What happens if my Gift Card balance looks incorrect?

If your Brown Thomas Gift Card or E-Gift Card balance does not appear as expected, there are a few reasons this may occur. This guide will help you identify the most common causes and explain what steps to take if you need further support.

Common reasons for a balance discrepancy

• Recent transactions:
  If you have recently used your Gift Card, please allow a few minutes for the balance to update, particularly after online transactions.

• Partial use of the card:
  If you used your Gift Card for part of a payment, the remaining balance will still be available for future purchases.

• Multiple Gift Cards:
  If you have more than one Gift Card, please ensure you are checking the correct card number, as each card retains its own separate balance.

• Temporary balance freeze after a failed transaction:
  If an online transaction fails after applying your Gift Card, the balance may be temporarily frozen for security reasons. This freeze typically lifts within 24 to 36 hours.

How to check your balance

• Online:

  • Log into your account at brownthomas.com or arnotts.ie.

  • Add an item to your basket and proceed to checkout.

  • Under 'Secure Payment', select 'Use a Gift Card'.

  • Enter your Gift Card number and select 'Check Balance'.

• In-store:

  • Present your Gift Card at any till in Brown Thomas, Arnotts, or BT2 stores.

  • A member of our team will assist you.

What to do if the balance still looks incorrect

If you have reviewed the points above and still believe there is an issue with your Gift Card balance, please contact our Customer Service team.
We will be happy to investigate and assist you further.

Important to know

• Gift Cards and E-Gift Cards issued by Brown Thomas do not expire.

• Always retain your Gift Card until you are certain you will not need to return an item, as refunds will be processed back to the original card.