Terms and Conditions

1 - Placing Your Order

At Haute Hampers we pride ourselves on delivering a luxurious and seamless experience. By placing an order or subscription request with us, whether through our esteemed customer service team you acknowledge that you have carefully read and understood the following terms and conditions.

Cancellation of Your Order:

We understand that circumstances may change, and therefore, we offer a cancellation option for orders or subscription requests. To cancel your order, kindly notify us via email at [email protected], stating your order number and the reason for cancellation. Please note that cancellations can only be accepted if made 24 hours prior to the specified delivery date. Once orders or subscription requests have been dispatched, cancellation becomes challenging due to the perishable nature of our products. During peak events, cancellations cannot be processed within 7 days prior to dispatch. Once we receive your cancellation request, we will promptly confirm the cancellation via email, providing reassurance and peace of mind.

Modifications to Orders:

lease note that changes to your order can only be made with reasonable notice and before dispatch. Once an order has been printed, we regretfully cannot amend it. To request any changes, please reach out to our dedicated customer service team via telephone or email, clearly stating your order number. For other non-perishable products, you may return them within 30 days from the date of receipt for a refund. Rest assured, all refunds will be processed within 14 days of receiving the returned item, ensuring promptness and efficiency in our service.

Alcoholic Gifts:

In accordance with the Licensing Acts and regulations, we strictly adhere to legal age requirements. It is an offence for any person under 18 years to purchase or attempt to purchase alcoholic liquor in the UK (under the Licensing Act of 1964 and 1976) and Ireland (under Sections 32 and 33 of the Intoxicating Liquor Act 1988). Similarly, in Northern Ireland, it is an offence for any person under 18 to buy or attempt to buy intoxicating liquor under the Licensing (Northern Ireland) Order 1990. For the distribution of our exquisite alcoholic gifts, we collaborate with licensed third parties, ensuring compliance with all regulatory standards. Should you require further information regarding licensing and our trusted suppliers, please do not hesitate to contact our esteemed customer service team. We are dedicated to upholding the highest standards of quality, legality, and responsibility.

2 - Refunds

We understand the delicate nature of our hamper deliveries and strive to provide an exceptional experience at all times. Complaints and refund requests are handled with the utmost care on a case-by-case basis, ensuring your complete satisfaction. Rest assured, these policies do not affect your statutory rights as our esteemed customer.

Refunds will be processed as account credits, enhancing your future purchasing experiences with us. Please note that credits cannot be redeemed as cash value.

To ensure a comprehensive resolution, it is preferred that any issues with your delivery are supported by photographic evidence. We kindly request that you capture a photograph within 1 hour of receiving your delivery, as it provides an accurate representation of the condition of the gift. We require notification of any quality concerns, accompanied by the provided photographs, within 1 day of receiving the item.

As the sender, it is your responsibility to inform the recipient of the gift delivery. If perishable items are left in a safe place at the discretion of the courier, we cannot be held liable for the safe receipt of the goods thereafter. We will make every effort to arrange redelivery if the goods are returned to us. However, regrettably, if, through no fault of our own, we are unable to successfully deliver to the recipient after a second attempt, we cannot offer a refund. Any resolution in such cases will be at our discretion. If you’d like to keep the gift as a surprise we recommend adding as many contact details to your order as possible to ensure you receive the correct delivery updates.

In the event that we are unable to make contact with the recipient or the customer, and we have exhausted all possible methods to fulfill the order, we cannot be held responsible for non-delivery. We kindly request your understanding in such circumstances, as a refund or replacement cannot be provided. Any discretionary resolution will be determined on a case-by-case basis. This does not affect your statutory rights.

Please note that Haute Hampers cannot be held responsible for any order where the recipient refuses to accept the item. Refunds will not be issued to customers if, for any reason, the recipient declines the delivery.

For items returned within the statutory cooling-off period, the consumer will bear the costs of return. However, if delivered goods are found to be damaged or defective and require a return, we will cover all delivery and collection costs. This ensures your complete satisfaction and aligns with your statutory rights.

