Terms and Conditions
All Experiences and Gifts sold through BmyConcierge.com are supplied by our partner Red Letter Days whose terms and conditions apply to all sales
Packaging & Delivery
We now offer a choice of packaging and delivery methods.
- Gift Pack - £3.95
Personalised gift pack sent in our signature red box, in plain outer packaging.
- Envelope - Free of Charge
Personalised gift pack sent in our branded red envelope, in plain outer packaging.
- eVoucher - Free of Charge
Personalised gift pack sent to the email address of your choice.
We charge £1.99 delivery for up to three packs to the same UK address. Packs ordered before 4pm on weekdays will be sent by Royal Mail First Class post the same day. If a pack is required and your order is urgent, you can also request a temporary eVoucher to be emailed free of charge. Alternatively, you can choose our courier service or collect from our North London Head Office.
UK mainland delivery of tangible gifts such as wines, hampers, chocolates and electronics is included in the price. Expected delivery times and restrictions may vary and will be indicated in the specific Gift pages of our website. As these products are delivered direct by our suppliers, collection from our offices and use of our standard courier service is not available.
All experiences and gifts can be sent to you, directly to the recipient, or to another address at your request. If you haven’t received within a reasonable timeframe and you believe your pack has gone astray in the post, contact us and we can provide a duplicate, or eVoucher, free of charge. Whilst we will do our utmost to ensure that your gift is received on time, in circumstances beyond our control such as postal strikes, extreme weather conditions or other force majeure we are unable to be held liable for the delay.
For more urgent deliveries, we recommend our courier service. Orders placed by 4pm on working weekdays will be dispatched the same day. Details of this non-refundable service are as follows:
1 Day Courier - Next working weekday delivery - £5.95
Courier Delivery on a Saturday - £20.95
UK mainland delivery only
The courier charge covers up to 5 Gift Packs or Envelopes to the same address
Orders placed on Fridays after 4pm, or at any time on weekends or Bank Holidays, will be dispatched on the next working weekday
Deliveries are made at any time up to 5.30pm
A signature is required
We can send up to three Red Letter Days packs by standard post to an address outside of the UK and Channel Islands for £4.45. Please allow extra time for delivery.
If courier delivery is required for Northern Ireland, Isle of Man or anywhere else outside UK mainland, please contact our Customer Experience Centre on 0845 640 8000 as delivery times and charges will vary.
Last order dates, delivery times, opening hours and courier charges may change over the Christmas and New Year period. For seasonal variations see our website homepage or call our Customer Experience Centre.
Terms and Conditions
Red Letter Days offer two main voucher types, Experience vouchers that can be redeemed against our range of experiences or Lifestyle vouchers that can be redeemed against our broad range of lifestyle and leisure options.
All Red Letter Days experience packs contain either an active voucher or an activation card (which must be combined with retail gift receipt details to allow access to voucher details). Each voucher has a unique reference which must be quoted when dealing with Red Letter Days. Vouchers, activation cards, till receipts and the associated references must be kept safely and securely. Red Letter Days will take no responsibility for any loss you may incur as a result of voucher, receipt or activation card theft and impersonation or identity fraud. We reserve the right to cancel vouchers or credit balances that we deem to have been obtained fraudulently.
Experience vouchers are valid for at least 12 months from date of purchase. The exact expiry date will be printed on the voucher or advised upon successful activation. You must make your booking before this expiry date or the voucher will no longer be valid. However, unless otherwise stated, the participation date for an experience can be later than this. Credit can be used until the expiry of the voucher and is non-refundable.
Some experiences are sold as Time Limited Experiences. This means that the participation date must be both booked and taken by the Time Limited Experience Date. This date is clearly stated both at the time of purchase and on the voucher itself. If a Time Limited Experience has not been booked and taken by the Time Limited Offer Date shown, the offer will cease to be valid. However, an alternative experience can still be booked up until the expiry date of the voucher.
Lifestyle vouchers are valid for two years from date of purchase. The exact expiry date will be printed on the voucher or advised upon successful activation. You must use the voucher before this expiry date or it will no longer be valid.
Experience vouchers are totally flexible and can be used to book any other experience available. There will be no charge for exchanging, however if your chosen experience is higher in price than the value of your original voucher, you will need to pay the price difference. When redeeming, if your chosen experience is lower in price, the difference will be held as credit to use against any future purchase. Credit can be used until the original expiry date of the voucher and is non-refundable. Experience vouchers and Experience Credit cannot be used on lifestyle options.
Flexible gifting options such as Gift Cards, colour coded Flexible Experience Packs and ‘Perfect for...’ Gift Vouchers are designed to allow the recipient to choose from a selection of Red Letter Days experiences or gifts. Although the selection detailed in the pack is correct at the time of printing, it may change from time to time.
