TERMS AND CONDITIONS OF USE

Placing an Order

When you place an order or subscription requests with Prestige Gifting Ltd, either by telephone or via the website www.PrestigeHampers.co.uk you are deemed to have read and understood the following terms and conditions.

Cancelling your order

Cancelling your order - Orders or subscription request can be cancelled 24 hr prior to the specified delivery date by emailing [email protected], stating your order number and reason for cancelling. Please note, once orders or subscription requests have been despatched we cannot cancel it due to the perishable nature of the product. We cannot cancel orders or subscription requests during peak events (Christmas, Valentine's Day and Mother's Day) which can be processed up to 7 days prior to despatch. We will however do our best to do so but cannot guarantee this. Once we have received your cancellation request we will confirm this cancellation via email.

Changes to orders or subscription requests.

We can make a change to an order with reasonable notice and before dispatch; once an order or subscription request has been printed we cannot amend the order. For all changes please call the customer service team or email your request stating your order number or subscription package clearly. For all other products, they may be returned and refunded if they are returned within 30 days from day of receipt. All refunds will be made within 14 days of receiving the returned item. Refunds are processed within 3 to 4 working days.

Alcoholic gifts

Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.

All Alcoholic gifts are distributed to permitted areas of the United Kingdom via a licensed third party. For all licensing and supplier information please contact our customer service centre.

Refunds

Due to the perishable nature of all hamper deliveries any complaints and refunds will be dealt with on a case by case basis. This does not affect your statutory rights. Refunds will be issued in the form of a credit to your account to be used against future purchases. Credits cannot be withdrawn as cash value.

If hampers are disposed without photographic evidence any remedy will be discretionary. To gain an accurate representation of a hamper it is preferred that a photograph is taken within 48 hours of receipt. We require any quality issues brought to our attention with supplied photographs within 3 days of the receipt of the item.

It is the senders' responsibility to inform the recipient of the delivery of a gift item; if perishables are left in a safe place or with a neighbour at the discretion with the courier we are not liable thereafter for the safe receipt of the goods. We will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.

If the customer or recipient does not make contact through no fault of our own, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.

Prestige Hampers are not responsible for any order where the recipient refuses to accept the item. Prestige Hampers will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.

For items that are returned within the statutory cooling off period the consumer will bear the costs for the return of that item. If and delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.

Any discretionary/good will refund will be issued in the form of a credit to your account. In the event you do not have an account, a member of our team will create one for you using the email address provided on your order. In the event you do not have access to this email, our member of our team will request an email address to create your account.

Credits are issued as part of our satisfaction guarantee to be used again future purchases at Prestige Hampers. These are not exchangeable for cash, however bear cash value on our website. No minimum purchase necessary or expiration will be applied to your credit. This does not affect your statutory rights.

Vouchers

NOTE: Vouchers are not valid when checking out via Paypal.

Any voucher issued by Prestige Gifting will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company's discretion. For the use of vouchers only, there is a minimum order value of £29.99 . Vouchers used for purchases below this value will not be accepted and no sum will be deducted. There is a limit of 1 voucher redemption per order. Vouchers may only be redeemed on the web at the checkout stage and cannot be redeemed over the telephone. Some vouchers will have an expiration date. Check the voucher issue for further details as expired vouchers may not be honoured. Vouchers cannot be redeemed against subscription packages.

The above does not apply to credits that can one added your account.

Small Errors

In the event of small errors in the order or subscription request such as the wrong message card we do not offer a full refund as the recipient has received the hampers which are the value of the order. We believe in being fair and reasonable in circumstances like this and a customer care team member will always request to call the recipient to apologise & read out the message. These rare errors can happen. In the event of this happening we may may also offer a voucher or credit your account as a further form of an apology to the customer.

Deliveries

We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all gifts, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date by Royal Mail or DPD for our International Gifts. In the event a delivery is not made on the specified date we cannot offer a refund unless extra was paid for same day delivery, however for exceptions please see our 100% Satisfaction Guarantee. Delivery days are 7 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated.

