FREQUENTLY ASKED QUESTIONS

Purchasing & Sending

Are there any fees associated with Holt Renfrew Gift Cards?

There are no fees associated with Gift Cards. You will only be charged the face value of the Gift Card and shipping. eGift Cards are sent via email and incur no shipping charges.

Can I change the value of a Gift Card after I've paid for it?

Once you have completed the purchase transaction, the value of the Gift Card cannot be changed.

Can I cancel the purchase of a Gift Card?

Once a gift card order has been placed, it cannot be cancelled.

Which credit cards do you accept?

We accept VISA, MasterCard, American Express and Discover.

What is a credit card Security Code and why is it required?

In order to protect you from unauthorized transactions, we require your credit card's Security Code

  • MasterCard, VISA, and Discover: The Security Code is the 3-digit number printed on the signature panel on the back of your card. It immediately follows the account number.
  • American Express: The card Security Code (also referred to as the CID number) is printed above the imprinted card number on the front of the card (on either the left or right). **

Card Security Sample

** Please note, there are a small percentage of "plastic-less" card accounts for American Express - Corporate and Purchasing Card accounts. If you have one of these accounts with no AMEX card, please enter 5555 as your card security code.

When is my credit card charged for my purchase?

Your credit card is charged at the time of purchase. This purchase will appear on your credit/debit card statement as ‘Holt Renfrew Gift Card’.

When will my recipient receive their Gift Card?

eGift Card: Your eGift Card will be sent via email on the delivery date you choose. For same-day delivery, most eGift Cards are sent within an hour of the purchase transaction. For future delivery, eGift Cards are sent on the morning of the scheduled delivery date. Please see the "eGift Cards" section below for more about eGift Cards.

Physical Gift Card: Delivery times are determined by the Shipping Method selected. Orders are shipped within 1-2 business days of your completed order. Once your Gift Card is shipped, you will receive an email with a tracking number to view the shipping status of your gift.

What are the shipping options?

eGift Card: eGift Cards will be sent via email on the date chosen.

Physical Gift Card: You may select standard shipping free of charge, or for an additional fee you can choose to expedite your order. You can make your selection under the Shipping Method option. Depending on when your order is placed, it may take 1-2 business days to process your order.

How do I check my order status and delivery?

Once your Gift Card is shipped, you will receive an email with a tracking number to view the shipping status of your gift.

Where can I ship my order?

Gift Cards may be shipped to valid street addresses within Canada. For your protection, we do not ship to Post Office Boxes.

Can I buy an eGift Card for myself?

Yes, you may send yourself an eGift Card by entering your own email address in the email recipient field and complete the transaction. When you receive your eGift Card alert via email, follow the instructions in the email to retrieve and redeem your eGift Card.

How can I print an eGift Card to present to someone as a gift?

Personalize the eGift Card for your recipient, have it sent to yourself and then print it. To do this, enter your own email address in the recipient field. Enter your recipient's name and your personal message on the eGift Card preview, and complete the transaction. You will receive an eGift Card alert via email. Follow the instructions in this email to retrieve and print your eGift Card.

Can I send two or more eGift Cards to different people who share an email address?

You may do so by sending separate eGift Cards to the recipients with a shared email address. They will receive separate messages with the eGift Cards from Holt Renfrew. Within the text of the emails, each message will be addressed to the respective recipient, using the name you entered in the purchase process.

Receiving & Redeeming

What is the delivery area?

Holt Renfrew Gift Cards can be delivered to any address in Canada except P.O. Boxes.

How long will it take to receive my Holt Renfrew Gift Card?

Orders will be delivered through UPS within 2 business days from the date the shipping confirmation is sent if shipped to an urban address in Toronto, Ottawa, and Montreal, Canada. For all other regions please allow up to 4 business days. An order must be placed by 12:00 pm (noon) EST to be processed on the same day and will ship the following day.

Is a signature required at time of delivery?

Our shipping method requires a signature to confirm physical receipt of the order. The recipient must be available at the destination address to sign for the package, and present identification. If the recipient is not available to sign for the package when it arrives, it will be sent to the nearest pickup location. The address will be on the delivery notice that will be left by the carrier.

Can I ship my order to an address other than my shipping address?

Yes, you can ship your order to any other business or residential address within Canada as long as it is not to a P.O. Box.

Can you ship to a P.O. Box?

Orders must be sent to a valid residential or business address and requires a signature confirming delivery.

Can I pick up my Holt Renfrew Gift Card purchased online in a Holt Renfrew store?

Gift Card ordered online cannot be picked up in a Holt Renfrew store. You may purchase a Gift Card at any Holt Renfrew store during regular business hours.

What packaging do Holt Renfrew Gift Cards get mailed out in?

