Finding the perfect gift

 

How do I buy a voucher?
We hold a secure online payment facility where you can purchase all gift experience vouchers by credit card or alternatively you can purchase your gift by phone order.

Telephone purchase orders
If you would like to order your gift by phone, please call our customer service team and we will handle all the payment process for you, or alternatively fill out our enquiry form and we will contact you directly.

Secure payment with Papal
Once you have selected your gift/s please follow the steps below:

• Click Add to Cart
• Enter your delivery options and click checkout
• Enter your billing details and Voucher holders name and d.o.b
• Add personalised message
• Please read terms and conditions and click on accept
• Continue to secure payment area.

If you have any difficulties please contact our Just Candy service team on +34 645 323 573 and they will take you through the payment process.

Can I receive an emergency Voucher?
Yes. If you have placed an order with us and require a voucher urgently, you can print off an e-voucher immediately! This is a temporary voucher which will include all the details of the experience that you have purchased and a personalised message.

These vouchers are only temporary replacement. You must hold the original vouchers before booking and taking part in your experience. A temporary voucher will not be accepted on any experience day.

How long are the gift vouchers valid for?
All vouchers are valid for 10 months from the date of purchase and can be extended for a further 3 months if required for an additional administration cost of 25€. Terms and conditions apply.

What is inside the presentation pack?
The presentation pack contains all the information about your experience, location, itineries maps and contact numbers. The pack also contains:

• Gift Card.
• Specific details which describe what you have been given.
• Full information sheet with details of what to expect on the day.

Can I buy multiple gifts at the same time?
Yes. You can buy multiple gifts for one person or multiple gifts for multiple people all during the same shopping experience. You will be able to personalise each gift with its own message and select multiple shipping / delivery locations.

When will I get my voucher?
We endeavour for you to receive your voucher within 5 working days by our accredited courier service. We are aware that some addresses are difficult to locate in Spain in which a courier service is advised.

Can I send a customised message with my gift?
Yes. You can include a customised message with each gift you purchase. This can be done during the check out process.

What are my delivery options and costs?
Offex Courier €09.16 Mainland Spain
Offex Courier €29.00 UK/ Europe
Offex Courier €35.00 Worldwide
UK: Royal Mail 1st class registed delivery €7.
Please note packages will require a signature upon receipt.

What happens if my voucher has failed to be delivered?
If your voucher has not reached you within the 5 working days delivery period, please contact us at +34 645 323 573 and one of our Just Candy customer service team will assist you.

How do I track my delivery order?
You will receive an order confirmation email showing the details of your order/s purchased, this will included your postal details and tracking numbers for each gift purchased. All packages can be tracked on line at www.offex.com.

EXPERIENCE DAYS

Can family and friends attend?
Yes. Certain experiences do have a restriction on the maximum numbers of spectators allowed on the day. Please check on the experience pages on the website for further details or contact our Just Candy experience team.

Are there any restrictions?
Certain experiences have a height, age, weight and health restrictions related to them. You will find all details on the website. The purpose of the restrictions is to ensure safety of all our clients while taking part in an experience. We reserve the right to refuse any participation in any of our experiences if the recipient has not informed us of any conditions that are deemed as dangerous for themselves or the other party.

It is the responsibility of the recipient to comply with all necessary requirements prior and during participating in an experience. Failure to do so will result in a cancellation of the experience. An inability to meet the requirements of the service provider will deem your experiences as non-refundable.

Some of our experiences will require you to sign a disclaimer, produce a medical certificate or complete a medical questionnaire. Once the documentation is signed you warrant that the person/people taking part in the experience is fully mentally and physically fit to take part in the experience.

 

PAYMENT

What payment methods do you accept?
We accept all major credit cards Visa, MasterCard and American Express. We also accept bank transfers. If you wish to set up a bank transfer please contact our customer service team +34 645 323 573.

Is my personal information safe if I buy online?
Yes. Just Candy is totally committed in providing a safe and secure online shopping experience for all our customers.

Just candy offer 100% secure payments. Your payment details are entered directly on to secure servers. Just Candy does not hold your credit card details at any stage during the transaction to ensure you have 100% security at all times.

Just candy holds a strict privacy policy. We will never disclose your personal details to a third party under any circumstances. These details are solely used for the use of processing your purchases and redeeming your vouchers.

Now I have finished shopping how do I check out?
When you have finished shopping, please click on View Cart to view your details. If everything is correct click check out and follow the stages to complete your purchase, you will receive a confirmation email. If you receive any difficulties at this time please contact our customer experience team on +34 645 323 573.

