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Welcome to the Consumer Offers Help Centre

We have prepared some answers to frequently asked questions about the Consumer Offers Shopping Area.

We know that we cannot cover everything and if you cannot find the answer that you're looking then please contact us or call us on 0800 2922 590, Monday to Friday between 9am and 5.30pm.

1. The Shopping Area

- What Is The Shopping Area?

When you register as a member of Consumer Offers, you will automatically get 1 months free access to the Shopping area.

The shopping area allows you access to fantastic supermarket and high street discounts which can be used both online and offline allowing you to save hundreds of pounds every year.

The discounts come in the form of:

  • Discounted gift cards and vouchers-offering up to 20% discount on supermakets and other major high street retailers
  • Online cashback and voucher code offers-offering thousands of online discounts.

Consumer Offers also offer a prepaid debit card which offers up to 25% cashback at selected retailers. Please note that this is only available when you purchase shopping area access, once your free trial has ended.

- How Long Will My Access Last?

Once you have registered as a member of the website, you will have free access to the Shopping Area for 1 month.

After your free trial has ended you will need to puchase access to the shopping area to continue to benefit from the shopping discounts.

If you do not purchase access you will still be able to take advantage of the comparison services and mobile phone and tablet offers.

- How Do I Get Cashback?

Prepaid debit card cashback will automatically be paid back into the prepaid card's E-Account. You will be able to see the cashback you have earnt and the status of this cashback from your My Account area.

All other cashbacks will be paid directly into a nominated bank account of your choice. Simply log into your My Account area and select the add/edit payment details link found on the right hand side of the page, then enter your details and click save.

Please note that it can take up to 90 days for all cashbacks to be paid.

- What Happens To My Cashback When My Access Expires?

You will be able to see the status of any cashback that you have accrued by logging into your My Account area. To allow us to pay you, you will need to submit your payment details to us. This can be done by selecting the add/edit payment details link which can also be found in your My Account area. As soon as your cashback is authorised by the retailer we will transfer your cashback into your chosen account, by BACS. Please not that it may take up to 90 days before your cashback is authorised and paid.

If you have a prepaid debit card, any cashback accrued will be automatically paid back into the E-Account for the prepaid debit card.

Please be aware that we will not use your bank account details for any other purpose. For more information on our Privacy Policy please click here .

- Are There Any Other Charges/Fees?

There are some additional fees associated with the prepaid debit card and reloadable gift cards and vouchers. All of our fees are explained here.

- How Can I Contact You?

Prepaid Debit Card:

  • Prepaid debit card queries Tel: +44 (0)1756 693270 or email help@support.incahoot.com
  • Lost or Stolen cards Tel: +44 (0)1756 693275 or select 'My Cards' in  prepaid card E-Account, login and follow the online instructions.

Discounted Gift Cards And Vouchers:

  • For queries relating to our discounted gift cards or vouchers Tel: 01709303107

General Enquiries:

Please note that our office hours are 9am-5.30pm Monday-Friday (excluding bank holidays), if you leave or send us a message we will reply to you on the next working day.

- Do You Share My Personal Information?

Incahoot is committed to protecting your privacy and security. We will ensure that any information you give us is always held, used and transferred in compliance with all applicable data protection rules.

We will not pass your details on to anyone else for marketing purposes, please click here to view our Privacy Policy.

2. Discounted Gift Cards and Vouchers

- What Are Discounted Gift Cards?

These are retailer gift cards that you purchase and load through the website. You will receive a discount on the amount that you load onto the gift cards. You then use your gift cards to pay for goods in store or online, as you would with any other payment method.

Please note that not all gift cards are reloadable, this icon Reloadable gift card icondenotes reloadability. Each retailer will have different limitations with regards to those cards that can be used online. You will be able to see the ones that can by looking out for this icon Use your cards online

To access our discounted gift cards and vouchers please click here .

- What Are Discounted Retail Vouchers?

These are exactly what they say on the tin. The retail vouchers can be used at your favourite high street stores, however when you buy them through the website you get them for a discounted price and you then pay for your goods as you would with any other payment method.

To access our retail vouchers please click here .

- How Do I Top Up My Gift Cards?

Log in to your account and select the link in your ‘My Account’ area, from the ‘My Account’ drop down at the top of the website. Then select “Add” on the card you would like top up, add the amount you would like to load onto the card then check the “reload an existing card” box.

