Mandarin Oriental Gift Card

Frequently asked questions

PURCHASE

DELIVERY

USE

MY CARD

SECURITY AND RELIABILITY

 


PURCHASE

Q: Where can I purchase a Mandarin Oriental Gift Card?

A: You may purchase either a traditional plastic Gift Card or an eGift Card online in USD, HKD, EUR or GBP by following this link: mandarinoriental.com/gift-cards/. Separately, you may purchase a traditional plastic Gift Card at any Mandarin Oriental property, with the exception of Mandarin Oriental, Taipei.

Q: In what denominations are Gift Cards sold?

A: Gift Cards are sold online in USD, HKD, GBP & EUR. Gift Cards are available in any custom denomination between USD 50 and USD 2,000, GBP 30 and GBP 7,000, EUR 30 and EUR 8,000, or HKD 150 and HKD 78,000.

Q: What purchase methods are accepted?

A: Currently, online payment is accepted via VISA, MasterCard, American Express, Discover, Diner’s Club & PayPal.

Q: When will my credit card or PayPal account be charged?

A: Your credit card or PayPal account will be charged at the time of purchase. This purchase will appear on your credit/debit card statement as MANDARIN O EGIFT CSTAR

Q: How do I purchase more than one card

A: You may purchase up to ten Gift Cards per online transaction in any combination of traditional plastic and eGift Cards for a maximum total of USD 2,000, GBP 7,000, EUR 8,000 or HKD 78,000. To place larger orders, please visit a Mandarin Oriental hotel or email mohg-giftcard@mohg.com.

Q: Does Mandarin Oriental charge any additional fees for online Gift Card purchases?

A: No. There are no fees associated with Gift Cards purchased online. You will only be charged the face value of the Gift Card, plus shipping costs. eGift Cards are sent via email and incur no shipping charges.

Q: Can I cancel my order and refund my card?

A: Mandarin Oriental Gift Cards are not refundable and may not be exchanged for cash unless required by law.

 


DELIVERY

Q: How long does it take for a Gift Card to be delivered?

A: eGift Cards: Your eGift Card will be sent via email on the delivery date you choose. If you select same day delivery, most eGift Cards are sent within an hour of purchase. For future deliveries, eGift Cards are sent at the specific time selected by the purchaser.
Traditional Plastic Gift Card: Please allow up to one business day for order processing. The delivery time is contingent on the delivery service you choose. Within the United States, there are two shipping options: FedEx Ground shipping will deliver within 1-5 business days and FedEx Standard overnight shipping will deliver by 4:30PM EST the following business day. Kindly note that both options will require a signature upon delivery and that shipping estimates do not include processing time of up to one business day. Outside of the United States, there is one shipping option: FedEx International Priority will deliver in 2-3 business days to most locations. Kindly note, due to customs and border regulations, FedEx cannot guarantee international delivery times. If you need your Gift Card to arrive earlier than our shipping options allow, please choose our eGift Card option or visit a participating Mandarin Oriental location to purchase your Gift Card in person.

Q: What exactly does the recipient receive when his/her eGift Card arrives?

A: 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 (including the design you selected, your recipient’s name and a personalized message), as well as its value and the eGift card number. This page also gives simple instructions for redeeming the eGift Card.

Q: Are there any holidays and/or closures that might affect delivery time?

A: eGift Card: No, eGift Card orders are not affected by holidays or other related closures.
Plastic Gift Card: Kindly note that our fulfillment house will be closed for the following holidays in 2018 and orders will be processed the next business day upon reopening: January 1, February 19, March 30, May 28, Jul 4, Sep 3, Nov 22, Nov 23, Dec 25 and Dec 26. Separately, orders will not ship out over the weekends, so orders placed on Friday after 1PM EST will ship out the following Monday.

Q: How do I check my order status and delivery?

A: eGift Card: Once your eGift Card is delivered to the recipient’s inbox, you will receive an email notification. Once your recipient views their eGift Card, you will receive another notification. If your recipient does not view their eGift Card within 15 days of receiving it, you will receive a third notification. In addition, kindly note that you may access customer service tools to check delivery status and make adjustments to your order by following this link: mandarinoriental.cashstar.com/about/customer_support/contact/.
Plastic Gift Card: 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.

