GiftFlex® Maestro Gift Card -
Frequently Asked Questions
Where can I use my GiftFlex® Gift Card?
You can use your card at any retailer at a participating shopping centre that accepts the Maestro® card.
Is the Gift Card valid without my signature?
The user must sign the Gift Card. Retailers should verify the user’s signature on the receipt with the signature on the Gift Card. In some circumstances, particularly if the amount purchased is substantial, an additional proof of ID may be required.
How do I return something purchased with my
Gift Card?
Keep your purchase receipt and Gift Card in case you wish to make a return. Return policies may vary according to the retailer. Please ask about the return or exchange policy when making your purchase. If the retailer agrees to reimburse you for your purchase by crediting your Gift Card, you need to be aware that funds may not be available on your Gift Card for further use for three to seven days.
Is my money secure?
Yes. Your money is safely on deposit at Newcastle Building Society, which is authorised and regulated by the Financial Services Authority (for further information, go to www.fsa.gov.uk/register) and is entered in the Financial Services Authority Register under Registration No. 156058. Newcastle Building Society is also a fully licensed member of Master Card International.
How much does the GiftFlex® Gift Card cost?
There may be an upfront purchase fee, depending on where the card is sold and the level of packaging provided with the card. Other card usage fees apply and these are clearly detailed in the Fee Summary section of your GiftFlex® Gift Card terms and conditions.
Can I use my GiftFlex® Gift Card straight away?
Yes. Once purchased your card is activated and you can use it at any outlet where Maestro® is accepted.
How do I top up my card?
An GiftFlex® Gift Card is loaded at the time of purchase only and cannot be reloaded.
Can I get cash from an ATM machine?
No.
Can I use my GiftFlex® Gift Card to get cash from a bank?
No.
Can I use my card for everyday purchases?
Yes. You can use your GiftFlex® Gift Card at any outlet displaying the Maestro® sign, as long as you have sufficient funds in your account.
Can I use my card for online shopping?
You can't use your GiftFlex® Gift Card to purchase goods and services online. Most outlets will try to verify the address of the cardholder with us to authorise a purchase. As the card is anonymous, we will not be able to confirm your details; an online transaction will therefore not be accepted. The card is not suitable for Internet purchases or mail or telephone orders.
Can I use my GiftFlex® Gift Card abroad?
No. Your GiftFlex® Gift Card can only be used in the country of purchase wherever the Maestro® brand mark is displayed.
How can I check my balance?
To check the amount of available funds on your card, or for other information regarding your card, contact the information desk at the shopping centre where the card was purchased. Alternatively, you can check your balance online by clicking below.
Check your balance here...
Will I receive a statement showing my transactions?
We do not issue statements showing transactions or balance details. However, cardholders can obtain this information via our website.
Will we allow you to go overdrawn?
No. Your GiftFlex® Gift Card only approves transactions up to the amount remaining on the card.
What happens when my card expires?
Once the available funds of the card are fully used, the card will no longer be usable for any transactions and you can destroy the card by cutting it in half through both the magnetic stripe and card number. The card will no longer be valid for use after the expiry date on the face of the card, or when the available funds reach zero. After card expiry, you may claim any portion of the loaded value of the card by writing to us, within the time periods set out in the Terms & Conditions.
How do I close my card?
The card will expire at the end of the month indicated on the face of the card. You can, however, close your card early by writing to us. When we receive your notice of cancellation, any remaining funds in your account will be reimbursed to you, once all your transactions and applicable fees have been processed. If your card has not expired, we may ask you to return the card. See terms & conditions for full details.
Can I create or change my PIN?
No. We will not be issuing a PIN for use with GiftFlex® Gift Card.
Why is my card not CHIP & PIN?
CHIP & PIN is currently only mandated for credit and debit cards. At present, Pre-Paid is not mandated to be CHIP & PIN. Furthermore, the Gift Card is anonymous and therefore would not benefit from the added security of CHIP & PIN.
What happens if my GiftFlex® Gift Card is lost or stolen?
Keep safe a separate copy of the details of your Gift Card number in case of loss or theft. If your Gift Card is lost or Stolen, call our helpline on UK: 0870 850 1929 or on ROI: 081 821 0043.
Your Gift Card can be replaced, ONLY if you contact us before the card is used and you can provide the details of your Gift Card number. At your request, we may issue you with a replacement card by following the procedures outlined in the terms & conditions. Please note that you will not be liable for any unauthorised transactions on your card after you have declared it lost or stolen, however, you may still be liable for any transactions in the period before you contact us at the above number.
Think of your GiftFlex Gift Card as being cash, treat it like cash!
See terms & conditions for full details.
You may be required to help us, our agents or the police, if your card is lost or stolen or we suspect that the card is being misused.
What happens if a transaction that is not mine appears on my account?
If you believe that any of the transactions in which your card was used are unauthorised or you believe a transaction has been incorrectly posted to your account, you may claim a refund of the applicable amount by writing to us within 14 days of the date of the relevant transaction. However, as your GiftFlex® Gift Card is anonymous, it may prove difficult to establish whether the cardholder or someone else carried out a transaction. Remember, this card is like cash, treat it like cash!
We reserve the right to investigate all requests for a refund, and may charge an investigation fee. See terms and conditions for full details.
Who do I contact if my personal details change?
The GiftFlex® Gift Card is anonymous - There is no need to contact us.
What are your Customer Services opening times?
Customer Services are contactable Monday to Friday, 09:00 to 18:00. The Lost and Stolen help line is available 24 hours a day, seven days a week.
I'm not happy with the service. How do I make a complaint?
If you are unhappy with the way your account is being run, or you believe that a transaction has been incorrectly posted to your account, you should write to Customer Service, Giftflex®, 88 Kingsway, London, WC2B 6AA or Customer Service,Giftflex®, PO Box 10360, Dublin 3, or email
so that we can investigate the circumstances as soon as possible.
If we are unable to resolve any complaint through our internal complaints procedure, you may contact the Financial Ombudsman at: South Quay Plaza, 183 Marsh Wall, London E14 9SR.
Telephone: +44 845 080 1800
Email:
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