Covid-19 Product Fulfilment - Last Updated: 21st October 2021
We work hard to to ensure all our hampers and gift sets include the items as displayed. However, we depend on our chosen suppliers for stock availability.
Under normal circumstances we experience few issues and rarely have to replace items. However, due to Covid-19 some of our suppliers have seen significant increases in demand leading to shortages in some products.
We have to plan on this situation being the new normal for the foreseeable future so will do all that we can to make the products you want available but we may have to make changes. For example you may receive a different flavour cake or a different scented candle. We may include a different brand of tea or cheese. Please rest assured we use the best suppliers and will continue to place emphasis on quality and presentation.
We will contact you only if the item is unavailable altogether - please note on occasion this may delay your delivery.
We offer a fast and reliable delivery service
Rest assured, we want to ensure that everybody who orders from us receives their gift as soon as possible. We aim to process and dispatch your order as soon as possible. Orders with Standard Delivery will be dispatched within 24 business hours and delivered within 1-2 days. Our opening hours are from 7:00 am to 4:30 pm Monday to Friday. We dispatch and deliver on weekdays only unless you select and pay for our Saturday Delivery Service. Only you know how fast you need your gift to be delivered so please do allow enough time. To avoid any disappointment please familiarise yourself with our delivery services below.
If anything is not clear for you just give us a call on 0870 609 3448 or click on the pink tab at the bottom of your screen (desktops only).
Customer Services for both phone and online chat is available at 9:30 am to 4:00 pm - if we are extremely busy voicemail will be available.
Please note FRESH FOOD such as CHEESE or SALMON cannot be delivered to any locations other than Mainland UK
FLOWERS and HELIUM BALLOONS cannot be delivered to any overseas location - we use an external supplier for flowers so these will arrive separately and may not arrive on the same day
We will not despatch fresh food, flowers or helium balloons on a Friday (over a weekend) unless you specifically request us to do so.
PLEASE NOTE: THE LATEST RATES & DELIVERY TIMES MAY CHANGE AT THE CHECKOUT - this depends on the volume of orders we are processing at any given time. Order levels at this time are extremely high due to lockdown and Mother's Day coming up.
Mainland UK Delivery Services
- Standard Delivery: £3.75 - Dispatched within 1 business day + Delivery 1 business day
- Next Day Delivery: £4.95 - Dispatched same day if order received by 2pm
- Saturday Delivery: £7.50 - Order must be received by Friday 2pm - ensure delivery service selected and paid for
Non-mainland UK Delivery Services
Highlands and Islands: £14.95 - Dispatched within 1 business day + 2 business days for delivery
- Channel Islands: £19.95 - Dispatched within 1 business day + 2 business days for delivery
- Northern Ireland: £16.95 - Dispatched within 1 business day + 2 business days for delivery
International Delivery Services
- European Union Only + Republic of Ireland: £22.95 - Dispatched within 1 business days + 3-5 days
- Worldwide - currently suspended due to Covid-19
If your delivery address includes any of the following postcodes you will be charged a higher rate for delivery (Highlands & Islands):
IV1-3, IV4-36, IV40, IV52-54, IV41-49, IV51, IV55-56 // KA27, KA28 // KW1-3, KW5-14, KW15-17 // PA20-49, PA62-77, PA60-61, PA78 PH17-26, PH30-41, PH42-44, PH49-50 // ZE1-3 // HS1-9
REPUBLIC OF IRELAND - £22.95 - 3-5 Day Delivery Service
EUROPE - £22.95 - 3-5 Day Delivery Service
Many of our personalised gifts are available for delivery straight away, such as mugs, chocolate bars and teddy bears. However, the majority of items offered within our Personalised Gifts Category are engraved so are fulfilled by a third party. These items usually take up to 5 business days to process in addition to delivery times. We notifiy you on the product page if your item will take this amount of time to process. These items are also dispatched direct from the supplier so you may not receive a dispatch notification from us.
