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| We pride ourselves on customer service and are only too happy to help whatever the nature of your enquiry. We do however ask that customers review our "frequently asked questions" (see right) before contacting us, as many of the most commonly asked questions have already been answered. If you need further help in resolving your enquiry, click here to contact us. |
| 01. Will my hamper or gift be delivered with a message?
02. Is there a limit to how long my message can be?
03. Can I send an order anonymously?
04. I have forgotten my password - what should I do?
05. How will I be reminded of my password?
06. How long will it take to receive a reminder of my password?
07. I requested a password reminder but have not received anything?
08. Can I place an order for delivery some time in the future?
09. I have received a voucher or offer code - how do I apply this to my order?
10. Can I place my order over the telephone?
11. How can I cancel and order?
12. How do I amend an order?
13. I have been issued a refund. When will this show on my statement?
14. What should I do if my credit card payment fails?
15. Can I specify a time for my order to be delivered?
16. How will my order be delivered?
17. What if the recipient isn't available to receive the delivery?
18. Can I send a hamper to be delivered at weekend?
19. Can I send a gift anonymously, without the recipient knowing who from?
20. How much does delivery cost?
21. Can I place an order for delivery to multiple addresses?
22. What is the latest I can order for next day delivery?
23. Do I need to make any special considerations for deliveries to hospitals?
24. Do you deliver internationally?
25. Are there any other restrictions on delivery?
26. My order says "not yet shipped" - what is going on?
27. My hamper or gift does not appear to have been delivered?
Contact ihampers 
What is your postal address?
ihampers HQ
Colonial House
Mercury Rise
Altham Business Park
Altham
Lancashire
BB5 5YE
What is your email address?
For sales and customer service, please email help@ihampers.co.uk.
What is your telephone number?
Please contact us via email for a fast and efficient response. If you are a corporate customer and have an enquiry regarding partnership or licensing, please send an email addressed to our business development managers for an immediate response (or request a call back) - the address to use is info@ihampers.co.uk. Please include your full name, and your company name, along with any reference numbers.
How do I contact your admin and accounts department?
ihampers Accounts
First Floor
Colonial House
Mercury Rise
Altham Business Park
Altham
Lancashire
BB5 5YE
Who do I contact to place a telephone order?
As an online company, we do not operate a traditional “call centre” or telephone ordering facility. We politely ask that customers place their orders via the website and where necessary contact us via email for a fast and efficient response. Inbound calls are reserved for business development and licensing enquiries. Any calls which result in an order being taken over the telephone will be liable for an additional telephone ordering surcharge.
About ihampers
To download our Christmas 2009 brochure please click here.
You must have Adobe Reader installed to view the brochure, which is preinstalled on most computers. If necessary, please click here to download the software. This is only required if you do not already have Adobe Reader installed. Alternatively, you can select your own download via the official Adobe website: www.adobe.com.
If upon trying to view the brochure your computer asks you to "choose a program from a list" (and Adobe Reader is not an option), you must download the program as detailed above. If you have installed Adobe Reader and are still having problems, please open the program and refer to the "help" files. |
1. Will my hamper or gift be delivered with a message?
Yes, when placing an order you will be given the option to include a message with your gift. You will be asked for your message during the checkout process.
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2. Is there a limit to how long my message can be?
We politely ask that all messages are below 255 characters, to ensure that they fit neatly on our message cards.
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3. Can I send an order anonymously?
We respect the privacy of our customers. We will only ever disclose the contents of the message card to the recipient. If you do not include your name on the card (which can be even be left completely blank if you wish), the recipient will not know who the hamper or gift is from. If the recipient should contact us to enquire, please rest assured that we will not disclose your personal details and will reiterate to the customer that we can only disclose the contents of the customer specified message card, if any.
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4. I have forgotten my password - what should I do?
When required to enter your password, you will also be able to request a password reminder. Please look for the "forgotten password" or "password reminder" link whenever you are required to log in.
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5. How will I be reminded of my password?
