Help/FAQs

Customer service

The eXhilaration Customer Service Centre is available to answer any questions you may have about any of the experiences you find on this website on 0870 7700066. Our team have taken part in many of the experiences themselves and are therefore able to offer personal advice on many of the activities detailed. We are always pleased to hear your feedback and welcome any comments you may have.

Delivery

Q: When will my experience gift box be dispatched?
A: Your UK order will be dispatched within 48 hours.

Q: How will my experience gift box be delivered?
A: You can choose either Royal Mail 1st class post or Next Day Delivery

Q: I need it fast, how soon can you deliver?
A: You can order our Next Day Delivery service up til 12 noon.

Q: Can my experience gift box be delivered overseas?
A: Sorry no, we only deliver within the UK.

Q: Where can I have my experience gift box delivered?
A: Your gift box can be delivered to you or directly to the lucky recipient - just make sure you specify the delivery address when placing your order. Please make sure all addresses are complete and correct before entering them. If you are sending to a work address be sure to include the department/floor number. Deliveries for hospitals, universities etc. must include ward/department names as well as the full address of the institution. If you are sending to a BFPO address please make sure you include the following details:

Service Number, Rank, Name
Company
Regiment
BFPO Code

Q: I have not yet received my experience gift box.
A: eXhilaration takes great care to ensure your gift gets to you within the time stated. Occasionally, however, circumstances out of our control may lead to unforeseen delays. If you think that delivery of your items is overdue please check the following:

That the delivery agent has not left a card - Royal Mail and most couriers will leave a card if no one is at home when they attempt delivery. If a card has been left you will need to either rearrange delivery or pick your items up from the local depot.
If sending to a work address or institution (Hospitals, Universities etc.) that the gift is not in the post room, or within the internal mail system.
If your gift box is being delivered by Royal mail you may wish to check your local depot is not holding the item for delivery.

If however you do feel there is still a problem please contact us

Q: What if my gift voucher pack gets damaged in the post?
A: If your experience gift box does not reach you in pristine condition, please request a new box and/or voucher, we will be happy to mail you a replacement. Please call us on 0870 77 000 66 to report a damaged gift box.

Exchanges, refunds and cancellations

Q: Can I exchange my experience voucher?
A: The customer or recipient may exchange the voucher for another experience subject to the payment of any difference in price of the experience. The customer or recipient shall not be permitted to exchange the voucher if the experience has been booked with the operator. The customer or recipient will not be allowed to exchange the voucher or be entitled to a refund in the event of losing the voucher.

Q: Can I get a refund for my experience voucher?
A: eXhilaration will refund any customer in full if the gift pack is returned to eXhilaration within 14 days of purchase. After this date, eXhilaration will charge an administration fee of 25% (subject to a minimum charge of £25.00) of the voucher price, provided the voucher has not expired and the experience had not been booked with the operator. eXhilaration reserves the right to discontinue an experience or individual operator at its own discretion and should a suitable alternative be unavailable the customer shall be entitled to a full refund. Any refunds will be payable to the purchaser of the gift and in the event of a credit card payment, will be refunded directly to the credit card used to purchase the experience. The customer or the recipient shall not receive a refund if the experience does not take place because of national war, prohibitive government regulation or anything else beyond the reasonable control of eXhilaration or the operator.

Q: What if I want to cancel the experience once a date has been booked?
A: If a date has been booked for the experience, then charges may apply should you wish to cancel the experience. This charge will vary from supplier to supplier and occasionally may mean you lose your booking completely if the supplier cannot fill your place on the experience.

Technical problems

Q: I've forgotten my password.
A: Click here if you have forgotten your password. Simply enter your email address and we will send you a reminder.

Q: Why can't I load the page properly?
A: Most technical difficulties with the site can be easily resolved by reconfiguring your internet browser. At a basic level we require cookies, session cookies and javascript.

Q: What are cookies?
A: When you visit or purchase from our site, "cookies" are left on your PC to enable us to track your orders and supply other mutually helpful information. Wherever possible, we use "session cookies" which are deleted when you shut down your internet browser.

Q: Does my computer let me use cookies?
A: Take the following steps to make sure your computer accepts cookies:

On the Tools menu in Internet Explorer, click Internet Options
Click the Security tab
Scroll down and find "cookies"
Click on the "enable" button. This should then allow you to add items to your cart

Feedback

Q: Where should I send a complaint?
A: If you have any complaint relating to the experience or the service provided by the operator, you should address it to the eXhilaration Customer Services Manager, who will in turn address your complaint to the operator. Click here for contact details