Any discretionary or goodwill refund will be issued as an account credit. In the event that you do not have an existing account, our dedicated team will create one for you using the email address provided in your order. Should you not have access to this email, our team will kindly request an alternate email address to create your account.

Rest assured, credits issued under our satisfaction guarantee hold significant value for future purchases at Haute Hampers. While they are not exchangeable for cash, they carry cash value on our website. There is no minimum purchase requirement, and your credits do not expire. This reaffirms our commitment to your satisfaction and ensures a luxurious and worry-free shopping experience. These policies do not affect your statutory rights as a valued customer.

3 - Vouchers

IMPORTANT: Vouchers are not valid when checking out via Paypal.

Kindly note that any voucher issued by our esteemed establishment holds no monetary value and may be subject to modification. We retain the authority to revoke or alter vouchers at our discretion, ensuring that each redemption aligns with our refined standards.

For the purpose of voucher utilisation, we have set a minimum order value of £30. Please note that vouchers presented for purchases below this esteemed value will regrettably not be accepted, and no deduction will be made. To maintain exclusivity, each order allows for the redemption of only one voucher, adding an element of refinement to your experience. Vouchers may solely be redeemed online, at the checkout stage, exuding convenience and elegance. We kindly request that you do not attempt voucher redemption via telephone.

Select vouchers may bear an expiration date, symbolising the fleeting nature of luxury. We encourage you to consult the voucher itself for further details, as expired vouchers may not be honoured. Please be aware that vouchers cannot be redeemed against subscription packages, emphasising their distinct nature and purpose.

It is important to note that the aforementioned guidelines do not pertain to the captivating credits that can be added to your account. These distinguished credits hold no resemblance to vouchers and embody a realm of their own, enhancing your experience with Haute Hampers in a truly opulent manner.

4 - Small Errors

In the rare instance of minor errors occurring in your order or subscription request, such as an incorrect message card, we extend our sincerest apologies. As the recipient has received the intrinsic value of the order, we do not offer a full refund in these circumstances. However, our commitment to fairness and reasonability prevails, and a member of our esteemed customer care team will promptly reach out to the recipient to apologise personally and convey the intended message.

We understand that these occasional errors can occur, even within the realm of luxury. To demonstrate our dedication to your satisfaction, we may also extend a gesture of goodwill, such as a voucher or a credit to your account, as an additional form of apology. These acts exemplify our unwavering commitment to ensuring your experience with Haute Hampers remains exceptional in every way.

5 - Deliveries

We orchestrate the delivery of our magnificent creations with utmost care and attention to detail. While we cannot provide an absolute guarantee of a specific delivery date, as our deliveries are executed through a distinguished third-party service, we dedicate ourselves to making every effort to fulfil your desired date. For our hand-delivered products, meticulous gifts are made to dispatch them the day prior to the intended delivery, utilizing a reliable 24-hour delivery service. We invite you to refer to our esteemed 100% Satisfaction Guarantee for exceptional cases and provisions. Our delivery days span all seven days of the week, with the exception of bank holidays. Should you place an order for delivery on a bank holiday, please note that it may be elegantly dispatched on the next working day, unless otherwise stated. Gifts and hampers have a slight extension in transit time may apply, ensuring that each element of your indulgence arrives flawlessly. By making a purchase from Haute Hampers, you gracefully enter into an agreement that does not guarantee a specific timeframe between specified times. During peak periods of heightened demand, we reserve the right to extend our delivery times, ensuring that each delivery is executed with unrivalled care and precision. In the event that we miss the specified delivery date during these extraordinary periods, yet successfully deliver your order, a full refund cannot be guaranteed. However, rest assured that any resolution in such instances will be approached with utmost discretion and with your satisfaction in mind. These provisions harmoniously coexist with your statutory rights, exemplifying our unwavering commitment to your distinguished experience.

Refunds for delivery matters are elegantly issued as resplendent credits to your esteemed account, adding an element of indulgence and flexibility to your future engagements with Haute Hampers.

