Order Issues

 

Delivery and Self-Collect
Payments and Refunds
Order Issues
Terms
Privacy

We’re committed to making premium gifting easy and delightful. If something isn’t right with your order, tell us and we’ll fix it quickly and fairly.

How to Report an Issue

Please contact us within 24 hours of delivery so we can help promptly.

When you write in, include:

  1. Order Number

  2. Recipient Name & Address

  3. Issue summary (what happened)

  4. Clear photos/videos (outer box, seal, contents, and the affected item)

We typically respond within 1 business day. Complex cases may take up to 3–5 working days for investigation and resolution.

What We Can Do

Depending on the case, we may offer:

  • Priority replacement (full or partial)

  • Partial refund or store credit

  • Redelivery (where applicable)

We choose the fastest fair outcome after reviewing your photos and delivery records.

What’s Covered

We’ll make it right if any of these occur:

  • Transit damage (e.g., badly dented gift box, cracked bottle, melted/leaked item)

  • Missing or incorrect items versus your order confirmation

  • Quality concern upon opening (e.g., seal issues, staling inconsistent with our freshness standards)

Note: Perishables (cookies, chocolates, fresh florals) must be reported within 24 hours with photos.

Substitutions & Presentation

To ensure timely delivery, certain components may be substituted with equal or higher value items in a similar style (e.g., box design, hamper food and wine contents, flavour variants, ribbon colourway, accessory brand).
Minor differences in colour, pattern, or arrangement may occur due to lighting, seasonal availability, and artisanal assembly. These do not affect product value or function.

Not Eligible for Compensation

To keep policies fair and prices honest, we do not provide compensation for:

  • Incorrect or incomplete delivery details provided at checkout (e.g., wrong unit, missing access instructions, unreachable recipient). Redelivery fees apply.

  • Deliveries made within the selected time window where a narrower timing was requested but not purchased (e.g., exact-hour handover without 1-hour express add-on).

  • Approved substitutions of equal or higher value, or minor variations in colour/packaging arising from artisanal production or seasonal stock.

  • Customer typos in gift messages or card text submitted at checkout.

  • Same-day cancellations or change requests on the day of delivery, or requests we cannot fulfil due to fully booked routes.

  • Personalised / branded orders once production has begun (non-cancellable/non-refundable unless defective).

  • Opened or partially consumed perishables reported beyond 24 hours after delivery.

For broader terms, please see Payments & Returns and Delivery Info.

Redelivery

If a delivery fails due to incorrect address, missing access permissions, or an unreachable recipient, we’ll arrange a paid redelivery at the next available slot.

 

Our Promise

Every hamper is hand-assembled and sealed for transit. We’ll treat your case with care and aim for a solution that feels fast, fair, and premium—just like our gifts.

 

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