Question 1

Corporate Flowchart for Order Processing

Accepted Answer

https://miro.com/welcomeonboard/

You may need to sign up for an account.

Question 2

BULK SA - MBP Fulfilment

Accepted Answer

Grant Wilton

gwilton@maggiebeer.com.au

0438 140 197

Question 3

Price for Roll of Ribbon

Accepted Answer

Though rare, we can sell ribbon by the roll.

Roll of ribbon is by the metre: approx. 90m

Divided by 1.2 x $5 = $375

Approximately 100 hampers from a roll (not exact, dependent upon hamper size)

Question 4

Custom SKU Clients

Accepted Answer

Knight Frank
- Includes two branded Gift Tags, charged $3 each
Porters
- 640a Porter Equipment Hamper $110
- Includes additional client merchandise
Azura
- 206A-1-AZURA-CUSTOM $130
- Includes client toolbox
Brown Bros
- Upgrades presentation size for $5 per hamper
- Includes wine insert & client wine
TEAM Estate
- Personalises & engraves candle included in hamper
- Charged $6 service fee
Beijer Ref Support Centre
- Includes key rings, letter & adds both branding
The Woods Farm
- Orders peanut brittle, etc in bulk

Question 5

Corporate Accounts Spreadsheet

Accepted Answer

Corporate Accounts Spreadsheet - your absolute guide to Corporate Clients.

Processing Requirements tab is to be checked for ANY & ALL orders.

Processing Requirements: All client-specific quirks and requirements, including - PEAK SPECIFIC details, Branding Notes, Order Processing Requirements, Discount Specifics, Payment Processing, Client Notes.

Leads Generated (Feb 2025+): All follow ups on leads (emails & calls) where quotes / info has been requested.

Corporate Links: Every link to every document that could help & a brief of responsibilities.

New User Set Up: Guide and checklist for setting up new team members.

HGA PO Selector: Rarely required, generally used by Account Managers only.

Client Follow Up (Peak): Rarely required, generally used by Account Managers only.

Question 6

What types of delivery do you offer? What does it cost? OFF PEAK

Accepted Answer

We offer a number of different delivery options, which are dependent upon which hamper you wish to send and where you would like to deliver. Here is an overview of the available methods:

STANDARD DELIVERY: Free

Sent via Australia Post.
Estimated dates of arrival are provided at checkout. Please note that these are estimates only and cannot be guaranteed.
Orders placed before 3pm (AEST) will be dispatched the same day - What does "dispatch" mean?
All updates can be confirmed via the live tracking link provided upon confirmation, or via our Tracking Portal.
Proof of Delivery will be provided as either a signature or photo upon request.
Unsuccessful deliveries will be taken to a collection point and not reattempted. Tracking information will be updated.
Further details can be found here: Standard Delivery with Australia Post

EXPRESS DELIVERY: $16.95 - $ 24.95 per hamper

Sent via Australia Post Express (excl. Sydney metropolitan areas).
Estimated dates of arrival are provided at checkout. Please note that these are estimates only and cannot be guaranteed.
Orders placed before 3pm (AEST) will be dispatched the same day - What does "dispatch" mean?
All updates can be confirmed via the live tracking link provided upon confirmation, or via our Tracking Portal.
Proof of Delivery will be provided as either a signature or photo upon request.
Unsuccessful deliveries will be taken to a collection point and not reattempted. Tracking information will be updated.
Further details can be found here: Express Delivery with Australia Post

SAME DAY, NEXT BUSINESS DAY & PREFERRED DAY DELIVERY: $16.95 per hamper

Sent via StarTrack Couriers to select Sydney metropolitan areas only.
Orders must be placed before 11am (Sydney time).
The delivery service window is between 1pm & 9pm on the preferred day.
All updates can be confirmed via the live tracking link provided upon confirmation, or via our Tracking Portal.
Proof of Delivery is not currently provided.
Unsuccessful deliveries will be reattempted the next scheduled business day. Only two attempts will be made before the delivery is returned to our warehouse. Redelivery and returns fees apply.
Further details can be found here: Same Day, Next Business Day & Preferred Day Delivery (SYD)

SAM DAY, NEXT BUSINESS DAY, PREFERRED DAY, WEEKEND & CHILLED DELIVERY: (from) $16.95 per hamper

Sent via Home Delivery Services (HDS) to select areas.
Orders must be placed before 7am (Sydney time) - conditions apply.
The delivery service window is between 7am & 6pm on the preferred day.
All updates can be confirmed via the live tracking link provided upon confirmation, or via our Tracking Portal.
Proof of Delivery will be provided as a photo only.
Unsuccessful deliveries will be reattempted the next scheduled business day. Only two attempts will be made before the delivery is returned to our warehouse. Redelivery and returns fees apply.
Further details can be found here: Preferred Day Delivery - BNE & MEL & Chilled Delivery - Cheese Hampers & Weekend Delivery & Same Day, Next Business Day & Preferred Day Delivery (XPS)

CLICK & COLLECT: Free

Available from our warehouse, located in Regents Park NSW.
Orders placed before 3pm (AEST) will available for collection the same day - conditions apply.
The collection service window is between 8am & 4pm weekdays.
Further details can be found here: Click & Collect

INTERNATIONAL DELIVERY - NZ ONLY: $16.95 - $ 24.95 per hamper

Sent via Australia Post, to New Zealand only.
Estimated dates of arrival are provided at checkout. Please note that these are estimates only and cannot be guaranteed.
Orders placed before 3pm (AEST) will be dispatched the same day.
All updates can be confirmed via the live tracking link provided upon confirmation, or via our Tracking Portal.
Further details can be found here: International Delivery - NZ only

Question 7

Christmas 2023: Recommended Last Order Dates

Accepted Answer

Christmas is fast approaching and if you're as prepared as we are, you're already planning on what to gift that special someone in your life!

We understand the careful thought behind selecting gifts and our aim is to ensure a delightful Christmas surprise for your recipient!

To ensure your gift arrives on time, please see the advised order cut-off times for delivery before Christmas:

Please kindly note that these are with our Australia Post services and dates provided at checkout are an estimate only. The below articles may provide additional details.

FURTHER INFORMATION

Standard Delivery with Australia Post

Express Delivery with Australia Post

What if no one is available at the delivery address at the time of delivery?

How do I track my order?

Question 8

How to look for interactions with customers

Accepted Answer

It is very important to look at the interactions before dealing with a customer enquiry to avoid any confusion or wrong information being given. We want to keep all communications with a customer to as little people as possible.

Looking for interactions on a ticket

When you are on a ticket you will see near the top right hand corner of the page, the customers name is there.

You can click on their name and it will bring up this page

Here you can see all interactions with this customer. If the enquiry is the same enquiry from previous interactions you would assign it to the last operator.

Looking for interactions on a call

You can use the same button as previously shown on a ticket to find interactions for a phone call. This will bring up phone calls, emails and live chats.

Call interactions.PNG

Looking for interactions on Neto

Question 9

How to Search for a SKU

Accepted Answer

You will sometimes need to search for a SKU if a customer has ordered the wrong item and you need to change it for them, or when entering a mispick onto the spreadsheet.

When you are on the Neto Dashboard if you hover over products it will bring up this menu on the right.

Neto Products.PNG

If you select 'View Products' it will bring up this page

Here you can search for a product using SKU, Brand, Product name and URL.

You can see I have searched for a product using the name below.

Searching by name.PNG

Here you can find the SKU, name, RRP, and quantity on hand.

Question 10

How to recognise a corporate order

Accepted Answer

When receiving a call or a ticket with a complaint or an unhappy customer we can be quick to try and find a solution for them. There are a few things we need to check first. One of them being, looking if it is a corporate order or a regular order.

When opening up an order on NETO this will be the top half of the page.

Corporate HEBO.PNG You can see 'Sales Channel' says HEBO, which is our bulk ordering platform on our website.

