FREQUENTLY ASKED QUESTION
Q: WILL MY DELIVERY ALWAYS ARRIVE ON TIME ?
A: During the Christmas period we will attempt to deliver on the date requested, but this is obviously the period when we experience peak demand and we may have to opt to deliver prior to this date. This allows us to be able to remedy any problems you may have before Christmas Day. Over the remainder of the year we will endeavour to deliver your order on the day requested.
Q: DO YOU DELIVER OUTSIDE THE U.K ?
A: We can deliver throughout the UK and the EU for a full list of delivery countries please see our delivery page
Q. HOW DO YOU PACKAGE CHILLED GOODS ?
A: All chilled products are dispatched with long lasting gel ice packs to ensure they remain cool in transit.
Q: I WANT TO ORDER BUT DON’T HAVE A CREDIT CARD ?
A: Full payment is required before we dispatch your goods. We accept cheques but must receive this prior to dispatching your order.
Q: WHAT IF I WANT TO CANCEL ?
A: You can contact our sales department at firstname.lastname@example.org 7 days before the order is to be dispatched. After 7 days the order becomes subject to a cancellation charge.
Q: IS IT SAFE TO USE MY CREDIT CARD ?
A: Absolutely. We have taken every precaution to make your transactions secure. We use Stripe and Paypal as our payment gateways. You can be completely secure in the knowledge that nothing you pass to the Stripe or Paypal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.
Q: DO YOUR PRICES INCLUDE VAT ?
A: You can choose to view our hampers with or without VAT using the options available on our product pages – a full breakdown of the cost will be given at the shopping cart stage
Q HOW DO I BUILD MY OWN HAMPER OR GIFT BOX ?
A: If you would like to create your own hamper or gift box then you should go to the build your own section of the site. First you need to choose your hamper or gift box and place it in the shopping cart. Then you can select items as you desire from each of the sections to fill your hamper.
Q: CAN I SEND MY ORDER AS A GIFT ?
A: Of course and many people do. At the checkout just enter the persons address you wish to send it to as the delivery address.
Q: IS IT POSSIBLE TO INCLUDE A PERSONAL MESSAGE ?
A: Yes just type your message in the field provided at checkout.
Q: CAN I SPECIFY A PARTICULAR DELIVERY DATE ?
A: Yes during checkout you can select your desired delivery date.
Q: WHAT IF YOU DON’T HAVE ALL OF THE ITEMS IN STOCK ?
A: All of our items should be in stock but in the rare event that this happens we will substitute it for an equal or greater value item.
Q: HOW QUICKLY CAN WE DELIVER ?
A: We offer 24-48 hour Delivery to UK mainland on orders placed Monday – Thursday before 9 am (GMT) throughout the year, except in December.
Q: BETWEEN WHICH TIMES DO YOU DELIVER ?
A: Our couriers deliver between 8am and 5pm Mondays to Fridays on UK working days. We cannot specify an actual time as the drivers routes change daily. If you think the recipient will be out at work during these times, why not ask us to deliver the gift to their work address.
Q: WHAT HAPPENS IF THE RECIPIENT IS OUT ?
A: Should the recipient be out when the courier attempts delivery and no one is available to accept delivery, they post a card through the letter box 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 or re-delivery to the original address during normal working hours. Any parcels not delivered or collected within 5 working days will be automatically returned to Scottish Hampers. A charge of £7.99 will be incurred 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.
Q. CAN THE PARCEL BE LEFT WITH A NEIGHBOUR ?
A. Yes, if you think that the recipient may be out on that day, please contact us via e-mail at enquiry@scottishhampers to give us instructions to leave with a nominated neighbour. The courier will then deliver the gift to the nominated neighbour.
Q. CAN THE PARCEL BE LEFT SAFE I.E. IN THE PORCH, GARAGE OR SHED ?
A. As a security measure we require a signature on receipt of delivery, therefore we will not take instructions from the sender to leave safe.
If the courier is having difficulty making delivery, they will contact us for further instructions. It is very important that your recipient address is up to date with correct postal code 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. If the courier is unable to make delivery the gift is returned to us and there will be additional charges to resend the parcel. A charge of £7.99 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). Gifts cannot be delivered to BFPO or PO box numbers.