Question 1

How can I redeem my Sauna Voucher for 2?

Accepted Answer

Once a gift voucher code, or activation link has been used, the remaining balance of the voucher can only be used against that account.  Therefore if you want to add guests to your booking, please book each place under your own name.

The sauna host will check the guests have completed a medical form ahead of entering the sauna.

Question 2

Recipient has not received their Gift Card

Accepted Answer

If the recipient has not received their Gift Card activation link email yet, it could be a few things, here is what may have happened;Typo on the email address The wrong email address has been providedNo email address has been provided The email went to the recipient’s junk mailThe send date has been entered incorrectly  Firstly, has it been 24 hours since the Gift Card should have arrived with the recipient? It can take up to the time of day that the gift voucher was purchased.If it has been over 24 hours, here is how to check the information on the Gift Card, and find the activation link to share with the recipient directly;Log into your accountIf using a web browser, navigate to your user profile using the top right icon. If using the app, navigate to 'Studio' along the bottom of your screen.Click 'My Gift Cards'. This will show any purchased Gift Cards.If the gift card has been activated successfully by the recipient, there will be an expiry date and balance showing. For example £33/£33 still to spend, or £0/£33 if it has been used.If the gift card has not been activated, you will see 'sent on' followed by the date. To drill down further, click on coloured envelope . In this pop up window, highlighted in grey is the email address where the gift card has successfully been sent.If no email address has been entered, there will be no grey highlighted addressRegardless of the outcome of the above. From here, the best thing to do, is copy the activation link and  manually share it with the recipient.It is very important to note, that the link should only be clicked by who it is intended for.
If a Gift Card is activated accidentally by someone other than the recipient, the Gift Card cannot be transferred. If the Gift Card is for a close family member, you can instead book the sessions on their behalf. Alternatively, let us know, we’ll cancel the Gift Card and start again.  Please email roar@thelionsdennorwich.com. You can also find proof of purchase in your invoices section of your Lions' Den account in : Studio>My Invoices.

Question 3

Do you have Lions' Den Gift Cards?

Accepted Answer

Absolutely! Gift cards are managed through our online booking platform.You can choose from our options on our website page, or directly through the app, in Studio>Gift CardsYou will have two options upon check out:PDF option with a 6 digit code. This 6 digit code is used by the recipient at check out when purchasing their passes.  You can choose a day you would like this to be emailed to the recipient, or to yourself to print out. Make sure you enter an email address in the recipient field of where the voucher should be emailed. Do not proceed until you can see the email address has been recognised by the system. Activation link. Once activated, the balance will be added to the Lions' Den account of the recipient. If they don't have an account, no problem, they will be prompted to create one first. You can choose a day you would like this to be emailed to the recipient, or to yourself. Make sure you enter an email address in the recipient field of where the voucher should be emailed. Do not proceed until you can see the email address has been recognised by the system.

If you would like a physical copy of a gift card, please feel free to pop by either location and pick up a blank gift card to enter your gift card details, including message, voucher code and expiry date. .

Question 4

Gift Card not working at City?

Accepted Answer

To use your gift card at City, please take the following steps:1. Log into your account on the app and select River site by clicking the drop down at the top of the screen2. Next go to 'Studio' at the bottom of your screen and click 'Passes'3. To find the right pass, scroll down to the 'Sauna' section and purchase as many passes as you need. If booking for a sauna, look for the 'Sauna + Ice Bath £16.50' pass.4. Enter your gift voucher in the discount /voucher code box, alternatively, if you have activated your gift voucher already, on this step the system should prompt you that you have internal credit to use.5. If you want to book at City, you can then navigate back to the City site using the drop down menu at the top of the screen,6. To find a session, click 'Schedule' at the bottom left of the screen (You can filter by date from the 'All Dates' button at the top of the screen; select the date and click 'Filter')7. Choose your sauna session, then select the pass you have just purchased from your 'Available Passes'. To book more than one person, repeat this step and book them in your name.
You can book at either site, however the passes should be purchased from River.Can't see our City location in the app? Check you have downloaded are latest app.

Question 5

I purchased a Gift Card but can't find it!

Accepted Answer

If using our app:
Navigate to Studio in the bottom right Click "My Gift Cards"  from the listThis will open a web browser where you will see all purchased gift cards in the top section and received gift cards in the bottom section.If you do not see any gift cards, you may need to switch to our other site River/City in the app then try again.If you received/opted for a PDF 6 digit code gift card, you can click the paper clip symbol next to the gift card to get the codeIf you received/opted for an activation link, you will see a present symbol, or long 23 digit code. If you have activated the gift card, you will see 23 digits, this means that when you check-out on your account, you will have the option to pay by credit. 
If using a web browser:Log in to your Lions Den Account at River or CityClick the head and shoulder icon in the top rightFrom the list, click "My Giftcards"In the top section you will see all the gift cards you have purchased, and in the bottom section you will see any gift cards you receivedIf you do not see any gift cards, you may need to switch to our other site River/CityIf you received/opted for a PDF 6 digit code gift card, you can click the paper clip symbol next to the gift card to get the codeIf you received/opted for an activation link, you will see a present symbol, or long 23 digit code. If you have activated the gift card, you will see 23 digits, this means that when you check-out on your account, you will have the option to pay by credit.

If you'd like a physical voucher, please feel free to pop into either location and pick up a blank card. Here you can write a message, add the expiry date, and include the 6 digit code (if opted for the PDF gift card). If you opted for an activation link, you can write "Check your email" instead of writing a code in this section.

Frequently Asked Questions

How can I redeem my Sauna Voucher for 2?

Recipient has not received their Gift Card

Do you have Lions' Den Gift Cards?

Gift Card not working at City?

I purchased a Gift Card but can't find it!

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