Making dreams come true for 18 years | 1999-2017
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Frequently Asked Questions

Can I use my voucher at any location?

Most vouchers can be redeemed against any experience within the range - we offer a free no quibble exchange. Remember the location must be listed and you must first activate your voucher.

Please contact us if you think you have difficulties reaching the location(s) listed and one of our Experience Hunters will try to source an alternative for you.

How long does delivery take?

Delivery varies depending on the product ordered.
Experience Vouchers
If you have selected an email voucher, whilst most of these arrive within a few minutes, please allow up to 2 hours for delivery to the email address mentioned in your order. If you haven't received it in this time, please check your spam or junk email as sometimes our emails end up in here.

Paper or USB gift boxes
Delivery of postal vouchers to UK addresses usually takes 1-2 working days as these are sent via First Class post. Please allow 5 working days before contacting us if you haven't received it. Delivery to other countries may take longer and we would always suggest requesting an email voucher whilst you are ordering.

Tangible Products (name a star/hampers/newspaper gifts/etc)
Delivery information varies depending on the product you have ordered. Please refer to the product description for more information.

Non-Receipt
We're sorry to hear you've not received your order yet. Please contact us with your order number or the email address you used to place your order and we'll be more than happy to assist further!

How long do experiences last?

The approximate session length is displayed on our product descriptions or on your voucher as a guide only. Where possible we do try to give clear indications for the duration of experiences. Sometimes this is difficult, especially for those experiences affected by the weather or fuel consumption. For example if you fly in a jet and want a steady flight, it will last longer than if you just want to maximise speed and force, where it will be over a bit quicker.

Where are my nearest experiences?

You can use our experience map to locate experiences close to you and filter by price, experience type and number of participants.

Is the picture shown on the product or my voucher the car/plane/etc I will use on my experience?
The pictures and images used in our website and printed materials are for illustration indication only, as the machines, vehicles, craft, animals and setting at each venue do vary and may not reflect a true likeness. Where possible, we try to use images from each of our experience locations.
Do I need to choose a specific date when purchasing a voucher?
No, our vouchers are open-dated and valid for 12 months from the date of purchase. You can then give the voucher as a gift to the recipient and they can book their own date with us directly!
How do I book a date?
To book a date, just click here and follow the instructions on screen.
What dates are available for this experience?
Availability depends on the experience you're looking at and if you prefer a weekend or a weekday date. Weekend dates are usually more popular and get booked up far in advance, particularly during peak season.
If you already have a voucher, the easiest way to check availability would be to activate your voucher. One of our team will contact you with information to book in.
If you don't have a voucher, just contact us with your preferred dates and we will be happy to check!
I want to know more about Golden Moments
Golden Moments has been organising gift experiences since 1999 in the UK, Europe and beyond!
We currently operate in UK, France, Ireland, Germany, Belgium, Italy, Austria, Spain, Sweden, Switzerland UAE, Denmark, Netherlands, Portugal, Poland and Finland - and we're constantly expanding!
To learn about our team, products and services, just click here.
How secure are my details?
We are registered as a Data Controller, and follow strict controls to keep personal information safe and secure. We will never sell your personal information.
All communication between your browser and our website is secured using a security certificate provided by Starfield Secure Certificate Authority - always look for the padlock when buying online.
We use WorldPay and PayPal, both PCI compliant global leaders, to securely process your payments to us, your card information is never stored on our systems.
Our server network is managed to ISO27001 quality standards.
How long is my voucher valid for?
All of our vouchers are valid for 12 months from the date of purchase unless specifically stated on the product description page or on your voucher. You must participate in your experience within the 12 month period or extension fees may apply.
Can I change my date/reschedule/cancel a booking?
Once a date booking has been confirmed the experience cannot be exchanged or refunded. Confirmation documents with the booking/ticket redemption number will be sent to confirm your booking to email address you have supplied. We ask you to read this document carefully and contact us on receipt if any changes need to be made. If confirmation does not arrive within 14 days you must contact us. In the event of a recipient not attending a booking it is classed as a non-show used voucher.
Will the price be on my voucher?

No, we'll never show the price on your voucher, unless you order a monetary value voucher!

What is your refund policy?

We are happy to make a 100% refund less any express shipping or packaging charges on non-expired open-dated vouchers bought directly from Golden Moments within 14 calendar days of placing the order, subject to written notification by post or email. After which but before expiry date refunds are subject to 25% administration charge, with a minimum charge of £15. Refunds are always made to the person who purchased the voucher or item, and if originally paid by credit/debit card or PayPal, the monies will be refunded to the same account.
Please note some products, such as personalised items, may not be eligible for a refund.
This refund policy only applies to vouchers purchased directly on our website. If you have purchased your voucher through another website, you may need to contact them directly for information on their refund policy.

I have a complaint

We're very sorry to hear that something went wrong and we'd like to fix it as quickly as possible. If you have a problem or complaint during your experience please bring it to the attention of the location staff at the earliest opportunity so they have the chance to put it right. We would wish you to raise any concerns immediately, rather than reporting the complaint upon your return.