Our distinguished cut-off times for deliveries are as follows: Monday to Friday until 10 pm, Saturday until 4 pm for Sunday Delivery, and Sunday until 2 pm for Monday delivery. These illustrious timeframes ensure that your order is harmoniously prepared and dispatched for timely arrival. We kindly advise that any orders placed after these designated times may not be eligible for next-day or same-day delivery, but will be rescheduled for the following working day. For further guidance on cancellations, we invite you to refer back to tab 1, illuminating our esteemed cancellation policy.

It is important to note that certain regions, including Northern Ireland, Highlands, Islands, and other remote areas, may require an additional working day in transit for courier-delivered products. This meticulous attention to detail allows us to navigate geographical nuances, ensuring that every delivery reflects the grandeur and sophistication associated with Haute Hampers.

Following the purchase of your order, you will receive an email confirming the details of your order and providing a comprehensive overview. We kindly ask that you carefully review these details for accuracy, as amendments may not be possible once the email has been sent. Please note that we are able to accommodate changes to delivery details for upcoming subscription deliveries. To ensure you don't miss any important correspondence, we recommend checking your email's junk folder. In case you don't receive the confirmation email, please reach out to our customer services for assistance.

We would like to emphasise that we cannot be held responsible for any delivery issues arising from incomplete or incorrect shipping information, including incorrect postcodes. It is the customer's responsibility to ensure the accuracy of the provided details.

>6 - Royal Mail Guaranteed Before 1 pm Special Delivery

For an enhanced delivery experience, we offer our esteemed customers a premium rate service at £6, available exclusively for Tuesday to Saturday deliveries when ordered before 3 pm.

Our delivery services encompass the entirety of the United Kingdom, ensuring nationwide reach. However, certain areas may have specific delivery restrictions. Although we strive to fulfil orders marketed before 1 pm, please note that exceptions apply to this service.

Next working day delivery, guaranteed by 5.30 pm, is available in the following postcode areas:

  • AB30-39, 41-45, 51-56
  • S1, 3-9
  • IV21-28, 40-49, 51-56
  • KA27, 28
  • KW1-3, 5-15
  • KW16 (Stromness Town only)
  • KY1-16
  • PA20 (0&9)
  • PA28-38, 41-49, 76, 77
  • PH15, 17-26, 31-40, 49, 50
  • ZE1

Within two working days, your delivery will arrive by 5.30pm in the following postcode areas:

  • HS2
  • PA60-75, 78
  • ZE2, 3

For deliveries within three working days, expect your order by 5.30pm in the following postcode areas:

  • KW16 (non-Town)
  • KW17
  • PH30, 41-44

Please note that Saturday delivery may not be accepted by certain businesses, including banks, building societies, travel agents, jewellers, and Post Office® branches. We regret to inform you that Saturday delivery to Herm, Sark, and Alderney cannot be guaranteed.

In the event of non-delivery on the requested date, we will initiate a refund of the delivery charge only, crediting your account.

7 - Customer Care

We take great pride in our dedicated customer service team, who strive to provide you with a luxury experience. We hold ourselves to the highest standards, ensuring all your enquiries are addressed promptly and with the utmost efficiency. Our office hours are from 9.00 am to 5:00 pm, Monday to Friday, and during peak periods, our availability extends to accommodate your needs.

Every customer is treated with the utmost respect, as they rightfully deserve. Our esteemed customer service team upholds the principles of equal treatment, ensuring that all interactions are conducted in a courteous and dignified manner. However, please be aware that any email or telephone call that contains offensive or abusive content will not receive a response, and we reserve the right to escalate the matter to the appropriate authorities. We uphold a commitment to maintaining a harmonious environment, and should a customer engage in inappropriate behaviour, we retain the right to terminate their account. The well-being of our staff is of paramount importance, and in the event that they feel threatened or subjected to abuse, the conversation will be promptly concluded. Together, let us foster an atmosphere of mutual respect and cooperation.

We sincerely appreciate your cooperation as we strive to serve you better and create an exceptional experience for all.

