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Help & FAQ

  1. Where do we deliver?
  2. How quickly can we deliver?
  3. Can we deliver on a specific date?
  4. Can we deliver on a Saturday?
  5. Between which times do we deliver?
  6. What happens if the recipient is out?
  7. Can the parcel be left with a neighbour?
  8. Can the parcel be left safe ie in the porch, garage or shed?
  9. What happens if you give us the wrong address?
  10. Can you track your order?
  11. How do you know if your gift has been delivered safely?
  12. What should you do if the parcel is lost or damaged?
  13. Can I include a gift card with a message?
  14. How do I use Promotional Codes?
  15. If I give you my personal details will you hassle me or pass on my details?
  16. I wish to order several gifts to different addresses, which is the best way to enter these?
  17. Can I combine parcels to one delivery address?
  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.
  19. Do you offer discounts for large orders?
  20. Can we pay by any other method than credit card?

 

1. Where do we deliver?

    • UK mainland – Prices on our website are inclusive of next working day UK delivery.
    • Scottish Highlands, Scottish Offshore Islands, Northern Ireland, Isle of Man, Isle of Wight, Scilly Islands, Channel Islands - Prices on our website are inclusive of the delivery.
    • European delivery is available for non-perishable gifts (gifts that do not contain cheese or smoked or fresh meat and fish).
    • International delivery is also available for non-perishable gifts (gifts that do not contain cheese or smoked or fresh meat and fish).

We regret we are unable to deliver to BFPO or PO box addresses.



2. How quickly can we deliver?
We offer Next Working Day Delivery to UK & Eire on orders placed Monday - Friday before 15:00 (GMT). Perishable gifts (that contain cheese or fresh/smoked meat or fish) cannot be delivered on a Monday as they cannot be held in storage over the weekend. In time for Christmas deliveries are made from the 1st December to 20th December.



3. Can we deliver on a specific date?
Yes. Any working day can be selected for no additional charge at checkout. Mondays cannot be selected for perishable gifts.



4. Can we deliver on a Saturday?
We can deliver on a Saturday if your order is placed before 15:00 (GMT) on the Friday before. Saturday delivery surcharge is £12.50 inc VAT. This service is for UK mainland only.



5. Between which times do we deliver?
Delivery is during working hours Monday to Friday. Fresh food gifts are not despatched on a Friday. We cannot specify an actual time as the drivers routes change daily. 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:

  • A collection from the nearest depot, which is available the working day after the card was left
  • Re-delivery to the original address during normal working hours

Any parcels not delivered or collected within five working days will be automatically returned to Hay Hampers.  A charge of £12.00 including VAT (£10.00 + £2.00 vat @ 20%) 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 be informed of these instructions in writing.



8. Can the parcel be left safe i.e. 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 couriers 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 postcode 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.
The courier charges a redirection fee of £12.00 (£10.00 + £2.00 vat @ 20%)  if required to be delivered to another address once in transit.
If the courier is unable to make delivery the gift is returned to us.  A courier re-send fee of £12.00 (£10.00 + £2.00 vat @ 20%), plus any fresh food needing to be replaced, will be charged.



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. Royal Mail packet post (CG31) is unable 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 via email sales@hampers.co.uk or telephone 01476 550 420 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?
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:

  • The goods are signed for upon receipt as damaged or have been refused because of obvious damage
  • The courier and ourselves are informed at once and it is confirmed by the recipient to us in writing within a reasonable time of delivery quoting reference number on the parcel. Our couriers recommend that any damage which cannot be seen from the outside must be notified to the couriers & Hay Hampers in writing within 7 days.
  • Damaged goods must be retained for inspection and it may be required that they be returned to us at our expense before replacement or refund.
  • All claims must be submitted within a reasonable time. Our couriers recommend a maximum of fourteen days.
  • Returned goods must clearly show the full name, address and telephone number of the sender.
  • We cannot accept responsibility for the wrong order or non-delivery, resulting from incorrect information or addresses being provided.


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



13. Can I include a gift card with a message?
A personalised greeting card can be included with your gift free of charge. You may enter a different message for each gift or the same. These will be printed onto 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. If they call to request sender information we will not issue this due to data protection.



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 brochure box on our web site, we will send you our new brochure.
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 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 My Address Book 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 by entering your secure area via your login email address and password.
However, if you are sending to several different addresses, you can download our Multiple Addresses spreadsheet to enter your data. This information will be used 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 email sales@hampers.co.uk or telephone 01476 550 420 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.
Contact us via email sales@hampers.co.uk or telephone 01476 550 420 immediately and we'll amend 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 email sales@hampers.co.uk or telephone 01476 550 420 for a quotation for a volume discount.

 

 

20. Can we pay by any other method than credit card?
Yes, you can pay by debit card, or cheque (although the order will not be processed until we have received your cheque and it has cleared)If you wish to order a large amount and wish to pay by company cheque or BACS, please email sales@hampers.co.uk or telephone 01476 550 420 with your request.