Terms and Conditions

These terms and conditions apply to orders placed with MakeHampers through makehampers.com or by email. Placing an order means you accept them. Nothing in them affects your statutory rights as a consumer. For delivery details see our Delivery Information, and for refunds see our Refund Policy.

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Pricing & VAT Payment Placing your order Availability & substitutions Food, allergens & shelf life Alcohol Gift messages Delivery Damaged or faulty hampers Cancellations & amendments Discounts Business orders Our liability Complaints Your rights, law & copyright

Pricing and VAT

All prices are in pounds sterling and include VAT and free delivery to any mainland UK address. Any exceptions are marked clearly on the website. Because a hamper combines items at different VAT rates, from standard-rated wine or chocolate to zero-rated food, VAT on a hamper is charged at the average of its components' rates, as approved by HMRC. Prices may change without notice, but once we have confirmed your order we will only change the price if it is to your benefit. If a hamper is shown at an obviously wrong price, we will contact you before despatch, and you can either pay the correct price or cancel for a full refund.

Payment

All orders must be paid in full before the goods are despatched. We accept credit and debit cards, Apple Pay, Google Pay, Klarna and Clearpay. Card and wallet payments are validated and authorised before your order is completed. If you pay with Klarna or Clearpay, your repayments are covered by their own terms, and any refund we make is returned through them. We cannot be held liable for non-delivery if your payment is not authorised. Corporate orders raised against an invoice can also be paid by BACS, using the bank details and reference shown on the invoice.

Placing Your Order

When you place an order, online or in writing, you are making an offer to buy. If we accept it, we send a confirmation email with your order number, and at that point a contract is formed. We may decline an order where we need to, and will email you to explain. Please check your confirmation email and tell us of any errors, as the billing address, delivery address, gift messages and products are all confirmed by you at the point of ordering.

To help protect you and us from fraud, we may use the information you provide, or information we hold or receive from identity-verification agencies, to confirm your identity. If we decline an order on security grounds, we will contact you to arrange an alternative payment method. Any amendment to an accepted order must be made in writing and may only be varied with our agreement.

Availability and Substitutions

Items may not always be in stock. If something you have chosen is unavailable, we will give our best estimate of availability at the time you order. Estimates are not a contractual commitment to deliver by a set date, but we will keep you informed if there is an undue delay.

We make every effort to match our product listings, and where an item is unavailable we may substitute it for one of similar or greater quality and value (errors and omissions excepted). The colour of hamper linings can vary, and photographic props such as glasses are not included unless stated. If a hamper sells out, we will contact you to agree an alternative or to arrange a refund. Please also note that screen colours may vary a little from the real product.

Food, Allergens and Shelf Life

Each hamper has a food specification on its product page, listing ingredients and allergens. This is accurate at the time of publishing, but if we make a temporary or permanent substitution the allergen and nutritional summary may not exactly match what arrives, so please check the items on delivery if you have an allergy. If you have any concerns, contact us before ordering.

Fresh hampers, such as those with cheese or salmon, carry a minimum seven day shelf life from despatch and should be opened and refrigerated within 48 hours. Ambient hampers, such as those with cakes, biscuits or chocolate, carry a 14 day shelf life. To keep fresh items in good condition we do not deliver fresh hampers on a Monday, as they would spend the weekend in transit. If you are ordering ahead for a birthday or Christmas, please choose a delivery date that allows for these shelf lives. Once a hamper has been delivered, it is the recipient's responsibility to store it appropriately.

Alcohol

Any hamper containing alcohol can only be bought by, and delivered to, someone aged 18 or over. Under the Licensing Act 2003 it is illegal to buy or attempt to buy alcohol if you are under 18.

Alcohol hampers are sent on an age verification service. In line with Challenge 25, the driver will ask the recipient for ID at the point of delivery and cannot hand over the parcel without it. If the recipient cannot show ID, the courier will attempt delivery again the next working day. Age verified parcels cannot be left in a safe place or with a neighbour, and the delivery address cannot be changed.

Gift Messages

You can add a personalised gift message of up to 240 characters, including spaces and punctuation, for each delivery address. It is printed on 170gsm A5 paper folded to A6. For single hampers it sits in the documentation beneath the delivery label on the outer box; for bulk orders it is inside a "message enclosed" docket on the outside of the box. Both the message and the delivery label are hidden for privacy.