By making a purchase from Prestige Gifting, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory rights.

Delivery refunds will be made via credits to your account.

We will always attempt to deliver your order or subscription request to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard to reach areas please contact customer services and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.

Cut off times for deliveries are 10pm Monday to Friday, 4pm Saturday for Sunday Delivery and 2 pm on Sunday for Monday delivery (exceptions apply, please see s.9). Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.

Please note that in some circumstances courier delivered products to Northern Ireland, Highlands, Islands and harder reach areas may take an additional working day in transit.

After you have placed your order or subscription request you will receive an email confirming the order details and subscription package in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We are able to amend all delivery details for forthcoming subscription deliveries. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email you should contact customer services.

We are not liable for delivery failure where incomplete or incorrect shipping has been provided, this includes incorrect post codes. The onus is on the customer to check that the information is correct.

Hospital and Funeral Deliveries

When placing an order or subscription request for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept florist deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit florist deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary. For funeral deliveries we must receive the order at least 24 hours prior. If the order is to be delivered at the funeral directors, the name of the deceased must be provided along with the time and date for the funeral

If gifts are signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient.

Please be aware that for items offered with free delivery, unless otherwise specified, they will be sent via Royal Mail First Class post. Please note that this service does not include tracking, and the delivery time may extend up to 2 days. Additionally, more remote areas such as the Highlands, Islands, and Ireland may experience slightly longer delivery times. It is also not applicable for incomplete or addressing errors nor is it applicable if the courier makes an attempted delivery before Christmas day and through no fault of their own they are unable to make a successful delivery. Finally, the promotion is exempt for cases of Force Majeure or where delivery is either impossible

Royal Mail Guaranteed Before 1 Special Delivery

This service is charged at a premium rate at £8.99 and is available for Tuesday to Saturday Delivery when ordered before 2pm.
We deliver throughout the UK. However, there are certain delivery restrictions in particular areas. Though marketed before 1pm there are exceptions with this service.

We deliver by 5.30pm the next working day in the following postcode areas:

AB30 - 39, 41 - 45, 51 - 56
HS1, 3 - 9
IV21 - 28, 40 - 49, 51 - 56
KA27, 28
KW1 - 3, 5 - 15
KW16 Stromness Town only
PA20 (0&9)
PA28 - 38, 41 - 49, 76, 77
PH15, 17 - 26, 31 - 40, 49, 50
ZE1

We deliver within two working days by 5.30pm to the following postcodes areas:

HS2
IM, JE
PA60 - 75, 78
ZE2, 3

We deliver within three working days by 5.30pm to the following postcode areas:

KW16 - non Town
KW17
PH30, 41 - 44

Please note that Saturday delivery may not be accepted by certain businesses, including banks, building societies, travel agents, jewellers, and Post Office® branches. We regret to inform you that Saturday delivery to Herm, Sark, and Alderney cannot be guaranteed.

Apple Pay Tracking Link

When paying by apple pay - the tracking link may go to alternate apple email address

Customer Care

Our dedicated customer service team aim to provide you with the best possible customer experience. They aim to deal with all enquiries quickly and efficiently. Office hours are 9.00am to 5:00pm Monday to Friday. Office hours extend at peak periods.

Equal Treatment

Our customer service team will treat all customers with respect and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!

100% Satisfaction Guarantee

Doing all we can to ensure a fresh bouquet is delivered to your recipient. At Prestige Hampers we deliver bouquets a year to every corner of the United Kingdom to delighted recipients and strive to give the best possible service and deliver the best & freshest bouquets expertly arranged by our team of florists. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn't been anything but plain sailing. In the event management agree a refund this will be credited to your account.

If you are not 100% happy with your bouquet buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch via email and one of our customer service team will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.

Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.

Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once gifts have been despatched, we are unable to change or amend order details.

Our courier delivered gifts are exempt from our 100% satisfaction guarantee as once they are picked up by the courier they are out of our direct control. Refunds and resends are at our own discretion and will all need to be investigated with our courier before any action can be taken due to the sheer volume of parcels the courier deals with. This may take up 7 working days. This does not affect your statutory rights.

