FAQ's

The Dubai Festival City Mall Gift Card can be utilised to shop, dine and entertain yourselves across participating merchants at Dubai Festival City Mall and beyond.

The card can also be utilised to enjoy a relaxing stay, spa treatment or a gastronomic experience across the Intercontinental, Crowne Plaza, Holiday Inn and Al Areesh Club at Dubai Festival City.

Click HERE to find out where you can shop or dine with and entertain your loved ones using a Dubai Festival City Mall Gift Card. 

Dubai Festival City Mall Gift Card(s) are valid for a period of 12 months from issuance. The Dubai Festival City Mall Gift Card will expire exactly one year from the date of issuance.

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

There are a number of avenues to check on the balances of your Dubai Festival City Mall Gift Card(s):

  • By using a smart phone and scanning the QR code on the reverse of your Dubai Festival City Mall Gift Card 
  • On the website, by either logging into your account or by clicking HERE 
  • Visit Customer Service at Dubai Festival City Mall
  • Contact Centre, by calling +971 (0) 4 874 7857
    By approaching one of the Customer Service Desks at Dubai Festival City Mall

The 4-digit Dubai Festival City Mall Gift Card PIN code is included as part of the packaging of your Dubai Festival City Mall Gift Card.   

You could retrieve your specific 4-digit PIN code by clicking HERE or logging into your Dubai Festival City Mall Gift Card account. 

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

It usually takes up to 5 business days (Sun-Thurs) for refunds to be applied to the balance of the Dubai Festival City Mall 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.

In case you enter an incorrect 4-digit PIN three (3) times when carrying out a transaction, your card will be blocked automatically. You should contact our Customer Service team on +971 (0) 4 874 7857 who will carry out the required security checks to verify that you are the genuine cardholder. The Customer Services team will unblock your Dubai Festival City Mall Gift Card and you will then need to retrieve your 4-digit PIN by logging into your account HERE.

It may take up to 24 hours from the time the Customer Service team unblocks your Dubai Festival City Mall Gift Card for it to become available for further use.

Dubai Festival City Mall Gift Card(s) are deemed invalid upon expiry of the cards, i.e., post 12 months from the date of issuance. You may, however, avail of a grace period of 90 Days from the expiry date for re-activation of your expired Dubai Festival City Mall Gift Card(s) upon successful payment of AED 15 (as re-activation fee).

Please note that the existing balance on your Dubai Festival City Mall Gift Card needs to be more than AED 15 to avail this facility and the re-activation fee will be deducted from the balance upon re-activation.

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.

If you have lost / had your Dubai Festival City Mall Gift Card stolen, please follow the following steps:

Login to your Dubai Festival City Mall Gift Card account and mark the card as lost/stolen. 
Contact our Customer Services team on +971 (0) 4 874 7857, who will be able to locate and block your Dubai Festival City Mall Gift Card

In both scenarios, a reference number will be shared with you, which should be presented at a Customer Services Desk at Dubai Festival City Mall to collect the re-placement card. There is a re-placement fee of AED 15 that will be deducted from the available balance on the Dubai Festival City Mall Gift Card at the time of re-placement.

Personal details could be updated by logging into your Dubai Festival City Mall Gift Card account HERE

All enquiries in connection with a Dubai Festival City Mall Gift Card should be made to Customer Services by calling +971 (0) 4 874 7857.

The Customer Services Contact Centre operating hours are as follows:

Sunday - Wednesday (10AM-10PM)

Thursday – Saturday (10AM-12AM)

Your Dubai Festival City Mall Gift Card may be blocked without notice if:

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

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

All customer complaints in connection with Dubai Festival City Mall Gift Card(s) should be made to Customer Services by calling +971 (0) 4 874 7857 or by emailing support@festivalcitymallgiftcard.com..

The Customer Services Contact Centre operating hours are as follows:

Sunday - Wednesday (10AM-10PM)

Thursday – Saturday (10AM-12AM)

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.

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

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

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

No, the Dubai Festival City Mall Gift Card cannot be used for transacting over the internet.

Dubai Festival City Mall Gift Card(s) are deemed invalid upon expiry of the cards, i.e., post 12 months from the date of issuance. You may, however, avail of a grace period of 90 Days from the expiry date for re-activation of your expired Dubai Festival City Mall Gift Card(s) upon successful payment of AED 15 (as re-activation fee). Please note that the existing balance on your Dubai Festival City Mall Gift Card needs to be more than AED 15 to avail this facility and the re-activation fee will be deducted from the balance upon re-activation.

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

The following fees apply to the The Dubai Festival City Mall Gift Card:

 

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

Re – activation Fee: AED 15 for extending the validity of a Dubai Festival City Mall Gift Card

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

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

Dubai Festival City Mall 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 37,500

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.