Frequently asked questions

BALANCE & VALIDITY

How long is my Teen Choice gift card valid for?
The full value stored on the gift card is available to spend for 12 months from the date of purchase. Please keep in mind that the date of purchase can be different from the date you have received the gift card. Therefore, you should always check your balance online. To check the validity of your gift card, please click here for the or dial the phone number on the back of your gift card (0121 260 2849).
How can I check the balance on my Teen Choice gift card?
You can easily check your balance online here or if you do not have access to internet you can dial the phone number on the back of your gift card (0121 260 2849).
My gift card has expired, what can I do?
You can request a replacement card or refund of unspent funds on your card at any time up to 6 years after expiry by contacting customer service. We might charge a fee for the refund or replacement. When we process your refund request, we may require you to provide us with information and/or documents in order to verify your personal details in accordance with legal requirements. Please click here for the card terms & conditions.
My gift card is invalid or not active, what can I do?
Gift cards are activated at the point of sale. If your gift card is invalid this often means that the store has not properly activated the card. Depending on where the gift card has been purchased there are several options you can do to activate the card; – Store bought gift cards can only be activated by the store. We advise you to go back to the store with your gift card and sales receipt where they can activate the card. – For cards purchased through our website, please send us an email including your gift card number and orderID, which will make it easier for our team to assist. – If you’ve received your gift card as a gift, please check with the gift card buyer where it was purchased and if the giver still has the receipt of the purchase.

LOST & STOLEN:

I have lost my gift card, what can I do?
If you have wrote down your card number, please get in contact with us as soon as possible so we can block your card. We refer you to the user Card Terms & Conditions for further information on lost and stolen cards. As the gift card is not personal, it cannot be replaced when the gift card gets lost or stolen and you have not wrote down the card number.

WHERE TO USE ON WHAT

Where can I spend my Teen Choice gift card?
The Teen Choice gift cards can be spent in a selection of top-brand locations across the UK. Spend it at Costa Coffee, The Body Shop, Nike, Miss Selfridge, Topshop, Topman, Wagamama, Odeon or online at Spotify. You can find a quick overview and map of all physical stores here, or use your Teen Choice card to purchase a Spotify e-gift here. Please note your card cannot be spent at WHSmith Travel stores and franchise stores. All stores listed on the website are participating in the programme.
Can I spend my gift card at locations that are not shown on the website?
No, the Teen Choice gift card can only be spent at the locations that are shown on the website. If you cannot find a location of one of the participating chains on the website, then please contact us with the name and location of the chain and we’ll make sure we’ll add the location on the website.
What can I spend my gift card on?
You are free to spend your Teen Choice gift card on all products and services offered by the stores except on gift cards and some further exclusions at WHSmith which are: lottery and scratch cards, tobacco, stamps and all Services including DHL, Western Union, Photo Booths.
Can my gift card be used in combination with other promotions or discounts?
No. The Teen Choice gift card cannot be used in conjunction with any other promotions or discounts.
Can I spend my gift card at any time?

Yes, you can spend your card as long as your card is valid for (12 months from purchase). Please do make sure you have checked your balance and the validity of the card here before you’ll get an unpleasant surprise, that is not what we want!

Do I need to spend my gift card at once?
No! You can choose how and where you want to spend your card balance and any remaining balance after your transaction will stay on your card as long as it is valid for. This way you can enjoy your Teen Choice gift card more than once!

HOW TO USE – IN STORE

How can I pay with my Teen Choice gift card in store?
Awesome! You have found something you like! Using your card is very easy: simply present your gift card at the till for in-store purchases. The transaction amount cannot exceed the card’s balance. If your card’s balance is not sufficient to cover the check-out amount, please ask staff to perform a split payment. They can use your Teen Choice card up to the available amount and then ask you to make up for the remaining amount with another card or cash.
My gift card did not work in store, what can I do?
Have you checked your card’s balance and validity? If the answer is yes, then please first check with the staff if they have processed and swiped the card as a Mastercard and not as a regular store gift card. If your gift card still does not work, please contact us with the details of the location, details of your visit and gift card number for assistance. We’ll do our best to find and fix the problem.

HOW TO USE – SPOTIFY

How can I use my Teen Choice card for Spotify?
You can use your Teen Choice card to purchase 1 or more Spotify e-codes through our website here. Please note that you cannot use your Teen Choice card on the Spotify website directly. 
1. To start, simply pick your Spotify package (1, 3 or 6 months) here and add to your basket.

