eVouchers - FAQ

Frequently Asked Questions - eVouchers

What is an eVoucher?

An eVoucher is an easy way for you to send a friend or relative a gift from forbiddenplanet.com. The eVoucher takes the form of an email, which you can personalise to suit the recipient or occasion. This email contains a code that can be redeemed online at forbiddenplanet.com, allowing the recipient to choose an item or items of their choice.

What is the difference between an eVoucher and a Gift Voucher?

An eVoucher can only be bought and redeemed online at forbiddenplanet.com. Gift Vouchers can be bought online at forbiddenplanet.com or in any of our stores. Gift Vouchers take the physical form of a card, and they may only be used in our stores.

Why can I only use the eVoucher online?

If you receive an email containing an eVoucher code, you cannot use that code in our stores. This is because our stores cannot process the voucher number through the till point. Please check our Gift Voucher page.

Can I buy an eVoucher if I’m outside the UK?

You cannot buy or redeem an eVoucher, or use Site Credit, if you live outside the UK.

Do I need an account with you to buy or redeem an eVoucher?

You will need an account with us to buy an eVoucher, or to redeem one given to you. To open an account with forbiddenplanet.com, click here.

How do I buy an eVoucher?

On the Homepage, click on the ‘Vouchers’ icon in the centre of the very top menu. This will take you through to the eVouchers and Gift Vouchers page. To buy an eVoucher, click on the blue button. This will take you through to a page where you can choose a theme for your Voucher, and fill in personal details and the amount selected. When you are happy with your Voucher, click the ‘Save & Preview’ blue button at the bottom of the page. This will allow you to check a preview of your Voucher.

If you’re happy with your Voucher, click the ‘Continue to Billing’ blue button, and you will be taken through to a secure page where you can make your payment. Please note that you cannot pay for an eVoucher with Site Credit.

How do I redeem an eVoucher?

There are two ways to redeem your eVoucher. The first way is to click the link in your eVoucher email.

The second way is through our website. On the Homepage, click on the ‘Vouchers’ icon in the centre of the very top menu. This will take you through to the eVouchers and Gift Vouchers page. Scroll down and find the option, ‘I would like to redeem my eVoucher’. Click here, and you will be taken to a page titled ‘Site Credit’. If you copy and paste your eVoucher code in the box, the amount of your eVoucher will be added to your Site Credit account.

What is Site Credit?

Site Credit is the amount of credit that you have with forbiddenplanet.com. When you enter the code for your eVoucher, the amount will be added to your personal Site Credit.

As you use your Site Credit, you will also be able to view your Transaction history on this page.

What can I buy with Site Credit?

You can buy, or pre-order, any item on the website with your Site Credit, but we do have some restrictions. You cannot use your Site Credit on an order that you have already completed with your credit/debit card. You cannot use your Site Credit to pay for another eVoucher, or as part of your Comics Subscription Service. Once you have ordered an item and completed the transaction using your Site Credit, you cannot then change the amount of your Site Credit applied to that order.

What happens if I want to order something that costs more than my Site Credit?

If you would like to place an order that totals more than your current Site Credit, you can pay for the remainder with your credit or debit card in the usual way.

If you have enough Site Credit to pay for your entire order, you will not need to enter your card details at the shopping cart stage.

In either case, we will debit your Site Credit with the correct amount once we have confirmed your order.

What happens if I cancel my order?

If you cancel an order, or a part of an order, paid for with Site Credit, we will refund the correct amount of your Site Credit to you. If our Mail Order team cancel an item or items in your order, we will refund the correct amount of Site Credit to you.

You will be able to track all changes to all Site Credit orders on your Transaction page.

Can my Site Credit be refunded?

Should you seek a refund on items bought with your Site Credit, we will refund your Site Credit with the amount in question. We will not refund your credit/debit card account with this amount.

What happens if I send an eVoucher and it doesn’t arrive?

We will give you the option to re-send your eVoucher email to your chosen recipient.

Does an eVoucher have an expiry date?

An eVoucher, in email form, has an expiry date of one year from the date that you send it. Once you have entered your eVoucher number onto our website, and it has become Site Credit, that credit will not expire.

If I am given an eVoucher, or if I have bought an eVoucher and I change my mind, can I return it to you?

You cannot return an eVoucher to us.

I’m a Forbidden Planet Affiliate. Will I earn from purchases made with Site Credit?

You cannot earn from purchases made with Site Credit. To find out more about our Affiliate scheme, click here.

Frequently Asked Questions - Gift Vouchers

What is a Gift Voucher?

A Gift Voucher is a physical card that can be used in stores to pay for Forbidden Planet stock. Gift Vouchers come in £5, £10 and £20 denominations.

Why can’t I use the Gift Voucher online?

You cannot use a Gift Voucher online as our till systems cannot process the transaction. Please check our eVoucher page.

Which stores can I use a Gift Voucher in?

You can use a gift Voucher in all Forbidden Planet Limited stores.

Do I need an account with you to buy or redeem a Gift Voucher?

To buy or redeem a Gift Voucher in a store, you will not need to open an account with us. If you buy your Gift Voucher online, you will need an account with us. To open an account with forbiddenplanet.com, click here.

Do you charge P&P if I buy a Gift Voucher from your website?

If you buy a Gift Voucher from our website, we will charge you P&P. This is because we will send your Gift Vouchers to you by Registered Post, to ensure that the delivery arrives safely.

Can I return a Gift Voucher if I change my mind?

If you change your mind, you can return a Gift Voucher to us within 14 days for a refund.