Refund Policy

If something goes wrong with your order, this policy explains how we put it right, from a damaged or lost hamper to a change of mind and how refunds are issued. It covers issues that arise during delivery. Product defects or other concerns are handled case by case by our customer service team.

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Damaged or lost Change of mind Fresh hampers Delivery problems How refunds work

Damaged or lost in transit

If your hamper is lost or arrives damaged, we will put it right. Email our customer service team at info@makehampers.com with your order number and photos of any damage within 24 hours of receipt, so we can put it right quickly. We will either resend the hamper at no extra cost or, if you would prefer, refund your original payment method within 14 days. If a problem with an item in an ambient hamper only shows up later, contact us within 14 days of delivery. Your statutory rights are not affected. If a hamper is obviously damaged in transit when it arrives, the recipient can refuse the delivery.

Change of mind

Most of our hampers cannot be returned for a change of mind once delivered, because they contain fresh food that spoils quickly, or sealed food and drink that cannot be returned once opened. If you change your mind before your order is despatched, contact our team and we will help where we can.

Fresh hampers

Fresh hampers, such as those containing cheese, fish or meat, cannot be refunded or resent where a delivery fails because no one was in, the parcel was refused, or incorrect details were provided. After a prolonged time in transit, fresh produce is no longer suitable to eat, so it cannot be sent again.

Delivery problems

Incorrect delivery details

If a delivery fails because the details provided at checkout were wrong, the responsibility sits with the customer. If the parcel comes back to us we can resend it, but the additional carriage charge is payable. Please take care to give a complete and correct address for every hamper on your order.

Refused parcels

If the courier confirms that delivery was attempted and the recipient refused the parcel, we cannot be held responsible for that decision and are unable to offer a refund or replacement. The exception is where the parcel was refused because the goods were damaged.

No one home

Our courier will attempt delivery and, if no one is available, will hold the parcel for a short period so a change can be made through the tracking link or with our customer service team, such as a new delivery date or an alternative address, for which a redelivery charge applies. If no action is taken in time, the parcel is returned to us. It can be resent, but a redelivery charge is payable.

How refunds are issued

Refunds for eligible issues are made within 14 days of us agreeing a refund is due, to the original payment method used at checkout. Please contact our customer service team about any problem, and please do not send a hamper back without contacting us first, as we arrange damage collections through our own courier and cannot cover the cost of a return you send yourself.

Browse our hampers

For delivery areas, cut-off times and how our couriers work, see our Delivery Information.