You will be prompted at the checkout to enter a card number, or select from pre-existing cards which have been assigned to your account.

- How Long Does It Take For The Reload?

If you request your reload by 9.00am Monday-Friday, funds will be available after 9.00am the following day. Reload requests made after 9.00am will be processed the next working day. For weekends, reloads must be requested by 9.00am on Friday for funds to be available after 9.00am Saturday. Reload requests made after 9.00am Friday up to 9.00am on Monday will be processed on the Monday and funds will be available after 9.00am Tuesday.

- How Can I Check My Balance?

Checking your balance differs per retailer. Click on the retailer card you would like to check and then select the check your balance tab.

- Can I Use My Gift Cards/Vouchers Online?

This varies from retailer to retailer. There is an icon to denote online use next to the relevant gift cards or vouchers on the website.

- What Postage Options Are Available To Me?

Royal Mail 1st Class, Recorded and Special Delivery postage options are available and the charges are below.

Standard 1st class delivery:£1.75
Recorded 1st class: £3.05
Special delivery up to £500: £8.50
Special delivery up to £501-£1000: £9.70
Special delivery up to £1001-£2500: £12.10

We would recommend that you order multiple gift cards and vouchers in one transaction to keep the postage costs to a minimum.

Please note that all gift cards are reloadable online, so you will only have to pay the delivery fee once.

- Is There An Expiry Date On My Gift Card/Voucher?

Please refer to the relevant gift card/voucher terms and conditions.

- Can Someone Else Use My Gift Card?

Yes, whoever is in possession of the gift card can use it.

- Do I Have To Spend The Whole Amount In One Transaction?

No, any unused balance remains on your card until it is spent or the card expires.

- Can You Load Any Value On The Gift Card?

There is normally a limit which varies from retailer to retailer, please refer to the relevant retailers’ terms and conditions page which is found by clicking into each card.

- Can The Gift Card Be Topped Up In Store?

Yes, however you will not receive the discounts that you would do by topping up the card through Incahoot.

- How Long Does It Take To Receive An e-voucher?

We aim to deliver e-vouchers within 4 working hours of your order however please allow 2 working days for e-voucher orders to be processed.

Please note that on UK Public and Bank Holidays, reload requests will not be processed until the next working day

Please ensure you check your balance before use

- Can I Reload A Card Purchased Or Obtained In-Store On This Website?

We cannot reload cards purchased or obtained in store for any retailer. We can only reload cards originally purchased or obtained from Incahoot

- I Tried To Use The Card And The Retailer Stated There Was No Value On It Or A Different Value To What Was Ordered?

Please ensure you have allowed 48 hours from the time of purchase and checked your order confirmation email. Further to this, if the funds are still different then please contact us.

- My Gift Card Has Expired, What Can I Do?

Please check the terms and conditions on the back of the card. Terms & conditions will vary by retailer.

- How Do I Activate My Gift Card?

No activation is necessary. Your cards and vouchers are issued active and ready to use.

- Reload & Purchase Costs & Charges

Payment Card Charges

Visa/MasterCard Credit Cards 1.2%

American Express 1.5%

Debit Card, Electronic Fund (Or Bank), Cheque (allow 5 working days to clear) – No Fees

3. Lost & Stolen Reloadable Gift Cards

- What Happens If I Lose My Gift Card?

Contact us immediately if you card is lost or stolen.

- My Gift Card Has Not Arrived

Please allow 7 working days from placing your order for standard First Class delivery. If your card has still not arrived, please contact us at customercare@svmcards.co.uk.

If your card has been lost or stolen in the post, we will endeavour to deactivate the card and transfer the balance to a new card which will be sent to you.  With the exception of cards sent by tracked and insured mail, you will be required to pay postage fees for the reship as well as an administration fee of £2.50. Should the card balance have been spent, or in the case of voucher or pre-loaded card orders, you will need to pay for the replacement of the order except in the case of orders sent by tracked and insured mail. We are not liable for any missing funds if the delivery method wasn’t insured.

-What Happens If I Need A Refund From The Store When Using A Gift Card As Payment?

The retailer will refund to the method of payment used for initial purchase e.g. gift card, debit or credit card.

- My Gift Card Was Damaged In The Post Or Arrived Late

Provided the card has not been used, we will send a replacement. We use Royal Mail for postal deliveries and although they aim to deliver within one to two days of despatch, this is not a guaranteed service.

- I Received The Package But There Was No Gift Card Inside?

