Frequently Asked Questions

Do you accept Amex?

Unfortunately, we do not accept Amex as a payment method.


Why haven’t I received a confirmation email of my order?

We've found that sometimes our confirmation emails find their way into people's junk/spam folders, so please do check there first.

If it's not there, pop an email to along with the booking name, or order number and someone will be able to help you.

How are gift vouchers delivered?

All our gift vouchers can be delivered in two ways – either as a postal voucher or email voucher. If your order consists of more than one voucher, you can choose to have each voucher delivered in different ways.

Email delivery will have vouchers attached as a PDF which can either be printed off and sent by yourself or sent directly to the recipient.

Vouchers sent by postal delivery will be packaged in our beautiful gift presentation boxes.

Orders placed before midday (Monday - Friday, excluding Bank Holidays) will be dispatched on the same day. Orders placed after midday will be dispatched on the next working day.

How long are gift vouchers valid for?

Gift vouchers are valid for use within 12 months from the date of purchase. The exact date will be shown on your voucher.

How do I redeem a Black Swan voucher?

How do I redeem a Roots voucher?

Please check the current availability on The Roots website here. Then email to make a reservation quoting the voucher number and your preferred date and time.