1 Placing an Order
When placing an order with 123 Hampers (Prestige Gifting Ltd), via the website www.123-hampers.co.uk or by telephone,
you agree that you have read and understood all of the following terms and conditions.
IMPORTANT: Vouchers are not valid when checking out via Paypal.
1.1 Order cancellation
Orders may be canceled 48 hours prior to the specified date of delivery by emailing
[email protected] You will
need to include your order number as well as the reason for the order cancellation. Kindly note, once orders have been
printed, we are not able to cancel them due to the perishable nature of the product(s). We are not able to cancel orders
during peak events which may be processed four days before being dispatched. Once your order cancellation email is
received, we will confirm the cancellation via a reply email.
1.2 Order changes
1.2.1
We can make changes to an order provided we receive reasonable notice and prior to the order being dispatched.
Once the order is dispatched, we are no longer able to make any changes. For any and all changes, kindly call
our customer service team or email us the order number along with details regarding any changes. Products may be
returned and refunded provided they are returned within 30 days from the receipt. All refunds are made within 14
days of receiving the returned goods. Refunds will be processed within 3 – 4 working days.
1.3 Alcoholic gifts
1.3.1
Under the Licensing Act of 1964 (UK) and 1976 (Scotland), the Licensing (Northern Ireland) Order 1990, and
Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland), the legal age for the purchase or attempted
purchase of alcohol is 18 years. Any attempt to purchase intoxicating liquor is an offense.
1.3.2
All gifts that contain alcohol are distributed to permitted parts of the United Kingdom by a licensed third
party. For licensing and supplier details, contact our customer service centre at 0344 310 0123. Calls are
charged at your standard network rate.
2 Refunds
Given the perishable nature of the contents of many of our hamper gifts, all refunds and complaints will be
handled on a case by case basis. This does not in any way affect your statutory rights.
2.1
Kindly note that gift hampers can only be refunded, replaced, or returned if the complaint is made within 48
hours of the receipt. This complaint can be made via email or telephone. If the order arrives damaged or if the
order you receive is incorrect, we require notification within 48 hours.
2.1.1
Should any goods be disposed of without photographic evidence, any remedy will be at our discretion.
2.1.2
It is up to the sender to inform the recipient of the delivery of the gift item. If there are any perishables
left in a safe place at the courier's discretion, we are not liable thereafter for the receipt of the goods. We
always endeavour to redeliver goods that are returned. If, after the second delivery attempt, we are not able to
successfully deliver the hamper (through no fault of ours), we regret that we will not be able to offer a
refund. Any remedy will be at our discretion.
2.1.3
If we are unable to contact the recipient or customer, through no fault of our own, or if the customer does not
contact us, we cannot be held responsible for the non-delivery. If we have exhausted all possible methods to
complete the delivery and we cannot offer a refund or replacement, any remedy will be at our discretion. This
does not affect your statutory rights.
2.1.4
123 Hampers are not responsible for orders that are refused by the recipient. 123 Hampers will not offer any
refunds to the customer if the recipient, for any reason, does not accept the gift delivery.
2.1.5
For any items that are returned within the statutory cooling off period, the customer will bear the costs of
returning the item. If delivered goods are defective or damaged and we require them back, we will cover the
delivery/collection costs. This does not affect your statutory rights.
2.1.6
We are able to make a deduction refund for any diminution to the value of the returned item due to handling that
goes beyond the kind of handling deemed reasonable in a shop.
2.2 Vouchers
Vouchers issued by 123 Hampers bear no monetary value and may be subject to change. Vouchers can be revoked or
altered at any time at the discretion of the company. There is a minimum order value of £20.00 for use of
vouchers only. Vouchers used for any purchases below this value will not be accepted and no sum will be
deducted. There is a limit of 1 voucher redemption for each order. Vouchers can only be redeemed online at the
checkout stage and they cannot be used or telephone orders. Some vouchers have an expiration date. Kindly check
the voucher issued for further details. Expired vouchers will not be honoured.
Minor Errors
Should a small error in the order (like the wrong message card) occur, we do not offer a full refund since the
order itself was received in full. We operate on the basis of fair and reasonable business practices. This is
why our customer service team member will always ask to contact the recipient in order to apologise personally
for the error and read the recipient the correct message. Such errors are rare but, since our team is only
human, they can occur. We may also offer a gift voucher as an added token of our sincerest apologies.
4.1 Deliveries
We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all flowers, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date by Royal Mail or DPD for our International Flowers. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions please see our 100% Satisfaction Guarantee. Delivery days are 7 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated.
4.1.1
When purchasing from 123 Hampers (Prestige Gifting Ltd), you are not entering into a contract that guarantees
specific delivery times. We reserve the right to extend delivery times during peak times. If we are not able to
make the delivery on the specified date during peak times, but the order is later delivered, we are not liable
to offer a full refund. Any solution or compensation will be offered as per our discretion and this does not
affect your statutory right.