You can also see in the customer name there is a business name, which can also indicate it is a corporate order. Please note NOT ALL orders with business names are corporate orders.

See example below.

When given an order number or name by the customer, you will be able to locate their account profile. From there you can select the drop down menu 'History' and select all order.

All orders.PNG

Here you can see this customer has ordered through our corporate platform in the past but recently on the website.

HEBO and website.PNG

As they have previously ordered through HEBO, we would get the customer to confirm if they are ordering for the company in their name or if it is a personal order. We would then transfer to corporate if needed.

If an order is not a Corporate order, but you think it may be best to convert them let the Corporate team know after you have resolved the issue.

Question 11

Order Notes: Warehouse Notes

Accepted Answer

Warehouse Notes are the way in which we as Customer Service communicates with the Warehouse Team when there is something order specific required, i.e. "Please add Apology Card D1", "Please ensure no leaks".

Screen_Shot_2023-05-25_at_12.38.33_pm.png

Ensure that you Save Changes after adding your notes. This will ensure that any team member, from another Customer Service agent to the Warehouse Team, is up do date with any and all requests, changes, correspondence & potential issues.

RELATED ARTICLES

Order Notes: Customer Service Notes

Question 12

How to create an article

Accepted Answer

In Zendesk, on the top right hand corner, select the tab highlighted below and select Guide
On the next page, select Knowledge Base
Select the correct folder for your article
On the top bar click Add and then Article
Add your heading in the first bar and then add your notes below
To add photos/screenshots to your article, click the photo symbol highlighted below
Then click Upload images and select the images from your computer folder. Then select the images you want to upload to your article; you will see a tick on the selected image and click Insert
Once you have finished with your article, make sure the Visible to says Agents and admins on the right hand panel.
When you are ready to save your article, on the right hand side, click the arrow on the blue Save button and click Publish

Question 13

How to create an ADHOC order for Marketing

Accepted Answer

There will be times where Marketing or Corporate Sales will need us to create an order for them to send to:

Potential clients
Contest winners
Raffles/donations for charity or fundraisers

Start the order

Open CMS for the correct website
On the side panel select Sales Order and then Add Order

Start typing Nikki@thesoulgroup into the search bar and select the hyperlink Username that pops up:
Start entering the shipping information on the right hand side
Enter the name of the item the customer would like to order, then select the correct item from the drop down menu - make sure it's in stock!
Zero out the value of the hamper ($0.00)
Select the customer's choice of Gift Card from the drop down menu
Enter the Recipient Name
Enter the customer's card message - make sure to check for spelling errors (ask your manager what the message should say)
Calculate shipping and select the correct shipping option from the drop down menu if required. It is usually standard free shipping with Australia Post
Add Customer Service Notes stating what/who the order is for
Select Save as New Order

Processing Payment

No payment is required
Select Approve
Click Pick

Additional Information

MBP hampers need to be added to MBP Spreadsheet

2DayFM winner hampers need to be address to 2Day FM spreadsheet

- Use template :

Congratulations, XX! We hope you enjoy our gourmet gift hamper and all it has to offer! From Hughesy, Ed, Erin and The Hamper Emporium

Question 14

How to send a hamper item using a 899 sku

Accepted Answer

There is a possibility that hamper items are damaged in transit or missing from hampers.

In order to send a hamper item to a customer, we need to create an order using an 899 sku as individual hamper items do not have individual skus.

In the current order- make notes that you are sending a specific item on a 899 sku- e.g JG 180423 mis-pick- no sparkling Chardonnay- resend on 899 sku- save and copy notes
Create an RMA- click More at the top of the page and select RMA or Credit
Paste your notes in the Internal Notes box and fill in the RMA reasons and outcomes- make sure to zero out the credit value ($0)
Add and Save your RMA and Create an order from the RMA
In the new order, in the sku bar - type 899 and select Extra resend item- (hidden from website)
In the card message box- enter what item you need sent and from what hamper sku e.g. Please send: Sparkling Chardonnay (non-alcoholic) 750ml from sku HP-FG4WASC-OS
Add any additional warehouse notes if you have specific instructions for the warehouse team - e.g Please wrap well to minimise damages
Calculate your shipping and process the rest of the order as per usual
Save and Add new order
You will see no money is owed in an order with a 889 sku - you need to Approve the order and then click Pick
Your order should look like the below - let customer know their new order number
899 sku orders go straight to Shannon to process if you require to follow up with him

Question 15

How to refund in AfterPay

Accepted Answer

Log into AfterPay with log in details given
Make sure to have the correct Company name is selected for the refund- e.g HE order- The Hamper Emporium
On the left hand side click on Orders and search the order in Merchant order no.
Click on the order - on the right hand side click Issue Refund and type the amount you wish to refund (make sure it matches the RMA refund amount or account credit amount) and click Complete Refund

A refund notification will automatically be sent to the customer by AfterPay.

If this is a Maggie Beer Products order - please add it to the MBP Refund/Resend spreadsheet - click Here

Question 16

How to refund in Zip

Accepted Answer

Log into Zip with log in details given
Click on Orders, then All Orders and type in the order number in Search
Click on the order and on the right hand side, click Actions and then Refund, and type the amount you wish to refund (make sure it matches the RMA refund amount or account credit amount) and click Issue Refund (do not add any notes in box)

A refund notification will automatically be sent to the customer by Zip

If this is a Maggie Beer Products order - please add it to the MBP Refund/Resend spreadsheet - click Here

Question 17

How to refund in PayPal

Accepted Answer

Log into PayPal with log in details given
Click on Activity and then All transactions
Type in the order number in the Search bar and click on the order
Click Issue a Refund and type the amount you wish to refund (make sure it matches the RMA refund amount or account credit amount) and click Issue Refund (do not add any notes in box)

A refund notification will automatically be sent to the customer by PayPal.

If this is a Maggie Beer Products order - please add it to the MBP Refund/Resend spreadsheet - click Here

Question 18

How to refund in Stripe

Accepted Answer

Log into Stripe with details given to you
Make sure to have the correct Company name is selected for the refund- e.g HE order- The Hamper Emporium
Search the order in the Search bar and click on the order
On the right hand side click Refund and type the amount you wish to refund (make sure it matches the RMA refund amount or account credit amount). Make sure the Reason is: Requested by customer and click Refund and then Confirm (do not enter notes in box)
You can then send a customer their refund receipt by scrolling down to Send receipt, paste their email address and click Send

If this is a Maggie Beer Products order - please add it to the MBP Refund/Resend spreadsheet - click Here

Question 19

How to track an order with Home Delivery Services (HDS)

Accepted Answer

Open Neto
Search and find the order that needs tracking
At the bottom of the page, you will find the shipping details including the Consignment Number

The method of tracking can vary, depending on which courier it has been sent with.

Open ArchTech page here
Log in using details provided by your manager
Click on the search button on the top right hand side
Enter the order number in the Order Number box and make sure to change the Start Delivery Date to a date before the preferred delivery date on the order
Click Search
Below you will see the order details that you click on the order which will bring you to a new page
You want to scroll down and check the Scan Logs for movement on the order. If you do not see any movement or need more information, you can submit a ticket with HDS.
To submit a ticket, scroll back up the page to locate the Submit Ticket button.
You will see a grey box that needs to be clicked on. You will find various options to choose from depending on your query. Once you make the selection, you will need to select a category type in the next box below and then type up your query to the courier team. Please make sure to sign off your name at the end and click Submit.
Once this ticket has been submitted to the HDS team and they have a response, you will find the ticket in Zendesk in the Unassigned Courier Tickets folder.

Question 20

How to track an order StarTrack courier (STC)

Accepted Answer

Open Neto
Search and find the order that needs tracking
At the bottom of the page, you will find the shipping details including the Consignment Number

The method of tracking can vary, depending on which courier it has been sent with.

