FREQUENTLY ASKED QUESTIONS

Purchasing & Sending

How do I purchase a Holt Renfrew Gift Card online?

Ordering Holt Renfrew Gift Cards online is fast and easy! Simply follow the steps below to complete your purchase online. From the Holt Renfrew website www.holtrenfrew.com click on the Gift Cards link found at the bottom of the home page. You will be on the Gift Card landing page. Click on <Buy Now> to proceed to the Gift Card purchasing screens.

Are there any fees associated with Holt Renfrew Gift Cards?

No. 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?

Not at this time.

How do I cancel the purchase of a Gift Card?

If your Gift has not been redeemed, you can cancel your purchase by contacting Customer Support. Cancellation is subject to limitations.

Which credit cards do you 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, with rare exceptions for processing delays. 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.

Plastic Gift Card: Delivery times are determined by the Shipping Method selection. Orders are generally shipped within 1-2 business days. Once your Gift Card is shipped, you will receive an email with a tracking number, with which you may access the current shipping status of your gift.

What are the shipping options?

eGift Card: eGift Cards will be sent via email. Please see the "eGift Cards" section below for more about eGift Cards.

Plastic Gift Card: You can choose our 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 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, with which you may access the current shipping status of your gift.

Where can I ship my order?

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

Can I buy an eGift Card for myself?

Yes. To do so, go to the "Email" tab underneath "How would you like to deliver your eGift Card?" On this tab, enter your own email address in the "To" and "Confirm Recipient" fields. You should also enter your own name as the "recipient name" in the eGift Card preview area at the top of the page. Complete the transaction normally. When you receive your eGift Card alert via email, follow the instructions in this message to retrieve and redeem your eGift Card.

I want a printed eGift Card to present to someone as a gift. How do I do this?

Simply personalize the eGift Card for your recipient, have it sent to yourself and then print it. To do this, go to the "Print" tab underneath "How would you like to deliver your eGift Card?". On this tab, enter your own email address in the "Your Email" and "Confirm Your Email" fields. Enter your recipient's name and your personal message on the eGift Card preview, and complete the transaction normally. You will receive an eGift Card alert via email. Follow the instructions in this message to retrieve your eGift Card and then choose "Click to print this page." The resulting printout may be presented as a gift to the recipient.

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

Yes. If you send separate eGift Cards to Aunt Mary and Uncle Jim at their shared email address, they will receive two messages with the subject "[Sender] sent you an eGift Card from Holt Renfrew" with your name in place of [Sender]. Within the text of the emails, each message will be addressed to the respective recipient, using the name you entered in the purchase process, for example: "Mary Smith, John Jones sent you a $XX eGift Card from Holt Renfrew."

Receiving & Redeeming

What is the delivery area?

Currently, 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 generally be delivered through Canada Post within 3 business days from the date the shipping confirmation is sent if shipped to an urban address in Canada. In other cases please allow up to 7 business days. An order must be placed by 12:00 pm (noon) Eastern to be processed on the same day and will generally ship the following day. For example, an order placed on Tuesday at 11:00 am should ship on Wednesday. An order placed at 9:00 pm Friday will be not shipped until Tuesday as packaging and shipping services are not available on weekends.

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. You will be asked for identification. If the recipient is not available to sign for the package when it arrives, it will be sent to the nearest Canada Post outlet. The address will be on the delivery notice that will be left by Canada Post.

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?

No. 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?

Unfortunately, Gift Card ordered online currently cannot be picked-up in a Holt Renfrew store. However, 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 for cash?

Once a Gift Card has been shipped, it cannot be refunded or exchanged for cash.

When does the Gift Card expire?

There is no expiration date on your Gift Card. We recommend that you redeem it soon after you receive it, so you don't forget.

How do I track my Holt Renfrew Gift Card balance?

If you are not sure of the outstanding balance on your Gift Card, please contact your nearest Holt Renfrew store and provide your 16 digit number found on the Card and a customer service representative will be happy to provide this information. You may also have the balance checked at any Point of Sale terminal in a Holt Renfrew store.

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 Gift Card anywhere other than online?

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

What exactly 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 (the design you selected, with your recipient's name and your personalized message), its value and code number. This page also gives simple instructions for redeeming the eGift Card, including printing instructions. Sometimes, special offers and promotions are listed on the page.

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 un-viewed 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 un-viewed 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 color? Do I need a special printer?

No and no. Most standard office and household printers are equipped to print eGift Cards, and you do not need to print in color. Some printers produce great results, and older printers sometimes don't print certain images well, but the most important thing is that the Card Number is clear. If it is not, you may need to install a new ink cartridge.

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

Our state of the art technology inhibits fraud, but you must safeguard your eGift Card for your own protection. If someone makes a copy of your Gift Card and redeems it for the full amount, your copy will have no value. No matter how many copies are made, the value of the eGift Card is tied to the Gift Card number. When that number is used, the value of the purchase is deducted from the eGift Card. 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. If you lose your Gift Card, contact Customer Support immediately. If your Gift Card has not been redeemed or has some remaining value, we can cancel the original and issue you a new eGift Card for that value.

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.