COVID-19 Information

• I cannot use my stay experience because of the COVID-19 outbreak, what can I do?

  Unfortunately due to the unexpected outbreak of COVID-19, many hotels have had to temporarily close. We acknowledge that you may be unable to use your giftbox but we will do our utmost to help you find a later date so that you can enjoy your experience.

  If you would like us to review alternative dates for your reservation, please contact our customer service with your booking reference, voucher number and the dates of your choice. If you are unable to find an alternative date, you can cancel your booking from your personal account by logging in here.

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• My giftbox is close to expiry and I cannot use it because of the COVID-19 outbreak, what can I do?

  Unfortunately due to the unexpected outbreak of COVID-19, many of our partners have had to close. We acknowledge that you may be unable to use your giftbox but we will do our utmost to help you find a later date so that you can enjoy your experience.

  Some of our partners are currently offering a ‘take-away’ option which means that you can still use your gift voucher to avail of your experience. We advise you to contact the partner directly beforehand to check if this option is available.

  If your giftbox expires in less than 3 months and you are unable to use it, we can extend its validity for you. Please contact our customer service with your gift voucher number if you would like us to extend the validity.

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General information

• What is a Smartbox?

  A Smartbox is the gift you live!

  Each gift box gives its recipient the opportunity to select an experience of their choice. With a wide range of experiences to choose from, it’s the perfect alternative to a material gift.

  Each gift box contains:

  • A guide outlining a selection of experiences available with the gift box (these may range from activities, restaurants, getaways and wellness). Please visit our website to see the full and updated list of partners as they are subject to change.
  • A gift certificate that allows the recipient to reserve their chosen experience

  The Smartbox gift box is also available as an electronic version (e-Voucher), delivered via e-mail.

  Have you received a Smartbox? Click here to get started.

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• What is an e-Voucher?

  An e-Voucher is an electronic version of our physical gift box. It’s delivered via email, so you’ll receive it much quicker than a physical box. Each e-Voucher contains:

  • A voucher number
  • A confirmation code
  • An expiration date

  
  

  An e-Voucher can be used in exactly the same way as a physical gift box. To access the full list of experiences available, you should register your e-Voucher to your personal account. This will also give you access to online reservation and exchange, and protect you from loss or theft.

  Click here to get started.

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• Where can I buy Smartbox products?

  Online

  All gift boxes are available online via the Smartbox website. You can browse the range, place an order and pay using a range of payment methods.

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Validity and other information

• How long is my gift box valid for?

  Vouchers purchased before December 2nd 2019 have a 2 year validity. All vouchers purchased from that date onwards have a 5 year validity.

  Once registered, you’ll find the validity date of your gift box in the My Gift Vouchers section of your personal account:

  

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• How do I check the validity date of my gift box?

  The easiest way to check the validity date of your gift box is by registering it to your personal account.

  You can also call our customer service to check the validity of your gift box.

  1. To register your gift box, enter your voucher number and confirmation code in the corresponding fields and select Continue.
  2. Log in to your existing account or create a new one following the on-screen instructions.
  3. Once registered, you will find the validity date of your gift box in the My Gift Vouchers section of your personal account:

  Alternatively, if you have an e-Voucher you can also find its validity information within your e-Voucher email:

  

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• I want to extend my gift box, what should I do?

  To extend your gift box, you will need to complete an online exchange. All you need to do is exchange your current gift box for an equivalent gift box or new gift box of your choice.

  You can complete an online exchange via your personal account.

  1. Log in to your personal account
  2. Select My Gift Vouchers
  3. Select Exchange This Smartbox and then follow the on-screen prompts

  

  Your new box will be valid for a period of 2 years from the date of exchange. If you choose to extend for a physical box, an additional €10 shipping fee will apply.

  For more information on the online exchange process, please see the question: How to exchange or extend my gift box?

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• My gift box has not been ‘activated’, what should I do?

