FAQ's

Q: Can I exchange my voucher?
 A: All Ritz London vouchers are non-exchangeable.

Q: Can I extend my voucher?
 A: Some valid vouchers can be extended for six months. This is subject to a £30 administration fee. To extend your voucher, you will need to return the original voucher to us via trackable mail, along with a letter explaining that you would like the voucher to be extended to:

Acorne PLC
Stamford House
Boston Drive
Bourne End
Buckinghamshire
SL8 5YS

Upon receipt of the voucher, 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 payment.

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

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

Acorne PLC
Stamford House
Boston Drive
Bourne End
Buckinghamshire
SL8 5YS

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 do your vouchers look like?
 A: The voucher and accompanying information are presented inside a lovely cream presentation box, with an Experience The Ritz booklet and can be pre-printed with your personal message.

All gift vouchers are sent under plain cover.  The pack is designed to fit through a standard letter box. 

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 12 (noon) 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: My order hasn’t arrived.  What shall I do?
 A: Kindly note that Royal Mail may still deliver an order up to 15 working days from despatch, so please do not call us until 15 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: Our vouchers are valid for 12 months and you must book and take your experience before your voucher expires. 

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 15 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 12 (noon).  Please note that this service will require a signature upon delivery.  If your voucher hasn’t arrived, and you selected Standard Delivery, please wait 15 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’d like some more information about my experience.
 A: We are always happy to answer any questions you may have regarding our hotel, restaurants and bars, room and salon.  If you have any specific queries or concerns, these should be addressed before you make your booking.  You can contact us by calling +44 (0) 20 7493 8181. 

Q: How do I book my reservation?
 A: All the information you will need to book your reservation can be found in your voucher pack.  Please remember 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 Afternoon Tea bookings should be booked at least four months in advance due to its popularity.   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 from us.

Q: Are there any restrictions on the vouchers?
 A: Some of our vouchers have restrictions on the days you can book and the times.  This information will be on your voucher.  

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

Please see our Terms and Conditions for more information