Frequently Asked Questions

We have outlined a selection of answers to frequently asked questions below. If are unable to find what you are looking for, please get in touch with us, using the contact details in the footer of this website.

Steakhouse and Grill Bristol work with a trusted company, SK Chase, to sell our amenities online; helping you view and buy gifts for people spending time at the hotel.

How can we help you?

Before purchase   |   After purchase

BEFORE PURCHASE

How do I let you know who the gift is for?
You can add the recipient's name, the date of their visit and thir reference number (if you know it) during the first step of checkout.

Can I add a personal message to the gift?
Yes, during the checkout you will be asked if you want to add a gift message to the gift. If purchasing multiple gifts, you can add a different message to each one.

How can I pay for my order?
You can pay using a debit card or credit card. This is a secure 128-bit SSL encrypted payment. Please note that an extra international bank charge fee may apply. SK Chase Ltd will appear on your bank statement.

Can I buy a gift in the hotel/venue?
Please contact us, using our contact details in the footer of this website, to find out whether this would be possible.

I can't find the gift I am looking for, can you do a bespoke one?
All of our gifts are on the website, but please do contact us, using our contact details on the footer of this website, with any requests and we can try our best to help. 

I've found a gift I like the sound of, but not sure what it includes?
Click on 'more details' to find out more information and if you are still unsure, please contact us, using our contact details in the footer of this website, to speak to a member of our team.

How do I order more than one gift?
If you would like to add multiple gifts that are the same, simply click the 'plus sign' next to the gift in your basket. If you would like to add different gifts, simply click 'add to basket' on all gifts you would like to purchase. 

I'm attempting to purchase a gift but have received a failed transaction message ('Payment has not been accepted') at the end of the transaction. What should I do next?
There could be several reasons why this may be happening. Despite there being sufficient funds in an account, banks occasionally decline payments due to it being unusual buying behaviour. This can be rectified by contacting your card issuer and advising them that you are trying to make an online purchase.

AFTER PURCHASE

I have not received my receipt of purchase, please can you resend?
Firstly, please may we ask you to check your spam/junk folder. If you still cannot locate the receipt, Please contact us, using our contact details on the gift voucher or in the footer of this website, to request this.

I have accidently deleted/lost my receipt, can I get a copy?

Yes, please contact us, using our contact details in the footer of this website and we will be able to resend your receipt.

If you can, please provide the following information:

• • Order number
  • Date of purchase
  • Surname of buyer

Can you provide me with a VAT receipt?
If you require a VAT receipt, please contact us, using our contact details in the footer of this website. 

Can I update my personal message?
Please contact us, using our contact details in the footer of this website, if you would like to make an amendment as this may be possible depending on how close it is to the recipient's visit.

How do I cancel a gift purchase?
You can cancel your order at any point by selecting the 'Cancel Order' button. However, if you have completed the transaction and realise that you've made a mistake or purchased a gift(s) that you no longer want then please see 'Can my voucher be refunded/how do I refund my order?'

Can my gift be refunded/how do I refund my order?
For UK venues, gifts cancelled within fourteen days of purchase are fully refundable as long as they have not been used or consumed. Outside of the fourteen days of purchase, gifts are non-refundable and a refund request is at the discretion of the venue. Please refer to the Terms and Conditions (link in the footer of this website) for more detailed information as there may be circumstances where a refund is not possible (for example - a gift with specific dates or conditions).