Open Star Track Courier tracking page here
Log in using details provided by your manager
Select the Query Jobs tab
All jobs booked in for today's date will automatically be listed. If your order is not listed or is not from today's date, you can search it by the order number in the Reference section, then by clicking Query Jobs
The list of booked jobs will show the job number, order number (Reference) and also the tracking Status. Too look closer into the tracking of a particular order, click the Job No.
Once delivered, the delivery signature will appear towards the bottom of the page next to the delivery information
You can check the Receiver section for driver updates such as, Delivered, RTB (return to base), Incorrect address, etc
To see the order's tracking history, select Tracking Information on the right had side of the page

Question 21

How to track an order with Australia Post (Aus Post)

Accepted Answer

Open Neto
Search and find the order that needs tracking
At the bottom of the page, you will find the shipping details including the Consignment Number

The method of tracking can vary, depending on which courier it has been sent with.

Australia Post

Click the consignment number
A new window will open with the tracking information from Australia Post

For extra tracking information, including a proof of delivery photo (when the item is left at the property) you will need to track the item on the Australia Post Merchant Portal here.

Log in using the details provided by your manager
Copy the consignment number from the order and paste it into the Manage your delivery box and click Go.
At the bottom of the page you will be able to see all tracking scans in detail
If the order has been delivered and left in a safe place, there will be an image and proof of delivery slip attached by the delivery driver. Click on Click to view, to view this in a PDF (this can be saved and sent to the customer if needed)
You can also speak to a live agent for additional information. You will find this function to the right side of the page
Type in live agent and wait for an auto response and then type what the question is you need to ask eg: i need some more information regarding a delayed parcel. Then you must give them the tracking link, recipients full name and delivery address.
When you have your answer please make the important notes in the order and let the customer know
Then click End Chat when you are done

**Please note Aus Post agents can assist with 3 tracking links per chat**

Question 22

How can I talk to a real person?

Accepted Answer

We know that sometimes it's nice to chat with someone directly when you have a question and that’s why we have a friendly Customer Service team ready to help!

Our team, located in Sydney AU, is available during business hours: Monday to Friday from 9 am to 5 pm (excluding NSW Public Holidays). You can reach us in a couple of easy ways:

Phone - Just give us a call at 1300 459 452 and follow the prompts; or
Email Form - You can fill out the form on our Contact Us page - it's quick and simple!

Just a little tip:

Our system works on a "first-received" basis. So, if you send multiple messages, it might push your inquiry to the end of the queue. It’s best to send one message and hang tight while we get back to you. While you wait, have a browse through our Help Centre - you might find your answers here!

FURTHER INFORMATION

I haven't yet received a response to my enquiry?

Can I edit, make changes to or cancel my order once it has been placed?

Question 23

What do I need to know about the delivery of my cheese hamper?

Accepted Answer

Sending a cheese hamper as a gift is the ultimate luxury, but please ensure your recipient is available to take delivery. Fresh cheeses are perishable goods, and we want to be sure your gift is received for optimum freshness.

As we use a specialised chilled delivery service (Home Delivery Services), the delivery process is a little different and a delivery fee will apply. Please see the following for additional information:

When you place an order for a cheese hamper, you will be asked to select a preferred delivery date. If you do not select one, it will pre-fill to the next available date. Please note that delivery is available on select days only.
Your hamper will be kept chilled in our refrigerated units until dispatch date. The date of dispatch - when it leaves our warehouse - depends entirely on your delivery date and location.
Our courier will collect your hamper from us in their scheduled collection and send it in your direction! Once it's with our courier, our team cannot make any changes to your order.
Our courier will then attempt delivery to the recipient's address. If no-one is available to accept the delivery and there is no safe & cool place to leave your cheese, the courier will return your hamper to their chilled van to return to their depot.
A second delivery will then be attempted in the next scheduled run to your area. If there is still no-one available to accept the parcel, or if there are any issues, your hamper will then be returned to our warehouse. If this is the case, please contact our Customer Service Team.
"Authority to Leave" is granted on all orders shipped with HDS, even if "Signature Required" is selected. When an "Authority to Leave" has been given, a delivery may be left in a safe space on the premises.
Proof of Delivery will be provided as a photo only.

Cheese develops its full flavour at room temperature, and there is no reason to be concerned about short stays outside of the fridge. In fact, cheese is best served at room temperature, and should be left out of the fridge for at least an hour before it is eaten.

If you are concerned that your recipient won't be home until evening, you can suggest they leave a large esky at the door for the courier to use.

Please note that due to the perishable nature of the contents in our cheese hampers, we do not offer refunds or exchanges on our chilled hampers.

FURTHER INFORMATION

Chilled Delivery - Cheese Hampers

Is it safe to send a cheese hamper as a gift in the mail?

Can I return or exchange my cheese hamper?

Question 24

Can I have my hamper delivered to a hospital?

Accepted Answer

We do not advise sending your hamper directly to a hospital address.

It's a very sweet idea, but we have found that deliveries can easily get lost in such a busy and stressful environment.

As hospitals are busy places with countless patients, departments, suites, wards, personnel and procedures, we do not advise sending an order directly to a hospital. There is a higher chance of a delivery being unsuccessful.

Most hospitals have specific guidelines regarding the delivery of gifts to patients and staff, with some even unable to accept direct deliveries.

Should you choose to send a delivery to a hospital however, here are some helpful tips:

It is advisable to contact the specific hospital in advance to find out how their deliveries are received. For example: deliver to loading dock on Smith St; leave with reception in the Lindo Wing off George St; etc.
Provide as much detail as possible about the recipient: bed/room number, ward name/number, full name and street address of hospital.
Ensure that the name on the delivery address matches the name under which the patient is registered at the hospital.

Ensure that these are added under
Delivery Instructions

Please note we cannot guarantee successful delivery to hospitals.

Therefore, if a parcel needs to be sent to an alternative address due to the patient already being discharged, or should delivery be unsuccessful, an applicable redelivery or returns fee will be passed on to the sender.

Please also note that should a successful delivery be completed and the recipient is no longer at the location, we are unable to organise a courier to collect or redeliver the order. Once a delivery has been made successfully to the address provided at checkout, The Hamper Emporium is unable to collect or compensate.

FURTHER INFORMATION

Why have I been charged a redelivery / returns fee?

What are "Delivery Instructions" and why were they not followed?

Question 25

Unknown Sender? How to find an order for a recipient.

Accepted Answer

A recipient may contact us to query an order that has been or is being sent to them - this happens more than you think! Here are a few reasons why someone may reach out to us without an order ID, or purchaser's email address:

Sender may not have signed off on the card, or provided one at all;
A recipient may be chasing a delivery that their sender has let them know about; OR
Or they have been notified by our courier partner that a delivery is coming & they haven't ordered anything from us.

If the customer has given you just their name as a reference:

Searching for an order: Recipient Name

If the customer has given you an Australia Post tracking number as a reference:

This can be searched in Business Support Portal (BSP), which should give you the recipient's name & address which can them be used as a search parameter in Neto (Searching for an order: Recipient Name).

If the customer still has the external shipping box the delivery arrived in:

The order number is referenced in three different places on our consignment / shipping labels.

Screen_Shot_2023-03-31_at_4.28.37_pm.png

RELATED ARTICLES

Searching for an order: Order Number

Searching for an order: Purchaser's Email Address

Question 26

How to track an order

Accepted Answer

Open Neto
Search and find the order that needs tracking
At the bottom of the page, you will find the shipping details including the Consignment Number

The method of tracking can vary, depending on which courier it has been sent with.

Australia Post

Click the consignment number
A new window will open with the tracking information from Australia Post

For extra tracking information, including a proof of delivery photo (when the item is left at the property) you will need to track the item on the Australia Post Merchant Portal here.

