Terms & Conditions

THE NEW FOREST HAMPER COMPANY LTD

 TERMS & CONDITIONS

 

Bespoke Hampers
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 invoice. We do not currently accept telephone payments.

You can pay by Access, Mastercard, Visa and Switch, Delta and American Express via our Stripe online payment system.  This system also accepts many overseas cards. We regret we are unable to accept payment by Solo / Electron.  We also accept payment via cheque and BACs.

Payment is taken through Stripe on this website, and is collected by HSBC.

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.

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 The New Forest Hamper Company 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 100 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 APPLICATIONS

Credit terms are available by application for large corporate orders. Our terms of payment are 30 days from invoice date.

DELIVERY

UK DELIVERY OPTIONS AND SURCHARGES

Orders received and paid for in full by 09.30 (GMT) Monday to Thursday can be despatched same day for Next Day delivery almost anywhere in mainland UK and may be subject to a surcharge. See our Delivery Policy for specific location options, timings and surcharges.

Orders received by 09.00 (GMT) on a Friday will be despatched the following Monday for delivery the following Tuesday (Excluding Bank Holidays) almost anywhere in mainland UK and may be subject to a surcharge. See our Delivery Policy for specific location options, timings and surcharges.

We do offer a Saturday and Sunday delivery service subject to a surcharge. See our Delivery Policy.  Orders received by 09.00 (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 our Delivery Policy for specific location options, timings and surcharges.

FRESH FOOD

Fresh Food can only be delivered to mainland UK locations on a Tuesday through to Friday (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 our Delivery Policy for options and relevant surcharges.

EUROPEAN AND OVERSEAS DELIVERIES

We do not deliver our hampers and gifts to Europe and worldwide destinations currently.

BFPO DELIVERIES

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.

PO BOXES

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 our Delivery Policy 

TRACKING AND SIGNATURE (NON-FRESH FOOD)

All our goods require a signature upon delivery. 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 the location 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 the situation in which 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).

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.

PRODUCT AVAILABILITY
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.

ORDER CANCELLATION
‘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 to our Registered Address or email info@newforesthampercompany.com) 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.

RETURNS & REFUNDS

EXCEPTIONS
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.

Additionally, we will review our cancellation and returns policy on a case-by-case basis for all orders of empty boxes and baskets.

DAMAGED OR DEFECTIVE HAMPERS

If you or your recipient have received a damaged or defective hamper or if we have made a mistake with your order the following terms apply:

1.    You notify us within 48 hours of receipt via phone on 01590 644513 or via email to info@newforesthampercompany.com
2.    If required we will refund the cost of the hamper in full or we will replace the hamper. If the same hamper is not available we will replace with a hamper of equal or higher value.

3.    You will not be charged for the collection of your item nor for the delivery of a replacement hamper.

4.    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.

5.    If you arrange for us to collect an item from you or your recipient which, after being assessed by our hamper quality control department is not deemed to be damaged or defective, please note that we reserve the right to deduct the cost of collection from your refund.

6.    The above cost of collecting an item will be equal to its original, published delivery charge, including any applicable ‘out of area’ surcharges. This will exclude any special offers or discounts which have been applied to the delivery charge at the time of purchase.

DELIVERY DELAYS
We are not responsible for late delivery of any hampers or gift due to:
1. Adverse weather conditions
2. Incomplete or incorrect delivery addresses
3. Any other causes beyond our reasonable control


MISSING HAMPERS

  • ALL YEAR ROUND (DELIVERIES DUE BETWEEN 1ST JAN AND 30TH SEPTEMBER)
    All claims for lost parcels must be made within 14 days of the anticipated delivery date. We cannot guarantee that claims made after this time will be refunded or replaced.
  • CHRISTMAS (DELIVERIES DUE BETWEEN 1ST OCTOBER AND 31ST DECEMBER)
    All claims for lost parcels must be made by Friday 22nd January 2021. We cannot guarantee that claims made after this time will be refunded or replaced.

FRESH FOOD
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.

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.

ALLERGENS
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 01590 644513

Any 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 according to contents.

PERSONALISED MESSAGES

Each hamper is clearly labelled with the recipient's address on the outer cardboard box. We advise all our customers to include a message on the gift hamper either via a printed gift tag, wood gift tag or greetings card, so that the recipients know who has sent them a gift, as we don’t include details of the ordering customer anywhere else.  This means that messages are never accidentally left out, as completing the message is a part of the order process that cannot be bypassed.

PROMOTIONAL VOUCHERS
We run a range of promotions throughout the year, which you may have received a voucher code for. Only one voucher code can be redeemed against a single order. We regret that we are unable to retrospectively apply voucher codes to previous orders.

Promotional vouchers and discount codes cannot be used in conjunction with any other offers or affiliate commission and cashback schemes.

NON-PERISHABLE WARRANTIES
In addition to manufacturers' warranties we will offer a full refund or replace, free of charge, any item of hardware which, through manufacturing defect, becomes unusable within 12 months of delivery. Contact us at the address at the foot of this page. For obvious reasons this offer excludes food items.

COPYRIGHT
All photographs, copy, images, graphics contained within this website are the wholly owned property of The New Forest Hamper Company Ltd. Any parties found to be using or copying any element of this website without permission including our products or product descriptions will be deemed to be infringing our copyright.

AFFILIATES & THIRD PARTIES
All affiliates, appointed re-sellers, agents and third parties of The New Forest Hamper Company Ltd., will be supplied with their own version of product description copy. Affiliates must not duplicate any product description copy from this website. We perform regular internet duplication tests to ensure that our website copy is not duplicated.

PRODUCT PRICING
We cannot guarantee that the price of our products will be the same as that used by our affiliates, appointed re-sellers, agents or third parties.

COMPLAINTS
PRODUCT COMPLAINTS
We take product complaints very seriously. In the first instance please submit your product complaint to us at info@newforesthampercompany.com or call us on 01590 644513.  We will respond to you within one working day at the latest. We are not liable for third party product issues that are deemed to be beyond our control.

DELIVERY COMPLAINTS
Customer service issues will be acknowledged within one working day of receipt. We will keep in close touch with you, advising of our progress in trying to resolve any issues as quickly as possible.

LAW
These terms and conditions do not affect your Statutory Rights.

These terms and conditions will be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

COMPANY INFORMATION
The New Forest Hamper Company is a trading name of The New Forest Hamper Company Ltd. whose registered office is and trading address is:  Unit 10, Laundry Lane, Milford on Sea HANTS SO41 0WJ. The company registration number is 10497781 and the VAT registration number is 322 559 115.

 

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