Terms of service
1. Bespoke Hampers
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Orders containing the following items cannot be refunded once delivered (including postage & packaging):
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Fresh food gifts (cheese, clotted cream, meats, etc.)
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Personalised or branded goods
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Bespoke/customised hampers
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Once we receive your written order, we purchase components for your hamper, so cancellation is not possible.
2. Orders and Payment
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Orders can be placed via website, email, or phone.
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Payment methods accepted: Mastercard, Visa, Switch, Delta, American Express, and many overseas cards via Shopify.
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BACs payments are accepted; cheque payments accepted occasionally.
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Telephone/remote payments are not accepted.
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Payment is secured via industry-standard SSL encryption; credit card details are not stored by The New Forest Hamper Company (fully PCI compliant).
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Orders can be placed up to 60 days in advance, with prices held at the time of order.
Attempting to purchase with stolen cards or false details will result in account termination and reporting of fraudulent activity.
3. Credit Applications
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Available for large corporate orders by application.
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Terms: 30 days from invoice date.
4. Delivery (UK)
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Refer to our Delivery Policy for specific timings, locations, and surcharges.
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Orders must be paid in full by the stated cut-off times for Next Day or Saturday delivery.
5. Fresh Food
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Delivery only to mainland UK, Tuesday–Saturday; no Monday deliveries.
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Recipient must be available to receive fresh food; hampers require signature.
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All fresh foods must be opened and refrigerated within 12 hours of receipt.
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Fresh food is not sent to Highlands, Islands, or overseas due to transit limitations.
6. Allergens
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Each product clearly lists allergens, following UK Food Standards Agency 14-allergen list:
celery, cereals containing gluten, crustaceans, eggs, fish, lupin, milk, molluscs, mustard, peanuts, sesame, soybeans, sulphur dioxide/sulphites (>10ppm), tree nuts. -
Customers are responsible for checking recipient allergen/dietary needs.
7. Mainland UK & Remote Deliveries
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Full delivery service available; Highlands, Islands, and Isle of Wight have additional charges.
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For postcode-specific surcharges, see Delivery Policy.
8. European & Overseas Deliveries
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Not available due to regulatory restrictions on food and alcohol items.
9. BFPO & PO Boxes
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Deliveries cannot be made to BFPO addresses or PO Boxes.
10. Weekends & Bank Holidays
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No deliveries on UK Bank Holidays.
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Saturday delivery available (see Delivery Policy).
11. Tracking & Signatures
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All hampers require signature on delivery.
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Tracking notifications sent via email or SMS.
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Options include safe place delivery, neighbour delivery, or rescheduled delivery (fresh food hampers require signature only).
12. Redirection of Goods
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Ensure correct address/postcode at checkout.
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Additional charges apply for redirection or re-delivery.
13. Product Availability & Substitutions
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Orders are subject to availability.
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We may substitute items of equal or higher value in case of supply difficulties.
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Special dietary hampers: substitutions are suitable for dietary requirements.
14. Order Cancellation – ‘No Quibble’ Policy
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14-day cooling-off period from date of delivery for cancellations.
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Refund includes product cost + delivery charges, provided:
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Cancellation notified in writing (email or letter) within 14 days
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Goods remain unused and unopened
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Goods are available for collection by our carrier within 21 days
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Exceptions: Fresh food, bespoke hampers, personalised items, or goods past best-before/use-by dates
15. Damaged or Defective Hampers
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Notify within 48 hours via phone (01590 718181) or email (info@newforesthampercompany.com)
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Replacement or refund provided; replacement of equal or higher value if original unavailable
- Collection and delivery free of charge
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If item is not defective, collection cost may be deducted from refund
- Exceptions: Fresh food, bespoke hampers, personalised items, or goods past best-before/use-by dates
16. Delivery Delays
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Not responsible for delays caused by:
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Adverse weather
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Incorrect/incomplete addresses
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Other uncontrollable factors
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17. Missing Hampers
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Claims:
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Jan–Oct: within 14 days
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Nov–Dec (Christmas): by 16th January
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Delayed claims may not be refunded or replaced
18. Wines & Spirits
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Minimum age to order: 18 years
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It is illegal to sell alcohol to anyone under 18
19. Product Shelf Life
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Ambient hampers: minimum 14 days from earliest product date
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Fresh food hampers: minimum 5 days
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Christmas hampers: typically until first week of January
20. Allergen & Dietary Responsibility
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Customer is responsible for checking recipient dietary needs
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Contact us if you have any concerns prior to purchase
21. VAT & Duty
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Prices include VAT at prevailing rates and where relevant
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Hampers may include items not subject to VAT; VAT is calculated on a weighted average basis
22. Personalised Messages
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Recommended to include printed gift tag or greetings card
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Customer details are not included on gift messages
23. Promotional Vouchers
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One voucher per order
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Cannot be applied retrospectively
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Cannot combine with other offers, affiliate commissions, or cashback schemes
24. Non-Perishable Warranties
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12-month replacement/refund for manufacturing defects (excludes food items)
25. Copyright
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All website content is owned by The New Forest Hamper Company Ltd
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No duplication allowed without permission
26. Affiliates & Third Parties
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Affiliates receive their own product description copy
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Duplication from our website is prohibited
27. Complaints
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Product complaints: info@newforesthampercompany.com or 01590 718181 (response within 1 working day)
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Delivery complaints: acknowledged within 1 working day
28. Law
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Governed by English law
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Submit to exclusive jurisdiction of English courts
29. Company Information
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Trading Name: The New Forest Hamper Company Ltd
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Registered Office & Trading Address: The Estate Office, Station Road, Sway, HANTS SO41 6AA
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Company Number: 10497781
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VAT Number: 322 559 115