4.2
We always do our best to deliver your hamper order to the specified address on the order page. It is essential
that you complete the address and offer all the relevant details like a flat number, postal code, room number,
unit, street address, and the name of the town. For any areas that are difficult to access or reach, kindly
contact our customer service team and provide us with extra information to ensure that the gift is delivered. We
are not able to offer delivery to P.O. Boxes, airport terminals, or army bases.
4.2.2
The cut off times for deliveries are Monday to Friday 10pm, Saturday for Sunday delivery, 5pm, and 2pm Sunday
for all Monday deliveries. Exceptions apply – see section 9. For information regarding order cancellation, refer
to section 1.1.
4.2.3
Kindly note that some circumstances result in deliveries taking an extra working day for transit to Scotland,
Northern Ireland, Islands, and other areas that are difficult to reach.
4.3
Once you have placed your order, you will receive a confirmation email that includes all of your order details.
It is extremely important to read all of these details and let us know immediately if any information is
incorrect. If you do not see an email from us, kindly check your junk email folder. If you do not receive the
confirmation email, contact our helpful customer services team.
4.4
In the event of failed deliveries due to the provision of incomplete or incorrect shipping information
(including incorrect post codes), we are in no way liable. The customer is responsible for completing and
checking all of the purchase and delivery details.
4.5 Hospitals and Funerals
When ordering a hamper for a patient or staff member at a hospital, it is essential that you check with the
hospital prior to placing your order. Check the ward number and make sure that the patient has not been moved.
We are in no way responsible if the delivery is refused or cannot be made due to incorrect information. For any
funeral deliveries, we require notice at least 24 hours in advance. If the delivery is to be made to the funeral
home, we will require the full name of the deceased to avoid any confusion.
4.6 Delivery Confirmation
If the hamper is signed for at a house, hotel, reception, or hospital, this will act as proof that the order was
successfully delivered to the recipient.
Customer Care
Our professional customer service team always aim to provide the very best experience for every customer. Their
goal is to handle all enquiries effectively and efficiently. Our office hours are from 9am to 5pm Monday to
Friday. We extend our office hours during peak periods.
4.7 Royal Mail Guaranteed before 1 Special delivery
This service is charged at a premium rate at £9.99 and is available for Tuesday to Saturday Delivery when
ordered before 3pm.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas. Though
marketed before 1pm there are exceptions with this service.
We deliver by 5.30pm the next working day in the following postcode areas:
AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1
We deliver within two working days by 5.30pm to the following postcodes areas:
HS2
PA60 - 75, 78
ZE2, 3
We deliver within three working days by 5.30pm to the following postcode areas:
KW16 - non Town
KW17
PH30, 41 - 44
Saturday delivery
Some businesses won't accept Saturday deliveries, including:
banks
building societies
travel agents
jewellers
Post Office® branches
We can't guarantee Saturday delivery to Herm, Sark and Alderney
For non-delivery of your order please refer back to Section 4.1. In the event of non-delivery on the requested
date we will refund the delivery charge only.
This service is except for delivery pass users but can still be purchased at £9.99.
4.7 Apple Pay Tracking
When paying by apple pay - the tracking link may go to alternate apple email address
5.1 Equal Treatment
Our customer service team always treats every customer equally with the same level of respect and care. Should
any telephone call or email be received that is considered abusive or offensive, we will refrain from responding
and we may refer the matter to the relevant authorities. We reserve the right to cancel a customer account if we
have considered the client to have behaved inappropriately. Should any member of our staff fell abused or
threatened, the conversation will be terminated. We encourage calm communication so that our team can help you
without any unnecessary delays.
100% Satisfaction Guarantee
At 123 Hampers, we offer a 100% Satisfaction Guarantee. We always take every possible measure to ensure that all
of our customers are delighted by their orders and our service. Although we work tirelessly to achieve
perfection, we accept that mistakes can happen from time to time. We encourage our customers to let us know when
they are happy as well as if they are not happy. It is through your feedback that we can grow and improve. In
the event that you are in any way dissatisfied, our customer service team will do everything possible to turn
that frown upside down!
6.1
If, for whatever reason, you are not completely happy with your order, kindly contact us and let us know. We
always appreciate feedback – even that of the negative variety. You can reach us by calling 0344 310 0123 or you
are welcome to email our customer service department. No matter the problem, we will take the necessary steps to
ensure your satisfaction once again.
6.1.1
Our 100% satisfaction guarantee only applies to the aspects of our business that are directly under our control.
It does not cover any actions of third parties.