Your password will be emailed to you, at the address used to create your account. If you have changed your email address, please set up a new account.
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6. How long will it take to receive a reminder of my password?
Passwords reminders are sent out straight away and are usually received instantly. Any delay in receiving your password will usually be due to issues with your email provider.
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7. I requested a password reminder but have not received anything?
This may be due to technical problems with your email provider. If after a couple of hours, you have still not received your password, please request another reminder. Be sure to double check your email address. It may also be wise to check your junk folders, as your password may inadvertedly have been sorted into her. As a last resort, having not received your password, please special to your email service provider.
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8. Can I place an order for delivery some time in the future?
Yes, you can order up to 12 months in advance if you wish.
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9. I have received a voucher or offer code - how do I apply this to my order?
You will be given a chance to add this voucher code to your order on the "shopping cart" page, before proceeding with payment.
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10 .Can I place my order over the telephone?
As an online company, we do not operate a traditional “call centre” or telephone ordering facility. By not maintaining a large call centre, we are able to pass on excellent savings to our customers as reflected in the fantastic prices and special offers we regularly promote. Inbound calls are reserved for business development and licensing enquiries. Any calls which result in an order being taken over the telephone will be liable for an additional telephone ordering surcharge. We politely ask that customers place their orders via the website and where necessary email help@ihampers.co.uk for a fast and efficient response.
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11. How can I cancel and order?
Because many of our hampers contain fresh produce which may have been ordered in especially, it can sometimes be costly and inconvenient for us to cancel an order. We therefore require a minimum notice period of 24 hours in order to cancel an order. During peak events however, such as Christmas, we require at least 2 business days notice. Accordingly, we are therefore unable to cancel and refund orders when a request is made outside of these notice periods. To cancel or make changes to your order, please email the necessary amendments or a cancelation request along with your order number to us at help@ihampers.co.uk.
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12. How do I amend an order?
We typically need 24 hours notice to amend the details of an order. During peak events however, such as Christmas, we typically require at least 2 business days notice to make any such changes. Note also that we are unable to make changes to an order once it has been dispatched. To make changes to your order, please email the necessary amendments and your order number to us via help@ihampers.co.uk.
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13. I been refunded. When will this show on my statement?
We usually issue refunds immediately, however many credit card companies, banks and building societies impose a delay in transferring the funds to your account. This is typically between 2-5 working days, but can take as long as 10 days in some cases. If you have not received your refund after 10 days, please contact us via help@ihampers.co.uk.
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14. What should I do if my credit card payment fails?
In the unlikely event that you should receive an error when trying to pay for your order, your details will be stored securely on our system but no money will be taken from your card. You may then reattempt payment, making sure to enter the correct details. If payment fails again, it is likely that you have insufficient funds in your account. You are free to try another card if you wish, or terminate the order process until such a time that payment can be completed. Your order will not be executed and you will not be charged.
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15. Can I specify a time for my order to be delivered?
No, we only allow you to select a delivery date. In the majority of instances, we are able to adhere to this preference but do advise leaving a window of 24 hours either side of your required date as due to the nature of the goods, and the consignment sizes of larger orders, slight delays may be incurred. Some specialist hampers are delivered based on a selected date window, which you will be notified of upon ordering.
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16. How will my order be delivered?
The majority of our hampers are sent via our specialist courier company for next day delivery, carefully packaged in our custom designed boxes to ensure your gift arrives in tip-top condition.
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17. What if the recipient isn't available to receive the delivery?
If the recipient is not available at the delivery address specified, we will usually either leave the order with a neighbour or in a safe place at the delivery address, else our courier company will attempt redelivery later in the day. If this is not feasible or the recipient is unavailable when a later delivery is attempted, we will usually leave a calling card explaining what has happened. This will then allow the recipient to arrange redelivery, or collect their goods in person at their local courier depot. They may also be able to request delivery the next day.
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18. Can I send a hamper to be delivered at weekend?