Log in using the details provided by your manager
Copy the consignment number from the order and paste it into the Manage your delivery box and click Go.
At the bottom of the page you will be able to see all tracking scans in detail
If the order has been delivered and left in a safe place, there will be an image and proof of delivery slip attached by the delivery driver. Click on Click to view, to view this in a PDF (this can be saved and sent to the customer if needed)
You can also speak to a live agent for additional information. You will find this function to the right side of the page.

Screen_Shot_2023-03-22_at_11.32.34_am.png

Star Track Courier

Open Star Track Courier tracking page here
Log in using details provided by your manager
Select the Query Jobs tab
All jobs booked in for today's date will automatically be listed. If your order is not listed or is not from today's date, you can search it by the order number in the Reference section, then by clicking Query Jobs
The list of booked jobs will show the job number, order number (Reference) and also the tracking Status. Too look closer into the tracking of a particular order, click the Job No.
Once delivered, the delivery signature will appear towards the bottom of the page next to the delivery information
To see the order's tracking history, select Tracking Information on the right had side of the page

Home Delivery Services (HDS)- ArchTech

Open ArchTech page here
Log in using details provided by your manager
Click on the search button on the top right hand side
Enter the order number in the Order Number box and make sure to change the Start Delivery Date to a date before the preferred delivery date on the order
Click Search
Below you will see the order details that you click on the order which will bring you to a new page
You want to scroll down and check the Scan Logs for movement on the order. If you do not see any movement or need more information, you can submit a ticket with HDS.
To submit a ticket, scroll back up the page to locate the Submit Ticket button.
You will see a grey box that needs to be clicked on. You will find various options to choose from depending on your query. Once you make the selection, you will need to select a category type in the next box below and then type up your query to the courier team. Please make sure to sign off your name at the end and click Submit.
Once this ticket has been submitted to the HDS team and they have a response, you will find the ticket in Zendesk in the Unassigned Courier Tickets folder.

Question 27

Can I edit or make changes to my order once it has been placed?

Accepted Answer

If you have just placed an order and need to make changes, please call us immediately.

Ph: 1300 459 452

Our team is available from 9:00 AM to 5:00 PM, Monday through Friday (Sydney time).

If you are contacting us outside of business hours, please complete the form on our Contact Us page and select 'Order Support & Changes'. This will prioritise your message, allowing us to address it as quickly as possible.

Please note that there are limits to the changes we can make once an order has been placed and once your order has been dispatched, we cannot guarantee any changes.

Additionally, during November and December, we will not be able to make any changes to orders once they are paid for.

We recommend double-checking your shipping information before making payment. If paying with a third-party app like ApplePay, please ensure you confirm the delivery address in the pop-up provided.

Please treat our team with kindness and respect - we are here to help and will do our best!

FURTHER INFORMATION

How do I talk to a real person?

How do I return my purchase if I change my mind?

Can I add a gift card and message to my order?

I haven't received a confirmation email?

Question 28

How do I place an order?

Accepted Answer

The fastest and easiest way to place an order for The Hamper Emporium is through our user-friendly and secure online ordering system.

Our website allows you to explore our entire selection, ensuring you can accurately enter and review your information.

If you have any questions, you can find answers in our Help Centre. Should you not find your answers here, please feel free to reach out to our dedicated Customer Service Team via our Contact Us page.

Please note that, for privacy and security reasons, we cannot accept orders over the phone.

FURTHER INFORMATION

Why can I not confirm my order?

How do I place a corporate order?

The hamper I want is out of stock, will it be available soon?

Can I amend, make changes to or cancel my order once it has been placed?

How can I talk to a real person?

Question 29

How do I place a corporate order?

Accepted Answer

The best way to place your bulk or branded corporate order is via our Corporate Ordering Platform. Our platform is now live, offering a more streamlined process for placing, tracking and managing your orders - all in one place.

What’s New?

Simplified Ordering & Management: Save and organise multiple order lists for staff, clients or suppliers.
Expanded Hamper Range: Access our complete selection of hampers.
Flexible Payment Options: Pay by credit card or direct deposit, with itemised invoices provided. No minimum order requirements & no setup fees.
Multiple-Address Shipping: Import recipient details via .csv or enter them directly through our online spreadsheet.
Personalised Messages & Branding: Add a custom gift message for each recipient, printed on a branded card featuring your logo.
Planning Made Easy: Choose your preferred dispatch week, with free delivery Australia-wide.
Order Tracking: View live status and tracking updates directly through the platform.

If you already have an account, simply log in with your existing details. Start exploring by creating a draft order today!

Corporate Ordering Platform: corporate.thehamperemporium.com.au

Suggestion: Use Google Chrome for a better ordering experience!

FURTHER INFORMATION

Discover the Corporate Ordering Platform: A Video Guide

How do I add my logo (branding) to my corporate hampers?

What corporate delivery options do you offer?

What are the payment options for corporate orders?

Question 30

How do I reset my password?

Accepted Answer

We're sorry to hear you are having trouble logging into your account with us. The simplest way to reset your password is to "Login" to your account at the top-right corner of our website.

This will provide you with the option to sign up, log in, or reset your password. Simply enter your email address and we will send you a new password via email.

Screen_Shot_2023-04-04_at_10.20.05_am.png

If you do not receive an email to reset your password, please check your spam or junk folder, as our emails may be automatically filtered. If you have checked this folder and still haven't received an email, please reach out to our Customer Service Team and they will be able to manually reset your password.

FURTHER INFORMATION

How can I talk to a real person?

I haven't yet received a response to my enquiry?

Question 31

Why have I been charged a redelivery / returns fee?

Accepted Answer

Occasionally, orders are returned to our warehouse for various reasons. Since our freight partners charge us a fee for returns, we pass on a portion of this cost to our customers.

The return fee varies depending on the shipping method and will be deducted from your total refund. Additionally, a fee will be charged for redelivering an order to the same address or a different one.

Below are examples of situations where a redelivery or returns fee will apply and where it will not:

Fee Charged	Fee Waived
Parcel not collected from the Post Office or collection point.	Damage occurred in transit and the courier was unable to deliver.
The recipient is not known at that address or has moved.	Delivery has been deemed as lost in transit.
The address details provided are incorrect or insufficient.	Delivery has been made to the incorrect address (where the information provided was correct).
The delivery was refused.
The recipient was in a hospital or hotel and has been discharged or checked out.
Recall has been requested by the sender or recipient.

FURTHER INFORMATION

My order has been "Returned To Sender". What happens now?

Do you contact the recipient? What notifications do you send?

How do I track my order?

What if no one is available at the delivery address at the time of delivery?

Question 32

How do I add my logo (branding) to my corporate hampers?

Accepted Answer

Ensure your hampers really stand out, with a professionally designed card featuring your logo!

Branding Options:

Branded Ribbon ($5 per hamper): Your logo printed in silver or gold foil on double-sided satin ribbon, available in various colours.

Custom Gift Card ($3 per hamper): Choose from templates, collaborate with our designer, or supply your own artwork. Recently resized to a larger A6 format - same quality design, same quality price, just larger in size!

How It Works:

Easy Branding Setup: Upload your high-resolution .jpg or .png logo with your first order and we’ll keep it on file for future use.
First-Time Orders: For branded gift cards, we will email you the design for approval before production (please allow an extra 2-3 days).
Flexible Updates: If your branding preferences change, let us know and we’ll update your details.
Personalised Messages: Add a custom gift message for each recipient or select a generic message for all.

FURTHER INFORMATION

How do I place a corporate order?

Can I send my own cards to be included with my hampers?

Can I personalise the card message for each hamper?

Question 33

Do you include the invoice in the delivery?

Accepted Answer

We understand that most of our products are commonly purchased as gifts and are often surprises for the recipients. Therefore, we never include an order invoice or confirmation with the delivery; these are only sent via email to the purchaser, not to the recipient.

