FAQs

Where can I use my Crystalbrook Collection gift card?
Crystalbrook Collection gift cards are accepted at all Crystalbrook Collection hotels, resorts, restaurants, bars and spas. Check out crystalbrookcollection.com to view the collection.
Crystalbrook Collection gift cards cannot be accepted for any pre-paid events or functions, used for Moshtix or any other online ticketing transactions.

Does a gift card expire?
A Crystalbrook Collection gift card expires 36 months (3 years) from the date of issue. The expiry date appears on the back of the gift card.

How long will a gift card ordered online take to arrive?
Crystalbrook Collection gift cards will be sent via Registered Post and may take between three to five days to arrive. If you have selected Express Post, your gift card should arrive within one to two days. Gift cards can only be delivered within Australia and only to a street address. No deliveries will be made to PO Boxes.
Gift cards are also available in digital form and can be emailed immediately after purchase. Please select e-gift card if you would prefer this option.

What if I do not receive an email with the e-gift card after purchasing?
If you have not selected a custom delivery time and you have not received your e-gift card via email within 30 minutes of making your transaction, please contact Crystalbrook Collection on +61 2 9048 4488 or info@crystalbrookcollection.com.
We also suggest to always register after purchasing your e-gift card so we can easily find your lost e-card if undelivered.
Please also check your junk mail.

For what amounts can I purchase a Crystalbrook Collection gift card?
The minimum purchase for a Crystalbrook Collection gift card is $20. The maximum total value of gift cards per transaction is $5,000. There is also a maximum of four cards per order. If you wish to order a Crystalbrook Collection gift card with a value in excess of $5,000 or more than 10 cards in one transaction, please email info@crystalbrookcollection.com or call +61 2 9048 4488.

How can I pay for a Crystalbrook Collection gift card?
Online and mobile payments can be made by American Express, Visa or Mastercard. When purchasing a Crystalbrook Collection gift card from any of Crystalbrook Collection’s hotels, resorts, restaurants, bars or spas, payment may be made by American Express, Visa, Mastercard, EFTPOS or cash.
Corporate customers should contact us on +61 2 9048 4488.

Can I order a Crystalbrook Collection gift card if I live internationally?
Yes but you must provide an Australian billing address.

Can I add more money onto a gift card?
Yes, to add additional funds onto your gift card, please email info@crystalbrookcollection.com or visit any Crystalbrook Collection hotel, resort, restaurant, bar or spa.

Can I get my money refunded?
Crystalbrook Collection gift cards are non-refundable. You should treat your gift card as cash. No change will be given, however the remaining available balance may be applied to future purchases until the Crystalbrook Collection gift voucher expires or the balance reaches $0.
It’s important that you register your card after purchasing any gift card. This will eliminate any transfer issues or if you misplace your card, you will be able to go online, cancel and transfer the funds to a new card. Please note, you will need to repurchase a new gift card or e-gift card to be able to transfer any funds, with the minimum purchase being $20.

How do I activate my Crystalbrook Collection gift card?
Your Crystalbrook Collection gift card will be activated automatically when it is issued by Crystalbrook Collection. It is ready to use as soon as you receive it, whether by email (e-gift card) or with Registered/Express Post.

Can I buy something that costs more or less than the value on my Crystalbrook Collection gift card?
Your Crystalbrook Collection gift card or e-gift card can be used repeatedly until the value of the card has been used (or the card has expired). For purchases greater than the remaining card balance, Crystalbrook Collection will accept supplemental forms of payment.

Can I withdraw money from my Crystalbrook Collection gift card?
No. The Crystalbrook Collection gift card can be used for making purchases only.
We recommend that you register your card when purchasing any e-gift card or gift card. This will eliminate any issues with lost or stolen cards. With your card registered, you can go online and cancel the lost or stolen card, transfer funds on to a new purchased gift card or e-gift card. Please note the minimum amount for a new e-gift card or gift card is $20.

Can I redeem Crystalbrook Collection gift cards online or for pre-paid events?
No. Crystalbrook Collection gift cards can only be used at a Crystalbrook Collection hotel, resort, restaurant, bar or spa.

How do I know how much money is left on my gift card?
The balance can be checked at any Crystalbrook Collection hotel, resort, restaurant, bar or spa.
We recommend that you register your card when purchasing any e-gift or gift card. This will allow you to check your current balance, transfer funds to a new gift card and if you misplace your card, you can go online to cancel the lost or stolen card and transfer the funds to a new purchased gift card or e-gift card.

What do I do if I believe there is a mistake with my gift card balance?
Simply call Crystalbrook Collection head office on +61 2 9048 4488 or email info@crystalbrookcollection.com including your card number and details of your query.
We also recommend you register your card when purchasing any e-gift or gift card. This will allow you to check your current balance, transfer funds to a new gift card and if you misplace your card, you can go online to cancel the lost or stolen card and transfer the funds to a new purchased gift card or e-gift card. Please note the minimum amount to purchase a new gift card is $20.

Is my information safe when I use the Crystalbrook Collection website to purchase my Crystalbrook Collection gift card?
Yes, your information and online credit transactions are transmitted through a secure connection using Secure Socket Layering (SSL) encryption technology. SSL locks all critical information passed from you to us, such as payment information, in an encrypted envelope, making it almost impossible for this information to be intercepted. You can identify this by looking at the URL “https” the “s” indicates you are in a secure area employing SSL. Your browser may also give you a pop-up message that you are about to enter or leave a secure area. SSL is the system that is used by all reputable e-commerce sites. In the event of unauthorised use of your credit card, you must notify your credit card provider in accordance with its reporting rules and procedures. For more information on our privacy policy visit crystalbrookcollection.com.

Can I check my gift card transaction history?
You can check your balance by registering your gift card or e-gift card after purchasing.

What do I do if my Crystalbrook Collection gift card is lost, stolen or damaged?
Lost or stolen Crystalbrook Collection gift cards will be replaced if a customer can provide an original receipt and card reference number (conditions apply) and the card has not been used. Damaged gift cards will be replaced upon presentation of the damaged card. Please email info@crystalbrookcollection.com with details if you require assistance.
We recommend you register after purchasing your gift card or e-gift card This will allow you to check your current balance, transfer funds to a new gift card, cancel and report any lost or stolen gift cards.

What will I do if my Crystalbrook Collection gift card hasn’t arrived within the specified time following the order?
If your delivery hasn’t arrived within seven working days, please email info@crystalbrookcollection.com mentioning your order ID and we will investigate.

How do I use my gift card or e-gift card when staying at a Crystalbrook Collection hotel or resort?
Our hotels and resorts require a credit card upon check-in for pre-authorisation for the total accommodation, including incidentals. When checking out you will be able to use your gift card or e-gift card to finalise the balance payable. For any expenses incurred outside of the value of your gift card this will be charged to the credit card provided.