Impact of Coronavirus on Deliveries
- Royal Mail are delivering on time - this may change in the run to Christmas
- Parcel Force (our preferred courier) have extended delivery hours - your order may be delivered as early as 7:30am or as late as 8:00pm
- If there are any issues with a delivery address your parcel wil be dropped off at the local post office for convenient collection
Things Our Customer’s Say…
I ordered a bespoke hamper late afternoon for next day delivery and thought the service was excellent, with updates being provided throughout the delivery process, thank you.
A life saver, bought a couple of minutes before cut-off time and received the next morning! Relieved my gift was on time and I experienced no issues which was fantastic.
I ordered 3 hampers to go to the birthing unit at the hospital all arrived on time and I really appreciated the next day delivery which didn't cost me a fortune.
Do I need to register an account to place an order?
No, you don’t need to create an account to place an order, you can just fill in the details on the checkout page.
Wondering about the benefits of creating an account? Creating an account allows you to save your details, so shopping with us in the future is faster and easier. You can also edit your order if you have made a mistake, track the status of your order, and we’ll send you exclusive offers every now and then, too. Your details are safe with us and we don't pass them on to any third party marketeers.
Can I request a preferred delivery date?
Yes you can. Let us know if you need your gift to be delivered on a special date in the 'Comments Box' at the checkout. We will do our best to accommodate your request. Please note dates must be Monday to Friday to only.
Do you deliver overseas?
Yes, we do. We can deliver within the EU. There is a higher delivery cost, approximately £22.95. We cannot deliver Worldwide.
Can I send gifts to more than one delivery address?
Unfortunately, we can only deliver your order to one address. If you’d like to send gifts to different addresses, you’ll need to create a separate order for each address. If you have any queries about your delivery or need help placing your order, please get in touch with us so we can advise you further.
What happens if I don't get a confirmation email?
Sometimes emails from us will automatically go into your email junk folder (depending upon the email provider you use, this folder may be called ‘spam’ or 'junk') so you might find your confirmation email there. If you still can’t find your confirmation email, please contact us and we’ll check your order on our system because it might be an error was made when entering your email address.
We’ll confirm your order for you, so you’ll know your order has been processed. Please do not attempt to place an order before contacting us - we don’t want to charge you twice! We try to reply to emails as quickly as possible, usually within the same working day. If you don't hear from us please get in touch again and we’ll do our best to solve the problem for you as quickly as possible.
Will I be able to track my delivery?
Yes. As soon as your gift has been dispatched we will notify you by email which will include an expected delivery date together with your parcel tracking number. The only exception to this is flowers which are delivered direct from the florist and some personalised items which may be fulfilled by a third party.
I gave you the wrong delivery address, can I change it?
Yes, we are happy to amend any of your details for you. Simply send an email to us as soon as you can. Provided we have not already dispatched your gift we can change an address or a personal message, no problem.
Do you deliver to hospitals and hotels?
We do. However, our courier will not be able to deliver your parcel directly to your recipient. Delivery is made to the central delivery point only. The signatory is usually the person responsible for all incoming parcels. Once you have tracked your parcel and obtained signatory confirmation, we advise you contact the hospital or hotel to confirm with them the parcel has been delivered and signed for and request the parcel is delivered to the patient/guest, quoting the ward or room number, as soon as possible.
Regrettably, we are not able to do this on your behalf therefore to ensure successful delivery we urge you to call the hospital or hotel to ensure the parcel reaches the recipient within the quickest possible time-frame. Regrettably, we will not be able to take responsibility if your recipient has moved ward location or has been discharged from the hospital before delivery is anticipated. Please also be aware that should your parcel be held at the location because your recipient has moved ward location or been discharged, it will be your responsibility to pick up the parcel from the location. If the parcel is returned to us for the same reason we will get in touch with you to let you know and provide any refunds due. Perishable items will not be refunded.