We strongly recommend including your name in the card message so that your recipient knows who the gift is from. Your name will not appear anywhere else on the order and the recipient may not know who to thank!

FURTHER INFORMATION

Can I add a gift card and message to my order?

Do you contact the recipient? What notifications do you send?

How do I track my order?

Question 34

The hamper I want is out of stock, will it be available soon?

Accepted Answer

Although rare, some products become out of stock due to higher-than-usual sales volumes. We process orders very quickly and a product that you see out of stock may become available again very soon!

The best option is to click the 'Notify Me' button (see below) and fill in your details. You will receive an email notification as soon as the product returns to stock!

FURTHER INFORMATION

Why have you substituted an item in my hamper?

Why do I keep getting emails from The Hamper Emporium?

How do I know my order has been placed?

Question 35

What delivery options do you offer and what do they cost?

Accepted Answer

We’ve got a range of delivery options to suit your needs!

STANDARD DELIVERY: FREE

Australia Post.
Estimated dates at checkout (estimates only).
Track via live link, emailed directly to you.
Proof of delivery on request.
Non-chilled hampers only.
More info: Standard Delivery with Australia Post

EXPRESS DELIVERY: from $16.95 per hamper

Australia Post Express.
Estimated dates at checkout (estimates only).
Track via live link, emailed directly to you.
Proof of delivery on request.
More info: Express Delivery with Australia Post

SAME DAY / NEXT BUSINESS DAY / PREFERRED DAY DELIVERY: From $16.95 per hamper

PREFERRED DAY BNE & MEL / WEEKEND / CHILLED DELIVERY: From $16.95 per hamper

Home Delivery Services (select areas).
Order cut-off is 7am.
Delivery window is 7am-6pm on your selected day.
Track via live link, emailed directly to you.
Delivery will be attempted twice before returning to us. Fees for returns and delivery may apply.
Further details can be found here:

CLICK & COLLECT: Free

Regents Park NSW warehouse.
Order before 3pm for same-day collection.
Collection 8am - 4pm weekdays.
Further details can be found here: Click & Collect

INTERNATIONAL DELIVERY - NZ ONLY: from $34.95 per hamper

Sent via Australia Post, to New Zealand only.
Estimated dates at checkout (estimates only).
Order before 3pm for same-day dispatch.
Track via live link, emailed directly to you.
Further details can be found here: International Delivery - NZ only

Question 36

Do you have any current promotions or discounts?

Accepted Answer

Most promotions offered by The Hamper Emporium are exclusive to our subscribers, who are the first to receive unique deals, discounts and offers.

When you sign up, new subscribers will receive a unique code for 10% off their first order at The Hamper Emporium. This is known as our Welcome Offer (conditions apply).

All other deals, promotions, and discounts are advertised directly on our website or sent exclusively to our loyal subscribers via email. Please note that codes promoted by third-party websites are not affiliated with The Hamer Emporium.

FURTHER INFORMATION

Why is my discount code not working? How to apply a code.

I paid the outstanding balance on my order, but the status hasn't updated?

Question 37

What does "dispatch" mean?

Accepted Answer

When your tracking says that your order has been "dispatched", this means that it has left our warehouse and is on its way!

Please note that the dispatch date is not the date of delivery. You can find the estimated delivery date by checking your live tracking link sent in your order confirmation.

FURTHER INFORMATION

When will you dispatch my order?

What delivery options do you offer and what do they cost?

Question 38

What corporate delivery options do you offer?

Accepted Answer

We have a range of delivery options to suit your needs!

STANDARD DELIVERY: Free

EXPRESS DELIVERY: $15 per hamper

Shipped with Australia Post Express
Discounted rate for Corporate orders
Track via live link or your Corporate Account
Proof of delivery available on request
Non-chilled hampers only
More information: Express Delivery with Australia Post

CHILLED DELIVERY: From $16.95 per hamper

BULK DELIVERY: Price Varies

Shipped with TNT; conditions apply
Our team will reach out if your order qualifies

FURTHER INFORMATION

How do I track my corporate order?

What information do you need for a bulk order?

How do I ensure smooth delivery when sending multiple hampers to one address?

How do I place a corporate order?

Question 39

How to find the size of a hamper box.

Accepted Answer

Though it may be rare, sometimes customers may sometimes may request the size of a hamper. You can find the dimensions of each hamper under the shipping information for each product SKU.

1. At the left of any page, select Products > View Products from the menu panel:

Screen_Shot_2023-05-25_at_3.42.46_pm.png

2. This will load the Products page, where you can search with different points of information, including the Product Name or SKU. Hit <> or <> to search:

Screen_Shot_2023-05-25_at_3.45.57_pm.png

3. This will show all results relating to your search, providing a quick look on information such as Available QTY and Status (Active / Inactive):

Screen_Shot_2023-05-25_at_3.47.03_pm.png

4. Clicking the Product SKU <> will open the product information on your main browser page. From the menu on the left in the Product Page, navigate to Shipping:

Screen_Shot_2023-05-25_at_3.50.59_pm.png

5. This will scroll directly down to the shipping information, which includes the Product Dimensions (inclusive of the external shipping box):

Screen_Shot_2023-05-25_at_3.53.28_pm.png

Question 40

Why have you asked me for photos?

Accepted Answer

We take pride in the quality and presentation of our products and do everything possible to ensure that every recipient is satisfied with their delivery.

If your order arrives damaged, contains the incorrect product, or is missing items, please contact our Customer Service Team as soon as possible. Please send your order number along with a brief description and photos of the issue, including whether you require a replacement.

We require photos so that we can better understand the extent of the damage or issues with the product.

Receiving a copy of these photos will help our teams ensure that sufficient measures are in place for future orders. We are always looking for ways to improve our customer experiences and provide the best service and product!

FURTHER INFORMATION

My order arrived damaged / faulty. What can I do?

I received an incorrect item. What can I do?

There is an item missing from my order. What can I do?

Question 41

The Hamper Emporium Corporate Christmas Catalogue 2025

Accepted Answer

We are delighted to share with you our festive range of hampers! Clicking on the image above will redirect you to our 2025 Corporate Christmas Catalogue. If the above does not work, please copy and paste the following into your browser:

https://the-hamper-emporium.paperturn-view.com/he-christmas-corporate-catalogue-2025?pid=ODk8906967&v=1.4

FURTHER INFORMATION

Can I place a corporate order now for delivery closer to Christmas?

How do I add my logo (branding) to my corporate hampers?

What if no one is available at the delivery address at the time of delivery?

How do I track my corporate order?

Question 42

Shipping GST

Accepted Answer

Flat rate 10% GST on shipping

Question 43

Company Logo Monogram Plate

Accepted Answer

Leather products can be monogrammed with a company logo. Details are:

Set up fee of $295
"Stamp" for monogramming leather
Typehead is 25mm
Take about 3-4 days to produce from sign off
We require the true vector file and an image of the product

Supplier Contact Details:

Production@multicolor.com.au - Ross & Alex

Ross Email Footer 9-23 Alex Email Footer 9-23

Question 44

Rebecca Ryder

Accepted Answer

Rebecca Ryder - Ukrainian gaming comany

International transfer fee

Transfer details in internal notes on Neto account

Need to manage her account account closely

Will not like that she doesn’t have transparency to account credit, will add this as a summary in her monthly update

Online casino - offshore gambling

Credit on accounts may need to be managed in esuite

Question 45

Discount Parameters (Basic)

Accepted Answer

Single Use Discounts:

10% only when bulk to one address

5% considered under other circumstances, generally from 50+ though BULK5 can be provided for 6+

Ongoing Discounts:

Eligibility is variable.

While we do not have strict requirements, our ongoing discount structures are typically offered to clients who meet one of the following:

A minimum of 6 hampers per order, or
An annual spend of at least $1,000.

Macro - VIP :: General Support :: Discount Requirements Not Met, Client Not Eligible

Question 46

When will you dispatch my order?

