Terms & Conditions
Thank you for viewing the terms and conditions for The Suffolk Hamper Company. Please read these terms and conditions before ordering any of our hampers and if you have any queries regarding these terms and conditions we would be delighted to help via email at email@example.com or phone on +44 (0)1284 277210.
By making a purchase from www.thesuffolkhampercompany.com or by making a purchase from The Suffolk Hamper Company by phone or other means you are agreeing to be bound by these terms and conditions.
All hamper prices advertised on our website exclude the delivery cost to the destination you choose. Shipping rates can be found under the Shipping & Delivery details, and you have a choice at check out for you service level relative to the size of the hamper. If you wish to order from outside the UK, please contact us for a bespoke option.
Ordering and Payment
Orders can be placed on our website, or via email. We accept payment via most credit and debit cards directly through Stripe payment system. Payments can also be taken on the website using PayPal.
If you order via email, we will email you an invoice which will contain a link to Strip payment system where you can review the order and submit your credit or debit card details. We can also take payment via BACS.
We take your security very seriously and all card details taken on the website are submitted to Stripe payment system directly via their secure server. We do not have access to your card details for payments taken on the website.
All card payments are validated and authorised prior to completion of your order. We are not liable for non-delivery of your goods if your payment is not authorised.
All orders are subject to our acceptance and the contract is deemed as formed once we have sent you an email confirming dispatch. If we cannot dispatch your order for any reason, we will let you know as soon as possible and a full refund will be provided.
Every hamper order can be sent with a personal greetings card with a message of up to 500 characters. You are prompted at check out for the message.
All hamper prices advertised exclude delivery charges. Rates are available on our Shipping & Delivery notice. We are offering discounted rates based on cost of package as these then relate to size of box we will send. Currently we have rates for Mainland UK only. Simply select from the drop-down box at check out and the price for the hamper and delivery will be displayed.
All deliveries are made by reputable couriers such as Royal Mail, Parcel Force, FedEx and UPS and tracking is provided. (This does not include delivery to British Forces Post Office (BFPO), please see the section below on BFPO deliveries)
We aim to dispatch all orders within 48 hours of receiving payment on a workday, unless we are delivering to a specific location for a specific date, then we will send out accordingly. Our couriers do not collect or deliver on Saturday or Sundays, therefore we only have collections on Monday - Thursday. Local deliveries (within 15 miles of Hadleigh or Lavenham, Suffolk, can be completed at weekends.
All advertised hamper prices are shown as default to exclude any delivery charges to mainland UK.
Orders are dispatched on Tuesdays and Thursday.
Next day delivery is also available for most mainland UK addresses. Orders received by 12pm (GMT) Monday to Thursday can be dispatched for next day delivery. On orders received by 12pm (GMT) on a Friday the goods will be dispatched for delivery the following Monday to most mainland UK addresses.
Unfortunately, we currently do not have standard postage to the following areas, however, we are happy to quote on an individual basis is you call or email us.
Scottish Highlands postcodes – AB31 to AB38, AB41 to AB45, AB51 to AB56, FK19 to FK21, IV1 to IV28, IV30 to IV32, IV36, IV40 to IV49, IV51 to IV56, IV63, HS1 to HS9, KA27, KA28, KW1 to KW3, KW5 to KW17, PA20 to PA38, PA41 to PA49, PA60 to PA78, PH1, PH5 to PH10, PH15 to PH26, PH30 to PH44, PH49, PH50, ZE1 to ZE3
Western Isles, Orkney & Shetland, Scilly Isles, Isle of Man, European & Overseas delivery
Please note there is no next day service available for these locations and the guide delivery timescales are 3 – 6 working days.
We do not include customs duties in our hamper costs. As we only have delivery costs for Mainland UK, we ask that you contact us prior to purchase so we can source the best overseas option for delivery and custom charges, and can advise on the hamper contents acceptable for your desired destination.
Customs authorities may request personal information from the recipient of the hamper if they choose to inspect your parcel and failure to provide this information to Customs will result in the parcel being returned to The Suffolk Hamper Company. In this instance we are unable to refund the cost of postage and packaging. Please note that for all orders being delivered outside the EU you or the recipient are considered to be the importer and must comply with all laws and regulations of the country in which the items are to be delivered.
