Shipping & Delivery Policy

At Custom Hamper Gifts, we understand how important it is for your special gift to arrive on time. Whether you're celebrating a birthday, anniversary, new arrival or simply sending someone a little love, we do everything we can to ensure your gift is beautifully prepared, carefully packaged and delivered as smoothly as possible.

We offer local Gold Coast delivery, Australia-wide shipping and selected international shipping options.

Delivery Days

Our standard delivery days are Monday to Friday, excluding public holidays.

We do not offer scheduled weekend or public holiday deliveries.

Orders placed outside our business hours will be processed on the next business day, unless otherwise arranged.

Business hours: Monday to Friday, 9:00 am – 5:00 pm (Queensland time).

Shipping Rates & Estimated Delivery Times

The following delivery options are available, depending on your location and the products ordered.

Delivery Service	Shipping Cost	Estimated Delivery Time
Gold Coast local delivery	FREE	Same or next business day may be available
Australia-wide standard shipping	$15 flat rate	7–9 business days
Australia-wide express shipping	$18 flat rate	3–5 business days
New Zealand standard shipping	$25 flat rate	7–10 business days
New Zealand express shipping	$40 flat rate	Approximately 2–5 business days
Other international destinations	Quoted individually	Contact us for availability and pricing

Important: Delivery timeframes are estimates, not guarantees. Actual delivery times depend on your location, product availability, personalisation requirements, dispatch date and the delivery provider.

Regional and remote destinations may require additional time.

Tracking information will be emailed to you once your order has been dispatched, where tracking is available.

International orders may be subject to customs duties, taxes or import restrictions. These are generally the recipient's responsibility unless otherwise stated. Please contact us before ordering internationally to confirm product eligibility.

Free Gold Coast Local Delivery

We are delighted to offer FREE local delivery to eligible Gold Coast areas.

Our local delivery service covers selected locations across the Gold Coast and surrounding areas from Tweed to Ormeau, subject to availability.  Please contact to confirm local deliveries to your address.

Same-Day and Next-Business-Day Delivery

For eligible local orders:

• Orders placed before 10:00 am: Same-day delivery may be available subject to availability.

• Orders placed after 10:00 am: Next-business-day delivery may be available subject to availability.

• Weekend or public holiday orders: Delivery will be arranged for the next available business day subject to availability.

Same-day and next-business-day delivery depend on product availability, order size, personalisation requirements and our delivery schedule.

Some larger or more fragile gifts, including balloons, edible bouquets and oversized gift arrangements, are available for local hand delivery only.

Bulk orders and specially customised gifts may require additional preparation time.

If you're unsure whether your delivery address qualifies for free local delivery, please contact us through Live Chat or email info@customhampergifts.com before placing your order.

Australia-Wide Standard Shipping

We offer flat-rate standard shipping across Australia for $15 per order, where this option is available at checkout.

Estimated delivery time is 7–9 business days, including normal preparation and delivery time.

Personalised or made-to-order items may require additional production time, particularly during busy periods.

Once your order has been dispatched, we will email your tracking details.

Australia-Wide Express Shipping

Need your gift in a hurry? We offer express shipping across Australia for $18 per order, where available.

Estimated delivery time is 3–5 business days, depending on your location and the preparation required.

For eligible in-stock products, orders placed before 12:00 pm Monday to Friday may be dispatched the same business day.

Orders received after 12:00 pm, on weekends or public holidays will generally be processed from the next business day.

Please note: Express shipping prioritises delivery through the carrier's express network but does not guarantee next-day arrival or same-day dispatch.

Regional and remote areas may take longer.

If your gift is needed urgently, please contact us before ordering so we can advise on the most suitable delivery option.

New Zealand Shipping

We offer the following shipping options to New Zealand for eligible products:

Standard Shipping — $25
Estimated delivery: 7–10 business days.

Express Shipping — $40
Estimated delivery: approximately 2–5 business days.

Tracking details will be provided where available.

A signature may be required depending on the carrier and delivery service selected.

Please note that some food products, plant materials and other restricted items may not be eligible for international shipping.

Delivery estimates exclude unexpected customs clearance delays.

Other International Shipping

International shipping outside Australia and New Zealand is available by quotation for selected non-food products, such as greeting cards and eligible personalised keepsakes.

Please contact us at info@customhampergifts.com before ordering to confirm whether your chosen items can be shipped to your destination.

We will advise on shipping costs, estimated timeframes and any known restrictions.

Choosing Your Preferred Delivery Date

Where available, you can select your preferred delivery date at checkout.

We will always do our best to have your gift delivered on or close to your selected date.

However, preferred delivery dates are requests rather than guaranteed delivery appointments.

We use third-party postal and courier services for many deliveries, and circumstances beyond our control can occasionally affect delivery times.

These may include:

• Increased parcel volumes during Christmas, Easter and other peak periods.

• Severe weather and natural disasters.

• Transport disruptions or courier delays.

• Public holidays.

• Regional or remote delivery requirements.

• Customs delays for international shipments.

We strongly recommend allowing additional time when ordering for a special occasion.

A helpful tip: If your gift is for a birthday or another special date, consider arranging delivery a few days early.

If you'd like the recipient to wait until their special day before opening their gift, simply leave us a message at checkout.

We can include a note such as:

"No peeking until your birthday!" or "Do not open until Christmas Day!"

