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Frequently Asked Questions

Sales of B&Q Gift Cards are made, managed and fulfilled by Voucher Express, as set out in more detail below.

FAQs

MULTIPLE RECIPIENT PURCHASING AND SENDING

How do I manage multiple recipient orders?

There are currently two ways you can send e-Gifts to multiple recipients:
 
  1. You can use the ‘quantity’ field to send the e-Gift collection emails to yourself and then distribute them to your recipients.
    • Select your design
    • Select the amount
    • Increase the quantity
    • Enter your details and a message (if applicable) then proceed through payment 
    • You will then be sent a collection email for each product
  2. You can use the ‘add another e-Gift card’ button to send the collection emails directly to each recipient.
    • Select your design
    • Select the amount
    • Enter your recipient's name, your name, your recipients email address and a message (if applicable)
    • Then click ‘add another e-Gift card’ - this will add that e-Gift to the basket and start a new order for your next recipient.
What will I recieve once I have placed my order?
 
Firstly you will receive 1 confirmation email for each order you place. This will list the products, the value of each product, the quantity ordered and the overall cost (including any discounts). 
 
If you have opted to send the e-Gifts to yourself to distribute (using the quantity field), you will also receive a ‘collection email’ for each product ordered. These emails contain the link to claim the e-Gift and should be passed on to your recipients. For example, if you ordered 5 x £200 eGifts, you will receive:
 
1 x confirmation email 
5 x  collection emails
 
How do multiple recipients claim their e-Gifts? 
 
If you have opted to send the e-Gifts to yourself to distribute (using the quantity field), you will need to send each recipient a collection email or you can copy the link from the collection emails. 
 
You must also send your recipient the email address you received the collection emails to. This is because the next step when they click the collect button is to verify themselves. This is done by entering the email address the emails were sent to.

GENERAL PURCHASING AND SENDING

Are there any fees associated with the delivery of an e-Gift Card?
No, delivery is free of charge so you just pay the face value of the e-Gift Card.


What discount do you offer on business orders for Gift Cards & e-Gift cards?
We offer free delivery on all Business Gift Card orders placed on this website, and a 2% discount on orders totalling between £1,000 & £10,000. Please note that the minimum order value on this website is £1,000.

This site can process Gift Card & e-Gift Card orders up to the maximum value of £10,000. If you would like to order more than £10,000, please contact B&Q directly on 0203 738 8724 or email them at services.giftcard.team@b-and-q.co.uk

Can I change the value of an e-Gift Card after I have paid for it?
No, unfortunately you can not amend an order once it has been placed.

How do I cancel an order for an e-Gift Card?
if your e-Gift Card has not yet been delivered because you have selected a future delivery date, you can cancel by contacting customer services on 0371 200 0723. If the e-Gift Card has already been delivered, your purchase cannot be cancelled.

What payment methods do you accept?
We accept VISA, Mastercard, American Express, Maestro cards, Google Pay & ApplePay. Alternatively, you can choose to pay via Bank Transfer, a pro-forma invoice will be provided at the time of order. Orders will only be despatched with a cleared payment.

What will appear on my bank statement?
B&Q e-Gift Card orders are process by Voucher Express. This purchase will appear on your bank statement as 'Voucher Express

Can I buy an e-Gift and have it sent to myself?
Yes, you can. Many customers choose to have the e-Gift Card sent to themselves so they can print it off and present it as a gift. All you need to do is input your address in the delivery email fields.

Can I buy e-Gift Cards to re-sell?
No, re-sale of e-Gift Cards sold via this website is strictly prohibited. Please contact the corporate team on bandqb2b@voucherexpress.co.uk, so that they can take more details and obtain the necessary permissions. Please note also that the use of any B&Q imagery (including the logo) is prohibited unless you first obtain written permission from the corporate team.

 


RECEIVING AND REDEEMING

What does my recipient receive?
On your specified delivery date, your recipient will receive an email containing your gift message and a link to download thie e-Gift Card. They will need to correctly confirm their email address to download it. Once, they have confimed their email address, they will be presented with the e-Gift code online and they will also be sent another email with a PDF of the gift attached which they can print off.

Please note that if you have selected a quantity of e-Gift Cards, these will be sent as individual emails to your recipient.

Where and how can an e-Gift Card be redeemed?
A Gift Card or eGift card can be used in full or part payment for; a. any products purchased from B&Q stores in the UK (excluding concessions and cafes) b. products purchased at www.diy.com excluding products ‘sold and shipped by verified sellers’ with the exception of the following type of card; any Gift Card or eGift card denominated in Euros (€) Any Decorating Card or Gift Card beginning with the following numbers 5045 0756 65** **** ***

The e-Gift Card contains a barcode and it can be redeemed in-store at B&Q by either presenting your mobile or print out at the checkout.

How long is an e-Gift Card valid for?
e-Gift Cards that have been purchased from this site will expire and any remaining value will be removed if the e-Gift Card is not used to make a purchase, top-up or balance enquiry during any period of five consecutive years.

Can I re-load my e-Gift Card after I have spent the full value?
No, you cannot.

SECURITY AND RELIABILITY

How do I know that my recipient has actually received their e-Gift Card?
You will receive an email to confirm when your recipient has collected their e-Gift Card.

What happens if my printed e-Gift Card is stolen or copied?
Once you have downloaded your eGift Card, it is your responsibility to safeguard it against theft and it should be treated like cash. If some one else redeems it in full, your copy will no longer have any value. If you suspect that someone may have copied or stolen your eGift Card, please contact the Customer Services team immediately as any value that has not been redeemed can be blocked and a new eGift Card can be issued to you.