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Gift card terms & conditions

Shepherd Neame Gift Card Terms & Conditions


Shepherd Neame Limited is responsible for the Shepherd Neame gift card. We are registered in England with company number 138256. Our registered office is at 17 Court Street, Faversham, Kent ME13 7AX. In these terms and conditions, we refer to this business as “we” and by related words.

The Shepherd Neame gift card is managed through our card partner, Toggle, and is available either as a physical card in a presentation wallet, or a digital code sent via email.


Shepherd Neame reserves the right to amend gift card terms and conditions at any time without prior notice when considered necessary, or to withdraw the card on reasonable notice. Your statutory rights are not affected. Use of your Shepherd Neame gift card constitutes acceptance of our Terms and Conditions and we therefore recommend you read them carefully. Shepherd Neame gift cards remain the property of Shepherd Neame who maintain the right to cancel the card in situations where it is deemed necessary to do so.


The Shepherd Neame gift card is available in digital format as a code that can be used to make purchases, or you can choose to receive a physical card that can be used. You can buy a Shepherd Neame gift card for yourself, or you can buy one as a present for someone else. All references to the Shepherd Neame gift card in these terms and conditions are to both formats, unless specified otherwise.


We strongly recommend you register gift cards online with your details. If lost, damaged or stolen, Shepherd Neame gift cards can only be replaced if previously registered online. You can register your gift card by following the registration link in your gift card confirmation email. Shepherd Neame cannot take responsibility for lost, damaged or stolen gift cards. Any funds spent by an unauthorised person cannot be recovered. You should, therefore, treat the card as you would treat money in your wallet. Shepherd Neame reserves the right not to replace any unregistered cards that are lost or stolen.

Shepherd Neame gift cards are not covered by the Financial Services Compensation Scheme – therefore, any funds lost are not insured or compensated.


Shepherd Neame gift cards can be redeemed in full or used as part payment for food and/or drinks at all participating Shepherd Neame managed houses that are listed here. Gift cards can also be redeemed in the Shepherd Neame online shop. We do not currently accept Shepherd Neame gift cards as payment for accommodation. You cannot use your Shepherd Neame gift card elsewhere, for example at Shepherd Neame tenanted pubs, kiosks in retail outlets or at events, or for Shepherd Neame produce sold in places other than the Shepherd Neame managed houses listed at the link above or in the online shop.

Alcohol is only available to those aged 18 years and over. A Shepherd Neame gift card is not proof of age and a valid ID may be required. Management reserves the right to refuse. If you are using a gift card to pay for an experience/food/drinks etc. you will need to pay the difference if the bill isn’t fully covered by the available balance on the gift card. Shepherd Neame reserves the right to refuse payment by gift card. Gift cards are valid 24 hours after time of purchase.


Gift cards are not transferable and cannot be exchanged for cash. No change or refund will be given but remaining balances will stay on the card for future redemption. Gift cards will expire 12 months from date of purchase or most recent top-up, however expiry dates may vary on specific products and promotions. Any remaining balance will be deducted on expiry.


If you are permitted by law to receive a refund, and you paid at a managed house using your Shepherd Neame gift card, the refund will be loaded back on to your Shepherd Neame gift card. If you cancel an online shop order paid for with a Shepherd Neame gift card, this will need to be refunded manually. You will need to email [email protected] with details of your order.


Digital gift card balances can be checked online at If you have a physical gift card and would like to know your balance, please register your gift card online to be able to check your balance online.


In purchasing and using your Shepherd Neame gift card, we will collect, store and process personal data in relation to you. Our use of that data is described in our Privacy Policy available at


Purchases of Shepherd Neame gift cards are subject to various fraud checks and we reserve the right to refuse an order if the payment is subject to additional verification or scrutiny or for any other reason, without providing explanation. If we believe a gift card is fraudulent, we reserve the right to cancel the purchase and remove credit. Shepherd Neame cannot be held responsible for any unauthorised use where the gift card number and/or gift card have been used by another party.


If you have any questions please contact us at [email protected] .


If after purchasing your Shepherd Neame gift card you change your mind and decide to return it, then the following procedure applies and must be completed within 28 days of the purchase date. Notify us by email at: [email protected]. We will confirm receipt to you via email and if eligible for a refund, this will be to the original payment method used to purchase the Shepherd Neame gift card for the full amount. Any cards that have been activated, lost or redeemed will not be accepted for any refund and will be considered as used. 


Gift cards will be sent to the delivery address stated on the individual order. Deliveries will be made using the delivery service specified on the order. Orders sent by Registered or Special Delivery will require a signature on arrival.

Shepherd Neame gift cards will normally be despatched within three working days, however, during busy periods despatch can take longer. Where possible Shepherd Neame will try to meet all delivery requirements but shall not be liable for any loss incurred either directly or indirectly by failure to meet the requested delivery date. ‘Loss’ in this instance includes any loss of profit, costs, damages, charges, other expenses, consequential losses and non-financial losses.


Gift card quantities and pre-loaded value(s) should be checked immediately upon receipt. Any discrepancies must be notified immediately by email to [email protected] Shepherd Neame cannot be held responsible for any shortage or loss of any gift cards not notified by email to Shepherd Neame within seven working days of delivery, or the specified delivery date in respect of lost cards.

Payment is taken at the time of purchase of the gift card. Cleared payment is required prior to the despatch of orders.


Shepherd Neame will not be liable for the non-availability or non-functioning of the gift card, except if we are negligent and where the law prevents us from limiting our liability. In general, however, we will try to resolve any issues that arise.