"As always, excellent service, easy to order, and delivery at the right place at the right time."
Thank you for visiting the Virginia Hayward terms and conditions page. By making a purchase from www.virginiahayward.com or by making a purchase from Virginia Hayward Ltd. by phone with our sales team you are agreeing to be bound by these terms and conditions in their entirety.
From time to time we may update these terms and conditions and it is your responsibility to check this section prior to buying hampers or gifts from us.
If you have any questions or do not agree with any of our terms and conditions then please contact our customer services department on 01747 851515. Thank you.
ORDERING & PAYMENT
You can place an order on our website, over the telephone or via email. We accept payment via most credit and debit cards both on our website and also via telephone orders. We will take card details over the phone for any orders that have been submitted via email.
You can pay by Access, Mastercard, Visa, American Express, Switch and Delta. We don’t accept payment by Solo / Electron. We also accept payment via cheque and BACs.
We take your security very seriously and the purchase area of our site is secured using industry standard Secure Socket Layer technology to allow for encryption of your credit card details. Additionally, any card details taken over the phone are input straight into the same encrypted purchase area which we cannot access.
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.
You may order and pay for goods up to 120 days in advance of delivery during which time the price will be held.
It is a crime to purchase or attempt to purchase goods with a stolen credit card or with stolen personal details or with a false name. We will take appropriate action if we discover any person is attempting to fraudulently purchase goods from our website.
We reserve the right to withhold goods and terminate any account details with anybody who we suspect of fraudulent practice and / or breach of these terms and conditions.
Credit terms are available by application for large corporate orders. Our terms of payment are 30 days from invoice date.
UK Delivery Options and Surcharges
Orders received by 13.00 (GMT) Monday to Thursday can be despatched for next day delivery almost anywhere in mainland UK and maybe subject to a surcharge. See delivery details for specification location options, timings and surcharges.
Orders received by 13.00 (GMT) on a Friday will be despatched the same day for delivery the following Monday almost anywhere in mainland UK and maybe subject to a surcharge. See delivery details for specification location options, timings and surcharges.
We do offer a Saturday delivery service subject to a Saturday surcharge. See delivery details. Orders received by 13.00 (GMT) on a Friday can be despatched the same day for next day Saturday delivery almost anywhere in mainland UK and subject to the Saturday delivery surcharge. See delivery details for specification location options, timings and surcharges.
Fresh Food Options
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.
Mainland UK and Out of Area Deliveries
We deliver to all of mainland UK and all delivery options are available. We also deliver to the Highlands and Islands. See delivery details for options and relevant surcharges.
European and Overseas Deliveries
We are able to deliver our hampers and gifts to Europe and worldwide destinations, however these are subject to surcharge and in some countries deliveries cannot be tracked or guaranteed. Please see delivery details for more information.
Please also bear in mind that there may be additional customs duties to pay upon goods entering specific countries. 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.
We regret that we are unable to deliver to the BFPO. Unfortunately, in our experience, gift hampers are not delivered effectively by the BFPO, nor do they arrive in the condition that we would hope for. Consequently, we avoid the potential disappointment by not sending by BFPO.
We regret that we are unable to deliver to PO boxes.
Weekends and Bank Holidays
We are unable to deliver on a Sunday or on bank holidays. We do offer a Saturday delivery service subject to a Saturday surcharge. See delivery details.
Tracking and Signature
All our goods require a signature upon delivery. However, 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.
If the recipient is not there 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.
However, they 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.
The carrier is only responsible for delivering to the address that you have provided (or an immediate neighbour if no-one is at home). We regret that where the goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual receiver refuses or fails to return the item(s).
Redirection of Goods
Please make sure you give the correct address and postcode for the recipient. Additional charges will be made for redirection or for re-delivery due to address or postcode error.
All orders are subject to availability. If a product is out of stock or has been oversold we will attempt to contact the purchaser as soon as possible to agree an alternative product choice. In this instance we reserve the right to miss the chosen delivery date.
CANCELLATION & RETURNS
‘No Quibble’ Policy – Distance Selling Regulations
We operate a 'No Quibble' policy for order cancellation. You are allowed a 7-day cooling off period from the date of delivery. This means that we will refund the total cost of the product and the delivery charges (including any out of area, named day or Saturday surcharges) to you, in full, if you choose to cancel your order for any reason provided you comply with the below:
1. You notify us of your cancellation in writing (letter or email) to this address within 7 working days of delivery.
2. The goods remain unused and component parts are unopened.
3. You or the recipient retain and take reasonable care of the goods until collected by our carrier.
4. You or the recipient are reasonable in making the goods available for collection by our carrier who will collect only during the daytime on working days (not weekends or Bank Holidays) within 21 days of notifying us of the cancellation.