In the unfortunate event of a non-delivery on the delivery date you selected please contact our customer service department so that they can review your order.

In the unfortunate event of late delivery (over 3 working days) of the delivery date you selected, Prestige Hampers will refund the delivery cost to you. Some areas require an additional working day in transit. Such remote areas include the Channel Islands, The Isle of Man, Scotland, Jersey, Shetland Islands, The further reaches of Scotland & Wales, The Isle of Skye, Northern Ireland and other islands around the UK. Deliveries may be early during peak events to ensure delivery of your order.

If your gift has arrived in a poor state, we will of course send out a replacement gift. We ask to see a photo to clarify the condition of the gift.

If for whatever reason we are unable to fulfil your order or subscription request we will refund the full amount to you or will redeliver the bouquet at a later date and upgrade it to a greater value free of charge.

All hampers, flowers and colours are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.

Please note that balloons are matched specifically to an occasion. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value. Our displays of occasional balloons are for illustration purposes only and may not be the design you necessarily receive. Our Add-on balloon, RRP £4.99 is a 4.5" inflated air balloon on a stick. Balloons are dispatched before and on 7pm Monday to Friday, 4pm Saturday for Sunday delivery and 2pm Sunday for Monday delivery. Balloons are dispatched before and on 7pm Monday to Friday and 2pm Sunday for Monday delivery. Orders with balloons included and received after 7pm Monday to Friday for next day delivery may not be delivered the next working day but will be despatched the following day. * The Valentine's bundle stick balloon may vary in design but is guaranteed to be a Valentine themed balloon. * The Mother's Day bundle stick balloon may vary in design but is guaranteed to be a Mother's Day themed balloon.

Helium Balloons are sold and dispatched separately via Royal Mail. Balloons are subject to availability, colour and design may vary however we will always ensure that a suitable balloon is delivered with the order. All balloons are of equal value except for the ‘add on' 4.5" balloon that is charged at £4.99. If for whatever reason the specific design ordered is not available, we will endeavour to send a balloon suitable for that occasion.

Occasional cakes are suitable for Vegetarians and are handmade. Our cakes contain alcohol. Please note that cake icing designs are matched specifically to an occasion given at the time of ordering. All cake designs are subject to availability, colour and design however we will always ensure that a suitable cake is delivered with the order. The size of the box is 7.5cm x 7.5cm and 4.5cm deep.

In the rare instance human error leads to the wrong bouquet size being delivered, we will refund the difference between the size received and the size ordered only; we may award a voucher for future use. Any further award will be discretionary. This does not affect your statutory right.

If human error results in the omission of an 'add on' (such as a bear, box of chocolates, vase, bottle of wine, champagne or cake etc) we will refund the amount paid for the omitted 'add on' item only. Any further remedy will be discretionary.

Please note vases are subject to availability, colour and design. All vases are of equal value. Vases illustrated on Prestige Hampers may not be the design you necessarily receive.

Problems With Your Order

If for whatever reason we deliver a bouquet not suitable for the occasion we will send out the correct bouquet to your recipient. This excludes bouquets that have had blooms replaced due to seasonal availability.

We ask be notified within 48 hours of any issue with your order. Free items are a guarantee - you must notify us within 48 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a credit to your account. Our office hours are Mon-Fri 9am to 10pm, Sat 9am - 5pm. Correspondence will be handled within this time frame.

Fraud

If we believe any order to be fraudulent we reserve the right to cancel and refund that order or subscription request.

Cut Off Times

Our cut off times are 10pm for Next Day*
(*exceptions) for UK next day delivered products Monday to Saturday (Mon to Sat deliveries via Royal Mail Tracked 24, DPD Next Day). Sunday deliveries are delivered by Royal Mail via a tracked 24 service. The cut off for Sunday delivery is Saturday 4:00pm. Orders received after this point may not be despatched in time and may be sent the next day. If we do not receive a response, we will deliver the order on the next working day. Next day delivery is not guaranteed as they are fulfilled by a third party courier.

