking will go ahead. We cannot be held liable for any costs incurred in the event of a booking being cancelled.

Once you’ve made a booking you are bound by our terms and conditions, so please make sure that you understand the rules regarding changing or cancelling a booking (particularly at short notice).  

Q: I need to send my voucher to you or to the centre where I have made my booking. Should I send it by Special Delivery?
A: Yes, we would always advise you to send all documentation to us or to the centres by Special Delivery as registered or recorded post will not be insured if lost, and if your voucher is lost in the post we cannot replace it. 

Q: How do I find out about your latest experiences and special offers?
A: We’re working on making it as easy as possible to find out about our latest experiences. It’s quick and simple to sign up to our newsletter, which you can do from the front page of our website, and we’ll send you regular updates about our new experiences and special offers. You can also find us on Twitter and Facebook. Alternatively, feel free to browse the ‘What’s New’ and ‘Special Offers’ sections on our website.

Q: Are there any restrictions on taking part in the experiences?
A: Some of our experiences y have an age restriction for insurance or legal reasons (but don't worry, we have lots of 'Junior' products so younger people needn't miss out).   Restrictions may vary between centres.  The majority of our experiences require you to be in a reasonable state of health and fitness. If you are in any doubt about your ability to take part in any of our experiences, please contact the centre directly and check before making your booking.
 
Alternatively, our Customer Services team will be happy to advise you on the suitability of experiences. 

It is your responsibility to ensure you choose an experience suitable for your intended recipient, and we will not be liable to offer a refund if you purchase an experience but its restrictions render it unsuitable for the recipient.

Q: How can I give feedback following my experience?
A: We love to hear how our customers get on, so please take a moment to let us know how your experience went.  You can leave your review on our website, which will be checked for moderation and approval before being posted live on our site.

If for any reason you are unhappy with any aspect of your experience, you should bring it to our attention on the day so that they have the opportunity to resolve it immediately.  In our experience, most queries or concerns can be quickly resolved.  If you are still unhappy, however, please write to us explaining the circumstances, along with details of who you spoke to on the day, and we will undertake to investigate it further for you.

Please see our Terms and Conditions for more information.

Q: How do I become a supplier / experience provider?
A: If you would like to become a supplier / experience provider please contact us -  on 0161 327 2017 or email sales@forensicshop.co.uk