PLEASE NOTE: Both Couriers and Royal Mail WILL NOT deliver parcels to business addresses or Hospitals on a Saturday, therefore, please do not select this service. Instead, select our Next Day Delivery Service for delivery on the following business day.
Do personalised gifts take longer to process?
Some personalised items take longer to process, especially china or glass engraving. You will see a notice on the product page stating delivery availability. Please DO NOT select our Next Day Delivery service at the checkout for personalised items where it states on the product page the item will take 3-5 days to process. The Delivery Service is in addition to order processing times.
Are flowers delivered separately?
We order flowers for you via a third party, usually Interflora. We arrange for flowers to arrive on the same day as any other gifts you may have ordered from us. However, they will arrive separately. Please note that flowers cannot be delivered overseas. This includes the Republic of Ireland.
What happens if my parcel is damaged in transit?
In the event, your parcel arrives at your delivery location in a damaged condition please contact us immediately so that we can arrange a replacement for you.
If the parcel is noticeably damaged prior to delivery, for example, a bottle may have broken, it is unlikely our courier will attempt delivery. When tracking your parcel you may see a note "parcel damaged". Please contact us. Please be reassured rarely do parcels arrive damaged! Please also be advised, in order to be able to receive either a replacement item or full refund you will be requested to provide an image of the damage.
Unfortunately if a bottle has broken in transit we may not be aware of this unless the parcel is returned, on occasion it will be disposed of at the depot, or you have tracked the parcel and advise us of non-delivery.
What if nobody is at home at the time of delivery?
When completing your details at the checkout you will have the opportunity to provide comments about your order and delivery. If you would prefer your parcel to be left with a neighbour or at the local post office please let us know. Perhaps you have a safe place we can leave the parcel, such as in a safe porch or wheelie bin. If no instruction has been typed in the comments box, and nobody is at home at the time of delivery, our courier will leave a "while you were out card" and take your parcel to the local Post Office for convenient collection.
We rely on you to have received your despatch confirmation email, so please ensure you double check the email address you have provided at the checkout. Your email will include your parcel tracking number. You will be able to track the progress of your delivery and alert us to any issues which may have arisen with your delivery. Please contact us immediately so that we can assist you and ensure your parcel reaches your recipient within the quickest time-frame. Should you not contact us within a reasonable time-frame regrettably we will not be able to take any responsibility for perishable items.
What happens if I receive an incorrect item?
In the event, your parcel arrives and the contents are not as expected please contact us immediately so that we can rectify the situation for you as soon as possible. For lightweight items, we usually send a prepaid label so that you can return your item for a replacement or refund. For heavier items, we arrange for a courier to call to collect the item and arrange a further delivery for the correct item or a refund at your request.
What happens if my gift was never received?
We provide a tracking number on despatch of your order so that you can track the progress of your delivery. If any issues arise, please contact us, so that we can assist in successful delivery for you. Please note, we will be unaware of any issues that may have arisen to prevent delivery unless you inform us. We will only know if a delivery has failed if your parcel has been returned to our premises or we hear from you.
In the event a parcel has been returned to our premises, we will notify you straight away. Exceptions to this are if the parcel contains perishable/grocery items and they have been disposed of. We consider a reasonable time-frame for you to contact us to be within 1-7 business days. If grocery items are not delivered and returned or held at a depot after this time we may not be able to refund you.
What happens if I don't want my gift when it arrives?
If you change your mind because the gift you have received is no longer appropriate, for whatever reason, you are entitled to return it to us for a refund. Please bear in mind however, you are responsible for the return shipping charges. The item(s) must be untouched and in a resaleable condition. A full refund, excluding original shipping costs, will be provided. Exceptions are flowers, and hampers containing perishable food. Flowers will not be refunded. Perishable foods within hampers will be excluded from your refund. A 10% restocking charge will also apply to all hampers.
We hope we have managed to answer any queries you may have. If not, please give us a call on 0870 609 3448 or send an email to email@example.com