  For security reasons, gift boxes are activated after the time of purchase.

  If the gift box was purchased online, it will be activated within 30 minutes. If the gift box was purchased in a store, it may take up to 24 hours for it be activated.

  If the relevant time period has already passed, please send your full name, the e-mail used to create your account, the gift voucher number and a copy of the proof of purchase to info-ireland@smartbox.com. If you fail to provide proof of purchase, we will be unable to activate your box.

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• How and why should I register my gift box?

  The best way to manage your gift box is online through your personal account. Once registered, you can:

  • Access an up-to-date list of all partners currently available with your box
  • See the validity terms of your gift box
  • Exchange your gift box
  • Benefit from our loss and theft guarantee

  To register a gift box click here and enter your voucher number and confirmation code in the fields provided.

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• How do I register my giftbox if it is already registered on another account?

  Unfortunately, you cannot register your giftbox twice. Once your giftbox has been registered to an account, you can only use choose your experience from that particular account.

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• What is the Smartbox loss and theft guarantee?

  Once you register your gift box to your personal account, you are automatically protected against the loss or theft of your gift certificate.

  To register a gift box click here and enter your voucher number and confirmation code in the fields provided.

  If your gift certificate is lost or stolen, and provided it has not been used in the interim period, you can exchange it for a new gift box via your personal account – this will deactivate your missing gift box immediately.

  Please note, a new gift box can only be issued to the person who registered the original gift box.

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Order and payment

• I have a promo code – how can I use it?

  To use a promo code, simply enter it in the field marked ‘Promotional code’ during checkout.

  

  Once you select ADD, your promotional code will be added and your order will be updated.

  Please note, you can only use one promotional code per order.

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• I placed an order via the website, can I cancel or modify it?

  Once an order is placed it cannot be cancelled or modified because it is already being processed.

  However, you can withdraw from the purchase of a gift box (purchased online) within 14 days of receiving your order, without having to give a reason or pay a fee.

  Please contact Customer Service to request a refund. Also, please note it may take up to 14 days for your refund to be processed.

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• I purchased a giftbox from a retailer, can I get a refund?

  Unfortunately our customer service are unable to refund giftboxes purchased from a retailer.

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• I am trying to choose a giftbox but cannot find the right box, what can I do?

  At Smartbox we have a network of 40,000 partners that provide endless experiences. We are sure that there is a suitable box for you as we offer the widest range of experience gifts, including getaways, pampering, gastronomy and adventure.

  If you are unsure about which box to choose or partner availability, don’t worry as you have two years from the date of purchase to exchange your giftbox for another one, free of charge!

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• What payment methods are available?

  You can pay for your order using any of the following payment methods:

  Bank Card

  Visa
  MasterCard

  Paypal

  Select PayPal when choosing your payment method. You will then be prompted to log in to your PayPal account.

  Amazon Pay:
  

  Select Amazon Pay when choosing the payment method and you will be prompted to log into your Amazon account.

  Apple Pay:
  

  Select Apple Pay when choosing the payment method and you will be prompted to confirm your transaction.

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• Is the online payment process secure?

  Payments made via our website are managed through the online payment solution Ogone. This means that your card information will not be communicated to us at any stage of the transaction.

  The transmission of payment information is protected and encrypted using the Secure Socket Layer (SSL 3) protocol, which is, to date, the safest and most commonly used means of e-commerce.

  You can make online payments via our website with complete peace of mind.

  PSD2 legislation makes online payments even more secure. When making a payment, you may be directed to an external card verification page. However, if you experience issues, please contact your card provider for assistance as unfortunately it is out of our control.

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• I have a Smartbox credit, how can I use it?

  Your Smartbox credit can be used to purchase items on our website (excluding shipping costs).

  1. Select the gift box of your choice and proceed to the shopping cart
  2. Under your purchase information, you will see the field where you can enter your Smartbox credit:
  
  3. Insert your 9-digit Smartbox credit code and your 3-digit activation code in the fields provided and select ADD. The cost of your order will now be updated.