Please contact us as soon as possible. We will treat as lost/stolen and follow same process to investigate.

- What Is Your Refund Policy?

Gift cards cannot be exchanged or refunded once activated, as we are unable to credit gift cards. Please be certain before ordering gift cards that you are choosing the correct brand. Postage costs are not refundable.

With regards to retail gift voucher orders, requests for order cancellation must be made in writing within 7 days of receipt.

Vouchers must be returned by registered postage. Incahoot & SVM accept no responsibility for their return or for postage payable. Refunds will be made back to the credit / debit card used for the original purchase once returned vouchers have been received by Incahoot & SVM.

- Reloadable Card And Retail Voucher Queries

If you have any further queries or require assistance, please contact via email customercare@svmcards.co.uk or by calling 0844 842 8200. Opening hours are Monday to Friday 9.00am - 5.30pm

4. Online Cashback Offers

- How Do I Earn Cashback?

Make sure you are logged into the Incahoot website and click on the retailer's link to visit the shop and then make your online purchases as you usually would.

Your transaction is electronically tracked and the retailer validates the sale. Once the sale has been validated we will pay you your cashback.

- Why Is My Cashback Showing As 'Pending'?

Initially, after you make a purchase, our partner merchants confirm the transaction to us as "pending”. The retailers wait until the returns period to make sure the purchase has not been returned and that payment has cleared. Once the retailer has reported the sale as “authorised",  we then update your ‘My Account’ account.

Sometimes the transactions "fail" or "reverse" when people fail applications or return their products. Under these circumstances, we will not pay your cashback. Please note our thousands of partner retailers have various timescales to approve transactions.

Retailers normally take between 5-90 days to approve transactions, but as soon as your cashback has been authorised we will update this in your account.

Please ensure that you have added your payment details in your ‘My Account’ area to prevent any delays in the payment of your cashback.

- Why has my cashback not been approved?

This happens when our partner retailers have analysed the sale/lead and decided not to pay us. This could be due to one of the following reasons:

1. You have returned the goods or cancelled the services during the returns period.

2. Your transaction was not fully completed online.

3. Your credit/debit card was rejected.

4. You did not satisfy the conditions of the merchant.

5. You used a voucher code that was not promoted on Incahoot.

Only a few merchants have conditions (In these cases, we will highlight the conditions in teal, under the retailer description).

Please note that a merchant can also decline or fail a transaction if they suspect a fraudulent order or misuse of their website.

- How Much Cashback Can I Earn?

There is no limit to the amount of cashback you can earn. The more purchases you make through Incahoot then the more cashback you can earn.

Sometimes you can earn cashback without even buying anything for example taking out free trials and applying for quotations etc.

- I Have Just Made A Purchase. Why Is The Cashback Not Showing In My Account?

Please note that cashback is not an immediate process. There is usually a time lag between you making a purchase and the transaction being displayed in your ‘My Account’ account. This is due to the fact that we have to wait for the merchant to report your transaction back to us.

Most of your purchases should appear in your ‘My Account’ account within 48 hours. It could, however take up to 14 days depending on the retailer.

- How Is My Cashback Amount Paid?

Your cashback amount will be paid via BACS. You may update the required details (Bank account name, bank account number and sort code) by logging into your ‘My Account’ area and clicking on the add/edit payment details link.

Please note that there is no minimum payment threshold, we pay your cashback as soon as it has been approved, regardless of the amount.

- How Do I Make Sure That My Purchase Is Tracked?

Once you are logged into our site, the links to our partner’s online shops are automatically tracked. This means that you are guaranteed to earn cashback on your purchases by just logging into ‘My Account’ and you do not require any special settings or software for this. However, some basic steps will make tracking as reliable as possible if followed:

1. Before you proceed to make any purchases you must log into ‘My Account’ and select the Online cashback, vouches and discounts link. You can then click on the links for any retailers from our site.

2. You must enable cookies on your browser and this is not difficult to do. Most computers and internet browsers under normal settings do have them enabled.

3. In order to ensure that your purchase is fully tracked you must finish your whole transaction in the same session. If you make the purchase over the phone or from other websites, you will not receive any cashback from Incahoot.

4. If you are using any other websites which offer cashback you must ensure that you clear all cookies before you log onto Incahoot.com. In some rare cases, it is also possible that other websites can plant cookies or software on your computer, which may lead to the commission being paid to them instead!

 
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