Accepted Answer

We're delighted to provide same-day dispatch for orders placed by 3pm (Sydney time) on weekdays. This means your order leaves our warehouse that day!

Please note that this is dispatch only, for all hampers sent with Australia Post.

All other shipping methods, including Preferred Date, Weekend, Same Day or Chilled delivery will be dispatched as required.

To ensure the successful delivery of your order, our expert courier partners and logistics team have scheduled specific collection dates from our warehouse. Specific dispatch days are required for the freshest, safest and most accurate delivery - we thank you for trusting our expertise!

FURTHER INFORMATION

What delivery options do you offer and what do they cost?

What does "dispatch" mean?

How long does delivery take?

Question 47

How to Transfer to Corporate

Accepted Answer

We sometimes receive calls, tickets or chats that are intended for corporate. There are a few things we need to do before we transfer them through.

Please see the article 'How to recognise a corporate order' to ensure it is definitely a corporate customer.

Where to send each communication

Phone call - HGA Corporate Calls

Live chat - Corporate Sales

Tickets - Corporate

Phone call

Before we transfer a phone call to corporate we need to ask a few questions:

● Caller’s Full Name
● Company / Business Name
● Best Phone Number
● Email Address
● Order / Invoice Number
● How many hampers?
● All the same hamper?
● To the one address?
● Additional Information / Reason for Call

(Need to insert steps here)

HGA Corporate Calls

Tickets

Corporate customers sometimes send through their enquiries to the wrong email which is why we receive corporate tickets.

Before sending a ticket to corporate ensure it is actually a corporate order. You will find the article 'How to recognise a corporate order' on knowledge base.

When you have identified it is a corporate order, you will see there are some drop down menus on the left hand side.

Zendesk left hand side.PNG

When selecting 'Assignee' it will bring this drop down menu

Ticket to corporate.PNG

You will need to select 'Groups' at the very top

When you scroll up a little bit you will find all the corporate groups

Finding Corporate.PNG

From here, select 'Corporate'

Which will bring up this

Asign to Corporate.PNG

Where you will select 'Assign to Corporate'

Live Chat

Sending a live chat to corporate is the same as transferring a ticket, however, we assign it to corporate sales.

It will bring a pop up box, asking if you would like to assign it to corporate and leave the chat.

Question 48

Searching for an order: Recipient Name

Accepted Answer

There are a few ways to search for an order, depending on what information you have been provided with. Here is how to search with only a Recipient's Name.

1. At the top of any page, select Orders from the drop down menu:

Screen_Shot_2023-05-25_at_10.12.19_am.png

2. Type the Recipient's Name (full name as shown on the shipping label) into the search bar and hit <> or the magnifying glass to search:

Screen_Shot_2023-05-25_at_11.57.15_am.png

3. A new window will open, with a list of all orders relating to your recipient's name! Confirm any further information you can, including the shipping address to narrow down your search if required. Click the required order number <> and close the window - the order will open on your main browser page:

Screen_Shot_2023-05-25_at_11.57.09_am.png

RELATED ARTICLES

Searching for an order: Order Number

Searching for an order: Purchaser's Email Address

Question 49

Why have you substituted an item in my hamper?

Accepted Answer

Due to seasonal variations and exclusivity of our stock, items in hampers may occasionally be substituted for products of the same or higher value and quality. This information is usually stated on each product page and our team always tries to substitute like-for-like.

FURTHER INFORMATION

The item I want is out of stock, will it be available soon?

I received an incorrect hamper. What can I do?

There is an item missing from my order. What can I do?

Question 50

How to REFUND customers credit on their account

Accepted Answer

Sometimes customer do not want credit with us and they want their credit to be refunded back to their original payment method.

To refund the credit:

In Neto, search customers name or email address and open account or open customers account from an order of theirs
Click Account on the top tabs which will bring you to any credit sitting on the customers account under Account Credit. If there are no funds available then the customer has either been refunded back to the original payment method or they have used the credit to place a new order
Click Pay Refund that will open a new page
Check the Payment Method used and open the correct payment platform for the refund-click here for Payment Platforms (edit)
Once the refund has been processed in the payment platform, in Neto, click Process Refund and then click Mark as paid and complete. On the next page the status will show as Completed.
Once the refund is completed, you can go back the customers account, click Account and see Account Credit should be $0.00

TBC

Q: Custom SKU Clients

Knight Frank Includes two branded Gift Tags, charged $3 each Porters 640a Porter Equipment Hamper $110 Includes additional client merchandise Azura 206A-1-AZURA-CUSTOM $130 Includes client toolbox Brown Bros Upgrades presentation size for $5 per hamper Includes wine insert & client wine TEAM Estate Personalises & engraves candle included in hamper Charged $6 service fee Beijer Ref Support Centre Includes key rings, letter & adds both branding The Woods Farm Orders peanut brittle, etc in bulk

Question 51

How do customers use their account credit to place an order?

Accepted Answer

Please view the article that shows you how to shows customers account credit here.

Customers can log into their online account with us (website) where they will see their Available Credit on the account page as shown below.
Screenshot_2023-04-04_at_1.07.12_pm.png

When the customer is at checkout and is up to the Payment details sections, they will see a box with Available account credit. Customer needs to type in the amount needed from the credit amount
Once they click enter, the remaining funds (if there are any) will show in the right hand side
Customer then needs to continue payment as normal for the remaining funds with the payment method they want and click Confirm & Process Order
If there are no funds needed after the credit amount is entered then customers can just click Confirm & Process Order

Question 52

Why is my discount code not working? How to apply a code.

Accepted Answer

To apply a unique discount code at The Hamper Emporium, follow the prompts to the final checkout page and prior to making payment:

Enter your code under "Discount code or gift card"; and
Click "Apply".

It's that simple!

QUICK LOOK

If, however, you are still unable to apply your code, please contact our Customer Service team for assistance.

FURTHER INFORMATION

Why can I not confirm my order?

Do you have any current promotions or discounts?

Question 53

Amending a Dispatched/Pick Order with a New Hamper in a New Order

Accepted Answer

Once an order has been dispatched in the warehouse, the order CAN NOT be amended or changed.

Should a customer contact us to update an order with details always check -

Order is dispatched in the top right-hand corner. If it is showing to be in Pick the order can be amended. You can place the order on hold and start the process

Date updated: this is when the order has been dispatched, printed and packed ready for pickup by the couriers with a time stamp.
If this date and time are before the 1 pm cut off for the current day, then work with your Manager.

Please make sure to advise the customer, we will confirm with them this action of changes are able to be done. Don't promise or guarantee this action.

Screen_Shot_2023-03-22_at_2.27.40_pm.png

Please Note:

Should the order be dispatched and the couriers have picked up the order in the afternoon, we cannot amend the hamper selection for the customer

Action to change the order details once it has been dispatched and located by the warehouse team -

Once you have the new/amended order details, your Manager will work with the warehouse to find that order.
To have the warehouse team search for the order, you must enter the required information in the correct Dispatch chat (HE, GA or MBP).
You must letter your chats with the next available letter (a,b,c,d) and provide the following; 1) order number 2) Updated date and time 3) sku 4) courier.
Once the order has been found delete the connote from the order at the bottom of the page
Put order onto HOLD.
Now you are able to create a new order with the correct hamper.

Action to create a new order with the new hamper-

Visit: Create RMA / RMA email / RMA order page on how to create your RMA and New Order from RMA

Link: https://thehamperemporium.zendesk.com/knowledge/articles/360000103356/en-gb?brand_id=341494&return_to=%2Fhc%2Fen-gb%2Farticles%2F360000103356

Question 54

What do I do if it looks like an order has been stolen?