*We recommend ordering before 4pm if your item is to be delivered to the following posts: HS,KW,IV,PH,AB,DD,KY,FK,PA,EH,ML,KA,DG,TD,NE,CA,DH,SR,TS,DL,BT,LD,SA,CF,NP,EX,PL,TQ,TR,IOM,ZE,KW. We cannot guarantee next day delivery in these areas.

Our cut off for Sunday delivery is 4pm on the Saturday before *(*exceptions) for UK next day delivered products.

Our cut off for Monday delivery is 2pm on the Sunday before*(*exceptions) for UK next day delivered products.

*We recommend ordering before 2pm Sunday for Monday delivery if you are ordering for delivery in the following post code areas: HS,KW,IV,PH,AB,DD,KY,FK,PA,EH,ML,KA,DG,TD,NE,CA,DH,SR,TS,DL,BT,LD,SA,CF,NP,EX,PL,TQ,TR,IOM,ZE,KW. We cannot guarantee next day delivery in these areas.

Hamper & Cut Off Times

The Cut off time for hamper and gift next day delivery varies per product. For product codes beginning PH,PW,LWG,CHAM,WHIS,SW,WINE: The cut off is 5pm GMT Monday to Friday. For Product codes beginning v13, v14, v15, v16, v17, v18, v19, v20, v21, v22, v23, v24, v25 the cut off is 1pm GMT Monday to Friday for Next day delivery.* We are unable to deliver V codes on Saturday's, Sundays, or Monday's. All Times are listed in GMT.

Delivery Pass

By purchasing the delivery pass, this is a pass to remove the standard delivery charge within the period purchased and not a guarantee of next day delivery subject to S4. No refund can be made against failed deliveries from the amount originally paid for the delivery pass. This does not affect your statutory rights. Any refund that may be agreed will be issued in the form of a credit.

You can cancel your delivery pass within 1 month of purchase if you have not used it. To cancel please email [email protected]

If you have used your delivery pass once we will not be able to cancel and refund it.

Your cancellation rights are regulated un the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Your delivery pass cannot be used by a third party and is for your exclusive use only. If we suspect your pass is being abused, we reserve the right to cancel your pass at our discretion.

Your Delivery pass is valid on the day of purchase and has no retrospective effect.

Your delivery pass is available on all bouquet and plant products only and is not available for gifts, hampers or fresh products. As such product SKUs with prefix FH, PH, WINE, CHAM, SW, WHIS, VH, and V are exempt.

Your delivery pass is available only for the duration selected. This is not a recurring service where payment will be automatically taken, you must repurchase the delivery pass after the selected period to continue to enjoy the benefits.

Additional benefits will be communicated in advance as part of the delivery pass package. This will be communicated via the email address provided in compliance with GDPR regulations. Please review our privacy policy for additional information. If you do not wish to receive such exclusive offers and benefits please email [email protected].

The delivery pass enables you free delivery via Royal Mail tracked 24. This service is not a guarantee of next day delivery and delivery terms apply. Certain postcodes are exempt from next day delivery however are still offered as part of the delivery pass. Please be aware International Deliveries are not covered by your Delivery Pass.

The delivery pass is not available for customers who purchase goods for business use or wholesale purposes.

The delivery pass is excluded from subscription products.

Personalised Cards

The cut off period for Personalised cards for next day delivery is 6pm Monday to Friday due to the print process involved. Cut off for Saturday is 4pm for delivery Sunday/Monday. We cannot process any changes other than the cancellation of the order after this point. Cancellation S1.1 applies.

Normal delivery terms apply with Personalised Cards, see Section 4

If the card appears damaged, or appears to be the wrong card, you must contact the customer service team so that this can be resolved.

We reserve the right to cancel any Personalised card should we have reason to believe that by doing so would cause harm in any way to the recipient. We reserve the right to cancel a Personalised card order if we believe the order to be fraudulent.

We do not own the rights to artwork advertised on our personalised cards. Royalties are paid to the artist. If you believe your artwork is being infringed, please contact our customer service team.