  
  

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• How long is my Smartbox credit valid for?

  Your Smartbox credit is valid for 1 year. If you have partially used your credit note, you can view your credit validity in the My Credit section of your personal account.

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• Can I extend my Smartbox credit validity?

  Unfortunately, you are unable to extend your credit validity. Please choose an experience before it expires.

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• I placed an order and require a VAT invoice, what should I do?

  To request a VAT invoice, please call us on 01 485 4016 from the Republic of Ireland. If calling from Northern Ireland, please call us on 028 9568 0052.

  Please have your order number ready when you call and allow 7 days for your request to be processed.

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• What is Guest Checkout?

  Guest Checkout is a quick and easy way to purchase a Smartbox without having to log in or create an account.

  When you are making a purchase, if you don't log in or create an account, you will automatically be taken to the Guest Checkout page when you select to place your order.

  Once complete, you will receive a confirmation email detailing your purchase.

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• Can I use my Smartbox Credit when using Guest Checkout?

  Yes, all Smartbox payment methods are available when using Guest Checkout.

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• I purchased a Smartbox using Guest Checkout, why does it not appear in my account?

  When you used Guest Checkout, you were not signed in to your personal account. As a result, your new gift box is not yet associated with your personal account.

  To register your gift box to your personal account simply follow these steps:

  1. Log in to your personal account
  2. Select Register My Smartbox
  3. Enter your Voucher Number and Confirmation Code – you will find this information in your confirmation email

  Once complete, your Smartbox will now appear in your personal account.

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• I did not receive a Confirmation Email after using Guest Checkout. What should I do?

  Please contact Customer Service and a member of our team will be happy to help you.

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• I made an order but have not received a confirmation email, what should I do?

  If you have not received your confirmation email, please check your junk mail.

  You can also check your order details in your personal account:

  1. Login to your account.
  2. Click on the My orders and exchanges section.

  

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Delivery information

• What shipping methods and delivery times are available?

  Please note, due to ongoing restrictions arising from Covid-19 we cannot guarantee that all delivery options and timelines outlined below are still available. The most up-to-date delivery options and timelines will be outlined during the checkout process.

  If you choose a physical gift box, it can be delivered via two different delivery methods:

  1. Express Delivery – Nightline
     Cost: €9
     Delivery time: 24/48 hours on all orders placed before 12.00 pm
  2. Standard Delivery – An Post
     Cost: €7
     Delivery time: 2-3 days on all orders placed before 12.00 pm

  
  

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• I ordered an e-Voucher, when will I receive it?

  Once you place your order you will receive a confirmation email. This email does not contain your e-Voucher but it does contain a reference number beginning with ‘SIECOF’.

  You will receive your e-Voucher via a second email within 30 minutes of placing your order. If you do not receive your e-Voucher within two hours, we advise you to check your email account’s ‘Spam’ or ‘Junk’ folder, or the ‘Promotions tab’ if you have a Gmail account.

  You can also access your e-Voucher directly from your personal account:

  1. Log in to your personal account
  2. Select My Orders and Exchanges where you will see the option to download or print your e-Voucher:

  

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• Can I order a gift box and have it delivered to someone else?

  Yes - we can deliver your gift box to the address of your choice. To do this, you must enter the recipient's address as the ‘delivery address’ when placing your order, which in this case will be different to the billing address.

  

  Your shipment can also be personalized by adding a message to the recipient for free. We recommend that you carefully check your message before completing your order as it will not be possible to change it once your order is complete.

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• Can I track the delivery of my order?

  Yes. As soon as you place your order you will receive an email containing your order reference number, which begins with ‘SIECOF’.

  Once your order is dispatched, you will receive a second email containing your parcel number and a link to track your parcel.