Accepted Answer

STOLEN ORDERS

For all orders where ‘signature not required’ has been selected, we do not take responsibility or liability for an order that is lost or stolen after our couriers have recorded the package as 'successfully delivered'. This is noted in our FAQ'S

In saying this, there are some instances where we will take responsibility and offer a replacement or a refund. Examples are:

When the customer has selected that a signature is required upon delivery but the courier has not honoured these instructions and left the parcel anyway.
When the proof of delivery supplied shows the order to be left in an unsafe location or has been left in a completely unrecognisable location.

Please always check with your manager or supervisor before offering a refund or replacement on a stolen order.

Question 55

Customer Service Checklist

Accepted Answer

This is a Daily Checklist to follow as a guide for the daily operation of Customer Service.

AM

Switch phone to online
Log into Zendesk Chat
Look for any urgent tickets re: orders, changes of addresses, updating of orders from customers from the previous night.
Clear Spam tickets
Work through new ticket first before your open tickets
Do not cherry pick tickets, work from oldest through to newest

Gifts Australia (GA) CMS -

Check Pending Dispatch - Dispatch all orders that are vouchers / experiences
Check New Orders for any orders that have used account credit to purchase and move to Pick
Check Holds for any orders that are - on hold over $500 and move to Pick

Hamper Emporium (HE) CMS -

Check Holds for any orders that have been missed and need to be dispatched.
NB: Please leave any orders that have branding on it for Corporate team. If unsure please check with Corporate Team

10am Cut Off
Check New in HE & GA
Check Holds in HE & GA
Push through any orders that needs to be same day Sydney with warehouse via hangouts

PM

1pm Cut Off
Check New in HE & GA - any orders that needs to be dispatched
Check Holds in HE & GA - for missed orders that needs to be dispatched
Push through any orders that need to be delivered the next day with warehouse via hangouts
Make sure all tickets have been replied to from customers.

End of the Day - Have a pleasant evening.

Question 56

Declined Payments: Error code information

Accepted Answer

Sometimes a payment will be uncaptured, cancelled or failed. There are various reasons why, here is a list & what they mean:

<>> To search for a specific code.

DECLINE CODE	DESCRIPTION	NEXT STEPS
authentication_required	The card was declined as the transaction requires authentication.	The customer should try again and authenticate their card when prompted during the transaction.
approve_with_id	The payment cannot be authorized.	The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
call_issuer	The card has been declined for an unknown reason.	The customer needs to contact their card issuer for more information.
card_not_supported	The card does not support this type of purchase.	The customer needs to contact their card issuer to make sure their card can be used to make this type of purchase.
card_velocity_exceeded	The customer has exceeded the balance or credit limit available on their card.	The customer should contact their card issuer for more information.
currency_not_supported	The card does not support the specified currency.	The customer needs to check with the issuer whether the card can be used for the type of currency specified.
do_not_honor	The card has been declined for an unknown reason.	The customer needs to contact their card issuer for more information.
do_not_try_again	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
duplicate_transaction	A transaction with identical amount and credit card information was submitted very recently.	Check to see if a recent payment already exists.
expired_card	The card has expired.	The customer should use another card.
fraudulent	The payment has been declined as Stripe suspects it is fraudulent.	Do not report more detailed information to your customer. Instead, present as you would the generic_decline described below.
generic_decline	The card has been declined for an unknown reason.	The customer needs to contact their card issuer for more information.
incorrect_number	The card number is incorrect.	The customer should try again using the correct card number.
incorrect_cvc	The CVC number is incorrect.	The customer should try again using the correct CVC.
incorrect_pin	The PIN entered is incorrect. This decline code only applies to payments made with a card reader.	The customer should try again using the correct PIN.
incorrect_zip	The ZIP/postal code is incorrect.	The customer should try again using the correct billing ZIP/postal code.
insufficient_funds	The card has insufficient funds to complete the purchase.	The customer should use an alternative payment method.
invalid_account	The card, or account the card is connected to, is invalid.	The customer needs to contact their card issuer to check that the card is working correctly.
invalid_amount	The payment amount is invalid, or exceeds the amount that is allowed.	If the amount appears to be correct, the customer needs to check with their card issuer that they can make purchases of that amount.
invalid_cvc	The CVC number is incorrect.	The customer should try again using the correct CVC.
invalid_expiry_year	The expiration year invalid.	The customer should try again using the correct expiration date.
invalid_number	The card number is incorrect.	The customer should try again using the correct card number.
invalid_pin	The PIN entered is incorrect. This decline code only applies to payments made with a card reader.	The customer should try again using the correct PIN.
issuer_not_available	The card issuer could not be reached, so the payment could not be authorized.	The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
lost_card	The payment has been declined because the card is reported lost.	The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
merchant_blacklist	The payment has been declined because it matches a value on the Stripe user's block list.	Do not report more detailed information to your customer. Instead, present as you would the generic_decline described above.
new_account_information_available	The card, or account the card is connected to, is invalid.	The customer needs to contact their card issuer for more information.
no_action_taken	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
not_permitted	The payment is not permitted.	The customer needs to contact their card issuer for more information.
offline_pin_required	The card has been declined as it requires a PIN.	The customer should try again by inserting their card and entering a PIN.
online_or_offline_pin_required	The card has been declined as it requires a PIN.	If the card reader supports Online PIN, the customer should be prompted for a PIN without a new transaction being created. If the card reader does not support Online PIN, the customer should try again by inserting their card and entering a PIN.
pickup_card	The card cannot be used to make this payment (it is possible it has been reported lost or stolen).	The customer needs to contact their card issuer for more information.
pin_try_exceeded	The allowable number of PIN tries has been exceeded.	The customer must use another card or method of payment.
processing_error	An error occurred while processing the card.	The payment should be attempted again. If it still cannot be processed, try again later.
reenter_transaction	The payment could not be processed by the issuer for an unknown reason.	The payment should be attempted again. If it still cannot be processed, the customer needs to contact their card issuer.
restricted_card	The card cannot be used to make this payment (it is possible it has been reported lost or stolen).	The customer needs to contact their card issuer for more information.
revocation_of_all_authorizations	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
revocation_of_authorization	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
security_violation	The card has been declined for an unknown reason.	The customer needs to contact their card issuer for more information.
service_not_allowed	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
stolen_card	The payment has been declined because the card is reported stolen.	The specific reason for the decline should not be reported to the customer. Instead, it needs to be presented as a generic decline.
stop_payment_order	The card has been declined for an unknown reason.	The customer should contact their card issuer for more information.
testmode_decline	A Stripe test card number was used.	A genuine card must be used to make a payment.
transaction_not_allowed	The card has been declined for an unknown reason.	The customer needs to contact their card issuer for more information.
try_again_later	The card has been declined for an unknown reason.	Ask the customer to attempt the payment again. If subsequent payments are declined, the customer should contact their card issuer for more information.
withdrawal_count_limit_exceeded	The customer has exceeded the balance or credit limit available on their card.	The customer should use an alternative payment method.

