Online Shop Frequently Asked Questions

What is a Voucher?

What is an eCode?

How long will it take for my Vouchers to arrive?

How long will it take for my eCodes to arrive?

Why can’t I add items to my Cart?

Why am I getting a 501 Error Message?

How do I clear or ammend my cart?

How do I know what my Allocation is?

How do I view my previous orders and obtain details of the eCodes issued to me?

Can I get my eCode order refunded?

Does my eCode cover Leicester Square?

Can I get my physical voucher order refunded?

How long will my Vouchers or eCodes be valid for?

Can I change my address during the ordering process?

Can my order be sent to a different address?

What are the different postage options?

Who do I contact if I can’t find the answer to my question here?


What is a Voucher?

A Voucher is a physical token which we will post to the address you provide at the checkout.

What is an eCode?

An eCode is an electronic Voucher which will be emailed to you once you have placed your order. eCodes are available for the following cinema chains: Vue, ODEON, Cineworld and Picturehouse. Please note there are different ways to redeem your codes, which are included within the “Product Page” for each cinema.

How long will it take for my Vouchers to arrive?

If you place an order for Vouchers, it will be processed on the next working day (Monday-Friday excluding bank holidays) and sent out by Royal Mail Second Class post, unless you choose a different postage option at the checkout.

CSSC Ltd. is not responsible for any delays in the postal service operated by the Royal Mail and you should book physical Vouchers well in advance of their intended date of use. Please allow up to 10 working days for delivery to allow for posting.

How long will it take for my eCodes to arrive?

Once you have purchased eCodes they will arrive automatically via email to the email address you provided at the Checkout. Please ensure this is the correct email address and check that the email has not defaulted to your spam or junk folders.

What is a QR code?

A QR is an image that can be scanned at the box office when processing ticket entry and is displayed on the email confirmation. Read here for further details.

Why can’t I add items to my Cart?

You will need to check that your Cart is not full as this will affect your ability to add further items. This is because we restrict the number of Vouchers/eCodes that members can purchase on a monthly basis. Each member receives the same allocation.

To check this you will need to enter the “CSSC Online Shop” and click on “Shopping Cart”. If you have items in your cart then you can clear by clicking “Clear Cart”. To continue shopping you will need to press “Shop” at the top of the screen.

Why am I getting a 501 Error Message?

This error message occurs when your attempted payment fails. It may be that a digit from your payment card or expiry date was entered incorrectly but it may be due to firewalls, if you are using a work computer to place your order, as these can prevent the payment from going through. We would not recommend that you use a work computer to place your order.

If you know that your payment has not gone through, then you will need to clear your shopping cart of all the vouchers or eCodes that you were trying to purchase, then logout and log in and place your order again. If you do not do this, then no matter how many times you try to place your order, even if you use a different payment card or computer or device, your order will not go through and you will keep getting this error message.

How do I clear or amend my cart?

To clear or amend your cart you will need to add another voucher or eCode to your cart.

To do this you will need to go back to the shop either the ‘Days out’ or ‘Cinema’ section and select one random voucher or eCode and then click on the ‘add items to cart’ button. This will then show all your items in your shopping cart and will allow you to clear or amend your cart.

Please delete all items from your cart and refresh your page before placing another order.

How do I know what my Allocation is?

You can find out how many Vouchers and eCodes you have remaining for each product on the Product Pages under “quantity”. The drop down will show you how many more items you are able to purchase for that month.

Click on ‘My Account’ under the ‘Shop’ tab

Then click on ‘orders’ to view your Order History.  Once you have done this you will be able to see a list of all your orders.  If you wish to view details of your individual orders you will need to click on the relevant order. This will then show any eCodes you have ordered.

Can I get my eCode refunded?

eCodes cannot be refunded or exchanged, unless the eCode is proven to be faulty or you let us know within 14 days from the date of order.  A check of the eCode will be carried out by our supplier(s) before they are cancelled.  Once cancelled, a refund will be processed to the account from which payment was taken.  Refunds can take up to 7 working days. Please note: eCodes which are unused by their expiry date will not be refunded or exchanged.

Does my eCode cover Leicester Square?

For certain eCodes some cinema locations are excluded from the offer.  These exclusions will be listed against the eCodes type on the order.  Please ensure you check these before confirming your order.

Can I get my physical voucher order refunded?

If you cancel you must return the goods no later than 14 days after the day on which you informed us that you are going to do so. Goods should be returned to ‘Freepost CSSC SPORTS & LEISURE’.  You will be refunded within 7 working days on receipt of the returned goods.

How long will my Vouchers/eCodes be valid for?

Wherever possible Vouchers and eCodes sold on the Online Shop will have a minimum of 3 months' expiry when issued. If there are Vouchers and eCodes with a shorter expiry, these may be advertised at a discounted rate on the relevant page. All Vouchers and eCodes will have expiry dates on them. Please ensure that you check these upon receipt.

Can I change my address during the ordering process?

Yes, you can edit your address when you review your order at the Checkout under fulfilment details. You will need to “click” on “edit” and this will allow you to make changes.

Can my order be sent to a different address?

Yes, this can be done by selecting “New” from the Shipping Address drop down menu, prior to the order being placed.

What are the different postage options?

CSSC Ltd. Is not responsible for any delays in the postage service operated by the Royal Mail and you should book vouchers in advance of their intended date of use. You can select different postage options at the checkout screen. The below information is from: http://www.royalmail.com

2nd Class: Royal Mail aim to deliver your letters and parcels in two or three working days - including Saturdays.

1st Class: Royal Mail aim to deliver your letters and parcels to their destinations the next working day – including Saturdays.

Signed for: Royal Mail Signed For® 1st Class aims to deliver your letter or parcel the next working day. Please note: this can only be tracked once it has been signed for.

Special Next Day Guaranteed: Special Delivery Guaranteed™ services your item will arrive safely and by the next working day – including Saturdays. Please note: someone will be required to sign for this.  

For further information on postage, please visit http://www.royalmail.com

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The latest edition of Leisure Scene is now available for you to view online, it's packed full of exciting things going on at CSSC.

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