2. Continue to check-out and fill in your personal details and email address where the Spotify e-code(s) can be sent to.
3. Then, use your Teen Choice card details to pay for your order. Fill in your card number, expiry date and cvc2 (to be found on the back of your card) just like a Mastercard payment.
4. Once the payment is processed you’ll receive the Spotify e-code in your email immediately. You can add as many packages to your shopping basket as you want, as long as the total amount does not exceed the card’s balance. Any remaining balance after the transaction will stay on your Teen Choice card as long as it’s valid for.
I tried to buy a Spotify e-code but the transaction failed. Why?
First, please check if your card carries sufficient balance to complete the transaction. If the card’s balance is lower than the shopping basket value, the transaction will decline. Sufficient balance? Make sure you filled in all card details, CVV and expiry date correctly. Incorrect entry will cause the transaction to decline. Still declining? Please get in contact us directly with your card number so we can assist.
Why can’t I use my Teen Choice card on the Spotify website.
The Teen Choice card cannot be used on the Spotify website directly. Instead, use your Teen Choice card to purchase a Spotify e-code here through our website first. The e-code can then be used on the Spotify website.
I don’t have enough balance for a Spotify package. Can I top up?
No, unfortunately you cannot top-up the transaction with own funds at this moment. But no worries! There are plenty of other stores where you can spend your card in. The Teen Choice gift cards can be spent in a selection of top-brand locations across the UK. Spend it at Costa Coffee, The Body Shop, Nike, Miss Selfridge, Topshop, Topman, Wagamama or Odeon. You can find a quick overview and map of all physical stores here.

ORDER PLACEMENT

Can I place an order from outside the UK?
You can place an order from outside the UK as long as you pay with an UK issued VISA, Mastercard or PayPal account, and the shipping address is located in the UK.

PAYMENT & CONFIRMATION

What kind of payment methods do you accept?
We accept multiple payments methods for your online order such as VISA, Mastercard and PayPal. Please note that only credit cards issued in the UK are accepted for payment. All orders need to be prepaid, you cannot order gift cards on credit.
Do I receive an order confirmation after placing my order?
Yes, you will receive an order confirmation within 30 minutes after placing the order via email. If you haven’t, please check your spam box and contact us.
Do I receive a VAT invoice after placing an order?
No, you will only receive an order confirmation. If you wish to receive a VAT invoice, then please contact us with your OrderID and we’ll send you a VAT invoice.

SHIPPING & ORDER DELIVERY

What kind of payment methods do you accept?
We accept multiple payments methods for your online order such as VISA, Mastercard and PayPal. Please note that only credit cards issued in the UK are accepted for payment. All orders need to be prepaid, you cannot order gift cards on credit.
Do I receive an order confirmation after placing my order?
Yes, you will receive an order confirmation within 30 minutes after placing the order via email. If you haven’t, please check your spam box and contact us.
Do I receive a VAT invoice after placing an order?
No, you will only receive an order confirmation. If you wish to receive a VAT invoice, then please contact us with your OrderID and we’ll send you a VAT invoice.

RETURNS

How long is my Teen Choice gift card valid for?
The full value stored on the gift card is available to spend for 12 months from the date of purchase. Please keep in mind that the date of purchase can be different from the date you have received the gift card. Therefore, you should always check your balance online. To check the validity of your gift card, please click here for the or dial the phone number on the back of your gift card (0121 260 2849).
How can I check the balance on my Teen Choice gift card?
You can easily check your balance online here or if you do not have access to internet you can dial the phone number on the back of your gift card (0121 260 2849).
My gift card has expired, what can I do?
You can request a replacement card or refund of unspent funds on your card at any time up to 6 years after expiry by contacting customer service. We might charge a fee for the refund or replacement. When we process your refund request, we may require you to provide us with information and/or documents in order to verify your personal details in accordance with legal requirements. Please click here for the card terms & conditions.
My gift card is invalid or not active, what can I do?
Gift cards are activated at the point of sale. If your gift card is invalid this often means that the store has not properly activated the card. Depending on where the gift card has been purchased there are several options you can do to activate the card; – Store bought gift cards can only be activated by the store. We advise you to go back to the store with your gift card and sales receipt where they can activate the card. – For cards purchased through our website, please send us an email including your gift card number and orderID, which will make it easier for our team to assist. – If you’ve received your gift card as a gift, please check with the gift card buyer where it was purchased and if the giver still has the receipt of the purchase.
I have lost my gift card, what can I do?
If you have wrote down your card number, please get in contact with us as soon as possible so we can block your card. We refer you to the user Card Terms & Conditions for further information on lost and stolen cards. As the gift card is not personal, it cannot be replaced when the gift card gets lost or stolen and you have not wrote down the card number.
Where can I spend my Teen Choice gift card?
The Teen Choice gift cards can be spent in a selection of top-brand locations across the UK. Spend it at Costa Coffee, The Body Shop, Nike, Miss Selfridge, Topshop, Topman, Wagamama, Odeon or online at Spotify. You can find a quick overview and map of all physical stores here, or use your Teen Choice card to purchase a Spotify e-gift here. Please note your card cannot be spent at WHSmith Travel stores and franchise stores. All stores listed on the website are participating in the programme.
Can I spend my gift card at locations that are not shown on the website?
No, the Teen Choice gift card can only be spent at the locations that are shown on the website. If you cannot find a location of one of the participating chains on the website, then please contact us with the name and location of the chain and we’ll make sure we’ll add the location on the website.
What can I spend my gift card on?
You are free to spend your Teen Choice gift card on all products and services offered by the stores except on gift cards and some further exclusions at WHSmith which are: lottery and scratch cards, tobacco, stamps and all Services including DHL, Western Union, Photo Booths.
Can I use my gift card to pay online for products?
You can use your Teen Choice gift card to purchase a Spotify e-gift online here. Unfortunately, we do not offer online spent at any of the other participating brands yet, but we are working hard on this to make it possible. Please click here to find a physical store nearby so you can spend your card directly in store.
Can my gift card be used in combination with other promotions or discounts?
No. The Teen Choice gift card cannot be used in conjunction with any other promotions or discounts.
Can I spend my gift card at any time?