Question 57

How to place an order for new customer

Accepted Answer

Start the order

Open Neto
On left hand side under Sales Orders select + Add Order
Click Create new customer and generate a random username and password

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Billing and shipping details

Enter customer first and last name
Enter customer billing address - once the post code is entered, select a suburb from the drop down if required
Enter customer phone number and email address
Enter recipient first and last name
Is this going to a business address? Enter a Company Name
Enter the delivery address - once the post code is entered, select a suburb from the drop down if required
Enter recipient phone number

Order items and shipping options

Enter the name of the item the customer would like to order, then select the correct item from the drop down menu - make sure it's in stock!OR Select the customer's choice of Gift Card from the drop down menu
Enter the Recipient Name
Enter the customer's card message - make sure to check for spelling errors
Repeat the steps above if the customer is ordering multiple different items - if the customer is ordering multiple of the same item with no change to the gift card or recipient, you'll need to change the Quantity
Calculate shipping and select the correct shipping option from the drop down menu if required
Can the order be left at the property if no one is available? If not, tick Signature Required
Enter any specific delivery notes in Customer Instructions (these will be printed on the shipping label)
When does this order need to be delivered? If as soon as possible, enter asap in the Delivery Date field. If the customer has a preferred delivery date, enter the date in Date Required at the top of the page under the Shipping Address tab
Select Save as New Order

Processing Payment

Select Pay Now
Select Pay with - Payment Method
Choose the Payment Method from the drop down menu (Visa/Mastercard)
Enter Card Holder name
Enter Card Number
Enter Expiry Date
Enter Card CCID (often called CCV or CVV - three digits on the back of the card)
Next to Amount Paid, select Use Amount Owed. The amount owed will populate in the box.
Select Make Payment
Make sure your payment has been processed successfully.
- If successful - A green notification box will appear stating that this payment has been processed. The amount owed on the order will change to $0.00. The order status will now show as Approved.
- If unsuccessful - A red notification box will appear stating the reason why the payment was not able to be processed. The amount owed on the order will not change. The order status will remain as Unapproved. You will need to process the payment again.

Finalise Order

On the left hand side of the order, select E-mail Tax Invoice
A new window will open showing the invoice, change the FROM email address from your own to either sales@thehamperemporium.com.au or info@giftsaustralia.com.au or i nfo@maggiebeerproducts.com.au at the bottom of this window select Send Tax Invoice
Once sent, close the window
On the bottom left of the screen, select Pick

Your order has now been processed and will be printed and picked by the warehouse team.

Question 58

My order arrived damaged / faulty. What can I do?

Accepted Answer

We take pride in the quality and presentation of our gifts, and we do everything possible to ensure that every recipient is satisfied with their delivery.

If your order arrives damaged, please contact our Customer Service Team as soon as possible! Please send your order number along with a brief description and photos of the damage, including whether you will require a replacement.

Depending on the extent of the damage, we will happily replace, exchange, or issue a credit or refund and will strive to find the best solution to resolve the issue for you.

Please note the following conditions:

Reasonable damage in transit to packaging is expected and is not eligible for a refund or exchange.
We will require photos to better understand the extent of the damage or issues with the product.
We will not be able to replace, exchange or issue a credit or refund for any product that has been dispatched for more than 30 days.
Please note that refunds will be processed back to the original method of payment.

FURTHER INFORMATION

The cardboard of my hamper arrived torn. Why?

How long will it take for me to receive my refund?

There is an item missing from my order. What can I do?

I received an incorrect item. What can I do?

Question 59

New Enquiry Questions

Accepted Answer

Contact Details: How can we reach you?
- - Name, company, phone number & email
- Quantity & Frequency: How many hampers were you looking at ordering and how often?
  - For example: 200 hampers across the year may be only 2-3 per month, then 170 at Christmas.
- Delivery Method: Will the hampers be delivered direct to client, or to one location in bulk?
  - This affects the cost of delivery for us as a company - we pay less if bulk delivered via TNT than if individually through AP. This also means that we may be able to offer a better discount.
- Branding: What branding options are you after?
  - This can factor into the discount as well.
- Budget: Do you have a specific budget that you are working with?
  - This will factor into the hampers we suggest (if they don't have a specific idea) and the discount we offer.
  - Sometimes they have tiers to work with, i.e. High >$200; Mid ~ $150; Low < $100
- Hamper Specifics: Do you have a specific hamper you are after? [If not] We can make a few suggestions, what are your preferences?
  - Alcohol / no alcohol; wine / sparkling; food / homewares; sweet / savoury; etc

Make sure all of the below are asked & answered -

- - - Contact Details
      - Name:
      - Email:
      - Phone Number:
      - Company Name:
    - Who will you be sending the gifts/hampers to:
    - One or multiple delivery addresses:
    - Expected Volume per month/annum:
    - Budget Per Hamper:
      - Is the budget including branding?
    - Alcohol: YES/NO
      - If Yes what type:
    - Branded Ribbon: YES/NO
    - Branded Gift Tags: YES/NO
    - Is there anything else you were looking for:
    - Any other comments:

Question 60

Can I order now for delivery closer to Christmas?

Accepted Answer

The Hamper Emporium will deliver a hamper straight to the door for free*!

While we do offer preferred date delivery for some areas within Australia, we understand that some people like being prepared and we would like to offer the following delivery option:

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What do I need to know?

Pre-order your hamper now and we will dispatch for delivery during the weeks leading up to Christmas Day, to ensure you have a gift to celebrate! The above shipping method must be selected at checkout.
We will be shipping with Australia Post, which will provide you with a live tracking link after dispatch.
Please note that delivery is an estimated arrival, though we will dispatch all orders based on your shipping location! This means that even if you're sending your gift to WA, we will make sure we dispatch within the estimated delivery window, as per information provided by our courier partner.
Select your preferred week of dispatch from the calendar at checkout, or leave it blank for the next available week!
Please note that if the date is greyed out, this means you cannot select that date. Free-typing a preferred date that is not available, will result in the next available date being selected.
Available for a limited time only and may not appear at checkout.
All standard, express and preferred date delivery options will remain available.

Make sure you regularly check your tracking link to keep up-to-date on the delivery status of your order!

* When selected at checkout: Standard Delivery with Australia Post or Christmas Preferred Dispatch Week

Should you have any questions or concerns regarding this shipping option, please reach out to our friendly Customer Service Team.

FURTHER INFORMATION

I pre-ordered for Christmas, when will it be delivered?

Christmas Hampers

Christmas 2023: Recommended Last Order Dates

Christmas Hampers

What types of delivery do you offer? What does it cost?

Question 61

I haven't yet received a response to my enquiry?

Accepted Answer

Our team is dedicated to responding to all queries as quickly as possible. If you haven't heard from us yet, it could be due to:

The contact information we have is incomplete or insufficient, i.e. an email address has been submitted as "gNail" vs "gMail"; or
The email address your enquiry has been sent to was incomplete or insufficient, i.e. should be ".com.au".

We appreciate your patience, especially during busier times. To ensure a quicker response, please avoid sending multiple forms or emails, as this could delay our reply. If you’d like to talk directly with a team member, feel free to call us at 1300 459 452.

We’re here to help Monday to Friday, from 9 AM to 5 PM (Sydney time)!

FURTHER INFORMATION

How can I talk to a real person?

Can I edit, make changes to or cancel my order once it has been placed?

Question 62

When will my cheese expire? What is the 'best before' date?

Accepted Answer

The cheese included in our hampers is made fresh and have an approximate refrigerated shelf life of 23 days from production, indicated by the 'best by' date. Cheese ripens and develops its characteristic flavours over time, so it will be at its peak flavour when enjoyed close to this date.

Don't worry if the cheeses in your hamper are nearing their 'best by' date; this simply means your cheese-loving recipient can savour a mature and full-flavoured cheese! The 'best before' date should be regarded as a guideline, as it is not the same as a 'use by' date. In fact, cheese often improves with age!

If you decide to enjoy your cheese at a later date, use your best judgment. Generally, if a cheese looks and smells good, it is likely to taste good as well!

FURTHER INFORMATION

What do I need to know about the delivery of my cheese hamper?

Can I return or exchange my cheese hamper?

What is the shelf-life of your products, when do they expire?

Question 63

How do I know my order has been placed?

Accepted Answer

Once you have selected Confirm & Process Order at our online checkout, your payment will be processed and your order will be placed!

Once your order is successfully completed, the checkout page will refresh to display your order number, and you'll have the option to print a receipt. You will also receive a confirmation email at the address you provided during the checkout process, which will include a copy of your order invoice.

Please double-check the shipping information in this confirmation email. If you need to make any changes, contact our team immediately!

After your order has been dispatched from our warehouse, you will receive another email containing a link to your live tracking information. This is the easiest way to check the most up-to-date details regarding the location of your order.