  Please note, it may take several hours for dispatch to take place after you place your order. If you don’t receive an email with your tracking number, please check your Spam/Junk folder.

  If you ordered an e-Voucher, please see the question: I ordered an e-Voucher, when will I receive it?

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Reserve an activity or getaway

• I cannot use my stay experience because of the COVID-19 outbreak, what can I do?

  Unfortunately due to the unexpected outbreak of COVID-19, many hotels have had to temporarily close. We acknowledge that you may be unable to use your giftbox but we will do our utmost to help you find a later date so that you can enjoy your experience.

  If you would like us to review alternative dates for your reservation, please contact our customer service with your booking reference, voucher number and the dates of your choice. If you are unable to find an alternative date, you can cancel your booking from your personal account by logging in here.

  Did you find the information you were looking for? If this is not the case, we have many more articles that may assist you, or you can contact us here

• Where can I find a list of the partners included in my box?

  To access the complete list of partners included in your box you must:

  1. Register your gift box to your personal account
  2. Go to the My Gift Vouchers section of your account
  3. Click on the relevant gift box to view an up to date list of all available partners

  

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• There’s a partner in my booklet that doesn’t appear on the list in my personal account. What should I do?

  Our partner lists change over time. For that reason, we recommend you choose a partner from the list accessible through your personal account. To view this list:

  1. Register your gift box to your personal account
  2. Go to the My Gift Vouchers section of your account
  3. Click on the relevant gift box to view an up to date list of all available partners

  

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• How do I book a getaway or an activity (pampering, gourmet, adventure)?

  You must book your getaway or an activity directly with your chosen partner; just let them know you're booking with a Smartbox.

  You can find their contact details within your booklet, or by checking the complete list of partners available with your gift box via your personal account.

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• What documents do I need to bring to my experience?

  If you have booked a stay, please bring:

  • - Your gift voucher
  • - A copy of your booking confirmation email

  
  

  If you have booked an activity, please bring:

  • - Your gift voucher
  • - A copy of your booking confirmation email if you have received one from the partner

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• I would like to extend my getaway can I reserve extra nights?

  When reserving with the partner inquire if it is possible to book extra nights and/or rooms.

  For more information, please refer to the previous question ‘How do I book a getaway or an activity (pampering, gourmet, adventure)?’

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• What time should I arrive on the day of my reservation?

  Check-in times will vary from partner to partner. You should check the details of your booking via your personal account.

  1. Log in to your personal account and go to My Gift Vouchers
  2. Click on the See Details button for information on your booking
  3. If you do not find the required information, please contact the partner directly via the contact information provided

  
  

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• I made a reservation but I need to change or cancel it. What can I do?

  I reserved an activity (gourmet, pampering, adventure)

  To change or cancel an activity, you must contact the partner directly. Please note that the ability to modify or cancel your reservation will vary depending on the partner’s cancellation policy.

  You can find partner contact details within your booklet (in your physical box) or by checking the list within your personal account.

  I reserved a Getaway :

  - If your Getaway is in more than 72 hours, you can change or cancel your reservation by contacting the partner directly.

  -If your Getaway is in less than 72 hours, it is not possible to change or cancel your reservation.

  
  

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• I want to book an activity but I can't find a partner with availability, what can I do?

  Stay Partners

  Unfortunately, we have no control over partner availability. Each partner sets their own availability to ensure they manage their rooms correctly. For this reason, a partner may only allocate a certain number of rooms to Smartbox which will then be served on a first come first served basis.

  We recommend that you adjust your dates or try find an alternative partner.

  Activity Partners

  Many of our Activity partners are small businesses and may not be able to respond to your request as promptly as you would like. We recommend that you contact the partners at different times throughout the day and if possible leave a message for them to call you back.

  Alternatively, you can also exchange your box with another, which may have a wider selection of available partners to choose from.

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• Are there any special conditions that apply to Activities?

