These Terms and Conditions (“Terms”) govern your use of our website, your purchase of products, and any associated services provided by our company. By placing an order, you agree to be bound by these Terms.
1. REFUND POLICY
1.1 If your order contains any of the following items, we will be unable to refund your order (including postage & packaging) once it has been delivered:
- 1.1.1 Fresh food gifts (including cheese, meat, or fish)
- 1.1.2 Personalised and branded goods
- 1.1.3 Bespoke hampers
1.2 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.
2. ORDERS AND PAYMENT
2.1 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 via telephone orders. We will take card details over the phone for any orders that have been submitted via email.
2.2 Payment Methods:
- 2.2.1 You can pay by Access, Mastercard, Visa, AMEX, Switch, and Delta.
- 2.2.2 We regret we are unable to accept payment by Solo/Electron.
- 2.2.3 We also accept payment via cheque and BACs.
2.3 Payment Processing:
- 2.3.1 Payment is taken through Stripe or PayPal on this website. Should you place an order over the telephone, then payment is taken through Global Payments, collected by HSBC.
2.4 Security:
- 2.4.1 We take your security very seriously. The purchase area of our site is secured using industry-standard Secure Socket Layer technology to allow for encryption of your credit card details.
- 2.4.2 Additionally, any card details taken over the phone are input straight into the same encrypted purchase area, which we cannot access.
- 2.4.3 The technologies that we use are token-based and negate any requirement to retain credit card details. Therefore, as these are not held by Virginia Hayward Ltd, they cannot be accessed, making the system fully PCI compliant.
2.5 All card payments are validated and authorised prior to the completion of your order. We are not liable for non-delivery of your goods if your payment is not authorised.
2.6 You may order and pay for goods up to 250 days in advance of delivery, during which time the price will be held.
2.7 Fraud Prevention:
- 2.7.1 It is a crime to purchase or attempt to purchase goods with a stolen credit card, 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.
- 2.7.2 We reserve the right to withhold goods and terminate any account details with anybody whom we suspect of fraudulent practice and/or breach of these terms and conditions.
3. CREDIT APPLICATIONS
3.1 Credit terms are available by application for large corporate orders. Our terms of payment are 30 days from the invoice date.
4. DELIVERY
4.1 UK Delivery Options and Surcharges:
- 4.1.1 Orders received by 14:00 (GMT) Monday to Thursday can be despatched for next-day delivery almost anywhere in mainland UK and may be subject to a surcharge. See delivery details for specific location options, timings, and surcharges.
- 4.1.2 Orders received by 14:00 (GMT) on a Friday will be despatched the same day for delivery the following Monday (Excluding Bank Holidays) almost anywhere in mainland UK and may be subject to a surcharge. See delivery details for specific location options, timings, and surcharges.
- 4.1.3 We do offer a Saturday and Sunday delivery service subject to a surcharge. See delivery details.
- 4.1.4 Orders received by 14:00 (GMT) on a Friday can be despatched the same day for Saturday and Sunday delivery almost anywhere in mainland UK and subject to the delivery surcharge. See delivery details for specific location options, timings, and surcharges.
4.2 Fresh Food:
- 4.2.1 Fresh Food can only be delivered to mainland UK locations from Tuesday through to Saturday (no Monday or Sunday deliveries) as we cannot guarantee to our satisfaction that they will remain cold whilst in transit over a weekend.
- 4.2.2 Fresh food hampers must be signed for upon delivery. Please ensure that your recipient will be available to receive the goods on the chosen delivery date, as we cannot guarantee that these products will still be fit for consumption if we are unable to complete first-time delivery.
- 4.2.3 All fresh food needs to be opened and refrigerated immediately to ensure that the contents remain safe to consume.
- 4.2.4 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.
- 4.2.5 We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.
4.3 Mainland UK and Out of Area Deliveries:
- 4.3.1 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.
