Delivery & Returns
Terms and Conditions
At Top Hampers, we’re committed to ensuring your gifts reach their destinations across the UK efficiently. We select our delivery partners based on reliability, aiming to deliver your hampers on time and in excellent condition.
Delivery Options for the UK (Including Highlands and Islands)
Standard Delivery: Your hamper will arrive within 2-3 working days (Monday to Saturday) for orders placed by 4 pm. This service costs £5.99, or it’s free for orders over £50.
Next Day and Chosen Date Delivery: Choose to have your delivery on a specific day (Monday to Friday) for £5.99. For those who need an early delivery, we offer a pre-12pm option for £10.99 (Monday to Friday).
Weekend Delivery: We offer Saturday or Sunday delivery across mainland UK for £6.99. Make sure to place your order by 1pm on Saturday for Sunday delivery.
Remote Areas: Deliveries to specific postcodes such as the Northern Highlands, Scottish Islands, and Isle of Man will take around two days, with a £10 charge. Free delivery does not cover these areas. You’ll see your delivery options once you enter your postcode at checkout.
Per Hamper Charge: For named day and weekend delivery options, the charge is applied to each hamper.
Post-Bank Holiday Deliveries: If you’ve chosen a Monday or Tuesday delivery following a bank holiday, we’ll dispatch it on Saturday to ensure it arrives on time, which means it could arrive on Sunday. We’ll confirm the delivery date in your confirmation email.
Please note, delivery schedules around bank holidays and Christmas may come with different charges. We’re unable to deliver to PO Boxes or BFPO addresses.
We or our courier might need someone of the appropriate age to receive the delivery of the goods.
Exclusive Offer for Relevant Members: For those who’ve signed up as relevant members, we offer free and unlimited delivery to the UK, Highlands, and remote areas, as a token of our appreciation for your loyalty.
While DPD is our usual courier, depending on the location, we might occasionally use Evri. Rest assured, we’re dedicated to delivering your thoughtful gifts efficiently and without any fuss.
When sending a gift to places like hospitals, universities, colleges, military bases, or work addresses, please remember that the courier’s obligation is to deliver to the specified address, not directly to the recipient within the premises. As such, we cannot take responsibility for any delays that might occur once the delivery reaches its destination.
If you’re brightening someone’s day with a gift to a hospital, adding the ward name/number or department helps ensure the package is directed internally to the right place. However, please note we’re unable to make hospital deliveries on Saturdays.
Before ordering a delivery to a hospital, it’s crucial to confirm that the hospital permits food and drink deliveries to the ward and to double-check all the delivery details are accurate. This precaution helps avoid any disappointment caused by hospital policies or delivery errors.
For those sending gifts to someone in a block of flats, please be aware that the courier needs access to the building to deliver the parcel or to leave a notification card.
Deliveries from TopHampers.com are organised from our Cheshire head office and are scheduled to arrive on your chosen day. However, there might be times when your order arrives a day earlier or later. Despite our best efforts, unforeseen circumstances can sometimes lead to a missed delivery date.
We understand the importance of timely deliveries, especially for special occasions. To mitigate the risk of late arrival, we recommend selecting a delivery date one day earlier than needed. This approach accounts for any unexpected delays or issues, such as the recipient being unavailable at the time of delivery. Additionally, upon request at checkout, we can add a ‘do not open until’ message on the delivery box to preserve the surprise for the intended day.
If the recipient is not available when our courier partners try to deliver, they will either leave the hamper with a neighbour or in a designated safe spot, if it’s feasible and secure. If neither option is suitable, they will attempt to redeliver. Regardless, the recipient will be informed via a notification about the missed delivery and the next steps.
Should the first delivery attempt be unsuccessful, our couriers will try to deliver the hamper again. If a further attempt fails (possibly two further attempts depending on the courier), the hamper will be returned to us at Top Hampers, and a re-delivery administration fee per gift may be charged. Obviously we all wish to avoid this and so to increase the likelihood of a successful delivery, you can provide the recipient’s mobile number at checkout. This way, they can receive timely updates about their parcel’s delivery status. For smoother delivery, providing the recipient’s mobile number can be incredibly beneficial. It enhances the process by enabling delivery notifications and swiftly resolving any potential delivery hiccups. It’s not uncommon for delivery drivers to face challenges finding addresses, particularly in newly developed or remote areas where postcodes might not pinpoint the exact delivery location.
We’ve found that the chance of achieving a successful first-time delivery significantly improves when the delivery driver has a contact number. This is often used only as a last resort, minimising any risk of ruining the surprise. This small step can make a big difference in ensuring your hamper arrives as intended, without delay.However, if you prefer to give your own mobile number for updates, to manage delivery attempts more effectively, then this is fine too and will hopefully avoid an inability to deliver.
Returns
Top Hampers Satisfaction and Returns Policy:
At Top Hampers, all purchases made through our website are protected by a 14-day satisfaction guarantee. If you wish to return a hamper for any reason, please notify us within 14 days of its delivery. For returns where the hamper is not faulty, it should be in its unused, unopened state with the original packaging intact. Returns can be made either through our designated return service or at your own expense.
Please note, Top Hampers cannot offer refunds or exchanges for issues beyond our control, such as damage or neglect after delivery, or incorrect storage of goods.
To initiate a return, contact our customer service promptly within the 14-day window, providing details in writing including your order and hamper numbers, along with the return reason. Ensure the returned hamper is securely packaged with all included items.
Upon receiving your return, we’ll inspect the items and process any approved refunds, credits, or exchanges within 14 days. For non-faulty items returned using our service, the refund will be the purchase price minus an administration fee covering return delivery and processing costs, including VAT. Faulty items will be refunded in full without an administration charge.
Cancellation requests made before dispatch may incur an administration fee for costs incurred. Orders cancelled post-dispatch must be returned as per our guidelines.
Exceptions: The following items are exempt from our return policy unless faulty:
- – Perishable goods (e.g., flowers, fresh food)
- – Personalised or branded items
- – Bespoke hampers, including those made to order or customised by our sales team
For hampers delivered damaged or with defective contents, report the issue to our customer service within 48 hours of delivery. We will arrange for a replacement of the same or higher value. If a replacement isn’t needed, a refund may be offered, subject to our right to inspect the returned item using our return service.
We hope that this policy ensures that your experience with Top Hampers remains positive and straightforward, with customer satisfaction at the forefront.
