Support
Email us and a person will read it. Tell us what happened and what you expected instead, and if it concerns an order, include the reference from your confirmation email.
support@perchcards.comWe aim to reply within one working day.My card opens the wrong page
The card itself never holds your web address, so this is almost always the destination set in your account rather than anything written to the tag. Open the card in your account, check the destination, and change it if it is wrong. The change takes effect immediately and the printed card is untouched.
A tag will not accept a link
Writing needs a rewritable NDEF tag that has not been locked. Some tags are sold write-protected, and some cards from other suppliers are locked to their own service, which cannot be undone by us or by anyone else. If you locked the tag yourself through Perch, that is permanent by design, but you can still change where it points, because that lives in your account and not on the card.
Nothing happens when I tap the card
Every iPhone from the XR onwards reads NFC with no app and no setup. Hold the card against the top of the phone, where the reader sits, with the screen on and unlocked. Older iPhones and some Android handsets either lack NFC or need it switching on in settings. Every card also carries a matching QR code, which works on any phone with a camera.
I cannot find my activation code
Codes are issued when your payment settles and sent with your order confirmation, so the email is the place to look. We store only a one-way hash of each code and never the code itself, which means we cannot read it back to you or show it in the app. If the email is genuinely gone, write to us with your order reference and we will issue a replacement.
How long does delivery take?
Cards are printed to order, so allow a few working days before dispatch. We deliver within the United Kingdom only. You will get an email with a tracking number as soon as your parcel is on its way.
Can I cancel or return an order?
You can cancel yourself at any time before dispatch, from your orders page, and a paid order is refunded to your card automatically. After it has been dispatched an order cannot be cancelled and its delivery address cannot be changed. For unpersonalised stock you then have 14 days from delivery to change your mind, and you pay the return postage. Cards printed with your own logo or artwork cannot be returned once we have started making them, because they are made to your specification.
My card is faulty. What are my rights?
Under the Consumer Rights Act 2015 you can reject a faulty card within 30 days of delivery for a full refund including delivery, and we pay the return postage. After 30 days we will repair or replace it, and if that does not put it right you can have a refund. For the first six months a fault is assumed to have been there on delivery, so you do not have to prove it. Personalisation makes no difference to any of this.
How do I close my account?
You can close your account yourself, in the app under Account, or on the website from your dashboard. It deletes the account and its cards straight away, and any card already in circulation stops opening anything. A subscription bought through the App Store is billed by Apple and has to be cancelled in your iPhone subscription settings, because deleting the account here cannot cancel it.
Your data
We do not store the IP address of anyone who taps or scans a card, we set no advertising cookies, and we never sell personal data. What we do hold, and why, is set out in the privacy policy. The full position on orders and returns is in our terms.
Who you are writing to
Perch is a trading name of Ticket Aura Limited. Email reaches us at support@perchcards.com.