faqs & useful info

1. How do I use my unique ID?
Simply refer to your reward email and enter your unique ID into the ‘Unique ID’ box on the home page of the website and click ‘redeem’. You will then be taken through a very simple order process to choose your preferred retailer gift card(s). Once you have added these to your basket, you will be able to enter your personal details for them to be sent to you.

2. Does the unique ID need to be in my name/can someone else use it?
The unique voucher code can be used by anyone to redeem for gift card(s) online and similarly, when the gift cards have been chosen, these can also be sent to anyone you wish such as friends/family if you would like to give them as a gift.

3. Can I redeem my unique ID by telephone?
Please try to redeem this online first, but if you are having trouble with this please contact us via email customerservice@redeem-online.co.uk or phone 0330 123 3468* and our team will be more than happy to help.

4. What retailers can I choose my gift card(s) for?
There are five retailers to choose from – Amazon.co.uk, Hivehome.com, Argos, Sainsbury's and Debenhams.

5. What denominations of gift card(s) are available?
All gift cards are available in a selection of denominations which are detailed at the point of redemption.

6. Can I amend my order?
Once an order has been placed, it can be difficult to amend as it is an automated system. If you have any queries please call the British Gas Customer Service Team after placing the order to see if it can be changed on 0330 123 3468*.

7. My order has not gone through - what should I do?
If you do not think your order has been successful and you have not received your order confirmation email, please call the British Gas Customer Service Team on 0330 123 3468* who will be able to help you.

8. I have more than one unique ID to redeem - what do I do?
Simply enter the first unique ID number and click on 'redeem' to get started. When you arrive at the next screen you will be able to input the details for the next one, and then repeat this until you have redeemed them all. Once you have entered all of your unique IDs, click on 'Spend' to start spending.

9. Why can’t I redeem my reward?
Our system is highly sensitive to stop anyone fraudulently claiming your reward as their own, so please check that you have input the right numbers in the right area (unique ID into the ‘redeem’ box). Please also check that your unique ID has not expired as the system will not accept this. If you can see that the expiry date (which can be found on your letter/email) has not yet been reached, then please contact us.

If your question has not been answered please contact our British Gas Customer Services Team using the contact us form.

*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

1. Do I need to choose a date or store location before I choose a gift card?
No, just simply redeem your unique ID for your choice of preferred retailer and the gift card(s) can be spent in any store or online. Please refer to the specific retailers’ terms and conditions for the gift card(s) – for full usage details and their privacy policy for how they will use your personal information - please click on the below links for more information.

Amazon.co.uk
Argos
Sainsburys
Debenhams

Please note: If you redeem for a Hive eVoucher code, this can only be spent online at www.hivehome.com/shop

2. How long have I got to use my unique ID?
The expiry date of your unique ID can be found on your email or letter, so it must be redeemed before this date. There will be no extension to this expiry period.

3. What will be the expiry date on the retailer gift card(s) I receive?
Expiry dates on gift card(s) by retailer. Typically, they have a validity of between 1 and 3 years. You will need to check with the individual retailer if this is not specified on the gift card(s).

If your question has not been answered please contact our Customer Services team using the contact us form.

1. What delivery options can I choose for my gift card(s) once I redeem my unique ID?
If you have chosen for your gift card(s) to be sent in the post, these are despatched within 72 hours of the order being placed. If you select the email option (where available), they will be sent via email to the email address you have provided upon checkout within 24 hours of the order being placed, or up to 48 hours over the weekend period.

2. Can I send gift card(s) to someone else?
When placing the order you can opt to send your gift card(s)) to friends/family via post or email (where available). Alternatively, you can choose to send them to yourself via post or email (where available) and then pass them onto your friends/family after this.

3. Accuracy of information
We will send your gift card/s to the address entered on the “your details” page. In the event that you do not receive your voucher(s) as a result of providing inaccurate information, we will not be held responsible.

4. The gift card(s) I have received are not what I ordered – what do I do?
In the unlikely event that the wrong retailer voucher(s) are sent in error, please call the British Gas Customer Service Team on 0330 123 3468* who will be able to check your order on the system. You may then be asked to send the gift card(s) back to us for an exchange.

If your question has not been answered please contact our Customer Services team using the contact us form.

*We may record calls to help improve our service to you. Call charges to 03 numbers will cost you no more than 01 or 02 numbers, please check with your phone provider.

1. I've lost my gift card(s) - what can I do?
Store gift card(s) should be treated like cash and they cannot be cancelled or replaced if lost or stolen - please keep them in a safe place.

2. My order hasn't arrived yet - can I get a replacement?
If you have opted for your gift card(s) to be sent via email, please allow up to 48 hours for it to be sent to you. If it has not arrived by then, please contact the customer service team to have it resent to your email address.

If you have opted for your gift card(s) to be sent via post, these are despatched within 72 hours of the order being placed so please allow between 5 and 10 working days before contacting the customer service team to enquire about your order.

If your question has not been answered please contact our Customer Services team using the contact us form.

1. Will I be able to use my store loyalty card when I use my gift card(s)?
Where retailers offer a loyalty scheme, you will receive loyalty points on presentation of your loyalty card at time of purchase when you spend your gift card(s).

2. How can I spend my gift card(s)?
You should be able to use your gift card(s) in store or online but each retailers’ terms and conditions vary. Please refer to the specific retailers’ terms and conditions of use for the gift card(s) for full usage details and their privacy policy for how they'll use your personal information – please click on the below links for more information.

Amazon.co.uk
Argos
Sainsburys
Debenhams

Please note: If you redeem for a Hive eVoucher code, this can only be spent online at www.hivehome.com/shop

3. Will I get change when I redeem my gift card(s)in store?
In most instances you will receive change in same store gift card(s) to the nearest £. However, this is entirely at the discretion of the retailer so if it's important to you please ask the retailer before you make your purchase.

4. Will the gift card(s) that I receive be personalised?
The gift card(s) that you redeem for do not have your name or any other personal details on them, so they may be given as a gift if you wish.

If your question has not been answered please contact our Customer Services team using the contact us form.