FREQUENTLY ASKED QUESTIONS |
| Q: | Can I include a Gift Message? |
| A: | You may include a message with each of your hampers by simply filling in the message box when prompted in the checkout process. You'll need to complete a different message box for each hamper if you want a different message, or, if you would like to repeat your message, you can simply copy and paste the text into each message box. |
| Q: | What are your Delivery Times? |
| A: | Based on the premise that a gift is better received early rather than late, we aim to deliver on or the day before the requested delivery date.
We deliver during office hours of 9 - 5 so if the recipient is likely to be working, why not ask for the gift to be delivered to their work address - this way you are sure to catch them. |
| Q: | What happens when the recipient is not in? |
| A: | If the recipient is not in when delivery is attempted, DHL will leave a card requesting that the recipient contact DHL on the number provided on the card to arrange an alternative date for delivery. |
| Q: | Would DHL call the recipients in case of a problem? |
| A: | The couriers don't all carry phones that can make outgoing calls.
The reason for the phone numbers is so that if it is a problem finding the address the couriers can contact the recipient, or alternatively, if we have been alerted that a card has been left, we can contact the recipient, and check that redelivery is in hand.
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| Q: | What Delivery Methods do you use? |
| A: | There are various methods of delivery depending on your selection:
DHL next working day which is automatically applied to the majority of hampers and requires a signature on delivery. The cut off for next working day orders placed online is 9am on the previous day. If you would like to order for next day delivery after 9am, please call our customer services on +44 (0)121 256 1301. There is tracking available on our website for this delivery method.
First Class Post which automatically applies to jigsaws, chocolates and small packs of smoked salmon. Unfortunately we are unable to offer tracking facilities for this delivery method as none is provided by the Post Office. |
| Q: | Do you Deliver on Saturdays? |
| A: | Unfortunately you cannot request a Saturday delivery when ordering online. |
| Q: | What Happens with International Deliveries? |
| A: | Each country has its own laws as to what food and alcohol items it will allow in. All these are taken into account for each of our hampers, so if you select a hamper but cannot select the required international delivery address, it is because we are not allowed to send it to this specific country.
Each country has its own customs regulations too. Customs may decide to hold up a delivery as part of their spot check routine. Unfortunately they do not tell us when they do this and we are unable to ask them to release it. However, this happens very rarely, and usually our gifts are released within a day.
Responsibility for Local Taxes & Duties: These are the responsibility of the recipient in the country of destination. |
| Q: | Do you provide Tracking? |
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| A: | Yes we do - except for flowers, chocolates, small packs of smoked salmon, maps and jigsaws. Call us on (+44) (0)121-256-1301 and we will give the tracking details. |
| Q: | What happens if my hamper arrives damaged? |
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| A: | If, for any reason, any of our products do not reach you in good condition, we will happily replace or refund the items concerned. This does not affect your statutory rights as a consumer. |
| Q: | I hate Spam, what will you do with my email address? |
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| A: | We hate spam as much as you do so our policy is simple - we will not spam you. We do not, however, want you to miss out on any offers we may have so, with your permission on the order form, we will keep you up to date, but you will not receive more than 12 promotional emails from us in one year, and often you will receive less than this. |
| Q: | My hamper contains perishables, are they going to arrive fresh? |
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| A: | Any perishable items are shipped to arrive fresh and in plenty of time before their best before date. |
| Q: | I have many different delivery addresses, what is the quickest way to enter these? |
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| A: | Well, you can either enter them line by line, or if you have more than 10 different delivery addresses, you can speak to our customer services department on +44 (0)121 256 1301 who will tell you a quicker way to do it. |
| Q: | Can you combine parcels to one delivery address? |
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| A: | Unfortunately we cannot combine fewer than 10 hampers into a single delivery. If you are sending 10 or more, then please call customer services on +44 (0)121 256 1301 and they'll give you a quote. |
| Q: | I've made an error entering a name, address or despatch date and I've sent off the order- how can I change it? |
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| A: | Give our customer services team a call on +44 (0)121 256 1301, or email us on <maryline.souchet@btinternet.com> and we'll change it for you, providing it has not been processed for despatch. |
| Q: | I've made an error entering the address and the courier couldn't find the recipient's address. Will you re-deliver the hamper for free? |
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| A: | Incorrect OR insufficient delivery details can result in late or non-delivery. In that case the courier will return the hampers to our depot. We can either re-deliver the hamper for an extra 50% of the hamper or a refund of 50% of the hamper. |
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