Family Hamper

WEEKEND DELIVERIES

We can not deliver on a weekend - all deliveries will be Monday to Friday (none public holidays) 

SHIPPING

Please select your preferred delivery date at checkout.  All delivery dates are estimates and we will do our best to get your delivery to you on your chosen day but we are dependent upon the delivery services available to us and at certain times of the year deliveries can differ and we can not 100% guarantee a delivery date.  For this reason we always suggest giving yourself some extra time if possible to ensure your gift arrives prior to or on the event.

Please be aware that longer delivery times are to be expected at peak times and acts of god and the like are also likely to cause delays out of our control and we can not be liable for such delays.

SHIPPING PRICES AND TIMESCALES

We offer Free Local Delivery (Gold Coast areas only)

Standard shipping Australia wide - flat rate of $15 delivery Monday to Friday.  Expected delivery timescales 7-9 days.  You will be emailed a tracking number once your parcel is on its way. 

Standard shipping to New Zealand - flat rate of $25 delivery Monday to Friday.  Expected delivery timescales 7-10 days with a tracking number that will be emailed to you once your parcel is on its way. 

International shipping - cards and none food items only - please contact us for a quote on shipping fees and timescales prior to placing your order for clarification.

Express shipping Australia wide - flat rate of $18 delivery Monday to Friday Australia wide.  Expected delivery timescales 3-5 days.  You will be emailed a tracking number once your parcel is on its way.

Express shipping to New Zealand - flat rate of $40 delivery Monday to Friday.  Expected delivery timescales - 5 days.  You will be emailed a tracking number once your parcel is on its way and the delivery driver will need a signature upon delivery.  

WHAT TIME WILL MY DELIVERY BE MADE

Deliveries will arrive at business addresses by 5.00pm and residential addresses by 7.00pm. Unfortunately, we cannot specify or request specific times of day for delivery. 

SAME OR NEXT DAY DELIVERY

For Gold Coast orders placed before 10am we can provide same day delivery to Gold Coast areas.  For Gold Coast orders placed after 10am we can deliver next day.  Please make sure you make the correct selection at checkout. If you are unsure if your address is within the catchment area for 'local deliveries please use the Live Chat function to ask.

Bulk orders and special orders are unlikely to be available for same or next day delivery - depending on sizes and stock levels.  When quoting for these orders you will be given a clear indication of timescales before confirmation of your order.

We re unfortunately not able to arrange same day delivery for the rest of Australia.

EXPRESS DELIVERY AUSTRALIA WIDE

We appreciate that sometimes those birthdays and other occasions just creep up on us and before you know it tomorrow is your Dad's 60th birthday and you haven't even thought of getting him a card or gift yet!!  For that very reason we try to offer express delivery so that dad will never know you have better things on your mind!  

Express delivery is available Australia wide at an extra cost.  If you place your order before 12pm Monday - Friday your order will be produced and dispatched that day.  Orders after 12pm will be dispatched the next day and weekend or public holiday order will be produced but not dispatched until the next working day.   

Once your package is dispatched we estimate next business day delivery to most places in Australia. Please be aware that, as we use third party couriers, we cannot guarantee next day delivery on any order. While we aim to get your gift delivered on your preferred date, we are in the hands of the delivery service. 

Deliveries to rural areas can take an extra day or two. 

EXPRESS DELIVERY TO NEW ZEALAND

Express delivery for New Zealand takes between 2-5 days and you will be provided a tacking number and the delivery driver will require a signature upon delivery.

CHOOSING A DELIVERY DATE

Please choose a delivery date at check out.  Please be aware that we use third parties to deliver and so cannot 100% guarantee a delivery date.  Delivery dates are estimates.  We apologise if your delivery is not made on your chosen date but please know that we have done everything we can to make it happen.  Obviously there are busy times of the year when deliveries are delayed and at those times please try to give yourself plenty of time to ensure gift arrives in time.   At times your order may arrive early - this again is out of our hands.  If you would like us to make a note on the address label intended for your recipient to open the parcel on a certain day we can do that, add a Message to the Maker at check out and we will happily add a note to your address label like 'no peeking until..... or do not open until .....

Please note that we cannot offer refunds or compensation for orders that arrive within four business days of the preferred delivery date selected (before or after).

AUTHORITY TO LEAVE

If the recipient is not home or at the delivery address, where appropriate, your package may be left in a position deemed safe and often a photo will be taken as proof of delivery.  Packages will not be left if the delivery driver does not deem their to be a safe place to leave the package, in this instance the deliver driver will leave a card for you to collect your parcel from the nearest Post Office. If re-delivery is required, a re-delivery fee may apply.  Please leave a note at checkout if there is a particular spot you would like your parcel leaving in those instances and we will include it on the parcel but cannot guarantee the delivery driver will take note.

ORDER CANCELLATIONS

If you no longer wish to send your gift, please contact us within 1 hour of placing the order. Orders are processed quickly and we cannot guarantee to cancel your order without charges once it is already in production, particularly with personalised items. If personalised items have been processed, fees may apply to your cancellation.