Holt Renfrew Gift Cards are enclosed in a Gift Card sleeve which indicates the amount of the Gift Card. The Gift Cards are then enclosed in a gift box. The personal message will be printed on a note within a separate envelope. Both the gift box and note will be enclosed in a bubble wrap envelope.

Can Holt Renfrew Gift Cards purchased online be redeemed at any Holt Renfrew location?

Yes, you may redeem your Holt Renfrew Gift Card at any Holt Renfrew store.

Can Holt Renfrew Gift Cards be refunded or redeemed for cash?

Once a Gift Card order transaction has been completed, the Gift Card cannot be cancelled or redeemed for cash.

When does the Gift Card expire?

Holt Renfrew Gift Cards do not expire.

How do I track my Holt Renfrew Gift Card balance?

If you want to check the outstanding balance on a Gift Card contact your nearest { BRAND.info.name }} store and provide your 16 digit number found on the back of the Gift Card.

What is your return policy on merchandise purchased with a Gift Card?

Holt Renfrew Gift Cards are not refundable. Merchandise purchased with a Holt Renfrew Gift Card may be returned in accordance with Holt Renfrew's return policies, and the refunded amount will be placed on a new Holt Renfrew Gift Card.

Can I add more money to my Holt Renfrew Gift Card?

Yes, you can add more money to the Holt Renfrew Gift Card by visiting your closest Holt Renfrew Store. You can also purchase a new Gift Card online or at a Holt Renfrew Store.

Can I purchase a Holt Renfrew Gift Card anywhere other than online?

Yes, you can also purchase Holt Renfrew Gift Cards at any Holt Renfrew store.

What does the recipient receive when I send an eGift Card?

An eGift Card is an electronic Gift Card that is sent via email. On the delivery date you choose, a message is sent to the recipient informing them of your gift, with a link to retrieve it online. The link in the email goes to a page showing the eGift Card you created, its value and code number. This page also gives simple instructions for redeeming the eGift Card, including printing instructions.

How do you prevent the eGift Card email from getting lost as spam?

We adhere to all industry best practices to ensure successful delivery of the eGift Card via email. Still, there is a chance that the email will be treated as spam or the recipient didn't notice it in their email inbox. You will receive an email message confirming delivery of the Gift Card alert email, and a message notifying you that the eGift Card has been viewed. If the eGift Card goes unviewed for 15 days after delivery, you will receive a message with options for resolving the issue.

How do I know the recipient actually received the eGift Card I sent them?

You will receive an email message confirming delivery, and a message notifying you that the eGift Card has been viewed. If the eGift Card goes unviewed for 15 days after delivery, you will receive a message with options for resolving the issue. You may also contact Customer Support with the order number from the email you received confirming your purchase, and we can tell you if the recipient has viewed their eGift Card.

Do I need to print my eGift Card in colour? Do I need a special printer?

Most standard office and household printers are equipped to print eGift Cards, and you do not need to print in colour. When printing, ensure the eGift Card Number is clear to read.

What if someone makes a copy of my printed eGift Card?

You must safeguard your eGift Card for your own protection. If someone makes a copy of your Gift Card and redeems it, the value of your copy will decrease by the amount redeemed. No matter how many copies are made, the value of the eGift Card is tied to the Gift Card number. If you suspect that someone has copied or stolen your eGift Card, contact Customer Support immediately. Any value that has not been used can be re-issued to you in a new Gift Card.

Security & Reliability

Is my order secure?

All personal and financial information is transmitted using the https protocol over a Secure Sockets Layer (SSL), utilizing state of the art technology for consumer protection. Behind the scenes, your web browser is sending all personal and financial information over SSL. The Gift Card purchase process is fully PCI compliant. If you have any questions or concerns, please contact Customer Support.

What if I lose my Gift Card?

Your eGift Card has cash value and should be safeguarded as such. Lost, stolen or damaged gift cards should be reported in person at any Holt Renfrew store or by contacting Customer Support immediately. Provided that they can be traced, it will be replaced at no charge with the balance showing in Holt Renfrew's system at the time of the report.

Who is CashStar?

CashStar is a Maine-based company specializing in Digital Gifting that allow consumers and businesses to securely order and send Gift Cards over the internet. Key personnel have played critical roles in technology and payments for such companies as American Express, Blackhawk Network, inComm, CoinStar, Wright Express, IBM, Hewlett-Packard, and L.L. Bean. CashStar is a sister company to Coupons, Inc., the successful online coupon technology and marketing company. CashStar's focus is on developing a secure payment technology platform and service dedicated to bridging the digital and physical divide. CashStar is fully PCI compliant.

Holt Renfrew Gift Cards, powered by CashStar.