CORONAVIRUS (COVID-19) FREQUENTLY ASKED QUESTIONS
We are constantly monitoring and reacting to the Coronavirus situation as it evolves. 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 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. 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 once normal service resumes. So, until further notice, we have extended the expiry date for our vouchers to 18 months from the date of purchase, rather than the usual 12 months..
Is it safe to receive packages from Into The Blue?
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.
We will continue to closely monitor all Government and Public Health England advice on this matter and will immediately update our procedures in light of any changes.
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 firstname.lastname@example.org.
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 email@example.com
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 before June 2020 may be extended by 6 months without charge*. Contact Customer Services to extend your voucher by emailing firstname.lastname@example.org
*Excludes vouchers for experiences already booked with suppliers.
Can I still book in for my experience?
In accordance with Government advice, many suppliers have temporarily paused taking new bookings for the time being. We continue to work closely with suppliers to monitor the situation as they work their way through contacting customers affected directly.
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.