8 - Problems With Your Order

To provide you with the best possible resolution, we kindly request that you notify us within 48 hours of any issues with your order. In cases where free items are included, we guarantee their inclusion, and should you find them absent, please notify us within 48 hours, and we will promptly arrange for the free item to be sent at the earliest opportunity. We understand the importance of your satisfaction, and as a gesture of goodwill, any compensation for problematic orders will be provided in the form of a credit to your account.

Our dedicated team is available to assist you during our office hours, which are from Monday to Friday, 9 am to 10 pm, and on Saturdays from 9 am to 5 pm. Rest assured that any correspondence regarding your order will be handled promptly within this designated timeframe.

We greatly appreciate your understanding and cooperation, and we remain committed to ensuring your complete satisfaction with our products and services.

9 - Fraud

At our discretion, should we identify any order as potentially fraudulent, we maintain the right to cancel such order and issue a refund. Our commitment to maintaining the integrity of our transactions and safeguarding our customers and business is of utmost importance.

10 - Cut-Off Times

Please note that the cut-off time for next-day delivery of hampers and gifts may vary depending on the product. For products with codes beginning with PH, PW, LWG, CHAM, WHIS, SW, and WINE, the cut-off time is 5pm GMT from Monday to Friday.

For products with codes beginning with v13, v14, v15, v16, v17, v18, v19, v20, v21, v22, v23, v24, and v25, the cut-off time for next-day delivery is 1pm GMT from Monday to Friday.* Please be aware that deliveries for V codes are not available on Saturdays, Sundays, or Mondays.

All mentioned times are in GMT to ensure accurate coordination of delivery schedules.

We appreciate your attention to these cut-off times as they allow us to ensure prompt delivery of your chosen hampers and gifts.

11 - Personalised Cards

For the efficient processing of personalised cards, we kindly request that orders be placed before 6 pm from Monday to Friday. This time frame allows for the intricate print process involved in creating these special cards.

For Saturday delivery, the cut-off time is 4 pm, ensuring timely delivery on either Sunday or Monday. Please note that after this point, we are unable to process any changes to the order, except for cancellations. When it comes to personalised cards, our standard delivery terms apply. In the unlikely event that the card appears damaged or incorrect, we kindly ask that you promptly contact our dedicated customer service team. They will ensure that the matter is promptly resolved to your satisfaction. To safeguard the well-being of the recipient, we reserve the right to cancel any personalised card if there are valid concerns regarding potential harm. Additionally, if an order is deemed fraudulent, we reserve the right to cancel the personalised card order.

We want to emphasise that we do not own the rights to the artwork showcased on our personalised cards. We duly compensate the artists by paying royalties. If you believe that your artwork is being infringed upon, please reach out to our customer service team, and we will address the matter accordingly.

If you encounter any issues with your card, we kindly ask that you report it within 2 days of delivery. This timeframe allows us to provide the most effective resolution. We strive to respond to your concerns within 2 days and aim to fully resolve them within 28 days.

Rest assured that the above information does not in any way affect your statutory rights. We are committed to ensuring your complete satisfaction with our personalised card services.

12 - Clearpay

Full Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Condensed Clearpay is credit. T&Cs & late fees apply clearpay.co.uk/terms

13 Complaints Policy

13.1 Our Responsibilities

13.1.1 To provide an efficient, fair, and structured mechanism for handling complaints.

13.1.2 To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.

13.1.3 To keep customers informed as to the progress of their complaint and the expected time frame for resolution.

13.1.4 To review our complaints quarterly so that we can improve our standard of customer service.

13.2 Handling Your Complaint

13.2.1 Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.

13.2.2 We will keep you informed of the progress of your complaint, proposed actions, and the expected time frame for resolution.

13.2.3 Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5 calendar days.

13.2.4 Complex complaints may take longer than 5 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.

13.2.5 We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

13.3 Escalation

13.3.1 Please call or email our customer service if you have any complaints. We'll do our best to fix any problems you may be having with our service as soon as possible.

13.3.2 If you are not satisfied with the response tendered to you, you may ask Customer Service to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

13.3.3 When your complaint is resolved, we will confirm this with you within 5 business days. If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to your card provider.

13.4 Statutory Rights

This procedure does not affect your statutory rights.

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