4.4 European and Overseas Deliveries:
- 4.4.1 We are unable to deliver overseas due to legislative complexities. However, we are now able to deliver to Northern Ireland, though delivery surcharges will be applicable and will be charged per parcel.
4.5 BFPO Deliveries:
- 4.5.1 We regret that we are unable to deliver to a BFPO address as we are unable to track or obtain a signature for this service and are therefore unable to guarantee safe delivery.
4.6 PO Boxes:
- 4.6.1 We regret that we are unable to deliver to PO boxes.
4.7 Weekends and Bank Holidays:
- 4.7.1 We are unable to deliver on Bank Holidays. We do offer a Saturday and Sunday delivery service subject to a surcharge. See delivery details.
4.8 Tracking and Signature (Non-Fresh Food):
- 4.8.1 All our goods require a signature upon delivery, with the exception of our range of Letterbox Gifts. If the recipient is not there to receive a parcel, the carrier may attempt to deliver to an immediate neighbour. However, we cannot always guarantee this. Alternatively, the carrier will leave a card with contact details so that redelivery or collection can be arranged.
- 4.8.2 If the carrier doesn’t receive a response to the card, they will return the gift to us after 4-5 working days.
- 4.8.3 During the very busy Christmas period, we 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.
- 4.8.4 The carrier is 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).
4.9 Letterbox Gifts:
- 4.9.1 Please note that Letterbox Gifts are delivered using EVRI, and named day delivery is not available for Letterbox gifts.
4.10 Tracking and Signature (Fresh Food Hampers):
- 4.10.1 See ‘Cheese and Fresh Foods’ section below. All our goods require a signature upon delivery.
4.11 Redirection of Goods:
- 4.11.1 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. Please be aware that the carrier may return the parcel to sender rather than re-direct it. Should this happen, re-delivery charges will apply.
5. PRODUCT AVAILABILITY
5.1 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 on an alternative product choice.
5.2 We will do our utmost to meet the delivery date chosen but reserve the right to miss the date if we are unable to contact the purchaser to agree on a replacement product.
6. CHALLENGE 25
6.1 As a responsible retailer, it’s important to us that age-restricted products don’t end up in the hands of those underage. We will not sell to or deliver to under 18’s.
6.2 Carriers are instructed to check the age of anyone buying restricted products who they believe to be under 25. Please be aware that you may be asked for proof of age upon delivery.
6.3 Acceptable forms of identification include:
- 6.3.1 Current passports or equivalent forms of identification such as a national identity card with a photo and date of birth (all nationalities)
- 6.3.2 Current photographic driving licences or provisional licences and date of birth (all nationalities)
- 6.3.3 Proof of Age Standards Scheme (PASS) card
6.4 Carriers are instructed to return the parcel to the depot if suitable age identification cannot be provided and to notify us of any refusal so that we can issue a refund.
7. GIFT MESSAGES
7.1 A personalised gift message can be added to every hamper we send. This is free of charge and will be included with the parcel. However, we regret that we are unable to accept abusive or inappropriate messages, and if we receive one, we will cancel the order and issue a refund.
8. CHEESE & FRESH FOODS
8.1 Due to the nature of these products, fresh food gifts will have a minimum shelf life of 7 days from the date of despatch. Christmas products will have minimum 3rd January date the following year. Please inform the recipient of your gift to note the ‘use by’ date on all fresh food.
8.2 Fresh Food can only be delivered to mainland UK locations from Tuesday through to Saturday (no Monday or Sunday deliveries) as we cannot guarantee to our satisfaction that they will remain cold whilst in transit over a weekend.
8.3 Fresh food hampers must be signed for upon delivery. Please ensure that your recipient will be available to receive the goods on the chosen delivery date, as we cannot guarantee that these products will still be fit for consumption if we are unable to complete first-time delivery.
8.4 All fresh food needs to be opened and refrigerated immediately to ensure that the contents remain safe to consume.
8.5 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.