If a weekend date is available on the calendar when ordering, yes - we allow and will strive to deliver on this date. In the majority of instances, we are able to adhere to this preference but do advise leaving a window of 24 hours either side of your required date as due to the nature of the goods, and the consignment sizes of larger orders, slight delays may be incurred. Some specialist hampers are delivered based on a selected date window, which you will be notified of upon ordering.
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19. Can I send a gift anonymously, without the recipient knowing who from?
We respect the privacy of our customers. We will only ever disclose the contents of the message card to the recipient. If you do not include your name on the card (which can be even be left completely blank if you wish), the recipient will not know who the delivery is from. If the recipient should contact us to enquire, please rest assured that we will not disclose your personal details and will reiterate to the customer that we can only disclose the contents of the customer specified message card.
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20. How much does delivery cost?
Hamper delivery (which also includes wine and champagne) is charged at £6.90 per order/delivery address for up to 5 items. For 5-10 items, the charge is £9.90. For orders of 10 items or more, there is a flat fee of £29.90. If you wish to order more than 100 items, please speak to our customer services team to arrange a rate and/or request palletised delivery. If you have a coupon or voucher entitling you to free or discounted delivery, please apply this on the shopping basket page. You will then be offered delivery at a discounted price prior to being asked for your payment details.
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21. Can I place an order for delivery to multiple addresses?
You can order several items for delivery to one address, but orders for multiple items to multiple addresses must be made separately. Placing any additional orders is made simple - by logging in with your email address and password, you billing address and previous recipient details are saved.
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22. What is the latest I can order for next day delivery?
For same day dispatch your order must be received by 2pm. In the majority of instances, we are able to adhere to your specified delivery address, but do advise leaving a window of 24 hours either side of your required date as due to the nature of the goods, and the consignment sizes of larger orders, slight delays may be incurred. Some specialist hampers are delivered based on a selected date window, which you will be notified of upon ordering.
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23. Do I need to make any special considerations for deliveries to hospitals?
The address should include as much information as possible; at the very minimum the recipients full name, ward name/number and the full address of the hospital including street name and postcode.
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24. Do you deliver internationally?
We cannot deliver our full range of products internationally. A select range of hampers will/may be available at given times, but you must select items specifically signposted as available in a particular country. Orders for non-applicable items, or items intended for other countries, will in many cases be cancelled and refunded by default and the customer notified.
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25. Are there any other restrictions on delivery?
We cannot guarantee delivery dates, but do generally manage to adhere to specified dates - see above for details. For deliveries to non-mainland UK addresses, we only guarantee delivery within 5 working days of your chosen date, with international hamper delivery availability explained above. Delays of up to 5 working days may also be incurred for deliveries to some rural UK locations, and the following postcode areas: AB3-5, 30-39, 41-45, 51-56; all BT; CA 18-19, DD6-11, FK14-21, G63; all GY, HS1-9, all JE; LA11, 18-21; all IM; IV1-28, 30-36, 40-49, 51-56, 63; KA27-28, KW1-17; PA20-50, 60-78, 80-88; PH10-26, 30-44, 49, 50; TR21-25; all ZE. We also reserve the right not to deliver to any address which we deem to be insecure, such as communal postal address or to a PO Box. If this applies to your order, you will be contacted to arrange delivery to an alternative address or to come to another resolution. In extreme circumstances, your order may be cancelled and refunded by default and the customer notified.
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26. My order says "not yet shipped" - what is going on?
This often indicates that courier has not yet marked the order complete. This is sometimes not done until the end of the day (and for certain lines, international deliveries and orders for specialist or large hampers/consignments may take up to 5 working days), and is not an accurate indicator of delivery or non-delivery. If you are concerned, please email help@ihampers.co.uk for assistance or a status update.
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27. My hamper or gift does not appear to have been delivered?
If you have reason to suspect that your hamper or gift may not have been delivered, please contact one of our customer advisors by emailing help@ihampers.co.uk. Please take into account the above explanation about our "not yet shipped" indicator, the details pertaining to guaranteed delivery dates, and ensure with the recipient that your order has been received before enquiring.
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