Shipping & Returns
The Highlands Hamper Company accepts payment via credit card.
All hampers to the value of $75 and over have FREE Australia wide shipping(includes tracking and insurance). Delivery is to a street address only - no PO Boxes.
- Please note: we will be closed between 5pm December 21st 2018 and reopen for business on Monday 7th January 2019
- Last day to order for Southern Highlands delivery is Monday 17th December and last delivery day is Saturday Dec 22nd
Mittagong/Bowral CBD same day delivery (Monday-Friday) - place your order by 10am and it will be delivered between 3-6pm that afternoon (large or custom orders will require additional time to pack and deliver) The Highland Hamper Company team undertake these deliveries so special requests are welcome. Please ring or text 0418 289 525 to confirm.
- Southern Highlands-usually 1-2 business days. Rural deliveries will take longer (we can deliver on weekends by special arrangement only).
- Sydney/Wollongong- usually 1-2 business days.
- NSW, ACT, QLD, VIC metro- usually 1-3 business days.
- SA and TAS metro- usually 3-5 business days.
- WA, NT metro- usually 5-8 business days.
- Regional Australia- usually an additional 2-3 days on metro estimates. For some regional locations delivery is made to the nearest post office.
AUTHORITY TO LEAVE
The option to leave the gift hamper if no one is home can be chosen at the checkout. If you know the location is secure and are confident the recipient will be home soon you may choose to select an authority to leave. When The Highland Hamper Company is undertaking local southern highland deliveries we can coordinate the delivery with the recipient and check in to make sure the hamper was received. When sending hampers with a courier, we cannot accept responsibility or liability on the rare occasion that a hamper is lost or stolen after an authority to leave is given. The courier will record a successful delivery and all insurance on the hamper will be void. We recommend that a signature is obtained by the recipient or their nominee. Choosing a business address is highly recommended. Please ensure the business hasn’t closed for the holiday period and/or the courier will have access from the security personnel who monitor the building. If no one is available to sign or receive the hamper at a home or business address the courier will do one of the following:
- Leave a card with instructions on how to arrange redelivery.
- Leave a card advising the recipient that the parcel has been taken to the nearest participating agent for pickup.
- Leave a card advising the recipient that the parcel has been taken to the nearest post office for pickup (common in regional areas).
- Call the recipient for an alternative delivery address or time.
Redelivery fees may apply for any deliveries that need to re attempted. Change of delivery address will incur additional fees. Changing the delivery address late in December to try to speed up the delivery time frame often doesn’t work as these requests take days to process at this busy time of year. For example if you send the hamper to the recipient’s workplace and then realise they have left early for the holiday break, redirecting to their home address will probably take approximately 14 days or up until mid January. The reason for this is because of the public holidays and the huge backlog of deliveries. If you are unsure how to proceed please email us at firstname.lastname@example.org with your order number and information. Please note: we will be closed between 5pm December 21st 2018 and reopen for business on Monday 7th January 2019.
From time to time a delivery delay may occur due to circumstances beyond our control. Access to certain areas of Australia may be restricted due to a weather event, road closure, bushfire etc… or the address we have been given is incorrect. We can take no responsibility for these delays however we do understand your disappointment at the delivery not being made in a timely manner. We will endeavour to contact you and inform you of the delay. We are very happy to ring the recipient and advise them of the delay and apologise for any inconvenience caused if you so wish. From our experience it is important that the recipient knows that a gift is on its way and they have been remembered on a particular date of importance to them. Of course we always await your decision on this matter.
RETURNS, CANCELLATIONS and REFUNDS
If you have any concerns or queries regarding a hamper you have sent or received please call or text 0418 289 525 or email email@example.com In the event that your hamper or its contents arrived damaged or faulty, we will happily replace, exchange or issue a credit depending on the extent of the damage. If an authority to leave has been given unfortunately the insurance is void. We will require photos so that we can better understand the extent of the damage or faulty products. Please contact us as soon as possible as we only have a limited time frame to lodge an insurance claim. A txt message with an attached photo is ideal or an email. If it is necessary for the product to be sent back to us due to damage or being faulty, we will arrange and cover the cost incurred with the return delivery. We will not be able to replace, exchange or issue a credit for any product that has been received and signed for after 7 days. Please note that refunds will be credited back to the original credit card or Paypal account used to purchase the hamper. This process may take several days. Orders cannot be cancelled once they have been prepared and are with our couriers for delivery.
INCORRECT DELIVERY ADDRESS
All care is taken to correctly address our gift hampers and to make sure the gift card message is written correctly without spelling mistakes. Two team members check all orders and addresses are correct before dispatch. If an address looks incomplete or inaccurate we will contact you to check for any corrections before dispatch. If we have made the delivery address mistake we will take responsibility for the replacement and/or redelivery. If you have made the error and given us incorrect information an additional delivery fee will need to be charged to complete the gift delivery. If we cannot trace or retrieve the hamper , another hamper will need to purchased by you to replace the lost hamper.