Should you need to report a problem with your card we ask that it is reported within 2 days of delivery so that we have the best chance of resolving the issue. We will aim to respond within 2 days and resolved within 28 days.

The above does not affect your statutory rights.

International Next Day Cut-off

Sending gifts to UK - Next day delivery Mon-to Friday is 10pm* (Exceptions see S.9)

Cut off times for deliveries are 10pm Monday to Friday, 4pm Saturday and 2 pm on Sunday for Monday deliveries (exceptions apply, please see s.9). Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.

Sending Gifts to Australia - Due to the time difference same day delivery is not possible to Australia. For next day delivery ensure your order is placed before 12pm.

Sending Gifts to Belgium – For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Canada - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Denmark – For next day delivery please ensure your order is placed before 12pm.

Sending Gifts to France - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Germany For next day delivery please ensure that your order is placed before 12pm. Please note that courier delivered Gifts in Eastern parts of Germany may take an additional working day in transit.

Sending Gifts to Holland- For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Italy - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Malta - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Japan- For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Luxembourg - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to the Philippines - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Singapore – For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to Spain - For next day delivery please ensure that your order is placed before 12pm. Please note that items are dispatched via courier from mainland Spain. Deliveries to the Balearic islands can take an additional day in transit. We recommend you contact our customer service department prior to ordering for further assistance.

Sending Gifts to the USA - For next day delivery please ensure that your order is placed before 12pm.

Sending Gifts to New Zealand - Due to the time difference same day delivery is not possible to New Zealand. For next day delivery ensure your order is placed before 12pm.

Sending Gifts to Sweden - For next day delivery ensure your order is placed before 12pm.

For all ordering queries speak to one of our advisors (Mon to Fri 9am-5pm) through email [email protected]

Prestige Gifting Ltd, E Mill, Dean Clough, Halifax, HX3 5AX, UK - Company registration: 5778485 - VAT Registration: 124115363

Clearpay payment options

Full Please use Clearpay responsibly. Clearpay lends you a fixed amount of credit so you can pay for your purchase over 4 instalments, due every 2 weeks. You must be 18+ and a permanent UK resident (excl Channel Islands). T&Cs and other eligibility criteria apply. Ensure you can make repayments on time. Clearpay charges a £6 late fee for each late instalment and a further £6 if it's still unpaid 7 days later. Late fees are capped at £6 for orders under £24 and the lower of £36 or 25% of the order value for orders over £24. Missed payments may affect your ability to use Clearpay in the future and they may pass unpaid debt to a debt collection agency. Condensed Clearpay is credit. T&Cs & late fees apply clearpay.co.uk/terms

Complaints Policy

Our Responsibilities

To provide an efficient, fair, and structured mechanism for handling complaints.

To provide our customers with access to the complaints handling process, including those customers with disabilities and special needs.

To keep customers informed as to the progress of their complaint and the expected time frame for resolution.

To review our complaints quarterly so that we can improve our standard of customer service.

Handling Your Complaint

Upon receiving a complaint, we will acknowledge your matter via telephone or in writing within 2 business days.

We will keep you informed of the progress of your complaint, proposed actions, and the expected time frame for resolution.

Our aim is to resolve complaints in a timely manner, and we will generally resolve a matter within 5 calendar days.

Complex complaints may take longer than 5 calendar days to resolve. In these cases, we will regularly update you on the progress and likely time frame for resolution.

We will advise you of the outcome of your complaint. Where you have requested us to do so, we will advise you in writing.

Escalation

Please call or email our customer service if you have any complaints. We'll do our best to fix any problems you may be having with our service as soon as possible.

If you are not satisfied with the response tendered to you, you may ask Customer Service to escalate your complaint to senior management directly. If so, we will try to make a senior management representative available to address the complaint as soon as possible (depending on availability).

When your complaint is resolved, we will confirm this with you within 5 business days. If your complaint is not resolved to your satisfaction by us, and depending on the nature of your complaint, you may refer your complaint to your card provider.

Statutory Rights

This procedure does not affect your statutory rights.

Gifts

Father's Day Gifts

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