6.1.2
Our 100% satisfaction guarantee does not apply to matters that are not directly under our control such as an
incorrect or incomplete delivery address provided by the customer, if the delivery is refused by the recipient
or business, if several unsuccessful delivery attempts have been made, transit delays, if we are unable to
deliver due to missing information from the customer. Kindly note that once the hamper is dispatched for
delivery, we are not able to make any changes to the order.
6.1.3
If, in the unfortunate event that the delivery is not completed on the date selected, kindly contact our
customer service team to review your order.
6.1.4
If, in the unfortunate event that your hamper is delivered later (over 3 working days) than the delivery date
selected, 123 Hampers will refund the delivery cost to you. In some areas an additional working day is required
for transit . These include remote areas like the Channel Islands, Jersey, Shetland Islands, The Isle of Man,
further parts of Wales and Scotland, the Isle of Sky, and other UK islands. Deliveries might be early during
peak times in order to ensure that your order is delivered.
6.1.5
If the hamper arrives in a poor state, we will send out a replacement hamper. Kindly note that some hampers
include perishables and these items need to be stored appropriately in order to prevent spoilage.
6.1.6
If, for whatever reason, we are not able to fulfil your order, we will offer a full refund or we will redeliver
the hamper at a later date and upgrade it to a greater value at no extra cost to you.
6.1.7
In some cases products might be substituted due to availability. If any products are substituted, we will only
ever provide you with products of equal or greater value.
6.1.8
Kindly note that if any products include balloons, these balloons are matched to suit the occasion. Balloons are
subject to availability and the design and colour may vary. We do, however always ensure that a suitable balloon
is included. All balloons are of equal value except for the 4.5” balloon charged at £4.99. Our displays of
occasional balloons are strictly for illustration purposes.
Balloons are dispatched before and on Monday to Friday 7pm, Saturday 5pm for Sunday delivery and Sunday 2pm for
Monday delivery. Orders with balloons included and that are received after 7pm from Monday to Friday for next
day delivery might not be delivered until the following working day.
*The Valentine's bundle stick balloon is guaranteed to be a Valentine-themed balloon but may vary in
design.
* The Mother's Day bundle stick balloon is guaranteed to be a Mother's Day themed balloon but may vary in
design.
6.1.8.1
Helium balloons are sold and dispatched separately by Royal Mail. All balloons are subject to availability and
the colour and design may vary but we will always make sure that a suitable balloon is delivered. All balloons
are of equal value except for the 4.5” balloon charged at £4.99. If, for whatever reason, the design you ordered
is not available, we will ensure that a suitable substitute is delivered.
6.1.9
Our occasional cakes are suitable for Vegetarians and they are all handmade. Our cakes contain alcohol. Kindly
note that cake icing designs are matched to specific occasions based on when the order is placed. All of our
cake designs are subject to availability, design, and colour. We do, however, always ensure that a suitable cake
is delivered. The size of the box is 7.5cm x 7.5c, with a depth of 4.5cm.
6.1.10
In the rare chance of human error that results in the wrong hamper being delivered, we will refund the
difference in price between the two hampers. We may award a voucher for future use. Any additional award is at
our discretion. This does not affect your statutory right.
6.1.11
Should human error result in the omission of any products, we will refund the amount paid for this item only.
Any further remedies will be at our discretion.
7.
If, for any reason, the gift delivered is not suitable for the occasion, we will send the correct gift to the
recipient. This does not apply to any hampers that contain items that have been substituted due to
availability.
7.1
We require 48 hours notice should there be any problem with your order. Free items are a guarantee but we must
be notified within 48 hours if your item is missing. We will send the free item out at earliest availability.
All compensation for order problems will be in the form of a partial or full refund against the original amount.
Our office hours are Mon-Fri 9am to 10pm, Sat 9am - 5pm. Any correspondence will be handled within this period
of time.
8 Fraud
Should we believe that any order is of a fraudulent nature, we reserve the right to cancel and refund the
order.
9
Our cut off time for next day deliveries is 10pm
*Exceptions* For UK next day delivered products Monday to Saturday (Mon to Sat deliveries via Royal Mail Tracked
24, DPD Next Day). Sunday deliveries by DPD via a tracked 24 service. The cut off for Sunday delivery is 5pm on
Saturday. Orders received after this time may not be despatched in time and this means that they may be sent the
next day. If we do not receive a response, we will deliver your order on the following working day. Next day
delivery is not guaranteed as these orders are fulfilled by a third party courier.
*We recommend ordering before 4pm if you require deliery to the following areas:
HS,KW,IV,PH,AB,DD,KY,FK,PA,EH,ML,KA,DG,TD,NE,CA,DH,SR,TS,DL,BT,LD,SA,CF,NP,EX,PL,TQ,TR,IOM,ZE,KW. We are not
able to guarantee next day delivery in these areas.
Our cut off for Sunday delivery is 5pm on the Saturday prior *(*exceptions) for UK next day delivered
products.