Please note that cross-border deliveries may be subject to opening and inspection by customs authorities. Where your goods have been selected for inspection by Customs & Excise, we cannot guarantee that your goods will arrive in the same condition as they were when dispatched.
We can deliver to BFPO addresses, however, please note some destinations have a 2Kg limit, therefore please contact us for information on suitable hampers. Delivery to BFPO addresses can incur delays by the armed forces prioritising essential supplies beyond our control.
Once your hamper has been delivered by us to the BFPO central clearing office you will receive an email confirming that your order is on its way. Unfortunately, after this point there is no further tracking available and we are unable to confirm receipt of your item.
Delivery to H.M. military bases in the UK and overseas is made via BFPO central clearing and we have no control over the delivery time and therefore we cannot be held liable for any loss caused by late or delayed delivery by the BFPO. However, as a guide delivery to all BFPO Static Locations takes between 4 to 8 working days.
We will ensure your hamper is delivered swiftly to the BFPO central clearing however we cannot guarantee delivery times or the consequent expiry of food or drink items due to a delayed delivery and we cannot be held liable for any loss caused by late or delayed delivery.
We are not liable for any damage to your hamper or its content or losses arising as a result of such damage once the hamper has been collected from us. We will not be held liable for any loss caused to you by late delivery or damage to the products. In the event your hamper does not arrive when expected or if it has arrived damaged please contact us as soon as possible and we will investigate with the BFPO. It is also worth noting that before ordering you should consider the suitability of items that you choose to send to BFPO addresses for example chocolate to hot destinations or alcohol to countries where it is prohibited.
PO Box Deliveries
We are unable to deliver to PO boxes.
Weekend and Bank Holidays
Our standard delivery and next day delivery services do not include delivery on Saturdays, Sundays or bank holidays. If you require Saturday delivery to a mainland UK address please contact us via email at firstname.lastname@example.org or phone on +44 (0)1284 844059.
Tracking and signature
All of our hampers are delivered by reputable and require a signature upon delivery. (Please note this does not include deliveries to BFPO addresses). If the recipient is not there to receive their parcel the carrier will leave a card with contact details so that redelivery or collection can be arranged. If the courier does not receive a response to the card, they will return the hamper to us after 4 – 5 working days.
The courier is only responsible for delivering to the address that you have provided (or an immediate neighbour if nobody is at home). Where the courier has delivered the parcel to the address you provided, we cannot accept responsibility if the intended recipient has moved or lives elsewhere and the actual receiver refuses or fails to return the hamper.
Redirection of goods
Additional charges will be made for the redirection or redelivery of goods due to an address or postcode error.
Cancellation and returns
Orders can be cancelled up to 3 days before the day of despatch, when a full refund will be credited within 7 days. For online purchases, the customer has the right to cancel an order up to fourteen days after receipt of goods. Where this right is exercised you will be refunded the full amount minus any perishable goods which cannot be resold and any items which have been consumed or damaged as well as carriage charges incurred. All goods must be returned in good condition. We aim to provide the refund within seven days on receipt of returned goods, less any charges as stated above once the hamper has been returned. Notification of cancellation must be in writing - letter or email. Please see details below. Cost of return to be paid by the customer. Unfortunately, we are unable to accept any liability for any damages caused during transit with our chosen third party. However, we will try our best to rectify any issues where possible.
The Suffolk Hamper Company Ltd
Benton End Farm, Benton Street, Hadleigh, Suffolk, IP7 5JR
Tel: +44 (0) 1284 277210
Returns policy exceptions
We regret that you may not cancel or return;
Fresh food gifts or hampers (which include cheese, meat or fish)
Orders to BFPO addresses cannot be cancelled once payment has been confirmed
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;
You notify us within 48 hours of receipt via phone on +44 (0)1284 277210 or via email on email@example.com
When breakages occur during delivery, we require photographic evidence from you to demonstrate the product is broken. If we are satisfied the product was broken during transit, we will refund the price of the product in full.