  Most activities offered by our partners do not carry special conditions; however, a small number of activities may apply age, weight or height restrictions, or may not be suitable for pregnant women. We recommend that you check the activity information available on the partner's page via your personal account.

  1. Log in to your account and go to My Gift Vouchers
  2. Click on the See Details button for information on your booking
  3. If you do not find the required information, please contact the partner directly via the contact information provided

  
  

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• Can my children accompany me on an activity or getaway?

  All our gift boxes offer getaways and activities for a set number of people. Depending on the partner’s availability, it may be possible to add additional people to your booking for an extra fee.

  We cannot make these arrangements on your behalf so please contact the partner directly to make your request.

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• Can I bring a pet when I attend an activity or getaway?

  The admission of animals is not permitted in all establishments. For more information, you should check the partner's page via your personal account.

  If the required information is not available on the partner's page, please contact them directly via the contact information provided.

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Exchange or extend

• My giftbox is close to expiry and I cannot use it because of the COVID-19 outbreak, what can I do?

  Unfortunately due to the unexpected outbreak of COVID-19, many of our partners have had to close. We acknowledge that you may be unable to use your giftbox but we will do our utmost to help you find a later date so that you can enjoy your experience.

  Some of our partners are currently offering a ‘take-away’ option which means that you can still use your gift voucher to avail of your experience. We advise you to contact the partner directly beforehand to check if this option is available.

  If your giftbox expires in less than 3 months and you are unable to use it, we can extend its validity for you. Please contact our customer service with your gift voucher number if you would like us to extend the validity.

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• Can I exchange my gift box?

  You can exchange your gift box for a new gift box at any time during its validity period.

  You can exchange your gift box for an e-Voucher of equal or greater value, or a physical box when available. If you want to switch to a physical giftbox, a €10 shipping fee will be added.

  The easiest way to exchange your gift box is online via your personal account. If you haven’t done so already, you will need to register your gift box to a personal account to begin.

  If the exchange is completed by customer service, an administration fee of €10 will also apply.

  If you would like more information on how to make an online exchange, please see the question: How do I exchange or extend my gift box?

  If you are ready to begin the simple three-step exchange process click here.

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• Can I extend my Smartbox?

  You can extend your gift box at any time during its validity period, subject to availability.

  The easiest way to extend your gift box is by exchanging it online from your personal account. Using this process, you will be able to select a new or equivalent box. The gift box you select will have a new validity date of two years from the date of exchange.

  If you are ready to begin the simple three-step extension process, click here.

  If the exchange is completed by customer service, an administration fee of €10 will apply.

  For details on the online exchange process, see our question: How do I exchange or extend my box?

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• My gift box has expired, can I still exchange or extend it?

  - My gift box expired less than 6 months (180 days) ago

  It's possible to exchange or extend a gift box within 6 months (180 days) of its expiration date but a fee of €15 will be applied.

  - My gift box expired more than 6 months (180 days) ago

  We regret to inform you that it is not possible to exchange or extend a box that has expired more than 6 months (180 days) ago. We apologize for any inconvenience caused.

  To begin the simple three-step process click here.

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• Can I exchange my physical gift box for an e-box?

  Yes, you can exchange a physical box for an e-box by using our online exchange process and selecting an e-box as your preferred format.

  If you haven’t done so already, you will need to register your e-box to a personal account to begin.

  If the exchange is completed by customer service, an administration fee of €10 will apply.

  If you would like more information on how to make an online exchange, please see the question: How do I exchange or extend my gift box?

  If you are ready to begin the simple three-step exchange process click here.

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• Can I exchange multiple boxes to one box?

  You can exchange multiple vouchers to one through your personal account. However, exchanging one voucher to multiple vouchers is not possible.

  Here are the instructions for exchanging multiple vouchers to one:

  1. Click here to access your personal account. If you have not yet registered your gift vouchers, please complete the registration first.
  2. Click the Exchange button next to one of the gift vouchers you wish to exchange.
  
