FAQs

 

 

Can I order a custom hamper?

With more than a decade of experience, we have developed a range of exquisite hampers to suit all recipients, occasions and price points.

While we do not offer one-off custom hamper orders, each of our hampers is filled with products hand-chosen by our experienced team to ensure the highest of quality.

The Hamper Emporium hampers also undergo multiple testing phases to ensure that they are always delivered in the same perfect condition that they leave our warehouse in.

We do occasionally customise hampers for larger corporate orders - if you have something specific in mind, please contact our Corporate Team or visit our Corporate Page for more information.

 

Do your hampers cater to dietary requirements?

The Hamper Emporium offers a wide range of hampers including many without food items so that there's a hamper choice for all.

The Hamper Emporium food hampers do not currently cater to specific dietary requirements such as vegan, gluten free, nut free, kosher etc, but we know your recipient will love our non-food hampers just the same.

 

Can I choose which size clothing is included in my baby hamper?

While customers are unable to choose the size of clothing in our baby hampers, we aim to provide sizing that is suitable for a majority of newborn babies.

Sizes will vary from hamper to hamper and are subject to change. The size that we currently have available will be listed in the hamper contents for each hamper so you will always know the sizing before you place your order.

 

Can I choose which size robe is included in my hamper?

All of our luxury plush robes come in one size fits most. This applies to hampers for both him and her and allows us to create luxurious hampers suitable for most recipients.

Our luxury plush robes offer a tie-up waist, making them adjustable and able to fit a wide range of sizes.

 

How can I have my products included in your hampers?

If you are interested in having your products included in our hampers, please email our buying team directly at buyer@thesolgroup.com.au.

Please be aware that we have a large number of incoming enquiries of this nature, so a response from our buying team is not always guaranteed. Our buyers will be in touch with you should they want to request a sample or require more information.

 

Which payment methods do you accept?

Orders can be placed with Visa, MasterCard, PayPal, zipPay, Afterpay or Direct Deposit.

 

Will my order be processed in AUD?

All payments on our website are processed in Australian Dollars (AUD). 

Our website does allow for currency selection, although this is just a guide and all payments are processed by our website in Australia Dollars, then converted by your financial institution based on the current exchange rate.

 

Why haven't I been charged 10% GST on my hamper?

As our hampers contain a mixture of GST and non-GST applicable products, each hamper has a different GST rate. The rate for each hamper is determined by the combination of GST and non-GST applicable items within it.

For example, quince paste, salted caramel sauce, and olives are all GST free items. Whereas chocolates, nuts and wine are GST applicable.

For more information on this from the Australia Taxation Office, please click here.

 

How do I know my credit card details are safe?

We utilise one of the most secure transaction channels available in the world today.

Our Ecommerce application includes the following security features:

  • We use E-Way as our credit card payment gateway which ensures your credit card details are recorded in a highly secure 128 bit encrypted environment.
  • All browsers are required to use a minimum of 40-bit SSL (Secure Socket Layer) technology (This means that there is no way to bypass the security systems).
  • Digital certification to verify integrity and authenticity from this website.
  • Encrypted card details are sent with your order to our accounts department to be processed. Your card details are erased from record as soon as your order is processed. This eliminates the risk of your credit card details being captured and used by unauthorized people.
  • Ecommerce functionality programmed and maintained by Mantis Technologies. A sophisticated Australian website developer specializing in internet security and watertight website infrastructure.

This means that when you order hampers from our website, you can rest assured that the highest security checks have been put in place to ensure that your details will not fall into the wrong hands.

 

My credit card details are being declined. Why?

The majority of credit card errors are caused by an issue regarding the credit account or financial provider (eg. insufficient funds, expired credit card). Please check with your bank that there are no issues with your account.

If these causes are ruled out and the error continues to occur please contact our Customer Service Team.

 

Do you accept American Express?

Unfortunately no, we do not currently accept American Express as a payment method. 

 

I have a problem with my PayPal account. What do I do?

We are unable to offer any support or advice regarding issues you may be experiencing with your PayPal account.

If you are having problems processing your payment with PayPal, you will need to contact PayPal directly.

 

I have an issue with my zipPay account. What can I do?

We are unable to offer any account or technical support for issues you may be experiencing with your zipPay account.

If you are experiencing an issue with your zipPay account, or just have questions about their service, please contact zipPay directly here.

