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FAQ

BUYING GIFT CARDS IN BULK

How can I place a bulk gift card order?

You can place your order through our proprietary online ordering system, ngcdirect. Upon approval of your account you can start placing all your Gift Card and eGift Card orders.

Access your account at www.ngcdirect.co.uk, add the items you want to your shopping basket, choose your desired delivery method and payment method and you are done!

If you need assistance setting up your account, call +44 (0) 1344 987678. Our customer service representatives are available Monday to Friday, 9:00 a.m. to 5:00 p.m. (excluding bank holidays).

What should I do if I forgot my username and password for ngcdirect?

Should you forget your username and password for ngcdirect, click the ‘FORGOTTEN YOUR PASSWORD’ link under the login boxes on ngcdirect.co.uk. A link will be sent to you to reset your login information.

I can’t find a certain denomination on ngcdirect, what should I do?

Contact one of our customer service representatives at customerservice@ngc-group.co.uk or call +44 (0) 1344 987678. Our knowledgeable customer service team is available to assist you Monday to Friday, 9:00a.m. to 5:00 p.m. (excluding bank holidays). It is frequently possible to arrange for any denomination you require.

Can I modify my order after I submitted it?

Please make your selections carefully as all transactions are final. If you need special assistance with an order you can contact your Account Representative or email our customer service team at customerservice@ngc-group.co.uk.

How can I check my order status?

You will receive email notifications with your order statuses. You will receive an email order confirmation indicating that we received your order successfully. Once your order is processed and despatched, you will receive an email confirmation. You can also find all your order status information in your ngcdirect account, under ‘Order History’.

What is your return policy?

Make your Gift Card selections carefully as ALL SALES ARE FINAL. If you have any further questions please contact your Account Representative or call us on +44 (0) 1344 987678.

BUYING eGIFT CARDS IN BULK

What is the difference between eGift cards and gift cards?

eGift cards are sent to the recipients via email so they can be printed out. Gift cards are sent to the recipients by post in the form of physical plastic cards or paper vouchers.

How can I place a bulk eGift card order?

Access your account at www.ngcdirect.co.uk, add the items you want to your basket, complete your payment and delivery information, choose your desired payment method, make sure you enter the accurate email address in the delivery section and you are done!

Are there any extra fees associated with the purchase of eGift ards?

For bulk eGift card orders you will only be charged the price of the eGift cards and we will not charge delivery or any other related fees. For individual fulfilment of eGift card orders, you will be charged the price of the eGift cards plus a delivery and customisation fee when applicable.

What will I receive when I place a bulk eGift card order?

You will receive a password-protected Excel file with the merchant/retailer name, denomination, SKU, and eGift card secure URL. Depending on the merchant/retailer, a PIN or Challenge Code may also be included.

Can we get the raw code? Why is it in the URL format?

Most brands cannot or will not provide raw codes. The brands or their third party eCode providers encrypt the raw eCode into a URL string for security and fraud prevention. Contact your sales representative for more information if you need raw codes.

How can I check my order status?

You will receive an email order confirmation indicating that we received your order successfully. Once your order is processed you will receive an email alerting you that your order is ready to be downloaded. Your eGift cards will be downloaded from our EMS system. You will receive an email notifying you to create an account within our EMS where you can download your files, check your eCode order status and view past orders.

Can I modify or cancel my order after I submitted it?

Not at this time, make your selections carefully as all transactions are final. eGift cards cannot be returned, blocked or replaced. If you need special assistance with an order contact your Account Representative or email us at customerservice@ngc-group.co.uk.

Are eGift cards mobile-friendly?

Yes and No. A better question is, "Can a cashier scan an eGift card off of my mobile device?" The answer to that is it depends on the brand. Check with the specific brand before using your eGift card.

INDIVIDUAL FULFILMENT OF EGIFTS

What do the recipients receive when I send individual eGift Cards?

An email message is sent to your recipient list with a secure, encrypted URL to retrieve their eGift Card online. The URL in the email goes to a page showing the specific retailers’ eGift Card, its value and code number (and PIN, if necessary). This page also gives simple instructions for redeeming the eGift Card.