8.6 We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.
9. RETURNS AND REFUNDS
9.1 At Virginia Hayward Ltd, we always endeavour to provide the highest levels of service. However, there may be occasions when things go wrong.
9.2 If for any reason you or your recipient are not completely satisfied with your hamper or gift, you can contact our Customer Care team to discuss your concern.
9.3 Please note that due to the perishable nature of our products, we are unable to accept the return of unwanted goods.
9.4 For non-perishable items, if you are not completely satisfied with your purchase, you can return it to us within 14 days for a refund or exchange, provided it is in a saleable condition and unopened. Please note you are responsible for the cost of returning the goods to us.
9.5 We will refund the total cost of the product less the delivery charges (and less any out-of-area, named day, or Saturday surcharges) to you, if you choose to cancel your order for any reason provided you comply with the below conditions:
9.6 You notify us of your cancellation in writing (letter or email) to the specified address within 14 working days of delivery.
9.7 The goods remain unused and component parts are unopened.
9.8 You or the recipient retain and take reasonable care of the goods until collected by our carrier.
9.9 You or the recipient make the goods available for collection by our carrier during daytime on working days (not weekends or Bank Holidays) within 21 days of notifying us of the cancellation.
9.10 Refunds will be issued upon receipt of the item.
9.11 If we are at fault (e.g., sending an incorrect or damaged item), we will refund or replace the item.
9.12 Any damaged items must be reported to us within 48 hours of delivery. We may ask for a photograph or for the item to be returned to us.
9.13 If the items returned are not deemed faulty or damaged by us, we reserve the right to charge for return carriage or collection.
9.14 We reserve the right to offer a partial refund for used or opened items or to refuse a refund if we deem the product to be unsaleable.
10. COMPLAINTS
10.1 If you have a complaint, please contact our Customer Services team by email at [Email Address] or by phone at [Phone Number]. We will respond to all complaints within 48 hours and aim to resolve any issue as quickly as possible.
10.2 We reserve the right to refuse any customer or order at our discretion.
11. DATA PROTECTION
11.1 All customer data is stored in accordance with the Data Protection Act 2018 and the General Data Protection Regulation (GDPR).
11.2 We will not sell or share your personal information with any third parties unless required by law.
11.3 For more information on how we use your data, please refer to our Privacy Policy.
12. GOVERNING LAW
12.1 These Terms and Conditions are governed by and construed in accordance with the laws of England and Wales. Any disputes arising out of or in connection with these Terms and Conditions will be subject to the exclusive jurisdiction of the courts of England and Wales.
13. ORDER CANCELLATION
13.1 If you wish to cancel the order after it has been dispatched due to any of the following reasons:
a) Incorrect delivery information provided; or
b) The carrier is unable to deliver due to the unavailability of the recipient and the hamper is returned,
Please notify us in writing within seven days to request a refund, which will be given at 50% of the invoiced price of the hamper, less the original delivery cost and the applicable return charges.
13.2 Please note that we are unable to issue refunds for bespoke hampers, personalized hampers, and fresh food hampers.
13.3 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 carrier at no cost to you.
14. WINES & SPIRITS
14.1 Many of our gifts contain alcohol; therefore, the minimum age to order these types of gifts is 18 years of age.
14.2 It is an offense to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under the age of 18.
15. PRODUCT SHELF LIFE
15.1 For 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.
15.2 For fresh food hampers (which may include cheese, fish, meat, and pâtés), we guarantee a minimum shelf life of 7 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.
15.3 If you are purchasing a hamper that is part of our Christmas range, the minimum shelf life will typically be until 3rd January.
15.4 Our shelf life promise is only guaranteed if the delivery of the hamper is successful on the carrier’s first attempt.