If a request to cancel your order is made after your order has been despatch we will contact our delivery agent to request a return of the item, however please note that this may not be possible. If the item is successfully returned to us this will incur a $19.95 return fee and the remainder of the cost will be refunded. If there is a change of mind after the order has been delivered, then all the items must be returned to us at PO Box 54 Varsity Lakes, QLD 4227.  This must be done at the customer’s own expense and all items must be unopened and undamaged. Once the returned items are received back the parcel will be assessed for a refund or credit.  Please contact us for further information via Live Chat or email at help@customhampergifts.com. Orders that have already been delivered and opened cannot be cancelled and returned and will not be eligible for a refund or credit,

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

AMENDING AN ORDER

If you would like to amend your order, please contact us within 1 hour of placing the order – please note our business hours are Monday to Friday, 9am – 5pm. Orders are processed quickly and we cannot guarantee to make changes to your order without charges once it is already in production, particularly with personalised items. If personalised items have been processed, fees may apply for an amendment.

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

WHAT IF I PROVIDE THE WRONG DELIVERY ADDRESS

Check, check and check again!  Please made sure your delivery address is correct and provide a phone number at check out.  The address you provide needs to be a full and correct street address.  Ensuring this information is correct is the purchasers responsibility.  If you provide the wrong delivery address and realise getting touch straight away - via Live Chat and we will hopefully catch your order before it is processed.  If your order has already left we will attempt to stop the parcel and if that is not possible it maybe delivered or hopefully returned to us.  If your parcel is returned we will rearrange delivery at your expense.   In any case a wrong address is definitely going to result in a delay!

DELIVERIES TO HOSPITALS

We are not able to deliver to a hospital - your recipient could be moved and even discharged from hospital and so we are not able to accept a delivery address within a hospital.

HAVE ANOTHER SHIPPING QUESTION

If you have any queries on your delivery or another shipping question that has not been answered, please contact Custom Hampers use the Live Chat or email us on info@customhampers.com

 

Use collapsible tabs for more detailed information that will help customers make a purchasing decision.

Ex: Shipping and return policies, size guides, and other common questions.

CAN I ADD TO MY ORDER

Of course you can, use our 'Make it complete' section after you've added your item to the basket for ideas of add-ons or you can always take a look through the site and add items to your basket - use the 'Message the Maker' section at checkout to let us know if you want all your items included in the same hamper or sending as separate items.

CAN YOU CHANGE THE ITEMS IN A HAMPER TO SUIT THE DIETARY REQUIREMENTS OF THE RECIPIENT

We can definitely try!  Please get in touch with us and let us know what dietary requirements your recipient has and we will see what we can pull together.  We take allergies and intolerances serious and will do everything we can to swop things out were needed.  Please email us and start the conversation at help@customhampergifts.com

CAN YOU MAKE YOUR FROM AROUND THE WORLD HAMPERS FOR ANY COUNTRY

We are definitely happy to try!  We have lots of suppliers and we are keen to try and source the items that would make your gift extra special.  Please get in touch with us and let us know a list of what you are looking for and we will do our best to find them.  Give us time to get things sourced and delivered and even find alternatives if needed.  Our From Around The World Hampers are so much fun to put together and often give us a little nostalgia of travels or the past.  They put a smile on everyones face and we have been told they have meant to so much to people when they are missing home or have a special favourite that they havent seen for years.  Email us for help if you cant see what you are looking for at help@customhampergifts.com

ARE T-SHIRT DESIGNS AS THEY ARE IN THE PICTURES OR CAN I MAKE CHANGES

You are welcome to make changes to T-shirts by choosing your colours and adding personalisations.  If the option of what you have in mind is not available for selection for example if you would like your name written in rainbow with a different colour for each letter add this request in the 'Message the Maker' section at check out and we will see what we can do.  Of course we cant always promise that we can make every change you think of but we will always do our best and as long as you use the 'Message the Maker' section we will at least not start your order until we have had a conversation and confirmed either way.

DO YOU MAKE MATCHING T-SHIRTS FOR MUMMY AND ME OR THE WHOLE FAMILY/GROUP

Yes, this is one of our favourite things to make, seriously what is cuter than matchy matchy!!  Mummy and me, Daddy and me, Big brother and little sister or Bestie matching T-shirts - so adorable!!!  Another great one is the whole family - 'Smith Family Christmas' or 'Our trip to Disney' or Birthday Girls mum/Birthday Girls Dad etc.  Use the Group T-shirt selection or drop us an email at info@customhampergifts.com and let us know what you want if you can't see it on the site and we will do everything we can to make it happen.

DO YOU DO SPECIAL ORDERS AND BULK ORDERS

Special and bulk orders are available and welcomed.  We are able to provide special and bulk orders for party/wedding items as well as corporate gifts.  We will discuss and provide a full quote for any such orders.  Bulk orders require an agreed time frame for production so please give yourself plenty of time to discuss, receive your quote, sourcing materials and production for such orders. 