While we cannot guarantee delivery on an exact date, we will take reasonable care in preparing and dispatching your order.

Nothing in this policy excludes or limits your rights under Australian Consumer Law.

What Time Will My Gift Arrive?

Delivery times depend on the courier, delivery location and service selected.

As a general guide, deliveries may occur:

• Business addresses: During normal business hours, often before 5:00 pm.

• Residential addresses: Throughout the delivery day, sometimes into the evening.

These are guides only, not guaranteed delivery windows.

Unfortunately, we cannot request or guarantee a particular delivery time for orders handled by third-party carriers.

If your recipient works during the day, please consider whether their workplace is a suitable delivery address.

Authority to Leave & Missed Deliveries

If nobody is available to receive the parcel, the delivery driver may leave it in a safe location where permitted by the delivery service.

A photograph may be taken as proof of delivery.

If the driver determines that there is no suitable place to leave the parcel, they may:

• Leave a collection notice.

• Redirect the parcel to a nearby collection point.

• Arrange another delivery attempt, depending on the carrier.

Additional redelivery charges may apply where permitted and where a further delivery service is requested.

If you have a preferred safe location, please include instructions in the notes section at checkout.

We will pass these instructions on where possible, but cannot guarantee that the carrier will follow them.

If your parcel is missing, damaged or incorrectly delivered, please contact us so we can investigate and assist.

Your rights under Australian Consumer Law continue to apply.

Incorrect Delivery Addresses

Please carefully check the recipient's delivery details before completing your order.

We recommend providing:

• Full recipient name.

• Correct street address, including unit or apartment number.

• Suburb, state and postcode.

• Recipient's contact telephone number, where possible.

If you notice an error after placing your order, contact us immediately through Live Chat or email info@customhampergifts.com.

If your order has not yet been dispatched, we will do our best to correct the address.

Once an order has been dispatched, we may not be able to change or redirect it.

If an incorrect address supplied by the customer results in a parcel being returned, additional shipping charges may apply to resend it.

We will contact you to discuss the available options before arranging redelivery.

Hospital Deliveries

Unfortunately, we do not currently offer deliveries directly to hospitals.

Patients may be transferred between wards or discharged unexpectedly, making reliable delivery difficult.

We recommend arranging delivery to the recipient's home or another suitable address instead.

Large, Bulk & Corporate Orders

We welcome larger gift orders, corporate gifting and specially customised hampers.

Because these orders may require additional stock, preparation or personalisation, standard dispatch and delivery estimates may not apply.

We will discuss production and delivery timeframes with you before confirming a specially arranged order.

For corporate or bulk gifting enquiries, please email info@customhampergifts.com.

Cancelling an Order

We understand that plans sometimes change.

If you need to cancel an order, please contact us within one hour of placing it, wherever possible.

As many of our gifts are personalised or prepared to order, production may begin shortly after an order is received. 

Before Dispatch

If your order has not entered production, we will generally be able to cancel it.

If production has already begun, particularly for personalised or custom-made items, cancellation may not be possible or reasonable costs already incurred may apply to a change-of-mind cancellation.

We will discuss any applicable charges with you before proceeding.

After Dispatch

Where a return is possible for a change-of-mind cancellation, a $19.95 return-to-sender fee may apply.

Any refund will be assessed based on the circumstances, the condition of the returned products and your applicable consumer rights.

After Delivery

For eligible change-of-mind returns, please contact us before returning your order.

Returned products must generally be unused, unopened, undamaged and in their original packaging.

For hygiene, food safety and personalisation reasons, certain products may not be eligible for change-of-mind returns.

Approved returns can be sent to:

Custom Hamper Gifts
PO Box 54
Varsity Lakes QLD 4227
Australia

Return postage for approved change-of-mind returns is generally the customer's responsibility.

Important: These change-of-mind conditions do not limit your rights to a remedy for faulty, damaged, incorrectly supplied or otherwise non-compliant goods under Australian Consumer Law.

Please contact us if there is a problem with your order so we can help resolve it.

Amending an Order

Need to change a name, message, product selection or delivery address?

Please contact us as soon as possible, preferably within one hour of ordering.

We will do our best to accommodate changes before production begins.

Because personalised items may be prepared quickly, amendments cannot always be guaranteed.

If additional work or materials are required after production has started, we will advise you of any applicable charges before making the requested changes.

Damaged, Missing or Incorrect Orders

We take great care when preparing and packaging every gift.

If your order arrives damaged, is missing items, or is not what you ordered, please contact us promptly at info@customhampergifts.com.

Where possible, include your order number and photographs of the issue and packaging.

We will investigate and work with you to provide an appropriate solution in accordance with Australian Consumer Law.

Depending on the circumstances, this may include replacement, repair where appropriate, refund or another applicable remedy.

Contact Us

We're always happy to help with delivery questions, special requests or concerns about an existing order.

Custom Hamper Gifts
Gold Coast, Queensland, Australia

Email: info@customhampergifts.com
Website: www.customhampergifts.com
Live Chat: Available through our website when staffed.

Customer service hours: Monday to Friday, 9:00 am – 5:00 pm (Queensland time), excluding public holidays.

Messages received outside business hours will generally be answered on the next business day.

Thank you for choosing Custom Hamper Gifts. We appreciate your support of our small family business and look forward to helping you make someone's day extra special!

 

 

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 info@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 not 'Anything' - 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 info@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 us today at help@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 or help@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.