Yes, you can spend your card as long as your card is valid for (12 months from purchase). Please do make sure you have checked your balance and the validity of the card here before you’ll get an unpleasant surprise, that is not what we want!

Do I need to spend my gift card at once?
No! You can choose how and where you want to spend your card balance and any remaining balance after your transaction will stay on your card as long as it is valid for. This way you can enjoy your Teen Choice gift card more than once!
How can I pay with my Teen Choice gift card in store?
Awesome! You have found something you like! Using your card is very easy: simply present your gift card at the till for in-store purchases. The transaction amount cannot exceed the card’s balance. If your card’s balance is not sufficient to cover the check-out amount, please ask staff to perform a split payment. They can use your Teen Choice card up to the available amount and then ask you to make up for the remaining amount with another card or cash.
My gift card did not work in store, what can I do?
Have you checked your card’s balance and validity? If the answer is yes, then please first check with the staff if they have processed and swiped the card as a Mastercard and not as a regular store gift card. If your gift card still does not work, please contact us with the details of the location, details of your visit and gift card number for assistance. We’ll do our best to find and fix the problem.
How can I use my Teen Choice card for Spotify?
You can use your Teen Choice card to purchase 1 or more Spotify e-codes through our website here. Please note that you cannot use your Teen Choice card on the Spotify website directly. 
1. To start, simply pick your Spotify package (1, 3 or 6 months) here and add to your basket.

2. Continue to check-out and fill in your personal details and email address where the Spotify e-code(s) can be sent to.
3. Then, use your Teen Choice card details to pay for your order. Fill in your card number, expiry date and cvc2 (to be found on the back of your card) just like a Mastercard payment.
4. Once the payment is processed you’ll receive the Spotify e-code in your email immediately. You can add as many packages to your shopping basket as you want, as long as the total amount does not exceed the card’s balance. Any remaining balance after the transaction will stay on your Teen Choice card as long as it’s valid for.
I tried to buy a Spotify e-code but the transaction failed. Why?
First, please check if your card carries sufficient balance to complete the transaction. If the card’s balance is lower than the shopping basket value, the transaction will decline. Sufficient balance? Make sure you filled in all card details, CVV and expiry date correctly. Incorrect entry will cause the transaction to decline. Still declining? Please get in contact us directly with your card number so we can assist.
Why can’t I use my Teen Choice card on the Spotify website.
The Teen Choice card cannot be used on the Spotify website directly. Instead, use your Teen Choice card to purchase a Spotify e-code here through our website first. The e-code can then be used on the Spotify website.
I don’t have enough balance for a Spotify package. Can I top up?
No, unfortunately you cannot top-up the transaction with own funds at this moment. But no worries! There are plenty of other stores where you can spend your card in. The Teen Choice gift cards can be spent in a selection of top-brand locations across the UK. Spend it at Costa Coffee, The Body Shop, Nike, Miss Selfridge, Topshop, Topman, Wagamama or Odeon. You can find a quick overview and map of all physical stores here.
Can I place an order from outside the UK?
You can place an order from outside the UK as long as you pay with an UK issued VISA, Mastercard or PayPal account, and the shipping address is located in the UK.
Can I add a personal message to my order?
Yes, if you select ‘Send as gift’ where a gift message field will pop up. The personal message will be shown on the gift wallet that comes with the delivery of the gift card. This way the recipient knows who to thank for his/her gift!
What kind of payment methods do you accept?
We accept multiple payments methods for your online order such as VISA, Mastercard and PayPal. Please note that only credit cards issued in the UK are accepted for payment. All orders need to be prepaid, you cannot order gift cards on credit.
Do I receive an order confirmation after placing my order?
Yes, you will receive an order confirmation within 30 minutes after placing the order via email. If you haven’t, please check your spam box and contact us.
Do I receive a VAT invoice after placing an order?
No, you will only receive an order confirmation. If you wish to receive a VAT invoice, then please contact us with your OrderID and we’ll send you a VAT invoice.
Do you ship to addresses outside the UK?
No. Orders can only be shipped to addresses within the UK.
Can I send the order to a different address?
Yes, you can! You can even send the gift card as a gift to someone else. When placing the order, please select ‘Send as gift’. Enter the recipient’s information below your own personal data, add a personal message and hit send! On the next page you can add a different address to the order to send it off to the lucky recipient.
What shipping methods do you offer?
When you place an order online you can choose between 3 delivery options. Orders placed before 3 pm Monday-Friday will be processed the same working day. Orders placed after 3 pm Monday-Friday or in weekends will be processed the next working day. Please note, we are relying on Royal Mail for the delivery of the orders. During busy periods, such as the holidays, delivery of your order may take longer. Don’t worry, when this is the case we will mention this on the website. We offer the following shipping methods:
 
