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09:00am to 07:00pm

Where can I use my Festival Place Gift Card?
Your gift card can be spent in almost all stores and restaurants in Festival Place. Excluding: Eurochange, Saver's, Supercuts, Mr.Munch, Trilby's, Apple Nails and all banks.

What area does Festival Place cover?
Festival Place runs from St John's Square, all the way to Festival Square.

When will my Gift Card expire?
Your gift card will expire one year from the date of purchase.

How can I check when my Gift Card expires?
You can check your gift card expiry date by:
• Referring to the receipt which was provided to the purchaser at the point of sale;
• Calling 0844 77 44 277, (local call rates may apply);
• Visiting www.flex-e-card.com or by visiting the Customer Lounge in Festival Place.

What happens when my Gift Card expires?
The card will no longer work. However, if it expired within the last 3 months it can be re-activated.

If your gift card has expired please first review the terms and conditions given to the purchaser at the time of purchase*. You may review a copy of the terms and conditions by requesting them from the information desk or management staff of the issuing centre; alternatively they can be found by clicking here and selecting the name of the relevant shopping centre from the drop down list. If you believe that there are exceptional circumstances which have prevented you spending the card during its validity period please contact Flex-e-card in writing at 2 St. James’ Gate, Newcastle upon Tyne, NE1 4BE, United Kingdom or by email to customer.service@flex-e-card.com with the subject "Expired Card Enquiry".

When contacting Flex-e-card in connection with an expired gift card, please provide full details of the circumstances, the relevant card number, a return postal address and wherever possible a photocopy or scan of the face and rear of the card. If you do not include copies of the face and rear of the card you may be asked to supply them before we can advance your enquiry. We will deal with all enquiries on a case by case basis. You may be asked to provide identification in support of your enquiry, for the purpose of financial crime prevention.
*Terms and conditions are available on request from the customer service desk in the issuing centre or by contacting Flex-e-card using the aforementioned contact details.

Can I get my Gift Card reactivated?
You can get your Gift Card reactivated either at the Customer Lounge or by contacting Flex-e Card on 0844 7744277 or at www.flex-e-card.com. There is a charge of £9.95 for this, which will be deducted from the card's balance.

Can I combine several cards together onto one card?
Of course! The charge is £1 for the first two cards, and then 20p per each additional card. The charge can be paid separately, or deducted from the final balance of the cards.

Can I exchange my Gift Card for cash?
Unfortunately not, unless you are the purchaser and return within the refund time frame with the receipt.

How much can I put on a Gift Card?
A gift card must be loaded with a minimum value of £5. The maximum value which you can load on to a gift card is £1,000. You may be asked to provide identification for high value purchases.

Can I 'top up' my Gift Card?
Festival Place Gift Cards are for single load only, they cannot be topped up or reloaded.

Do I need to activate my Gift Card?
Only cards purchased online need to be activated. Gift cards can be activated:
• Calling 0844 77 44 277, (local call rates may apply);
• Visiting www.flex-e-card.com
You will be asked to provide the six digit activation code provided to you at the time that you placed your order online.

How can I check the balance on my card?
You can check your gift card balance by:
• Calling 0844 77 44 277, (local call rates may apply);
• Visiting www.flex-e-card.com or by visiting the Customer Lounge in Festival Place.

I have had a refund on my Gift Card, how long will it take to be applied to my balance?
Most refunds take 2-3 business days to be applied to the balance of the gift card but can in some cases take longer.

Do Gift Cards ordered online have to be posted out or can they be collected in the centre?
Flex-e-card's click and collect service allows you to purchase gift cards online and collect them in the chosen shopping centre. You can collect your card(s) from the centre at your convenience (please allow 24 hours from the time of your order before collection). The purchased gift card must be collected within twelve months of the purchase date. The gift card will be valid for twelve months from the date of collection at the chosen shopping centre. Please note not all shopping centres offer this service and a maximum load/basket value applies.

How long will my delivery take to arrive?
Flex-e-card offers a range of shipping options that you can select depending on the urgency, value, and number of gift cards in your order. For orders placed before 11am we will aim to ship on the same day, however please note during busy periods dispatch times may be longer. Delivery option information can be found at https://www.flex-e-card.com/information/delivery-options.

Does the winter weather delay order processing?
At times packages may be delayed during adverse weather conditions. If you are in any doubt please call our customer services team who will be happy to give you an update on the status of your order.

Can I use my Gift Card for transactions on the internet?
No; the gift card is not permitted to be spent online. The gift card is also not permitted to be used for ongoing contractual payments, financial services, (including the purchase of foreign currency) or gambling.

How do I complain?
To make a complaint please contact our customer services team by telephone on 0844 77 44 277, by email to customer.service@flex-e-card.com or in writing to Flex-e-card, Ground Floor, 2 St. James’ Gate, Newcastle upon Tyne, NE1 4BE, United Kingdom. Our customer services team are available between the hours of 9AM – 10PM Mondays to Saturdays and 10AM to 6PM on Sundays. If a complaint cannot be resolved immediately, we will aim to provide a resolution to the matter within 15 working days of receipt of the complaint.


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