 

What is Direct Deposit?

Direct deposit refers to the transfer of money directly from one bank account to another.

To pay for your order with Direct Deposit, your order will be processed without upfront payment. You will then receive our bank account details and will need to transfer the total of the order to our bank account.

Please note that your order will not be dispatched from our warehouse until the payment has successfully cleared into our bank account. This can sometimes take up to 3 business days, therefore, we do not recommend using this payment method for urgent orders. 

 

How can I place an order?

The best way to place an order with The Hamper Emporium is via our easy-to-use, secure online ordering system.

This allows you to browse our entire selection with convenience and ensures you can check that all of the details you are entering are correct. This is the fastest and easiest way to place your order.

Alternatively, you can place your order over the phone by contacting our Customer Service Team.

 

Can I place an order from outside Australia?

Yes, we accept orders placed from anywhere in the world!

However, our website only accepts Australian postcodes at this stage. When you are at the checkout, enter your billing postcode as the same Australian shipping postcode you are sending the hamper to (this won't affect your order).

 

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

Absolutely!

Once you have added a hamper to your cart and proceeded to check out, you will be prompted to select a card and add a card message to your order. If you have more than one hamper in your cart, you will be able to add a card message for each hamper.

You will be given a choice between our FREE deluxe gold embossed gift card, or upgrade to a premium gift card of your choice.

There is a character limit of 500 characters per card and messages will be printed exactly as typed. Remember to say who it's from!

 

Can you gift wrap my hamper?

To ensure the perfect impression every time, The Hamper Emporium hampers are presented in a beautiful custom-designed hamper box and do not require any further wrapping. For this reason, we do not offer extra gift wrapping services.

 

How do I know my order has been placed?

Once you have selected Confirm & Process Order at our online checkout, your payment will be processed and your order will be placed. If successful, the checkout page will refresh to show your order number and allow you to print a receipt.

You will also be sent a confirmation email to the email address you provided when placing your order. The email will also contain your order invoice.

 

Can I amend my order once it has been placed?

Once your order has been placed, we are only able to make amendments if the order is not yet dispatched. Once the order has been dispatched, no amendments can be made. This includes any changes to the delivery address, ordered items, gift card messages, etc.

Please note that during the busy Christmas period (November/December) we will not be able to make any changes to orders once they have been placed on the website, regardless of whether or not they have been dispatched. 

 

Can I cancel my order?

Once your order has been dispatched, we are unable to cancel it. If your order has yet not been dispatched, we may be able to stop the order.

Please contact our Customer Service Team who can cancel your order and issue a refund if possible.

 

How long does delivery take?

For an estimate on how long your order will take to arrive, enter your delivery postcode into our delivery calculator here.

Delivery time is the amount of time an order will take to arrive to the delivery address once the order has been dispatched from our warehouse. The dispatch time depends on the time and day that your order is placed.

Orders placed before 1pm (Sydney time) Monday-Friday will be dispatched on the same day.

Orders placed after 1pm (Sydney time) Monday-Friday, on Saturday/Sunday or on a public holiday, will be dispatched the following business day.

Once dispatched, the delivery time will depend on exactly where your order is being delivered to.

 

What types of delivery do you offer?

The delivery options available to you will depend on the postcode your order is being delivered to.

Once you have entered the delivery postcode at the checkout, the relevant options for that area will appear.

STANDARD DELIVERY - Free
  • Sent via Australia Post
  • Can deliver to PO Boxes and Parcel Lockers
  • Delivery estimates below may increase by 1-2 business days during busy periods such as Christmas
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)
  • Deliveries to some regional areas may be made directly to the nearest post office
EXPRESS DELIVERY - $16.95 - $24.95 per hamper depending on the delivery postcode
  • Sent via StarTrack, Australia Post Express or StarTrack Courier (depending on your delivery postcode)
  • Next business day delivery to all capital cities and some metro areas if the order is placed before 1pm (Sydney time)
  • Not available to PO Box or Parcel Locker addresses.
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)
  • Deliveries to some regional areas may be made directly to the nearest post office
PREFERRED DATE DELIVERY- $16.95 - $24.95 per hamper depending on the delivery postcode
  • Delivery on your requested day
  • Only offered to delivery postcodes within capital cities and major metropolitan areas
  • Sent via StarTrack, Australia Post Express (depending on your delivery postcode)
  • Not available to PO Box or Parcel Locker addresses
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)

FUTURE DELIVERY - Free

  • Required to select a preferred date of delivery. This delivery date is not guaranteed, however we will ship your order on a date that will aim for delivery on or before the requested date.
  • Sent via AUSTRALIA POST
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)
  • Deliveries to some regional areas may be made directly to the nearest post office

 

Do you offer same day delivery?