If you have any other further queries in regards to special or bulk orders please contact Custom Hampers Customer Service team by emailing sales@customhampergifts.com

GROUP APPAREL 

Group T-shirts and apparel are not only fun to wear but they are so much fun to design and produce!  We can make t-shirts for your group no matter the size.  We cover all occasions and many many items - just ask.  PJ's and T-shirts are very popular and can also double up as a favour/bonnaireres, they are great for making the occasion all about that special person or a fantastic way of making everyone feel included and part of the celebration.  Available for all ages and all occasions - the only limit is your imagination.  Group t-shirts are especially good for holidays and we recently bumped in to a group of 30 on a cruise wearing our 'Family cruise 2024' T-shirts which was so special!  Group apparel often needs some lead in time so give us as much time as you can to get the items right, source products and get them produced - but we also do rush orders and secretly enjoy the pressure!!

WHERE DO YOU SOURCE YOUR ITEMS

We are a small family business based on the Gold Coast, QLD.  We try to make many items in-house and use other local and Australian small businesses.  Our items are sourced from other ethical businesses and we use the highest quality products.  Some items are sourced from overseas but we do try to limit this as much as we can.

WHY CAN'T YOU SEND BALLOON ITEMS OUTSIDE OF THE GOLD COAST

We have tried to find a courier willing to deliver our balloons Australia wide but it has so far not been possible.  If you wish to have a balloon gift made outside of the Gold Coast please drop us an email as we have an extensive number of other balloon making businesses in our contact list and will happily put you in touch with one of them.

CAN I PUT ANYTHING INSIDE A BALLOON GIFT

Unfortunately no - we are limited by size and weight.  Your stuffed balloons have a limited neck size of about 8cm - 10cm, but we are happy to give things a try and get back to you if it doesn't work.  Stuffed balloons are usually ok with a bottle of wine but couldn't take much more weight than that.  The hot-air balloon style balloon hampers are a little more flexible when it comes to size and weight - your gift just has to fit in the box.

HOW LONG WILL BALLOON GIFTS LAST

Stuffed ballon's are very dependent up on humidity and how you treat your gift.  It's a balloon, if you are rough with it its going to burst!  If the room you keep your ballon gift in is hot or in direct sunlight your balloon will start to go cloudy and start to deflate and may burst.  The thing about stuffed balloons is that you have to burst them to get your gift out so the likelihood of wanting to keep it inflated for a long time are slim.  In the right conditions your stuffed balloon will last a few days, take care with your creation and enjoy it for as long as possible.  All deliveries of stuffed balloons are made personally by one of our team, we don't like to leave them outside as the Gold Coast climate can be humid and balloons are much better if out of the sun and taken inside to be looked after.

WHAT PARTY ITEMS DO YOU MAKE

We make so many party items from invites, party signs, food wrappers, group apparel, favours and more.  All your items can be made to suit your theme, they can be personalised and produced to your specification.  If you don't see what you are looking for or the parameters set on the website are not quite what you were thinking get in touch with us today and we will start the conversation, design and quote.  Emails michelle@customhampergifts.com

WHAT WEDDING ITEMS CAN YOU MAKE

Like with parties the list is endless.  Tell us what you want and we will do what we can to make it happen.  From save the dates to signage, from table decorations to favours, from welcome signs to thank you for your gift/attendance we can do it all.  Everything will be designed and produced in house and what's great about getting it all organised in one place, you deal with one point of contact, everything will have same design and uniformed look to suit your theme and one thing we are good at it communication - we want your event to be everything you've dreamed of and we want it all to be enjoyable and easy for you.  Get in touch today and lets talk about the amazing evet we can help you with.  Please email Michelle today at michelle@customhampergifts.com

CAN I AMEND MY ORDER ONCE IT'S PLACED

We will always do our best but it is not always possible.  If you would like to amend your order, please contact us IMMEDIATELY - within 1 hour of placing the order.  Orders are processed quickly 7 days per week 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.

If you want to swop out an item we maybe able to do this if you contact us immediately and your order has not been produced or sent out yet.

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 and our customer service team will be in contact with you on opening the next business day.  You can also use our live chat function which is manned 9am-5pm daily.  Always include an return email address and phone number so we can get back in touch with you ASAP.

DO YOU EVER USE ALTERNATIVE ITEMS IN ORDERS

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.

WHAT IS YOUR 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 often 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 and our customer service team will be in contact with you on opening the next business day.  You can also use our live chat function which is manned 9am-5pm daily.  Always include an return email address and phone number so we can get back in touch with you ASAP.

SHIPPING

Check the shipping section for everything you need to know about delivery of your gift - costs, timescales and the rest.

I HAVE ANOTHER QUESTION

Please email us at info@customhampergifts.com with any question you may have.  Our customer service team will get back to you as soon as possible.  You may also like to use the Live chat function located at the bottom right of your screen.