16. ALLERGENS
16.1 Some of the products within our hampers contain allergens such as nuts, eggs, milk, and gluten.
16.2 Please contact us directly if you require further information regarding allergens.
17. HAMPER LISTINGS & SUBSTITUTIONS
17.1 We aim to keep our website as up-to-date as possible but reserve the right to make changes to descriptions, contents, prices, delivery methods, and to add or delete products at any time.
17.2 All products are fully itemized 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, which may or may not be listed in the contents section of the product descriptions.
17.3 For special dietary hampers, suitable substitutions will be made.
17.4 All information included is correct as at the time our brochure went to press. However, in the event of a substitution, the nutritional and allergen summaries accompanying each hamper on our website may not reflect the true contents of the gift.
17.5 If you have any concerns in relation to allergens or any other dietary requirements, please contact us prior to purchase at the provided contact number.
17.6 All photographic props such as plates, glasses, and other utensils are not included unless otherwise stated.
18. VAT & DUTY
18.1 All prices include VAT at variable rates and duty charged at the prevailing rates.
18.2 We reserve the right to amend prices according to legislative changes.
18.3 Not every item in a hamper is subject to VAT; therefore, hampers may not incur standard VAT at the prevailing rate as the VAT is calculated on a weighted average basis.
19. OUR LIABILITY: IMPORTANT INFORMATION
19.1 Consumer Rights and Liability
19.1.1 If you are a consumer, nothing in these Terms shall affect or limit your statutory rights under English law, including but not limited to your rights concerning goods being of satisfactory quality and free from defects.
19.1.2 Nothing in these Terms shall exclude or limit our liability for fraud, fraudulent misrepresentation, death, or personal injury caused by our negligence.
19.2 Website Usage
19.2.1 The website(s) is provided on an “as is” and “as available” basis.
19.2.2 We make no representations, endorsements, or warranties, whether expressed or implied, regarding the website(s) and its use.
19.2.3 You acknowledge that we cannot guarantee the security or privacy of the website(s) or any information provided by you.
19.2.4 You bear the risks associated with using the internet.
19.3 Limitation of Liability
19.3.1 To the fullest extent permitted by applicable law, we shall not be liable to you or any third party for any consequential or incidental damages, including but not limited to pure economic loss, loss of profits, loss of business, loss of anticipated savings, wasted expenditure, loss of privacy, or loss of data, or any other indirect, special, or punitive damages arising out of or in connection with the use of the website(s).
19.3.2 We do not offer our products for business purposes. Accordingly, we do not accept liability for any business losses arising from your purchase.
19.4 Delays Outside Our Control
19.4.1 If our supply of the products is delayed by an event outside our control, we will inform you as soon as possible and will take steps to minimize the delay’s impact.
19.4.2 Provided we do so, we shall not be liable for delays caused by such events.
19.4.3 This does not affect your rights to cancellation, refund, or replacement as outlined in clause 9.
19.5 Responsibility for Perishable Goods
19.5.1 It is your responsibility to ensure that the recipient is aware that any gift containing perishable goods should be opened immediately upon delivery.
19.5.2 We cannot accept liability for spoiled products if the items are not stored properly after delivery.
20. REVIEWS
20.1 Rights to Submitted Reviews
20.1.1 By submitting a review, you grant us a non-exclusive, royalty-free, perpetual, irrevocable, and fully sublicensable right to use, reproduce, modify, adapt, publish, translate, create derivative works from, distribute, and display the content worldwide in any media.
20.1.2 You grant us the right to use the name submitted with the content.
20.1.3 You agree to waive your right to be identified as the author and your right to object to derogatory treatment of the content.
20.2 Content Ownership and Accuracy
20.2.1 You confirm that you own or control all rights to the content you post and that the content is accurate and does not breach any applicable Hampers.com guidelines.
20.2.2 You further confirm that the content will not cause injury to any person or entity, including that it is not defamatory.
21. COMPETITIONS AND PRIZE DRAWS
21.1 General Terms
21.1.1 If we offer competitions or prize draws (hereafter referred to collectively as “competitions”), these competition rules shall be deemed incorporated into each competition unless expressly overridden by specific terms or instructions.