How do you prevent the eGift Card email from getting lost as spam/junk?

We adhere to all industry best practices to ensure successful delivery of the eGift Card via email. Still, there is a chance that the email will be treated as spam/junk or the recipient didn't notice it in their email inbox.

How do I know the recipient actually received the eGift card I sent them?

Like physical mail that is returned by the post office as ‘undeliverable’, NGC can track email history for undeliverable or bounced messages. Should an email come back as a bounced message due to a bad/inaccurate email address, the customer will be notified with this information. NGC will resend the eGift card to the recipient for an additional individual fulfilment fee.

What if someone loses the eGift card?

An eGift card has cash value and should be safeguarded as such. If you misplace your eGift card, you can reprint it if you bookmarked it in your browser or click on the URL in the original email. Per retailer policies on eGift Cards, NGC cannot block and replace eGift Cards at this time.

What happens if someone gets locked out of their eGift Card?

When someone types a wrong PIN, the system will lock them out for 15 minutes. The only way to solve this is to wait the 15 minutes before trying again. There are no other means to unlock the eGift Cards.

Do eGift Card recipients need a special printer?

Most standard office and home printers are equipped to print eGift cards. Some printers produce great results, and older printers sometimes don't print certain images well, but the most important thing is that the code number below the eGift Card is clear.

Do eGift card recipients need to print in color?

They do not need to print in color.

PAYMENT INFORMATION

What payment methods do you accept?

We accept the following payment methods:

Bank Transfer: You send payment to our bank account via bank transfer. We will provide our bank account information upon request. This is our preferred method of receiving payment.

Credit Card: We accept MasterCard, and Visa credit and debit cards. A 3.65% processing fee will be applied to all credit card orders.

Where can I get my order confirmation to process payment?

Your order confirmation will be generated during the check-out process, as a final step you can open it and print it out. When you submit your order, you will also receive an email confirmation with the same information. This information is also available in your ngcdirect account, under ‘Order History’.

Can I change my payment method?

Each time you place an order through ngcdirect you will be able to choose your desired payment method. Your default payment method will be set when you sign up for your ngcdirect account, but you will be able to change it at any time.

Can you store my credit card information?

To ensure the security of your credit card information, we do not keep credit card information on file. We will need you to provide this information each time you would like to pay with a credit card.

DELIVERY INFORMATION

I just placed a Gift Card order, when is it going to be despatched?

We process and despatch all orders once payment is received and processed. Once we process your payment, it can take up to three (3) business days for your order to leave our offices and up to five (5) business days during our Holiday Season (October 15 – January 15). All orders are processed during our regular business hours, Monday to Friday from 9:00 a.m. to 5:00 p.m. If you placed your order after 1:00 p.m. it might not be processed until the next business day.

What if I need my order by a specific date?

You can choose a payment and delivery method that facilitate the process and receipt of your order. If you need assistance choosing the right method, you can contact your Account Representative or email our customer service team at customerservice@ngc-group.co.uk.

Will I receive active Gift Cards?

All Gift Cards will be active upon receipt unless otherwise noted.

What delivery methods do you offer?

We offer Royal Mail or courier options.

Please contact the office for further information +44 (0) 1344 987678.

Where do you deliver Gift Cards?

Gift Cards can be delivered to valid street addresses almost anywhere in the world. Contact your Account Representative or email us at customerservice@ngc-group.co.uk for more information about our delivery options, you can also call +44 (0) 1344 987678.

Can you deliver to a Post Office (P.O.) Box?

For your protection we cannot send Gift Cards to P.O. Boxes.

Do you offer international gift cards and eGift cards?

Yes, we offer US, Canadian, UK and other European retail, restaurant and specialty Gift cards and eGift cards. Please contact your sales representative for more information on our international capabilities.

Can you despatch a partial order?

We cannot despatch partial orders. If you need special assistance with an order contact your Account Representative or email us at customerservice@ngc-group.co.uk.