CANCELLATION POLICY

If you no longer wish to send your gift, please contact us IMMEDIATELY after placing your order - within 1 hour 7 days per week via live chat (9am-5pm). 

All orders are processed very quickly and we cannot guarantee a successful order cancellation without charges once it is already in production - production of orders is 7 days per week so please don't leave it till Monday morning for orders placed over the weekend or out of hours.

Personalised items can not be refunded once the production process has begun with out a cancellation fee (obviously we can not re-sell a personalised item and therefore you will be charged for the item).  Production starts immediately after your order is placed 7 days per week so you will need to use the live chat (9am-5pm) function to get in touch with us straightaway.

If a request to cancel your order is made after your order has been despatched it is very unlikely that we can recall your parcel but we will try.  If there is a change of mind after the order has been delivered, then all the items must be returned at the customer’s own cost and all items must be unopened and undamaged. Once the returned items are received by us, a refund may be issued less the personalised items and any perishable items. Please contact us for further information. Orders that have already been delivered and opened cannot be returned and are not eligible for refund or credit.

Please note our customer service business hours are Monday to Friday, 9am – 5pm QLD. If your order was placed outside of business hours, please email help@customhampergifts.com.au and our customer service team will be in contact with you on opening the next business day.

AMENDING ORDERS

If you would like to amend your order, please contact us IMMEDIATELY - within 1 hour of placing the order.  Orders are processed quickly and we cannot guarantee to make changes without charges once production has begun, particularly for the personalised items. If personalised items have been processed, fees will apply to replace that item so please check your order before checkout - particularly spellings and wording as your order will be produced exactly as you request.  There are too many variations on spellings of names these days for us to make an educated amendment - WE WILL WRITE ALL PERSONALISATION AND MESSAGES EXACTLY AS YOU ASK US TO.  If on the rare occasion there is a mistake on our behalf we will replace your item at our expense.

Please note the business hours for customer service is Monday to Friday, 9am – 5pm QLD. If your order was placed outside of business hours, please email help@customhampergifts.com.au and our customer service team will be in contact with you on opening the next business day.

RETURNS AND REFUNDS POLICY

Refunds will be processed back into your original payment method.

Returns for change of mind must be made at the customer’s own cost and must be received back to us undamaged and unopened before a refund may be considered. Refunds for change of mind will be refunded less the shipping fee and a processing fee of $19.95 may apply plus any personalised items. If you are wanting to return your items, please email info@customhampergifts.com.au for assistance. Returns must be requested within 2 days of receiving your item. 

Refunds will be issued for items not received where an investigation has been submitted to our courier and no evidence of delivery is obtainable. If your order has been delivered to an incorrect address, we will do our utmost to rectify this at our own cost. If an incorrect or incomplete address was supplied, fees may apply.

Credits for damaged stock or missing items will be processed on a case by case basis and we must be notified of any damage issues within 2 days of receiving your delivery to provide a credit or replacement. Any damaged or missing items must be submitted to us with photographic support. Please note that, due to possible breakage during freight, we cannot send individual replacement items such as alcohol bottles, cups etc. If damage and breakage has occurred with your order, a credit or refund will be offered as compensation.

If you have received a damaged, faulty or incorrect item, or if an item is missing from your gift, a credit or refund for that item will be issued. Unfortunately, we cannot always send individual replacement items.

EARLY AND/OR LATE DELIVERIES

While we endeavour to deliver your gift on your preferred day, please note that all delivery dates are estimated. There may be times when your order may arrive early or delayed. We will always do our best to fulfil your order and have it dispatched within the correct timescales.  On occurrences were issues do arise, we sincerely apologise and understand it is not an ideal situation and will do what we can to help.

Please note that we do not offer refunds or compensation on orders that arrive within four business days of the preferred delivery date selected. All other compensations are processed on a case-by-case basis.

ALTERNATIVE PRODUCTS

On some occasions we are not able to supply the exact items as pictured or described in our product descriptions.  Colours, flavours and even brands may vary but we guarantee that we will include/replace items with a like for like alternative and they will always be of the same or higher quality and value and your gift will still look and be amazing.  

From time to time we may have issues with stock and supply of clothing apparel and sourcing sizes, on those occasions will use high street brands of equal or better quality and value to ensure your order is produced and processed within the time frame.

Please be aware that we use lighting when taking our product pictures and this can give a varied impression of colours as can our computer and phone screens.