FAQ's

You can visit Dubai Festival City Malls or Dubai Festival Plaza Customer Service Desks to purchase or make an inquiry about the gift card. You can also make an online purchase through our click and collect platform and corporate entities can contact our corporate sales team.

The minimum limit when you purchase a Festival City Malls Gift Card is 50aed and maximum limit is  36,000 AED.

You may purchase up to 3,600 AED per year without an identification requirement

You may purchase up to 36,000 AED per year with an Emirates ID or Passport.

• Visit the www.festivalcitymallgiftcard.com.
• As a recipient of Festival City Malls Gift Card, you need to register the Festival City Malls Gift Card under your name before use.
• After registration is completed, you login to your account and activate the Festival City Malls Gift Card.

Festival City Malls Gift Card is valid for 1 year from the date of purchase.

The Festival Malls Gift Card can be widely used across the Malls. It cannot be used for Online transaction or ATM withdrawal. The Festival Malls Gift Card can be used also in Hotels such as DFC Intercontinental Hotel, DFC Crowne Plaza Hotel and DFC Holiday Inn Hotel.

Festival City Malls Gift Card is used the same way as a Master Card. Therefore, you will require a PIN whenever you want to make payment on purchase.

Set your unique 4-digit PIN for Festival City Malls Gift Card by clicking HERE and logging into your Festival City Malls Gift Card account.

• Visit the website and click the Balance Enquiry page and enter the 16 digits on the face of your Gift Card
• By using a smart phone and scanning the QR code on the reverse of your Festival City Malls Gift Card 
• Log in to your registered account here and click 'my cards'. This page will show the balance of all your Festival City Mall Gift Cards balances
• Visit any of the Customer Service desks at Festival City Malls
• Contact the Festival City Malls Gift Card call centre, by calling +97142085555

You can set your unique 4-digit PIN for Festival City Malls Gift Card by clicking HERE and logging into your Festival City Malls Gift Card account.

• Login to your Festival City Malls Gift Card account and mark the card as lost/stolen
• Contact our call centre team on +97142085555, who will be able to locate and block your Festival City Malls Gift Card
• A reference number will be shared with you and you will be asked to go to Dubai Festival City Malls or Festival Plaza depending on where the Gift Card was purchased to get a replacement
• AED15 replacement fee will be deducted from your remaining balance

No, the Festival City Malls Gift Card is exclusively used for Point of Sale (POS) transactions only across the Mall.

No, Festival City Malls Gift Card(s) cannot be used to withdraw cash from an ATM.

All customer complaints in connection with Festival City Malls Gift Card(s) should be made to Customer Services by calling +97142085555 or by emailing support@festivalcitymallgiftcard.com .

The Customer Services Contact Centre operating hours are as follows:

Sunday - Wednesday (11AM-9PM)

Thursday - Saturday (11AM-9PM)

You will be provided with written acknowledgment, via email or otherwise, upon receipt of your complaint. All complaints will be investigated thoroughly and you will be notified of any outcome(s) of the e investigation as soon as is practicably possible.

Festival City Malls Gift Card(s) are used at participating merchant outlets in the same manner as any other MasterCard branded card product.

Upon selecting the goods/services that you wish to purchase, present your Festival City Malls Gift Card to the merchant and enter your 4-digit PIN into the payment device at the point of sale/cahier till. Festival City Malls Gift Card(s) could be used to make a part payment for purchases with a higher value than the balance available on the Festival City Malls Gift Card. The card(s) could also be used for multiple transactions until the balance has been fully utilised or the card has expired.

It usually takes up to 5 business days (Sun-Thurs) for refunds to be applied to the balance of the Festival City Malls Gift Card and is dependent on the merchant' acquiring bank and related systems/processes. We have no influence over the merchant' acquiring bank, and will not be liable for any delays in refunds.

Festival City Malls Gift Card(s) are deemed invalid upon expiry of the cards, i.e., post 12 months from the date of issuance.

You may review a copy of the terms and conditions by clicking HERE.

No, we do not offer refunds once funds have been loaded on to the card. The available balance can be utilised to make POS transactions during the validity and grace period, subject to successful re-activation.

Personal details could be updated by logging into your Festival City Malls Gift Card account HERE.

All enquiries in connection with a Festival City Malls Gift Card should be made to Customer Services by calling +97142085555.

The Customer Services Contact Centre operating hours are as follows:

Sunday - Wednesday (11AM-9PM)

Thursday - Saturday (11AM-9PM)

• You are found to be in breach of the terms and conditions of the Festival City Malls Gift Card Program; or
• Your Festival City Malls Gift Card is, or is likely to be, misused, abused or exploited for illegal purposes

You will be notified in case your Festival City Malls Gift Card is blocked, provided such a notification is not prohibited by the law and would not otherwise compromise fraud prevention and investigation efforts.

Yes, all Festival City Malls Gift Cards need to be activated prior to use.

All recipients of Festival City Malls Gift Cards are required to activate their Festival City Malls Gift Card(s) upon receipt. You will need to register an account (or login to your existing Festival City Malls Gift Card portal account) and link the Festival City Malls Gift Card to your account.  Once activated, your Festival City Malls Gift Card will be ready to use at any of the locations listed above.

Within the portal you will be able to manage your Festival City Malls Gift Card(s), i.e., enquire for balances, retrieve your Gift Card PIN number(s) and mark your Festival City Malls Gift Card(s) as damaged/lost/stolen.

Issuance Fee:  AED 15 towards the issuance and activation of a Festival City Malls Gift Card

Replacement Fee:  AED 15 for replacing a lost, stolen or damaged Festival City Malls Gift Card

The fees associated with Issuance is charged over and above the amount you wish to load on the Card, whereas, the replacement fees will be deducted from the available balance remaining on the expired, lost, stolen or damaged card in question.

Festival City Malls Gift Cards are single load only, i.e., they cannot be re-loaded or topped up once issued.

In-mall Sales (via the designated Customer Service Desks)

Minimum Load: AED 50

Maximum Load: AED 36,000

Please note that the maximum limit is an annual (Calendar year) limit applicable per individual.

Click HERE  to find out where you can purchase higher value Gift Cards.