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. Fresh food gifts (including cheese, meat or fish)
2. Personalised and branded goods
3. 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.
Orders and 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 and Switch and Delta. We regret we are unable to accept payment by Solo / Electron. If you wish to pay by American Express your order will need to be processed over the phone by one of our agents as we are unable to accept this payment type through our website. We also accept payment via cheque and BACs.
Payment is taken through SagePay or PayPal on this website, and is collected by BarclayCard. Should you place an order over the telephone, then payment is taken through Verifone, also collected by Barclaycard.
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.
The technologies that we use are token based and as such 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.
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 250 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 may be subject to a surcharge. See delivery details for specific 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 (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.We do offer a Saturday and Sunday delivery service subject to a surcharge. See delivery details. Orders received by 13.00 (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.
Fresh Food can only be delivered to mainland UK locations on a 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.
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.
All fresh food needs to be opened and refrigerated within 48 hours of despatch to ensure that the contents remain safe to consume.
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.
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.
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 regret that deliveries outside England, Scotland, Wales and Northern Ireland cannot be achieved for Christmas 2021, due to changes in legislation following Brexit.
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.
We regret that we are unable to deliver to PO boxes.
WEEKENDS AND BANK HOLIDAYS
We are unable to deliver on Bank Holidays. We do offer a Saturday and Sunday delivery service subject to a surcharge. See delivery details.
TRACKING AND SIGNATURE (NON-FRESH FOOD)
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 will deliver to an immediate neighbour or alternatively 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, 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.
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).
Please note that Letterbox Gifts are delivered using Royal Mail or Hermes, so when selecting a Named Day delivery we cannot guarantee a precise delivery date for these gifts. However, in our experience, 90% of orders are delivered on time. Please also note that this is not a trackable royal mail service, so we will be unable to provide tracking information.
TRACKING AND SIGNATURE (FRESH FOOD HAMPERS)
See ‘Cheese and Fresh Foods’ section below. All our goods require a signature upon delivery.
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. 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 a replacement product.
‘NO QUIBBLE’ POLICY – DISTANCE SELLING REGULATIONS
We operate a ‘No Quibble’ policy for order cancellation. You are allowed a 14 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 14 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.
6. Please note the exceptions listed below.
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.
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. For fresh food hampers (which can include cheese, fish, meat and pates) 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. If you are purchasing a hamper that is part of our Christmas range the minimum shelf life will typically be 3rd January. Our shelf life promise is only guaranteed if the delivery of the hamper is successful on the carrier’s first attempt.
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. For special dietary hampers, suitable substitutions will be made.
All information included is correct as at the time that our brochure went to press but please be aware that in the event that a substitution is made, the nutritional and allergen summaries which accompany each hamper on our website may not reflect the true contents of the gift. If you have any concerns in relation to allergens or any other dietary requirements, please contact us prior to purchase on 01747 851515.
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 subject to VAT and therefore hampers may not incur standard VAT at the prevailing rate as the VAT is calculated on a weighted average basis.