As we are located in Sydney, we are only able to offer a same day delivery service to the Sydney metropolitan area. Enter your delivery postcode here to see if this delivery option is available to you.

Same Day Delivery costs $16.95 per hamper. 

Orders must be placed before 10am AEST, and will be delivered between 1pm-6pm the same day. As this service is delivered by a point-to-point courier, we are unable to deliver to Parcel Lockers or P.O. Boxes. 

Please ensure that your recipient will be available to accept the parcel, or that there is a safe place for the order to be left on the chance that there is no one available. This may mean sending your order to your recipient's work address, if they are not usually home during delivery hours. Our same day couriers are unable to take any orders to the post office for collection on the chance that no one is home to receive the order. 

 

Can I choose when my order is delivered?

At step 2 of the checkout, you will be asked to enter a shipping address and select a shipping method.

By selecting Preferred Date Delivery, you will have access to the calendar to select which date you require delivery on.

Our couriers will deliver your order between business hours but are unable to guarantee a particular time of delivery.

Please note that our calendar will only allow selection of dates that are available for delivery for the particular delivery postcode you have entered. If the particular date you are wanting is not available for selection, our couriers are unable to deliver on this date. This will occur when the cut off for this delivery has passed, it is a weekend, or it is a public holiday.

 

Can you deliver on weekends or after hours?

Our couriers are only able to deliver on business days, within usual business hours. This means that deliveries only take place Monday-Friday, and are unable to be made on public holidays or weekends. 

Occasionally during busier periods such as Christmas, deliveries are made on weekends to residential addresses to keep up with demand. These deliveries cannot be requested or guaranteed.

 

Can I pick up my purchase?

Purchases are available for pick up from our western Sydney location at C1/391 Park Rd Regents Park NSW 2143. This option is offered on the website checkout to those within the Sydney metropolitan area.

Once your order is placed we require some time to pick and process it. Your order will be ready for pick up once you receive your dispatch notification. We are open for pick up Monday-Friday, 8am-4pm.

 

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

Once you have selected your shipping method at the checkout, you will be asked if your order requires a signature on delivery.

Will all of my ordered items arrive together?

 

Do you ship internationally?

We do not deliver outside of Australia, but we do deliver Australia-wide. 

For international deliveries, we advise finding a suitable gift and hamper provider in the destination country, as choosing a local provider will be significantly cheaper. Delays due to customs restrictions in many countries will also significantly compromise the quality of the gift and hamper contents.

 

Will the delivery driver call upon arrival?

Unfortunately, our delivery drivers are unable to call recipients prior to or upon delivery.

We do advise to check with the recipients, to see if it is safe to leave the order at the premises or whether the order should go to the local post office for collection.

Additional delivery instructions can be added at the checkout, in order to assist the delivery drivers in having the order delivered successfully. For example, you may want to tell your driver to beware of the dog, or to enter the property from a side gate.

Please note that these delivery instructions act as a guide to our drivers, and listing a phone number here will not ensure that you or your recipients are called. 

 

Where are my items shipped from?

The Hamper Emporium have office locations in Sydney, Melbourne, and Brisbane, however all of our stock is located at and shipped from our Regents Park location in Sydney. 

 

Can I send my own courier or shipping agent to pick up my order?

While our delivery services are provided by a professional courier network we understand that you may prefer a personal shipping agent to collect and ship your order. Please note that to organise your own courier or shipping agent your order must be for a minimum of 6 hampers.
 
The Hamper Emporium is unable to liaise with individual shipping agents to organise pick ups, and all pick ups must be organised by the customer.
 
Please note: The Hamper Emporium is not responsible for the condition of any goods once they leave our warehouse if they are being delivered by a service other than our own couriers.
 
Please contact our Customer Service Team to organise this prior to placing your order.
 

 

How can I track my order?

Once your order is shipped from our warehouse, we will notify you by email. This email will include a live tracking link for you to access at any time.

