Help / FAQs

Ordering

Do I need to register to place an order?

Yes, you will need to create an account with us to place an order. It only takes a few moments and all your details will be securely saved under "My Account". You will also be able to view your orders, update your personal details and amend your delivery address list. 

How can I order a hamper?

You can order a hamper:

  • online on our website 24hrs a day (registration required)
  • by telephone on +44 (0) 1303 235625
  • by sending a fax to 01303 261810
  • by post to Spicers of Hythe Ltd, Spicer House, Link Park, Hythe CT21 4LR

Easy ordering guide:

Simply use the navigation buttons above to find the hamper(s) of choice. Click "add to basket". Make sure you have the recipient(s) name, address, postcode, telephone number, personalised message and delivery instructions at the time of ordering. Choose the day of delivery before you check out and pay securely by credit or debit card. By ordering this way you will have full access to the tracking information for the hamper so you can see at a glance when it has been delivered and all addresses added will be entered into your address book for future use to save you typing the addresses in full again.

I have a large order, what do I do?

There is no restriction to the number of hampers and addresses you can send hampers to through the website; however you may wish to speak to us to guide you on the easiest way to process your order. We specialise in large corporate and bespoke hamper orders, just call us today on +44 (0) 1303 235605 to speak to our customer service team and we will help you through finding a gift solution to suit your budget and requirement.

How can I get a bespoke hamper?

We do offer a bespoke hamper service for corporate volume orders (minimum 50 units). Please telephone our knowledgeable customer service team on +44 (0) 1303 235605 for more information. It will help us if you can have the following information available:

  • Number of Hampers you are looking for
  • The "wish list" of contents of your hamper
  • Whether you would like alcohol or not
  • How deliveries will be made (individual or bulk drop)
  • Budget for hampers ex. VAT
  • Have you seen a similar hamper that you like the look of?
  • Is this a surprise gift for your staff? (This is important so when you receive a call from us we can be discreet as to who we are so the surprise is not ruined)
How are large corporate orders dealt with?

Large corporate orders are generally dealt with over the phone by our customer service team who can discuss your requirements and send you the necessary order and address forms by e-mail for completion. You will still receive tracking information by e-mail once your hampers have been dispatched.

Can I view my orders?

Yes. Simply go to "my account" at the top of the website and select "order history".

Hamper Information

Can you send me a brochure with your hampers and gifts?

We offer a free Christmas brochure usually available at the end of August/beginning of September.  Click on "Brochure Request" at the top of the website. During the rest of the year a digital format may be available. For more information please contact us on +44 (0) 1303 235605 or by e-mail at enquiries@spicersofhythe.co.uk

Can you tell me if your hampers are suitable for allergy sufferers?
  • The majority of our hampers contain chocolate and/or cheese which will not be suitable for those with intolerances to dairy goods.
  • All of our hampers are packed in an environment where nuts are handled which may not be suitable for those with a nut allergy.
  • Some products such as mince pies and Christmas pudding will contain traces of alcohol.
  • Some products do contain animal fats so would not be suitable for vegetarians/vegans.
  • Diabetics are encouraged to eat a balanced diet and not specific 'diabetic' foods so our hampers would be perfect for them to eat in moderation.

As our hampers are designed to treat clients, the contents are varied. There will be items that are suitable for all, such as delicious preserves, tea, coffee, savoury and sweet treats, which we hope will be enjoyed.

If you’re not sure about allergens please view the PDF available on each product page by clicking on "View product information".  Each PDF includes all the back of pack information.

What is the shelf life of my hamper?

This may vary depending on the hamper contents and time of the year, but it’s a minimum two months (excluding fresh food). Hampers ordered for delivery in December will have expiry dates into the New Year.

How will the hamper be packed when it arrives?

All our hampers are packed by hand and presented in a basket, presentation box or gift bag, which is then packed into an outer box to protect it during transit. Each hamper will have a stock code printed on the top right hand end of the outer box.

Hamper Personalisation

Can I have a personalised message with my order?

Yes. You can have a personalised message with each hamper, up to 240 characters including spaces and punctuation. Alternatively you can provide your own cards or compliment slips provided they do not exceed the maximum size of A5. For this option please call the office customer service line on +44 (0) 1303 235605. The message will be enclosed with the delivery documentation. Please note we do not enclose any pricing information with the delivery.

What does the standard message card look like?

Standard personal message are included as an integral part of the address label. Messages are carried underneath the address label and are completely hidden for privacy. We advise all our customers to include a message so that the recipient knows who has sent them a gift. If you choose not to include a greeting we will state "no message" in the available space.

Discounts & Promo Codes

Can you offer any discounts?

At certain times of the year we may offer various discounts which can be redeemed via a promotional codes. Sign up for our newsletter or check our website for more details.

Where do I enter my Promotional Code?

After entering delivery addresses, enter the PROMO CODE in the box on the next screen.

What savings will I get by sending multiple hampers to one address?

The website will calculate the bulk cost for sending multiple hampers to one address, based on the hampers weight and volume. If you are sending a large quantity to an address please call us on +44 (0) 1303 235605 and we will be able to advise you.

Delivery

Can you deliver hampers to more than one address?

Yes. Once you have chosen the hampers on the website and clicked on "Checkout"

  • you will have to login or create an account
  • you will then have two delivery options "Despatch to single address" or "Despatch to multiple addresses"
  • choose the multiple option and you can then create your list of addresses and allocate the hamper you wish to send with a personalised message to each address.