  Cost Delivery time (from day of processing)
Royal Mail First Class £0.90 Up to 4 working days
Royal Mail First Class Signed For £1.95 Up to 2 working days
Royal Mail Special Delivery £6.95 Next working day
How long does it take for my order to arrive?
The delivery date differs per order because it is based upon the shipping method you chose during your order. Orders placed before 3 pm Monday-Friday will be processed the same working day. Orders placed after 3 pm Monday-Friday or in weekends will be processed the next working day.
Depending on the shipping method chosen, it can take between 1 to 4 working days from the processing day for your order to arrive. See ‘What shipping methods do you offer’ for all shipping methods.
What are the shipping costs?
The shipping costs are depending on the chosen shipping method. See ‘What shipping methods do you offer’ for all shipping methods and costs.
Can I track my order after it has been shipped?
Yes, if you choose for Royal Mail First Class Signed For or Royal Mail Special you will receive a tracking code. This way you can follow your gift card every step of the way. Please note that a recipient needs to be present at the delivery address to sign for the order, or the order cannot be delivered.
What is your return policy for online orders?
Are you sure you want to return our gift card? For online orders we would like to redirect you to our E-commerce Terms & Conditions, for our return policy for online orders. If you bought the gift card in store then the return policy of the store is applicable. Therefore, we’d have to redirect you to the store.
Where can I buy a Teen Choice card in store?
Please click here to find out where you can buy a Teen Choice card in store.
Can I return my Teen Choice gift card to the store?
Are you sure you want to return this gift card? If you bought a Teen Choice gift card in store, then the return policy of that store is applicable. We advise you to contact the store you purchased the gift card. Please do keep in mind that the store might ask you for the purchase receipt!
Can I buy a Teen Choice gift card via telephone?
No, you cannot place an order via telephone, but you can place an order online, or buy a gift card in store, for example at Morrisons.
Do you have a different question?
Our Customer Service Team is here to help! You can contact us through our contact form.
I am participating in the Teen Choice program and I have a question.
We’re always happy to help! Please send us an email via partners@teenchoicecard.co.uk and we will get back to you!
My company is interested in participating in the Teen Choice program.
We appreciate your interest in our program. Please send us an email with more details via partners@teenchoicecard.co.uk so we can discuss the potential partnership.

BUYING & RETURNS

Where can I buy a Teen Choice card in store?
Please click here to find out where you can buy a Teen Choice card in store.
Can I return my Teen Choice gift card to the store?
Are you sure you want to return this gift card? If you bought a Teen Choice gift card in store, then the return policy of that store is applicable. We advise you to contact the store you purchased the gift card. Please do keep in mind that the store might ask you for the purchase receipt!
Can I buy a Teen Choice gift card via telephone?
No, you cannot place an order via telephone, but you can place an order online, or buy a gift card in store, for example at Morrisons.

OTHER

Do you have a different question?
Our Customer Service Team is here to help! You can contact us through our contact form.
I am participating in the Teen Choice program and I have a question.
We’re always happy to help! Please send us an email via partners@teenchoicecard.co.uk and we will get back to you!
My company is interested in participating in the Teen Choice program.
We appreciate your interest in our program. Please send us an email with more details via partners@teenchoicecard.co.uk so we can discuss the potential partnership.