21.1.2 We reserve the right to amend competition terms from time to time.
21.2 Binding Nature of Entry
21.2.1 By entering any competition, entrants are deemed to have read, understood, and agreed to be bound by these Terms.
21.2.2 All our decisions regarding competitions are final and binding, and no correspondence will be entered into.
21.3 Eligibility
21.3.1 Competitions are only open to UK residents aged 18 or over.
21.3.2 Employees, immediate family members of employees, or any person directly connected with the organization of the competition are ineligible to participate.
21.4 Submission and Responsibility
21.4.1 All entries must be received by the specified closing date.
21.4.2 We accept no responsibility for entries that are misdirected, lost due to technical or other reasons, or received after the closing date.
21.5 Disqualification
21.5.1 We reserve the right to disqualify any entries without notice that we believe have used improper technical means to enter or that we believe are fraudulent.
21.5.2 Entrants are responsible for their own costs associated with accessing computer networks.
21.6 Limitation of Liability for Competitions
21.6.1 We accept no liability for any failure by the winner or any entrant to comply with these terms and conditions, for any disruption, delay, or misdirection of entries, or for any server, system, or network failures, malfunctions, or inaccessibility leading to undelivered or late entries.
21.7 Promoter Rights
21.7.1 We shall be the promoter of all competitions subject to these terms unless stated otherwise.
21.7.2 If a competition prize is unavailable, we reserve the right to substitute a similar prize of equivalent or greater value.
21.7.3 Prizes are not transferable, and no cash or other alternatives will be offered.
21.8 Winner Selection and Notification
21.8.1 Winners will be selected in a random draw from all correct entries received by the closing date.
21.8.2 Winners will be notified within 28 days after the winner has been ascertained.
21.8.3 If a winner cannot take up the prize or cannot be notified after reasonable efforts, we may dispose of the prize as we see fit without liability.
21.8.4 Winners’ names may be published on our website(s) or social media platforms.
22. WIN a Utopian Hamper for Christmas
22.1 All orders containing Christmas Hampers made between 1st August – midnight on 15th December 2024 on virginiahayward.com or via our contact centre, will be entered into our prize draw to win a Utopian hamper.
22.1.2 Open to U.K Mainland customers only. No out of area postcodes (PO30-41, TR21-25, AB30-63, IV1-63, KA27-28, KW1-18, PA20-80, PH1, PH5-PH50, FK19-21, TD15, HS, ZE, DD8-10, G83-84, IM1-9, IM99, JE1-3, GY1-9, BT).
22.1.3 No minimum order. Over 18’s only.
22.1.4 There will be a single winner, picked at random. We will contact the winner directly via the email provided at check-out, to confirm your delivery address.
22.1.5 The hamper will be sent out in time for Christmas, and will require a signature on delivery.
23. 20% Early Bird Discount Terms & Conditions
23. 1 The discount excludes delivery. The discount is only available on full price ready-made hampers at virginiahayward.com.
23.2 To receive a 20% discount, orders must be paid for by midnight (GMT) Friday 18th October 2024.
23.3 Orders cannot be placed in conjunction with any other offers, discount codes or affiliate schemes and cannot be ordered for re-sale purposes.
23.4 We reserve the right to decline cashback, charity or reward schemes on orders placed in conjunction with this promotion.
24.4 Place your order by visiting virginiahayward.com or by calling our sales team on 01747 851515 between 9am and 5pm.
24. Contact Information
24.1 If you have any questions about these Terms and Conditions, please contact us at:
- Virginia Hayward Ltd
- Address: Boundary House, Shaftesbury, Dorset, United Kingdom, SP7 9BT
- Phone: 01747 851515
- Email: [email protected]
By placing an order, you acknowledge that you have read, understood, and agreed to these Terms and Conditions.
