CORONAVIRUS (COVID-19) FREQUENTLY ASKED QUESTIONS
We are constantly monitoring and reacting to the Coronavirus situation. We are working with our suppliers to ensure we cater for our customers as circumstances change.
We have created this special FAQ section to help with some of the questions you may have. Our Customer Service Centre remains open during this time.
Can I still book an experience?
Yes, our suppliers are updating their procedures and in accordance with Government advice for your safety. Many have already reopened and most of the others are expecting to reopen shortly. Some will be working through a backlog so, if you have any questions about a voucher you have, we urge you to contact the supplier directly and they will be able to help you or, if you haven't yet purchased a voucher, contact our customer service team and they will be able to help you.
Can I still place orders with Into The Blue?
Absolutely. Our team continues to work in line with UK Government recommendations to print and send vouchers by post directly to you or the person you’re buying for. We are working under clear guidance to help prevent the spread of infection and our team maintains a high level of hygiene to maintain the very best care in handling orders. Public Health England has advised that people receiving parcels are not at risk of contracting the coronavirus. Equally, you can place an order for an e-voucher, which will then be sent automatically to your email inbox.
If I make a purchase, how do I know I will be able to take my experience before my voucher expires?
With the exceptional circumstances caused by the COVID-19 virus, we want to allow our customers every opportunity to take their experience as normal service starts again. If customers have a voucher which is expiring soon, we urge them to get in touch and we’ll extend them free of charge.
Will my package still be delivered in time?
Into The Blue is working with Royal Mail to continue dispatching orders. Due to circumstances beyond our control, there may be some instances of longer delivery times, so please try to order in plenty of time if you need your voucher for a specific date. We ask for your understanding and patience at this unprecedented time.
What is the returns policy? How can I return an order if I am unable to do so due to self-isolation?
Our returns policy can be found here
. If you are unable to return an order due to the current circumstances surrounding COVID-19, please get in touch with our Customer Service team by emailing email@example.com.
How is the Into The Blue team and its Customer Services support team now operating?
In accordance with Government guidelines, we are now working from home and our Customer Service team continues to operate without interruption - contact them at firstname.lastname@example.org
What if I have a voucher expiring soon and I’ve not booked my experience yet?
While Government restrictions relating to the COVID-19 virus apply, vouchers expiring soon may be extended without charge*. Contact Customer Services to extend your voucher by emailing email@example.com
*Excludes vouchers for experiences already booked with suppliers.
What if I have booked but not taken my experience?
If you have already booked in for an experience with a date that’s imminent and the supplier hasn't already reached out to you, please do contact them with the aim of working with you to rebook a date as soon as they are able to. If your voucher will then expire, please contact us about an extension.
We have always been committed to being fair, transparent and responsible towards our customers and suppliers - and that is true now more than ever at this unprecedented time. We’re here and ready to help, so don’t hesitate to contact our Customer Service Team.