Lifestyle vouchers allow a range of redemption options from a variety of third party retailers and these are also subject to change. While we take great pride in offering flexibility in all of our vouchers, we do restrict the choice to the products shown during the Lifestyle booking or redemption process.
To book your voucher, you must first register it with Red Letter Days. Once registered, you are able to check experience details and confirm your choice of venue with us, or select a tangible gift. You will then receive a Booking Information Letter which includes any steps you must follow to make your booking date request direct with the venue. Once your booking date is confirmed, you may be required to bring the Booking Information Letter with you on the day.
Refunds can be made on unused vouchers bought direct from Red Letter Days within 14 days of purchase. Where dates have already been confirmed as booked with an experience venue, refunds within 14 days are subject to their cancellation policy (see below).
Refunds are always made to the person who purchased the voucher, and if originally purchased by credit or debit card, the refund will be credited to the same card, or in some cases by cheque.
Refunds for valid unused Red Letter Days Experience vouchers purchased from other retail outlets should be taken up direct with the retailer, subject both to the retailer’s own return policies plus any specific terms and conditions detailed on the gift pack or packaging itself. Till receipts must be retained as proof of purchase.
If a voucher has been purchased through one of our authorised corporate accounts or corporate Points Schemes, any refunds issued will be in the form of a credit note or as credit to use on future Red Letter Days purchases.
Where non-perishable, non-personalised tangible gifts such as wines and electronics have been ordered direct from Red Letter Days, the order can be cancelled and a refund requested within seven working days of receipt of the goods. Goods, including free gifts selected as part of a promotion, should be returned intact to the address we specify as close as possible to their original unused condition. In the event of non-delivery, despatch error, shortage or if damaged goods are received, please notify us as quickly as possible.
Once you have confirmed your booking date with a venue you are bound by their terms and conditions regarding cancellations or changes. It is not possible to change the booking unless the venue agrees to the change.
Sometimes the venue may need to cancel the experience at short notice for reasons beyond their control, such as adverse weather conditions, illness or mechanical breakdowns. Therefore, we strongly recommend that you contact the venue on the day before you depart for your experience to check. We regret that in the event of cancellation, Red Letter Days is unable to reimburse travel, accommodation or any other expenses you may incur in relation to the cancelled experience.
Certain experiences, gifts or lifestyle options are subject to minimum or maximum requirements specified by our suppliers; e.g. age, health, height or weight. Full details are included with all product information and we will notify you of any such restrictions when you submit your booking request. Once a booking is confirmed, it may not be possible to cancel if these requirements cannot be met, so please check carefully.
The information provided by Red Letter Days about each experience, gift and lifestyle option is correct at the time of print. However, their content or format may change slightly during the year. Current details are available on our website. Experiences are for one participant unless otherwise stated in the title or the experience details.
The images used to illustrate tangible gifts, lifestyle options and experiences, particularly those that take place at more than one location, are used as an indication only. The vehicles, craft, machines, animals and settings at each venue do vary.
The Red Letter Days network of suppliers includes many of the UK’s best experience venues. We are always adding to the locations we offer, but occasionally we may need to withdraw venues featured here for reasons beyond our control. If your preferred location is withdrawn, you will be offered alternative venues wherever possible, but please note this is likely to be at a different location or with a different supplier. Where locations are stated as ‘UK wide’, locations may be limited in some areas. Each venue has its own terms and conditions (available upon request) and your participation is conditional on your acceptance of these.
Session lengths are approximate, vary from venue to venue and are given simply as an indication of the time you will spend at the venue. Unless stated otherwise, you will usually be taking turns with other people and there may be waiting time involved. We give itineraries as a guide only and the running order of an event may change.
All our experiences, gifts and lifestyle options are offered subject to availability. The most recent information on availability will be displayed on our website. Please book as early as possible, preferably at least 28 days in advance or further for peak dates such as weekends or holiday periods. We strongly suggest you do not make arrangements in connection with the booking until it has been confirmed with the venue.
Where specific elements of the experience such as vehicles or celebrities are not available due to mechanical breakdown or illness, the venue reserves the right to make reasonable substitutions on the day. If this is not possible the venue reserves the right to cancel the experience at short notice.
Last Minute Deals
We often have late availability for experiences at special prices, and bookings for these can generally be made right up until the day before the experience date. For these bookings, we will provide essential details over the phone, as we cannot guarantee that these details will arrive by post in time for your experience. Experiences bought under these conditions cannot be refunded or exchanged. Dates for an experience bought under these conditions, once booked, cannot be changed.
Click here for our latest Last Minute Deals.