Alternatively, you can use the Track Order page.

You will need to enter the email address used to place the order, the order number, and the delivery postcode.

Once you can see your order on the next page, on the far right select Track Order. You will be redirected to our courier's live tracking website.

 

My order hasn't arrived yet. What can I do?

Please make sure you have considered the estimated delivery date or delivery window for your order. If it is still within the delivery window or is prior to the delivery date, please wait until after this time has passed before contacting us.

You can follow your parcel's journey in transit here.

As soon as your order has been dispatched we will send you a shipping notification email. A direct link to the courier's live tracking website will be included in the shipping notification email that is sent to you as soon as your order has been dispatched.

If you did not receive any shipping confirmation or you cannot find any update on the tracking status, please contact our Customer Service Team.

 

My order has been Returned To Sender by the courier. What happens now?

Occasionally a hamper will be returned to us for one of the following reasons:

  • A card was left but the recipient did not pick the package up from the post office or parcel locker.
  • The recipient is not known at that address or has moved.
  • The address details are incorrect or insufficient.
  • The delivery was refused.
  • There was no access to a secure building or complex to deliver or leave a card.
  • The recipient was in a hospital or hotel and has been discharged or checked out.
  • The courier could not contact the recipient and there was nowhere safe to leave the parcel (Same Day Sydney deliveries)

Once your order arrives back at our warehouse we will inform you via email. You will have the option to have the order reshipped from our warehouse, although an applicable redelivery fee will be passed on to you to facilitate the delivery of the hamper to the same or an alternative address.

Please note that this process is subject to change at Christmas due to the volume of returns and the nature of the products being sent. 

 

A signature wasn't required for delivery, but the courier didn't leave my parcel. Why?

Having your order delivered safely and successfully is our courier's main priority. Once they arrive at the delivery address and no one is available, they will assess if it is secure enough to leave the parcel unattended. If it is not deemed secure, the courier will not leave the parcel at the location. 

 

Can I redirect my order to a new address after it has been dispatched?

Once your order has been dispatched and picked up by our couriers, we are unable to guarantee that is can be redirected.

If you have sent your delivery to an incorrect address, please contact our Customer Service Team as we may be able to request to have it redirected or returned to sender.

Please note that any items returned to us that require re-delivery will be subject to a re-delivery fee.

 

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

In the rare event that you or your recipient are not happy with the hamper or its contents, please follow these steps.

  1. Please return the hamper in the same condition it was received to Returns #(original order number), PO Box 3210, Regents Park NSW 2143
  2. Contact our Customer Service Team to let us know that the hamper is on its way back to us and how you would like the return to be processed:
    • Exchange for another item (Shipping charges will apply to send the replacement item)
    • Store credit (Minus the cost of shipping of the original order, including orders for which shipping was free - $10.95 will be deducted)
    • Refund to the original card or PayPal account used
  3. We will email you once the item has arrived back with us and the return has been processed.

Please note that if you have changed your mind for an order that has left our warehouse but has not yet been delivered, it will first need to be delivered to the recipient and then returned to us as we are unable to redirect an order once it is already on the road.

The return must be received within 30 days of the original date of dispatch.

 

Are all items able to be returned?

Hampers containing personalised items are not able to be returned as they are customised to your specifications.

All other hampers can be returned as long as all products are unopened and in resell-able condition.

 

How long do I have to return my order?

Orders being returned back to us must arrive back in our warehouse within 30 days of the original date of dispatch.

 

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

In the event that your hamper arrives with an item missing, please contact us as soon as possible with your order number. We will provide instructions on how to send through photos of the hamper exactly as it was received to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace the missing item or issue a partial refund to find the best solution to resolve the issue for you.

 

I received an incorrect hamper. What can I do?

In the event that your hamper arrives but it is not the one that you ordered, please contact us as soon as possible. We will provide instructions on how to send through photos of the hamper exactly as it was received to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace, exchange, or issue a credit or refund depending on the situation and how you wish to resolve the issue.

If it is necessary for the product to be sent back to us we will email you a return label to cover the cost of the shipping.

 

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

In the event that your hamper or its contents arrive damaged or faulty, please contact us  as soon as possible and send through photos of the damage to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue.

If it is necessary for the product to be sent back to us we will email you a return label to cover the cost of the shipping.

 

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