Returns and Refunds
Be acknowledged about our policies and terms in providing the best Gift Hampers
CANCELLATION POLICY
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 couriers 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 our warehouse at the customer’s own cost and all items must be unopened and undamaged. Once the returned items are received by our warehouse, a refund may be issued. Please contact us for further information. Orders that have already been delivered and cannot be cancelled and returned are not eligible for a refund.
AMENDING ORDERS
If you would like to amend your order, please contact us within 1 hour of placing the order – 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 to your amendment.
RETURNS AND REFUNDS POLICY
Refunds are processed weekly and will be processed back into your original payment method. Bulk orders will be processed via EFT.
Returns for change of mind must be made at the customer’s own cost and must be received by our warehouse undamaged and unopened before a refund may be issued. Refunds for change of mind will be refunded less the shipping fee. If you are wanting to return your items, please email hello@melbournegifthampers.com.au for assistance. Returns must be requested within 5 days of receiving your item. Note a processing fee of $19.95 may apply.
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 5 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, decanters etc. If damage and breakage has occurred with your order, a credit or refund will be offered as compensation.
In the unlikely event you are unhappy with your purchase, we ask that the parcel is returned in the same condition it was received and we will refund you for the item. Note a processing fee of $19.95 may apply.
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 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 – StarTrack may have exceeded their service in this instance, and delays may also occur. These occurrences are few, and we do sincerely apologise if this happens and understand it is not an ideal transaction.
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.
A NOTE ON ALTERNATE PRODUCTS
You may occasionally receive an item in a hamper that is slightly different from what is pictured; this may be in colour, flavour or type. While it is always our aim to send you exactly what is pictured, we do occasionally run out of stock and may need to use an alternative product to finish off your gift. When this happens, we always choose an item that is as close to the original item as possible, and is of equal or greater value. And most importantly, your gift will still look amazing.
SPECIAL ORDER PRODUCTS
Please note products labelled with “Special Order” will require up to two business days for this product to be available for your gift. These items are pre-order only. If you are interested in a special item, please contact us and we will try and work with you to make your gift extra special.
If you have any other further queries in regards to refunds or in relation to orders, please contact the Gift Hampers Melbourne Customer Service team on 1300 249 749 or email at hello@gifthampersmelbourne.com.au
*For all orders placed through our website, refunds will be made to the same card, Paypal, or Afterpay account that was used to pay for the original order. For any corporate orders paid via invoice, we will require your bank details to send you the refund.