How can I track the status of my order?
You will receive an email to confirm we have received your order and that your payment has been accepted. You will also receive an email when shipping has been booked for your order.
What days will my order be delivered on?
Our couriers deliver between 08.00 and 17.00 Monday to Friday, and Saturday before 1pm.
Does someone need to sign for my order?
Currently, delivery is contactless so though the couriers will require confirmation of the name of the person accepting delivery, no signature will be required. If there is no reply, delivery may be re attempted, or a card will be left, with contact details to arrange re delivery. Hampers will be returned to us for disposal if no re delivery is arranged. Please note if the hamper contains perishable items (such as cheese, smoked salmon etc) it may not be held at the depot for more than a day or so, to avoid any risk, but will be returned to us. In most cases the purchaser will then be refunded on receipt for undamaged, in date, goods, excluding delivery. Fine Scottish Hampers reserve the right to make an administration charge for processing returned hampers.
Can I add special delivery instructions to my order?
Yes, if you have any special instructions for delivery, such as leaving your parcel with a neighbour, please include them in the ‘special instructions’ section at the checkout. Please note that our couriers will not respond to notes left on doors for security reasons.
Can I order two hampers to separate addresses?
Yes, if you order two or more of our pre-made hampers and they qualify for the same delivery rate, you can send them to different delivery addresses within the same order.
What if I have a query regarding my delivery?
If you have any queries regarding your delivery please ring us on 0845 388 1988 or email us at firstname.lastname@example.org.
If we cannot deliver your order within the specified time period we will make every attempt to contact you and provide an expected delivery time. If this delivery time is not suitable, you can cancel your order and we will provide a full refund.
What do I do if my order arrives damaged?
It is the policy of Fine Scottish Hampers to ensure that all goods are supplied to our customers in perfect condition and that every possible precaution is taken to protect their integrity in transit. However, if you are not completely happy with your hamper, please contact us within 24 hours of receipt on 0845 388 1988, or by email at email@example.com. Please have your order number to hand when you contact us as it will allow us to find your order quickly, and ensure you have images showing any damage.
We will then advise you on the best course of action. In most cases we will ask you to return the item to us for an exchange or refund, when the full value of the hamper, less a small administration charge, will be refunded on receipt of undamaged, in date, unspoiled perishable goods, excluding delivery and any missing goods.
We recommend that you send your order back to us using a tracked delivery service as we cannot be held responsible for any parcel lost during transit to us. In most cases we will refund the cost of returning the item to us. Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage.
Please Note: We do not accept any items retuned to us without your having contacted us first.
If goods are returned to us via the courier following unsuccessful attempts at delivery and where any delivery instructions have been met, no refund will be made. Should the customer request the goods to be re-sent, this would incur a new delivery charge and usually repacking costs, aswell as the vost of any replacement items. Fine Scottish Hampers reserve the right to charge an administration fee for dealing with these cases.
As hampers will be shipped to the address given on the order, please ensure this is both correct and complete. Any changes given after shipping has been booked may incur an administration fee, and if the hamper is already with the couriers, there may be additional charges for re directing the hamper, aswell as delays to the delivery. The couriers will send the hamper to the depot covering the postcode area, so it is particularly important in avoiding delays that the right postcode is provided.
If we have sent you an incorrect item or the delivery is of an incorrect quantity, please notify us immediately and we will exchange the incorrect items without charge to you provided you return the incorrect item(s) to us within 14 days of taking delivery. We will not charge you for the incorrect item though we must have the incorrect item returned before investigating, and our only obligation will be to make good any shortage or non-delivery, or to supply and deliver substitute products if your original choice cannot be delivered for any reason, or to refund to you the amount paid by you for the products in question.
The couriers are responsible for Goods in Transit but if for any reason the couriers misplace a parcel, Fine Scottish Hampers may offer you a complete refund or replacement. In the unlikely event that the delivery is delayed, due to no fault of our own, Fine Scottish Hampers cannot accept responsibility. Although every effort is made to deliver your order on the day you request, sometimes deliveries may be delayed due to bad weather or circumstances beyond our control, in which case we will not be held responsible.