  3. Click the Combine boxes button at the top to add more vouchers to your exchange.
  
  4. Tick the box for the vouchers you wish to exchange. The value of the exchange will increase as multiple boxes are selected.
  
  5. Once you have selected all gift vouchers you wish to exchange, click Continue.
  6. Select your new gift voucher and click Exchange for this gift voucher.
  7. To complete your exchange, select the type of voucher you prefer and specify the shipping information and payment details (if required).

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• Can I exchange my giftbox to one of lower value?

  Unfortunately it is not possible to exchange your giftbox to one of lower value or multiple boxes of lower value.

  However, you are able to exchange your giftbox for another of equal value for free. You can also exchange your giftbox for a box of higher value and pay the difference.

  It is quick and easy to exchange your giftbox. For more information on how to exchange your giftbox, please refer to the question How to exchange or extend my giftbox?

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• How to exchange or extend my gift box?

  The easiest way to exchange or extend your gift box is online via your personal account. If you haven’t done so already, you will need to register your gift box to a personal account.

  Once registered:

  1. Login to your personal account and click on the My gift vouchers section where you can choose the giftbox that you would like to exchange or extend.
  
  
  
  2. Choose your new box by pressing Exchange. To extend, simply choose the box that is already in your possession from the list of available boxes.
  
  
  
  3. Select the type of box you wish to exchange to. If you choose a physical box or are exchanging for a giftbox of a higher value, you will need to fill in your payment details.
     
     Once the exchange is complete, your new e-box will automatically be registered in your account. If you have selected a physical gift box, it will be delivered to you according to the delivery method you have chosen.
     
     

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• Can I see what experiences are available in a new box before I make an exchange?

  Yes. As part of the exchange process, you will have an opportunity to browse all boxes available to you.

  To see a full list of the partners available in each box, just click on the box entry.

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• I exchanged my gift box – why is my new gift box not in my personal account?

  If you selected a physical box, you will need to wait until your gift box arrives before you can register it to your personal account.

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• I regret exchanging my box, what can I do?

  With Smartbox exchange is unlimited so you can change your gift box multiple times until you find one that you are happy with.

  If you exchanged your gift box for one of higher value, you have the right to return it within 14 days. Please contact Customer Service for more information.

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• What payment methods are available if I choose to upgrade my box?

  We accept exchange payments via Mastercard, Visa and Paypal.

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Personal account

• Why should I create a personal account?

  The easiest way to manage your gift box is online through your personal account. With a personal account you can:

  • Exchange your box
  • Check the validity date of your box
  • Access an up to date list of the experiences available with your box
  • If you have an e-Voucher, you can download or print your gift certificate
  • Once registered to a personal account, your gift box is covered by our Loss & Theft Guarantee

  
  

  It’s quick and easy to create a personal account, simply click the button below and follow the on-screen instructions:

  Create an account

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• I’ve forgotten my password, what should I do?
  1. Go to your personal account log-in page and click on the link Forgot your password?
  2. Enter your email address and select Reset Password
  3. You will now be sent a reset password link via email, which you can use to reset your password

  
  

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• I want to delete my personal account. What should I do?

  You can delete your personal account by sending your request via email to dpo@smartbox.com including your full name and the email address associated with the account.

  Please note, once your account is deleted it cannot be reactivated. Information and assets, including registered gift boxes or orders associate with the account, will no longer be available.

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• I don’t want to receive communications from Smartbox. What can I do?

  No problem. There are three ways you can unsubscribe from our communications:

  1. Click the ‘Unsubscribe’ link you’ll find at the bottom of all promotional emails you receive from us.
  2. You can update your preferences through your personal account. Simply log in to your account, go to the My Information section and update your preferences:
  3. You can also send an email detailing your request to info-ireland@smartbox.com.

  
  

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Contact us

You have not found the answers to your questions?

Our customer service is at your disposal to help you.

Contact our Customer Service