Q: How do I purchase an eGift Card to print and hand deliver myself?

A: To hand deliver a printed eGift Card yourself, begin by personalizing the eGift Card with the recipient’s name and your desired message. Once you’ve done this, enter your own email address instead of the recipient’s email address. After completing your purchase, the card will be emailed to you and you may print it out to hand deliver it to your recipient.

 


USE

Q: Where can I use my Mandarin Oriental Gift Card?

A: Mandarin Oriental Gift Cards are redeemable at participating Mandarin Oriental properties. Currently, Gift Cards are not for sale nor redeemable at Mandarin Oriental, Taipei. In addition, Mandarin Oriental Gift Cards are not redeemable at Morton’s, the Steakhouse, Teppan-Ya at Mandarin Oriental, Singapore or at Wasabi Bistro at Mandarin Oriental, Kuala Lumpur.

Q: What can the Gift Card be used for?

A: Your Mandarin Oriental Gift Card can be used for hotel accommodations, spa services, dining, boutique purchases and leisure activities at any of our participating properties.

Q: Does the Gift Card holder have to be a guest to redeem their card?

A: No, the recipient can use his or her Gift Card to redeem for services at any participating Mandarin Oriental property whether or not he or she is a guest at the hotel.

Q: Does the full value of the card have to be redeemed at once?

A: No, the Gift Card’s balance can be partially redeemed and the leftover balance will remain intact.

Q: How will the exchange rate be calculated if I redeem my gift card?

A: When a Mandarin Oriental Gift Card is redeemed at a hotel or resort where the local currency is other than the currency in which the card was issued, the daily market exchange rate is used for cross currency exchange inclusive of a 4% cross currency exchange fee.

 


MY CARD

Q: How can I find the balance on my card?

A: To check your balance, please visit CHECK CARD BALANCE

Q: Does my Gift Card expire?

A: No, your Mandarin Oriental Gift Card does not expire.

Q: What can I do using the CashStar customer support tools?

A: Kindly find our customer support tools here: mandarinoriental.cashstar.com/self_service/register
If you are the purchaser of the Gift Card, you will be able to use these tools to track your order, check your order status, resend your eGift Card, or view or print a receipt.
If you are the recipient of a Gift Card, you will be able to view all the cards you have received and to check their balances.

Q: How do I protect my Gift Card’s balance?

A: The best way to protect your gift card balance is to register your card as soon as you receive it by following this link. You will be asked to enter your email address, create a password, enter the 20 digit number on the back of your card and click “Create Account”. The process will take less than five minutes. Register your card now. If you already have an account, you can register any new cards using your existing login under "My Account" and click “Add New Gift Card.

Q: Can I register more than one card on one account?

A: Yes, under the “My Account” section, click “Add a New Card” to add more than one card to your account.

Q: What do I do if my Gift Card is lost or stolen?

A: If you’ve registered your Gift card, kindly login to your account, select the card in question and choose “Report card lost” from the pull down menu. Follow a few prompts and the remaining balance on the card will be frozen. Once this is done, kindly email a shipping address to us at mohg-giftcard@mohg.com, after which we can either ship you a card to the address of your choosing or arrange pickup of your card at the Mandarin Oriental property most convenient for you. The balance of this replacement card will be the same as the balance that was frozen on your lost card. If your card is unregistered, we cannot guarantee replacement. However, we are happy to try to help if you email us at mohg-giftcard@mohg.com

Q: What happens if I find my lost card after it has been replaced?

A: Please discard any cards that have been reported lost or stolen. Once the balance has been frozen and transferred to a new gift card, the old card has no value and cannot be accepted for payment.

Q: Can I top up my Gift Card?

A: At this time, we do not offer the ability to top up or to increase the value of an already-purchased Gift Card.

 


SECURITY AND RELIABILITY

Q: Is my order secure?

A: Security is very important to us. For questions concerning order security, kindly refer to our privacy policy.

Q: How do you prevent my eGift Card from getting lost as spam?

A: 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.

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

A: 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 eGift Card.

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