REDEEMING GIFTS AND BOOKING YOUR EXPERIENCE

How do I redeem my Just Candy voucher?
You will need to contact your service provider directly to make a booking; their details will be inside your information pack.

You will find on the back of your voucher a personalised voucher code and on your welcome letter a product code, you will need both of these codes before booking your experience with your service provider. Please give the full name of the person/s taking part in the experience. This is important, as some experiences will require your details for security reasons on the day of the experience.

What is a Just candy service provider?
A Just Candy service provider is individually recognised as an outstanding leader in their industry. They provide quality and professionalism that is unparallel to anyone else in their field.

Can I bring my temporary voucher to any Just Candy service provider to redeem my experience?
No. An experience cannot be redeemed without an original voucher. All vouchers contain a personalised security code.

Is there an expiry date on my voucher?
Yes. The gift voucher is valid for 10 months from the purchase date. And must be redeemed before expiry date or it will be deemed invalid.

Can I extend my expiration date?
Yes. To extend your gift voucher you must call the Just Candy customer service team at +34 951 567 9876. There will be a one time extension fee of 30€ to extend your voucher for a further 3 months. We will require your personal voucher codes on your original voucher to complete this process.

What happens if my chosen gift is less than my voucher cost?
With an open voucher often our customer chooses a gift that costs less than the voucher. This balance is held in credit in your Just Candy Account and converted into experience credit which than can be used to book another gift experience for a further 6 months. If the experience credit is not used in the period of time the balance becomes null in void. No cash refunds will be made.

Can I exchange for another one?
Yes. This is only possible for open ended vouchers and experiences that have not been booked and confirmed. You can exchange your experience within 14 days of purchase for an additional administration charge of 25 €, after this time period exchange is not possible. For higher cash difference, payments have to be made in full before taking part in your experience. For lower cost items, the balance will be held in credit in your Just Candy Account for a further 6 months until you are ready to book another experience. If nothing is booked within this period, the amount becomes null in void. Exchanged vouchers cannot be refunded.

Do you allow for refunds?
Refunds are allowed within 30 days of purchase. All refunds must be requested by the original purchaser in accordance with the original payment method. No refunds shall be permitted once an experience has been booked and confirmed. Original vouchers must be returned to us before any refunds are made. Terms and conditions apply.

What dates are available for my experience?
You will find these on the experience details page under ‘availability’. Certain experiences are seasonal and have limited dates and availability. If you have any queries about dates please call the experience team on +34 645 323 573.

ADDITIONAL INFORMATION

What do I need to give the provider on the day?
On the day of your experience you have to give the service provider your Just Candy gift voucher, you will also be required to show ID (passport or driving license for security reasons) failure to provide this may result in the loss of your experience.

What if I have to cancel?
Each service provider holds their own cancellation polices (available upon request at time of booking). You will have to check with the service provider as to their company terms and conditions.

Can I change the date of a booked experience?
Once you have confirmed a booking by phone or e-mail this means that your voucher has been redeemed and your experience has been confirmed with the provider. This then leaves the changing of dates of your booked experience to the discretion of the service provider and their terms and conditions, you may be required to pay an additional fee for the change of booked dates.

What happens if the experience does not go ahead on the day?
Certain experiences are subject to weather conditions or mechanical failure and illness. We advise you keep in contact with the service provider and contact them before setting off for your experience. Telephone numbers will be provided with your gift pack. If your experience is cancelled by the Provider, the Provider will reschedule the experience directly with you. Please note that flying, sailing and hot air ballooning often need to be re-scheduled due to weather conditions.

What happens if I am unable to make my experience on the day?
If your experience has been booked and confirmed it is left to the discretion of the service provider. An additional charge may be incurred.

What if my voucher has been lost or stolen will just candy replace it?
No. We apologise, but no refunds/replacements can be made for lost, stolen or damaged or fraudulent vouchers.

Does Just Candy Offer insurance for experiences?
No. Just Candy does not offer insurance. Our service providers maintain liability insurance as required by their industry. You may be asked to sign a disclaimer before participating in certain experiences. If you require additional insurance for any experience, please contact us at: admin@justcandygifts and we will be happy to advise you.

Who do I speak to if I want to make a complaint?
Just Candy are committed to providing quality and high levels of service, in the unlikely event of you experiencing a problem, please initially take this up with the supplier on the day so that the problem can be rectified immediately. If you are still not satisfied then please speak to our customer experience team at service@justcandygifts.com and we will do everything we can to help you.