If required, we will refund the cost of the hamper or damaged items in full or we will replace the hamper or damaged items. If the same hamper or items are not available, we will replace with a hamper or items of equal or higher value. You will not be charged for the collection of your faulty or damaged item nor for the delivery of a replacement hamper.
We will arrange collection of your damaged/faulty hamper at our cost through our own couriers. Please note that we are unable to reimburse the cost of returning an item to us under any circumstances if you arrange and pay for the items' return.
If you arrange for us to collect an item from you or your recipient which, after being evaluated by us, is not considered to be damaged or defective we will deduct the cost of collection from your refund/replacement.
The above cost of collecting and returning an item will be equal to its original, published delivery cost, 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.
Damaged or defective hampers returns/refunds exceptions
On all deliveries sent to countries outside the EU we cannot provide a refund or provide a replacement product where damage or loss of items has been caused to the hamper by customs authorities or their agents.
Delays in delivery
We are not responsible for late delivery of any hampers or gift due to;
Incomplete or incorrect delivery addresses
Adverse weather conditions
Any other causes beyond our reasonable control such as delays in customs or to BFPO.
Food and drink shelf life
In respect of all food and drink items (excluding meat, bakery products and chilled food) we guarantee a minimum shelf life of 28 days from the delivery date you request for the earliest dated product within the hamper unless the hamper is being sold on a specific promotion which compensates for the shorter shelf life.
Some of the products within our hampers contain allergens such as nuts, egg, milk and gluten. The majority of information is provided on the nutrition information label on each item however please contact us directly if you require further information.
Gluten Free Hampers
Our Gluten Free hampers contain products that are either naturally gluten free or have been specially made for a gluten free diet or have been certified as gluten free by the manufacturer. Please ensure the recipient of the hamper reads the nutrition information of each item prior to consuming and if you or the recipient of the hamper is in doubt over the gluten free status of any of the products please either contact us or the manufacturer directly. The Suffolk Hamper Company accepts no responsibility for any illness caused from consuming gluten contaminated products.
Some of our hampers contain alcohol, therefore the minimum age you must be to order our hampers containing alcohol 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.
By placing an order for any hamper containing alcohol the purchaser shall be deemed to have confirmed they and the recipient are at least 18 years old. We ask you at ordering to confirm this with a mandatory declaration.
Product listings and item substitution
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 and available products at any time.
All of our hampers are fully itemised and fairly described however, in the event of supply complications we reserve the right to substitute any items with replacements of equal or higher value that may or may not be listed in the contents section of the product descriptions.
All photographic props such as glasses, plates and other crockery, cutlery and utensils are not included unless otherwise itemised in the hamper description.
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 liable for VAT and therefore hampers may not incur standard VAT at the prevailing rate.
Hampers usually have variable VAT rates because they include some food items which are zero rated. Please contact us if you would like a breakdown of the VAT.
We are pleased to provide a number of promotions throughout the year for which you may receive a voucher code. Only one voucher code can be redeemed against a single order and we are unable to retrospectively apply voucher codes to previous orders.
All text, copy, graphics, logos, trading names, photographs and images presented on this website are the wholly owned property of The Suffolk Hamper Company or their suppliers.
In the unfortunate event you are not happy with one of our products please submit your complaint in writing to us at firstname.lastname@example.org or call us on +44 (0)1284 844059. We will respond to you within 3 working days. We are not liable for third party product issues that are deemed to be beyond our control.
If you have a complaint about delivery please submit your complaint via email to email@example.com or call us on +44 (0)1284 277210 and we will acknowledge your complaint within 3 working day of receipt. We will then endeavour to resolve any delivery issues as quickly as possible. We aim to have resolved all issues within 7 working days to the satisfaction of our customers.
These terms and conditions do not affect your Statutory Rights. These terms and conditions shall be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.
The Suffolk Hamper Company is a trading name of The Suffolk HamperCompany Ltd. whose registered office is: 9 Byford Court, Hadleigh, Suffolk, IP7 6RD, United Kingdom. The company registration number is 12777659.
Our trading address is Benton End Farm, Benton Street, Hadleigh, Suffolk, IP7 5JR, England and our telephone number is +44 (0)1284 277210 and our email is firstname.lastname@example.org
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