5. Refunds will be issued upon receipt of the item.
Please note that we are unable to reimburse the cost of returning an item to us under any circumstances, as we will arrange collection through our own carrier at no cost to you.
‘No Quibble’ Policy Exceptions
In accordance with distance selling regulations, we regret that you may not cancel or return:
1. Fresh food gifts or hampers (including cheese, meat or fish)
2. Large hampers containing fresh food such as Smoked Salmon
3. Personalised and branded goods
4. Bespoke hampers. Please note that from the time of receiving your written order we will purchase component parts relating to your hamper and we regret that these orders cannot be cancelled. This applies to large corporate orders.
Additionally, we will review our cancellation and returns policy on a case-by-case basis for all orders of empty boxes and baskets.
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:
1. You notify us within 48 hours of receipt via phone on 01747 851515 or via email on firstname.lastname@example.org.
2. If required we will refund the cost of the hamper in full or we will replace the hamper. If the same hamper is not available we will replace with a hamper of equal or higher value.
3. You will not be charged for the collection of your item nor for the delivery of a replacement hamper.
4. Please note that we are unable to reimburse the cost of returning an item to us under any circumstances, as we will arrange collection through our own carrier at no cost to you.
5. If you arrange for us to collect an item from you or your recipient which, after being assessed by our hamper quality control department is not deemed to be damaged or defective, please note that we will deduct the cost of collection from your refund.
6. The above cost of collecting an item will be equal to its original, published delivery charge, 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.
We are not responsible for late delivery of any hampers or gift due to:
1. Adverse weather conditions
2. Incomplete or incorrect delivery addresses
3. Any other causes beyond our reasonable control
Cheese gifts and fresh food hamper must be signed for upon delivery. Please ensure that your recipient will be available to receive the goods.
All fresh food needs to be opened and refrigerated within 48 hours of despatch to ensure that the contents remain safe.
We regret that for food safety fresh food cannot be despatched for Monday delivery.
We do not send fresh food items to Highlands, Islands or Overseas addresses as we cannot guarantee to our satisfaction that they will remain cold during the longer travel times.
WINES & SPIRITS
Many of our gifts contain alcohol, therefore the minimum age to order these types of gifts 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.
PRODUCT SHELF LIFE
In respect of ambient hampers we guarantee a minimum shelf life of 28 days for the earliest dated product within the gift unless the hamper is being sold on a specific promotion which compensates for the reduced shelf life.
Some of the products within our hampers contain allergens such as nuts, egg, milk and gluten. Please contact us directly if you require further information.
HAMPER LISTINGS & SUBSTITUTIONS
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, add or delete products at any time.
All products are fully itemised and fairly described however, in the event of supply difficulties, we reserve the right to substitute any items with replacements of equal or higher quality and value that may or may not be listed in the contents section of the product descriptions.
All photographic props such as plates, glasses and other utensils are not included unless otherwise stated.
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.
Every gift order can be sent with a personal gift message of up to 300 characters including spaces (5 lines of 60 characters each). This gift message will be printed beneath the address label on the outer carton. See personalised messages for further details.
We run a range of promotions throughout the year which you may have received a voucher code for. Only one voucher code can be redeemed against a single order. However, we ensure that if you enter more than one voucher code, the code which offers the highest discount will be used against your order. We regret that we are unable to retrospectively apply voucher codes to previous orders.
In addition to manufacturers' warranties we will offer a full refund or replace, free of charge, any item which, through manufacturing defect, becomes unusable within 12 months of delivery. Contact us at the address at the foot of this page. This offer excludes food items.
All photographs, copy, images, graphics contained within this website are the wholly owned property of Virginia Hayward Ltd. Any parties found to be using or copying any element of this website, our products, our product descriptions will be deemed to be infringing our copyright.
AFFILIATES & THIRD PARTIES
All affiliates, appointed re-sellers, agents and third parties of Virginia Hayward Ltd., will be supplied with their own version of product description copy. Affiliates musts not duplicate any product description copy from this website. We perform regular internet duplication tests to ensure that our website copy is not duplicated.
We cannot guarantee the price of our products will be the same as that used by our affiliates, appointed re-sellers, agents or third parties.
We take product complaints very seriously. In the first instance please submit your product complaint in writing to us at email@example.com or call us on 01747 851515. We will respond to you within 2 working days. We are not liable for third party product issues that are deemed to be beyond our control.
Customer service issues will be acknowledged within one working day of receipt. We will keep in close touch with you, advising of our progress to try and resolve any issues as quickly as possible. We expect to have resolved all issues within 5 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.
Virginia Hayward is a trading name of Virginia Hayward Ltd. whose registered office is: 75 Bournemouth Road, Chandler's Ford, Eastleigh, Hampshire, SO53 3AP. The company registration number is 1842012 and the VAT registration number is 399 0315 28.