To keep your order accurate, please give us the correct address and postcode, the recipient's telephone number, any gift message, any special delivery instructions, and which hampers are to be sent to each address.

Delivery

Prices include delivery to mainland UK only. We are unable to deliver to Northern Ireland, the Isle of Man, Jersey or Guernsey, and we cannot ship food or alcohol outside the United Kingdom. We also cannot deliver to BFPO or PO Box addresses. Deliveries are made by our couriers, Monday to Friday, excluding public holidays. Hampers sent by courier must be signed for and are delivered to a ground floor location. Letterbox hampers go by Royal Mail and do not need a signature. If goods show obvious signs of damage in transit on arrival, please refuse the delivery. Standard delivery is not a guaranteed service, and we are not responsible for delays caused by events outside our reasonable control, such as severe weather or courier strikes. This does not affect your statutory rights if a delivery is unreasonably late. Full delivery information, including our cut-off time and tracking, is on our Delivery Information page.

Damaged or Faulty Hampers

If a hamper arrives damaged or faulty, we will replace or refund it. Please email our customer service team within 24 hours of delivery so we can put it right quickly. If a problem with an item in an ambient hamper only shows up later, such as a faulty product, contact us within 14 days of delivery. We will look at any later report fairly, and your statutory rights are not affected. We may ask to see the hamper and will arrange collection at our cost; the recipient needs to make it available for collection, Monday to Friday, 9am to 5pm, excluding bank holidays. Please send a photo of the damage if we request one. We do not charge for collection or for delivery of a replacement, and we cannot reimburse the cost of any return you arrange yourself, as we organise collection through our own courier. Refunds are made to your original payment method within 14 days of us agreeing that one is due. See our Refund Policy for full details.

Cancellations and Amendments

Because our hampers contain food and drink, an order can only be cancelled or amended before it is despatched, and no later than three working days before your chosen delivery date. Please email our customer service team at info@makehampers.com to cancel or change an order. Amendments are accepted at our discretion, and increasing the quantity on an order may need extra lead time to re-stock, pack and despatch, which we cannot guarantee.

We are unable to refund an order where incorrect delivery details or a wrong date were given, where the recipient was unavailable and the hamper was returned, where the parcel was accepted at the address provided but the details were wrong, or where the parcel was refused, unless the refusal was because the goods were damaged. A returned parcel can be re-sent or redirected, but a redelivery charge applies. 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.

Discounts

Discount codes cannot be used on products already reduced in a sale, and multiple discounts cannot be combined. Codes and offers from third-party sites, such as affiliate or cashback sites, cannot be used alongside other discounts or offers, and any attempt to combine offers will be rejected at payment or within 14 days. We may withdraw a discount before its stated end time if needed, and may cancel orders that do not meet our discount policy, with any such decision communicated on the website or by our customer service team.

Business and Corporate Orders

These terms also apply to orders placed by a business, with a few differences. Corporate orders raised against an invoice must be paid in full by BACS before the hampers are despatched. Our total liability to a business customer for any order is limited to the price paid for that order, and we are not liable to a business for loss of profit, loss of goodwill or any indirect loss. For orders of 20 or more hampers, see our corporate hampers page.

Our Liability to You

If we fail to meet these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breach or our negligence. We are not responsible for loss that was not foreseeable when the contract was made. We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your statutory rights in relation to the goods.

Allergen information is on each product page. Because substitutions can happen, anyone with a food allergy should check the items and their packaging before eating them.

Complaints

If you are unhappy with your order or our service, email info@makehampers.com with your order number and tell us what went wrong. We will acknowledge your complaint and work with you to put it right. If we cannot resolve it between us, we will tell you whether an alternative dispute resolution service is available.

Your Rights, Law and Copyright

These terms are governed by English law, and you agree to the non-exclusive jurisdiction of the English courts. If you live in Scotland or Northern Ireland, you can also bring proceedings in your local courts. They do not affect your statutory rights. Sales are concluded in English only, and we do not file copies of customer contracts. These terms cover the MakeHampers website only, and we are not responsible for the content of other websites you may link to.

The content of this site, including text and images, is owned by us or licensed to us. You may use it only for your own personal, non-commercial use, and you agree not to adapt, alter or create derivative works from it.

MakeHampers.com is a trading name of Funktion Leisure Limited, registered in England, company number 06221319. VAT number GB 930 7684 10. Registered office: 10 St John Street, Chester, Cheshire, CH1 1DA, United Kingdom.

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