Virginia Hayward

Exceptions

If your order contains any of the following items we will be unable to refund your order (including postage & packaging) once it has been delivered:

1. Fresh food gifts (including cheese, meat or fish)

2. Personalised and branded goods

Unfortunately, some items are non-cancelable and non-refundable, therefore are unable to be returned:

1. Anything that’s made to your specific requirements (ie: outside of standard customisation options offered by the seller to all customers), is personalised or otherwise can't be resold due to a bespoke element

2. Perishable products (like food or flowers)

DAMAGED OR DEFECTIVE HAMPERS

If you or your recipient has received a damaged or defective hamper or if we have made a mistake with your order the following terms apply:

1. You notify us within 48 hours of receipt via phone on 01747 851515 or via email.

2. If required we will refund the cost of the hamper in full or we will replace the hamper. If the same hamper is not available we will replace with a hamper of equal or higher value.

3. You will not be charged for the collection of your item nor for the delivery of a replacement hamper.

4. Please note that we are unable to reimburse the cost of returning an item to us under any circumstances, as we will arrange collection through our own carrier at no cost to you.

5. If you arrange for us to collect an item from you or your recipient which, after being assessed by our hamper quality control department is not deemed to be damaged or defective, please note that we will deduct the cost of collection from your refund.

6. The above cost of collecting an item will be equal to its original, published delivery charge, including any applicable ‘out of area’ surcharges. This will exclude any special offers or discounts which have been applied to the delivery charge at the time of purchase.

DELIVERY DELAYS

We are not responsible for late delivery of any hampers or gift due to:

1. Adverse weather conditions

2. Incomplete or incorrect delivery addresses

3. Any other causes beyond our reasonable control

MISSING ORDERS

All claims for missing or damaged hampers must be reported to us within 14 days of your expected delivery date. We cannot guarantee that claims made after this time will be refunded or replaced.

CHEESE AND FRESH FOOD

Cheese gifts and fresh food hampers must be signed for upon delivery. Please ensure that your recipient will be available to receive the goods on the chosen delivery date.

All fresh food needs to be opened and refrigerated within 48 hours of despatch to ensure that the contents remain safe to consume. We regret that for food safety fresh food cannot be despatched for Monday delivery.

We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.

WINES & SPIRITS

Many of our gifts contain alcohol, therefore the minimum age to order these types of gifts is 18 years of age. It is an offence to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under the age of 18.

PRODUCT SHELF LIFE

In respect of ambient hampers we guarantee a minimum shelf life of 28 days for the earliest dated product within the gift unless the hamper is being sold on a specific promotion which compensates for the reduced shelf life. For fresh food hampers (which can include cheese, fish, meat and pates) we guarantee a minimum shelf life of 7 days for the earliest dated product within the gift unless the hamper is being sold on a specific promotion which compensates for the reduced shelf life. If you are purchasing a hamper that is part of our Christmas range the minimum shelf life will typically be 3rd January. Our shelf life promise is only guaranteed if the delivery of the hamper is successful on the carrier's first attempt.

ALLERGENS

Some of the products within our hampers contain allergens such as nuts, egg, milk and gluten. Please contact us directly if you require further information.

HAMPER LISTINGS & SUBSTITUTIONS

We aim to keep our website as up to date as possible but we reserve the right to make changes to descriptions, contents, prices, delivery methods, add or delete products at any time.

All products are fully itemised and fairly described however, in the event of supply difficulties, we reserve the right to substitute any items with replacements of equal or higher quality and value that may or may not be listed in the contents section of the product descriptions. For special dietary hampers, suitable substitutions will be made.

All photographic props such as plates, glasses and other utensils are not included unless otherwise stated.

VAT & DUTY

All prices include VAT at variable rates and duty charged at the rates prevailing. We reserve the right to amend prices according to legislative change. Not every item in a hamper is subject to VAT and therefore hampers may not incur standard VAT at the prevailing rate as the VAT is calculated on a weighted average basis.

MESSAGES

Every gift order can be sent with a personal gift message of up to 300 characters including spaces (5 lines of 60 characters each). This gift message will be printed beneath the address label on the outer carton (i.e. hidden from public view).