Welcome to our delivery FAQs section. We hope that this will answer most of your questions relating to delivery of our hampers and gifts but if you would like further information please do not hesitate to contact us on 01747 851515 or on sales@virginiahayward.com.

1. What are my delivery options and surcharges?
2. Where do you deliver?
3. How long does delivery take and what do you charge for out of area deliveries?
4. What if my goods have been damaged in transit or lost?
5. What happens if my recipient isn’t in when the parcel is delivered?
6. Will the carrier leave the hamper in a safe place if the recipient isn’t there?
7. Can I arrange for the hamper to be redelivered to a different address?
8. Why do you need my recipient’s phone number?
9. Do you always deliver hampers on time?
10. How can I track my hamper delivery?
11. Can I send a hamper overseas?
12. What should I consider when choosing a hamper to send overseas?
13. How long does it take to deliver my hamper overseas?
14. How much does it cost to send a hamper overseas?
15. Do you offer any delivery discounts?
16. How can I check my order has been despatched?

1. What are my delivery options and surcharges?

Please note:

• Delivery surcharges are per parcel
• No deliveries will be made on Sundays or bank holidays.
• Fresh Food can only be delivered to mainland UK locations on a Tuesday through to Saturday (no Monday deliveries) as we cannot guarantee to our satisfaction that they will remain cold during the longer travel times.

2. Where do you deliver?

We are able to deliver to most countries as long as we have an accurate address and any delivery instructions that you believe would be useful. Please bear in mind though that there may be additional customs duties to pay upon goods entering specific countries. In particular we have noted that this is payable for deliveries to South Africa, South America, Singapore, Korea and Norway. Unfortunately, we are unable to confirm the cost of these customs duties and the intended recipient will become responsible for payment of these duty costs. This may also cause delivery delays. These are the areas that we deliver to:

UK, Highlands and Islands: Mainland UK, Scottish Highlands, Isle of Wight, Isles of Scilly, Scottish Islands, Northern Ireland, Isle of Man, Channel Islands

Europe: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden

Rest of World:
Albania, Andorra, Argentina, Armenia, Australia, Bahrain, Bangladesh, Barbados, Belarus, Bermuda, Bosnia-Herzogovina, Brazil, Brunei, Canada, Canary Islands, Cape Verde Islands, Chile, China, Corsica, Croatia, Egypt, Eire (ROI), Georgia, Gibraltar, Greenland, Hong Kong, Iceland, India, Indonesia, Israel, Japan, Jordan, Kenya, Korea (South only), Kuwait, Laos, Liechtenstein, Macao, Macedonia, Malaysia, Mexico, Moldova, Monaco, New Zealand, Nigeria, Norway, Pakistan, Philippines, Qatar, Russia, San Marino, Saudi Arabia, Serbia, Singapore, South Africa, Sri Lanka, Switzerland, Taiwan, Thailand, Turkey, Ukraine, United Arab Emirates, USA, Vietnam

Other Countries:
If you can’t find your required destination in the above list, please contact us to discuss your specific requirements and we’ll do our best to help.

BFPO:
We are very sorry but we don’t send parcels to BFPO addresses as we are unable to track or obtain a signature for our deliveries. We strive to ensure that all intended recipients receive their gift hamper on time and in good condition but unfortunately, our experience with the BFPO service is that this has not been the case. We have therefore made the decision not to send to these addresses to avoid any potential disappointment for the sender and the intended recipient.

3. How long does delivery take and what do you charge for out of area deliveries?

Please note that sending alcohol outside of the EU can be problematic and may incur customs charges.

4. What if my goods have been damaged in transit or lost?

If your recipient receives a hamper that has been damaged in transit we guarantee to replace the goods as long as we are informed within 48 hours of delivery.

If the damaged goods are refused by the recipient the carrier will automatically return them to us.

If the damage is not immediately evident the recipient should retain the goods for inspection and returned at our expense if necessary.

We will replace goods lost in transit provided that we are notified within 28 days of the required delivery date.

5. What happens if my recipient isn’t in when the parcel is delivered?

If the recipient is not present to receive a parcel the carrier will leave a card with contact details so that redelivery or collection can be arranged. If the carrier doesn't receive a response to the card, they will return the gift to us after 4-5 working days or may try to redeliver.

Our carriers are required to notify us of any parcels that are not delivered so that we can try to resolve the issue before the parcel is returned.

If the carrier for your particular parcel / location is Parcelforce, the parcel may be taken to a local post office so that your recipient may collect in person. Again, the parcel will be returned to us after a period of time if the recipient fails to respond to the card and collect the parcel from the designated post office.

6. Will the carrier leave the hamper in a safe place if the recipient isn’t there?

Although we prefer all our hampers to be signed for upon receipt, during the very busy Christmas period we do instruct our delivery companies to leave parcels in a safe and dry location and put a card through the door to say where the parcel has been left if the recipient is not available to receive it. We consider this to be in the best interests of the recipient.

7. Can I arrange for the hamper to be redelivered to a different address?

Yes. If you need the parcel to be redelivered to a different address then we can arrange this with the carrier. Please note that this may incur an extra charge. Please contact us on 01747 851515 as soon as possible if you would like to change the delivery address.

8. Why do you need my recipient’s phone number?

We ask for your recipient’s telephone number so that we can contact them directly in the event of a delivery issue such as an incomplete address or if the property is difficult to find.

9. Do you always deliver hampers on time?

We’d really like to say yes! We do our absolute utmost to deliver each and every hamper and gift on time but sometimes this final link in the chain doesn’t quite match up to our incredibly high standards. This could be for a number of reasons including address accuracy, mis-sorting at delivery hubs and, of course, occasionally adverse weather conditions can also clog up delivery networks.

10. How can I track my hamper delivery?

If you place your order online you can track your order by logging in and clicking ‘My Orders’. If you placed your order via our call centre, we will be happy to track your order upon request.

11. Can I send a hamper overseas?

Yes, we can send hampers overseas – please see the details above.

12. What should I consider when choosing a hamper to send overseas?

We cannot send hampers that contain fresh food such as smoked salmon or cheese to overseas destinations for food safety reasons.

Additionally, we would advise against sending hampers that contain alcohol (or bottles) as there is potential to cause delays at customs and potential for breakage as well as non-delivery to your intended recipient.
Please also note that, unfortunately, we have limited ability to track deliveries once they are in their destination country.

If you would like any assistance please call and speak to one of our customer service agents on 01747 851515.

13. How long does it take to deliver my hamper overseas?

Overseas deliveries take a minimum of three days for to arrive and we usually advise allowing up to 10 days, particularly during the Christmas period.

• Allow between 3 – 5 working days for delivery to Europe
• Allow between 7 - 10 working days for delivery to Rest of the World

Unfortunately we cannot specify a named day for overseas deliveries and we have a limited ability to track the hampers once they have left the UK.

14. How much does it cost to send a hamper overseas?

It varies by country and by product. Please call us on 01747 851515 and we can give you a price.

15. Do you offer any delivery discounts?

Yes! We can make savings with our carrier when sending more than one item to the same address, so we pass these savings on to you. You can find full details on how much you can save on your order here.

16. How can I check my order has been despatched?

If you ordered via our website you can simply log into ‘My Account’ on our website to view your order status.

If you placed your order via the telephone, or indeed on the website, please call our team on 01747 851515 and we will be happy to track your order.

<< Home