Promotional Codes and Discounts
Only one valid Red Letter Days promotional discount or discount code can be applied per order and can only be used if a discount has not already been applied. They may be subject to promotion specific terms, conditions and validity periods and may be withdrawn without notice at any time. We reserve the right to restrict their use in conjunction with credit, Lifestyle or Points balances, or against certain products, charges, order channels or order values.
Free Personal Accident Insurance
For your peace of mind, we provide free personal accident insurance for all of our UK-based experiences, applicable to all participants aged up to 79 years.
Personal injury is covered for £50,000 following death or permanent total disablement. For those under 16, death benefit is restricted to £10,000. Temporary total disablement, which entirely prevents the insured person from engaging in their usual business or occupation, is covered for up to two years at the rate of £150 per week after the first 14 days. Medical expenses are also covered to a maximum of £5,000.
Click here for full details of insurance cover, including claim procedure.
We welcome the participation of disabled people in our experiences and lifestyle options though we recognise that certain experiences may present difficulties for those with disabilities. We are committed to ensuring that disabled customers are given every opportunity to participate, so we ask that you tell us about any relevant disability at the time of ordering. This enables us to do our best to meet the participant’s particular needs. We will be happy to provide information about the disabled facilities available at specific venues on request.
We welcome your feedback on all of our products. If you have a problem or complaint on the day, please bring it to the attention of the host or experience manager at the venue as soon as possible, so that they have a chance to put matters right. If your problem is not resolved on the day, please contact us, including your voucher reference, participant and venue details, and we will be happy to take the matter up with the supplier. In general, we consider it unreasonable if you take no action during an event, but then make a complaint at a later date.
Where Lifestyle vouchers have been redeemed against third party vouchers, complaint procedures are as detailed on the the third party website.
Red Letter Days Experience Cheques are sold in denominations of up to £35 and can be used by the holder as part payment towards the purchase of Red Letter Days experiences. Experience Cheques are valid until 31 December of the year following the year of purchase. They can only be redeemed with Red Letter Days prior to the expiry date printed on the cheque and cease to be valid for any purpose beyond this date.
Up to 25 Experience Cheques can be delivered in a special wallet for a charge of £1.99 p+p by First Class post to the same UK address, or via our 1 Day Courier service. Refunds can only be accepted on valid Experience Cheques where the minimum original order value is £50, and are always made to the original purchaser. Defaced or damaged Experience Cheques are invalid. The risk of theft or other loss of an Experience Cheque for any reason is borne by the cheque holder. Red Letter Days experiences purchased with Experience Cheques are subject to our standard terms and conditions.
Other Terms and Conditions
All prices quoted in our promotional literature and on our website include VAT where applicable and are correct at the time of publication. We reserve the right to increase the price of any product without notice.
In order to maintain the highest standard of customer service and to help with the ongoing training of staff we listen to and occasionally record telephone calls.
Whilst we take every care in choosing our suppliers, inclusion in our range does not mean that we guarantee their safety standards or satisfactory performance of any of the experience suppliers. Red Letter Days’ liability for any claim of breach of obligation regarding any single voucher or gift shall not exceed the price of that voucher or gift. This excludes claims arising from personal injury or death due to the negligence of Red Letter Days or anyone for whom Red Letter Days is responsible.
The text, illustrations and images used in all Red Letter Days promotional literature are protected by copyright and must not be copied in whole or in part without the express permission of Red Letter Days Ltd.
All the above terms and conditions apply as a condition of using any voucher, whether or not the voucher holder is the original purchaser. Red Letter Days reserves the right to change these terms from time to time without reference to customers. These terms and conditions do not affect your statutory rights as a consumer, and are governed by and in accordance with English law. The purchaser and Red Letter Days agree that any problems fall under the jurisdiction of the English courts.
Red Letter Days, Red Letter Day, Red Letter and Red Letters are all trade marks of Red Letter Days Ltd; Red Letter and Red Letter Days being registered trade marks. We are a well-known brand within the UK and Europe and have acquired both registered and unregistered rights in our trade marks (listed above) and our logos. No-one may use our trade marks without our express written permission. Neither the purchaser nor the recipient is entitled to use any Red Letter Days trade marks or logos. Affiliates who have been accepted by Red Letter Days onto our Affiliates’ Scheme will be provided with strict guidelines regarding the use by authorised affiliates of the Red Letter Days trade marks and logos.
Red Letter Days complies with each of the eight principles of the Data Protection Act 1998. Those principles require that data is:
- fairly and lawfully processed
- processed for limited purposes
- adequate, relevant and not excessive
- not kept longer than necessary
- processed in accordance with the data subject’s rights
- not transferred outside the EU without adequate protection