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Help & FAQ

1. Where do we deliver?

Prices on our web site are inclusive of VAT and delivery to mainland UK .

Deliveries over water to Northern Ireland and offshore UK islands are surcharged by £10 per parcel (£8.51 + £1.49 VAT) automatically in the shopping basket. This is a 48 hour service as are parcels to Scottish Highlands.

Please contact us direct for prices to the Channel Isles, Europe and other overseas destinations.
There are food and alcohol restrictions in some parts of the world, please contact us for advice on overseas gifts. Telephone Customer Services on +44 (0)1476 550 420

2. How quickly can we deliver?

We offer Next Day Delivery to UK mainland on orders placed Monday - Thursday before 12 noon (GMT) throughout the year, except in December, where the Christmas delivery schedule applies. This does not apply to Scottish Highlands which are on a two day service. Chocolates are sent by post ( CG31 & CG32 )


3. Can we deliver on a specific date?

After you have chosen your gift, entered the delivery address and message on gift card, you may click on the drop down box and select a preferred deliver by date of your choice.

4. Can we deliver on a Saturday?

We can deliver on a Saturday if your order is placed before 12 noon (GMT) on the Friday before. Saturday delivery is charged at an additional £30 including VAT (£25.53 + £3.46) This service is for UK mainland only. Telephone Customer Services on +44 (0)1476 550 420 to request a Saturday delivery.


5. Between which times do we deliver?

Our couriers deliver between 8 am and 5 pm Monday to Fridays on UK working days. We cannot specify an actual time as the drivers routes change daily. We can offer a next morning delivery by 10.30 am for an additional £16.45 (£14.00 plus £2.45 VAT). If you think your recipient will be out at work during these times, why not ask us to deliver the gift to their work address.

6. What happens if the recipient is out?

Should the recipient be out when our courier attempts delivery and no one is available to accept delivery, they post a card through the letterbox advising the recipient that they have attempted delivery and inviting them to telephone our courier to arrange either:

Any parcels not delivered or collected within five working days will be automatically returned to Hay Hampers. A charge of £15 including VAT (£12.77 + £2.23) is made for re-delivery to the original or alternative address. A charge will also be made for any items which become unsuitable for sale and need replacing (perishable and chilled items like smoked foods, hams and cheeses which have short shelf lives).

Our guarantee is limited to delivering to the building, not individual recipients.

7. Can the parcel be left with a neighbour?

Yes, if you think that the recipient may be out on that day, please contact us via email at sales@hampers.co.uk to give us instructions to leave with a nominated neighbour. The courier will then deliver the gift to the nominated neighbour.

8. Can the parcel be left safe ie in the porch, garage or shed?

As a security measure we require a signature on receipt of delivery, therefore we will not take instructions from the recipient to leave a parcel safe unless we have authorisation from the sender. However, during the week before Christmas, due to the volume of parcels being delivered, the courier's request permission to leave safe.

9. What happens if you give us the wrong address?

If the courier is having difficulties making delivery, they will contact us for further instructions. It is very important that your recipient's address is up to date with correct postal code and telephone number for contact in case the driver has difficulty locating the address.

We will contact you if there are difficulties and ask for further instructions. If the courier is unable to make delivery the gift is returned to us and there will be additional charges to resend the parcel. A charge of £15 including VAT (£12.77 +£2.23) is made for re-delivery to the original or alternative address. A charge will also be made for any items which become unsuitable for sale and need replacing (perishable and chilled items like smoked foods, hams and cheeses which have short shelf lives).

Gifts cannot be delivered to BFPO or P O Box numbers.

10. Can you track your order?

Your UK mainland order is scanned onto the courier's van from our warehouse and can be tracked up to delivery at recipient's address. If you wish to track your parcel, please contact us for web site details and the consignment number of your parcel. Chocolates are sent by post ( CG31 & CG32 ) and not able to be tracked.

11. How do you know if your gift has been delivered safely?

When you select our gift card and enter your personal message in the shopping basket, we will automatically enter your name and telephone number for the recipient to contact you to say the gift has arrived. If after a few days you have not heard from the recipient, please contact us and we will check the courier's web site for time of delivery and signed by details. We can also request proof of delivery signature.

12. What should you do if the parcel is lost or damaged?
All mail order gifts are packed in strong, approved outers. Delivery services have significantly improved in recent years, so in the unlikely event of damage or loss in transit, we will replace the damaged contents or gift immediately free of charge providing the following:

We cannot be held responsible for late or non-delivery due to adverse weather conditions We cannot accept responsibility for the wrong order or non-delivery, resulting from incorrect information or addresses being provided.

There are instructions with the gift card to the recipient detailing how to contact us in the event of a problem with their gift.

Please click on to our Terms and Conditions page for any further queries.

13. Can I include a gift card with a message.

A gift card should usually be included with your gift. You may enter a different message for each gift or the same. These will be printed onto attractive gift cards and we will also enter your name and telephone number automatically on the left-hand side of the card. This enables the recipient to ring you to say it has arrived safely. In the event of a problem, we also give our contact number to solve any queries. If you wish to send us your own cards or compliment slips we will insert these for you free of charge.
If you choose not to include a card or compliment slip, then the recipient will not know from whom it has come.

14. How do I use Promotional Codes?

When you have a promotional code, you will be asked for it at the checkout. The value will be automatically deducted from your order when you hit the calculate button.

15. If I give you my personal details will you hassle me or pass on my details?

We do not telephone private customers unless we need information regarding your order. If you tick the box on our web site, we will send you our new brochure each autumn. If you do not order again, we automatically take your name and address off our contact database, the following year. If you tick the box for emails, we will contact you each season to offer gifts for birthdays, summer events, etc. We do talk to our corporate customers on a regular basis, send emails with seasonal gifts and mail the brochure each September unless you instruct us to do otherwise.

We do not pass on any personal details to a third party. Your credit card is processed through Protx and your details are not held on our database.

16. I wish to order several gifts to different addresses, which is the best way to enter these?

The address book in our checkout will hold over 30 names and addresses of your family, friends, work colleagues and customers, which you can amend, update and change whenever you wish.
However, if you are sending to over ten different addresses, we can forward you via email a Multiple Addresses spreadsheet for you to enter your data, if you prefer. We then use this information to create the courier label.

17. Can I combine parcels to one delivery address?

If you are sending more than six parcels to the same address then we may be able to save you some money on delivery charges. Please telephone Customer Services on +44 (0)1476 550 420 or email sales@hampers.co.uk for a quotation. Large orders to one address may be delivered on our own transport to the location and date specified by yourselves or sent out via a courier on pallets.

18. I have made an error entering a name, address or despatch date or I have just discovered the recipient has moved address or will not be in on that date.

Telephone Customer Services on +44 (0)1476 550 420 immediately or email us on sales@hampers.co.uk and we'll change it for you, providing it has not been processed for despatch.

19. Do you offer discounts for large orders?

Yes. If you think your order will come to over £750, please telephone us for a quotation for a volume discount.

20. Can we pay by any other method than credit card?

Yes. If you download the order form from the brochure section, you can complete it manually and send it in with your cheque. If you wish to order a large amount and wish to pay by company cheque or BACS, please telephone Customer Services on +44 (0)1476 550 420 or email sales@hampers.co.uk with your request.