If a resolution on the day has not been made to your satisfaction, please make your complaint in writing with full details including your redemption reference number. We would ask you to contact us using our online email form. Please allow upto 10 days for a full investigation and response.

I need my voucher urgently!
If you need your voucher immediately, you can select an email voucher during the checkout process. This will arrive in your email inbox instantly after your payment has been confirmed.
If you'd like a postal voucher you can select for next day delivery to UK addresses only for an additional cost.
I would like to discuss a corporate opportunity
Our corporate team would love to hear from you. Please submit your brief to corporate@goldenmoments.com or if you'd prefer to speak to someone, our dedicated team is available between 9am - 5pm Monday to Friday on +44 (0) 2392 681 410.
How can I contact you?
We've lots of different contact methods such as telephone, email or live chat. Click here to view them.
Can I bring a spectator to my experience?
Usually yes. Although for some locations there may be certain conditions, such as age restrictions, or a small charge (towards insurance costs, it usually includes refreshments). Please confirm this with us upon booking if you wish to bring a spectator.
How can I extend my voucher?
This information applies only to vouchers directly purchased on our website. If you have purchased your voucher from another company, please contact us for assistance.

If your voucher has expired, a reactivation fee is payable and can be paid online here.
If your voucher is still in date and you need longer in order to do your experience, you can order the extension fee online here.
In both cases, your voucher will be valid for a further 12 months from the date of placing your extension or reactivation order.
If you need to discuss exceptional circumstances for not using your voucher within the expiry date, please do contact us with your voucher number.
I need to make travel or accommodation arrangements to use my voucher.
We strongly advise you to wait for your booking confirmation detailing the date and time booked before booking any travel or accommodation. Where an experience is cancelled we unfortunately will not be able to reimburse for any expenses relating to this.
Can I change my experience?
In most cases, if your voucher was purchased through our website directly and has not been activated, you can exchange your voucher for another experience.
In order to do so, please follow these instructions:
  1. Find the product you wish to have
  2. Click "Buy Now"
  3. Enter in the details requested
  4. At the payment screen, type your old voucher number in to the "Exchange My Voucher(s)" field
  5. Our website will prompt you to pay the difference if there is any
  6. Your exchange is completed!
Do I need to book a date or can I just arrive at the location?
For most of our experiences, pre-booking is absolutely essential. Unless you have been advised by one of our team, please make sure you visit our activation site and proceed from there to make your booking.
Can I provisionally book a date?
As Golden Moments are a third party agency, we are unfortunately not able to provisionally reserve a date for you.
I am having difficulties placing my order online
No problem we'd be happy to help! Please give us a call and we can take your order over the phone, our telephone number is 01 443 3173.
Can I place my order over the phone?
No problem we'd be happy to help! Please give us a call and we can take your order over the phone, our telephone number is 01 443 3173.
What contact details do I enter when placing an order?

On the first screen, you should enter the details of the participant (Voucher Details). On this screen, you'll be asked to enter a delivery address for the voucher. If you choose to send this to the recipient directly, we'll never tell them the price!

On the second screen (Billing Details), you'll need to enter your billing address (i.e., where your payment card is registered to) and contact details about the purchaser. We use these details to send a confirmation email of the order and contact you in case of any issues.

What payment methods do you accept?

We currently accept:

  • Most major Credit or Debit Cards using WorldPay
  • PayPal
  • Bank Transfer
The voucher number you have entered could not be found

We're sorry to hear you're having issues with your code.

If it starts with a V, your code will not have the letters O or I so please change these for the numbers 0 or 1.

If you purchased your voucher from another company, please wait around 1 week from the purchase date before trying to book your experience as we don't receive these codes immediately. If you need to book your experience sooner, just contact us with ALL of the codes which appear on your voucher and we'll be happy to help.

You may wish to copy and paste your voucher number into the voucher activation page and try again.

If your voucher was purchased through Groupon, you'll need to use the Groupon code which starts with 0010 or 0020.

Please do contact us with ALL of the codes which appear on your voucher if you're experiencing further problems.

Your voucher has already been activated

Oops - it seems like you've already activated your voucher in our system before...there's no need to panic!

If you have activated your voucher recently, you should be receiving an email within 3 working days from the date of your activation.

If you activated your voucher more than 3 working days ago, please check your spam or junk email box as sometimes our emails end up in there.

Please do let us know if you haven't received contact from us and it's been more than 3 working days since you've redeemed your voucher. Don't forget to tell us your voucher number when contacting us so we can help you quicker.

My question is not shown here
We'll be happy to help with any questions, just contact us here.
Frequently asked questions
Here you can find help on things like exchanging and upgrading your vouchers, delivery times, bringing spectators, corporate sales and much more. View all of our FAQs here
Reviews
FERRARI 360 GALWAY - 45min This was some car to drive would definitely recommend it the sound and the response out the car was unreal will definitely be back again the instructer was sound and good craic thanks again Tom John Conway

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