Our cut off for Monday delivery is 2pm on the Sunday prior*(*exceptions) for UK next day delivered
products.
*We recommend ordering before 2pm Sunday for Monday delivery if you require delivery to one of the following
areas: HS,KW,IV,PH,AB,DD,KY,FK,PA,EH,ML,KA,DG,TD,NE,CA,DH,SR,TS,DL,BT,LD,SA,CF,NP,EX,PL,TQ,TR,IOM,ZE,KW. We are
not able to guarantee next day delivery in these areas.
9.1 Hamper and Gift Cut off times
123 Hampers
Deliveries on select products are available 7 days a week.
Product codes beginning FH are available 7 days a week.
The cut off Monday to Friday for next day delivery is 10pm. 5pm Saturday for Sunday delivery and 2pm Sunday for
Monday Delivery.
Deliveries are made VIA Royal Mail Monday to Saturday and Sunday deliveries are delivered via DPD.
Premium Sunday deliveries are charged at £5.95
Monday to Saturday Deliveries offered free of charge.
All deliveries are delivered via a fully tracked service. You will be sent tracking information on completion of
your order.
Product codes beginning PH and WINE are available 6 days a week Monday to Saturday free of charge.
The cut of for next day for these products is 2pm.
We are unable to offer Sunday delivery on such products.
Important Delivery Details: We cannot always guarantee a specific delivery date. However, we always do
everything in our power to make the delivery on the selected date by ensuring that all products are sent by
using a 24-hour delivery service the day before the selected date. Should your product not be delivered on the
specified date, we cannot offer any refund unless an additional fee was paid for Sunday day delivery. For
exceptions, please refer to our 100% Satisfaction Guarantee. Select products are delivered 7 days a week except
for bank and public holidays. Any orders that are scheduled to be delivered on a bank holiday may be delivered
the following working day unless stated otherwise. Next day deliveries are sent via Royal Mail and DPD. Sunday
deliveries are sent via DPD. Larger gift and hamper deliveries may require an additional working day for
delivery.
For more information regarding deliveries, please refer to our Terms and Conditions.
Deliveries throughout the UK delivered free of charge except for Sundays per item.
10 Clearpay payment options
Full Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your
purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel
Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a
£6 late fee for each late instalment and a further £6 if it’s still unpaid 7 days later. Late fees are capped at
£6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may
affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency.
Condensed Clearpay is credit. T&Cs & late fees apply clearpay.co.uk/terms
11 Complaints Policy
11.1 Our Responsibilities
11.1.1 To provide an efficient, fair, and structured mechanism for handling complaints.
11.1.2 To provide our customers with access to the complaints handling process, including those customers with
disabilities and special needs.
11.1.3 To keep customers informed as to the progress of their complaint and the expected time frame for
resolution.
11.1.4 To review our complaints quarterly so that we can improve our standard of customer service.
11.2 Handling Your Complaint
11.2.1 Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business
days.
11.2.2 We will keep you informed of the progress of your complaint, proposed actions, and the expected time
frame for resolution.
11.2.3 Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5
calendar days.
11.2.4 Complex complaints may take longer than 5 calendar days to resolve. In these cases, we will regularly
update you on the progress and likely time frame for resolution.
11.2.5 We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise
you in writing.
11.3 Escalation
11.3.1 Please call or email our customer service if you have any complaints. We'll do our best to fix any
problems you may be having with our service as soon as possible.
11.3.2 If you are not satisfied with the response tendered to you, you may ask Customer Service to escalate your
complaint to senior management directly. If so, we will try to make a senior management representative available
to address the complaint as soon as possible (depending on availability).
11.3.3 When your complaint is resolved, we will confirm this with you within 5 business days. If your complaint
is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your
complaint to your card provider.
11.4 Statutory Rights
This procedure does not affect your statutory rights.
Extra Delivery Information
We kindly request that the sender ensures that the recipient is available to accept the delivery on the selected
date. We are happy to help check the correct details of an address. Please get in touch for assistance.
Should the incorrect or incomplete delivery details be provided or if the delivery is refused we cannot be
liable for non-delivery we cannot be liable for late or non-delivery. Once the delivery has been dispatched, we
are not able to amend the delivery details. Products can be delivered until 10pm on the selected date. Kindly
note that some areas of the UK require an additional day for transit although this is rare. If this is the case,
we are unable to offer refunds. Notably Highlands, Islands and further reach areas of the UK can take an
additional day in transit.
For any ordering queries contact our advisors (Mon to Fri 9am-5pm) by calling 0344 310 0123 or email
[email protected]
Prestige Gifting Ltd
E Mill
Dean Clough
Halifax
HX3 5AX
Company registration: 5778485
VAT Registration: 124115363
UK 0344 310 0123