There is an address finder to make it easier for you to complete this section.

If you need to send a large number of hampers to many different addresses, you may find it easier and less time consuming to download our offline order form and bulk delivery spreadsheet. Once completed, simply e-mail both to orders@spicersofhythe.co.uk and our customer service team will process the order for you. You will receive an e-mail once the hampers have been dispatched to confirm the tracking information.

What are the delivery times?

If you opt for our standard UK delivery service this will take place between 8:00 – 18:00 Monday to Friday.

If you prefer premium delivery upgrades are available at a surcharge, options are:

  • Pre 9:00
  • Pre 10:00
  • Pre noon
  • Saturday pre noon
Can you do next day delivery?

We can do next day delivery as long as the hamper is ordered and processed before 13:00. However, this time may vary during our busy periods i.e. September – December.

Can you deliver on a specific day?

Yes, you can choose either a “named day” or "week commencing" delivery slot during the ordering process.

There is a small surcharge of £2.00 + VAT per parcel to have a named day service. Saturday service incurs a surcharge of £12.50 + VAT. This is calculated by our online ordering system. For more information please refer to our Terms and Conditions.

If I choose a "week commencing" delivery when will my hamper arrive?

Although we try our best to get the "week commencing" deliveries out of our warehouse as early in the week as possible, during our peak times (especially Christmas) we can only guarantee that your hamper will be delivered at some time during the chosen week. However, if you have provided us with your e-mail address at the time of ordering, we will send you a dispatch confirmation e-mail with "Track and Trace" information, as soon as your goods have been dispatched. Unfortunately, we are unable to provide the time that your hamper will arrive, but keep in mind most couriers deliver between the hours of 8:00 – 18:00. Should you require your delivery by a specific day during that week select the "named day" option.

Can you guarantee the delivery date?

Unfortunately not, there are many factors that can cause a delay in delivery, including mis-routing by the courier network, an incorrect or illegible address, adverse weather conditions and much more (on one occasion the courier's van was stolen!).  These are rare occurrences and the courier drivers will endeavour to get your parcel to its destination on the day requested.

How long does it take to deliver my hamper overseas?

This will vary depending upon the country of delivery, please contact our office on +44 (0) 1303 235605.  Unfortunately we cannot specify a named day for overseas deliveries and we have a limited ability to track the hampers once they have left the UK.

Couriers & Tracking

Can I track my order?

If we have your e-mail address at the time of ordering an e-mail will be sent to you on the evening of dispatch giving you "Track and Trace" information.

Can I contact the courier on the day of delivery?

Unfortunately not, any changes to the delivery details must be received two days before the expected delivery.

Destinations & Restrictions

Where can I send hampers to?

Hampers that do not contain fresh items (cheese) can be delivered to most European destinations and some further afield on request. Simply select the country you wish to send it to during the check out process.

Do you deliver to the USA?

No, unfortunately due to strict customs regulations we are unable to deliver goods into the United States. This also applies to the majority of Middle East destinations. Please contact the office to discuss your requirements  +44 (0) 1303 235605.

Do you deliver to PO Box or BFPO addresses?

No, unfortunately we are unable to deliver to either PO Box or BFPO addresses.

Can I send hampers to hospitals, universities or businesses? 

Yes, however we cannot send hampers to patients in hospitals. This is due to patients being regularly transferred within hospital wings and their unknown health restrictions.

Are there any other delivery restrictions?

We are unable to deliver on Sunday or Bank Holidays and we are unable to offer a next day service to Scottish Highlands and Islands, Northern Ireland, Scilly Isles and Isle of Man.

Payments & Charges

What is the VAT charge on my hamper?

The VAT charged for each hamper is clearly shown on our website next to the hamper of choice. Some items in the hampers are standard rated and others are zero rated, this will result in a mixed rate of VAT, therefore the VAT for each hamper will vary.

What are the delivery charges and surcharges?

Our delivery charges are clearly displayed on our website, next to each hamper, under the "Delivery" tab next to Description and Presentation. The delivery cost is for one hamper to one address. If you are sending more than one hamper to an address then the website will calculate a discounted rate for you based on the weight and volume.

Is there a surcharge for paying with a credit card?

No, there is no surcharge for paying with a credit card.

Is there any other method of payment available other than credit card?

Online orders can only be paid by credit or debit card. If you wish to pay by BACS or cheque we would be happy to take your order over the phone. Please contact us on +44 (0) 1303 235605.

Customers based outside the UK must place their orders online and pay using a credit or debit card.

Can you send me a copy of the invoice?

If you placed your order through our website you will be able to log back in and print your invoice. Simply go to "my account" at the top of the home page and select the "order history" option.

If you placed your order by e-mail or over the telephone, please e-mail enquiries@spicersofhythe.co.uk with your order number and we will arrange for an invoice to be sent to you via e-mail.

Cancellations & Adjustments

What do I do if I have entered the wrong information?

It is important that we have the correct information to ensure your hamper is delivered successfully. As soon as you are aware of an error please contact our customers service team on +44 (0) 1303 235605.

Can I cancel my order?

Yes. Please refer to the Terms and Conditions for more information.

How do I cancel my order?

If you need to cancel your order you should call the customers service team on +44 (0) 1303 235605 as soon as possible. For more details see our Cancellations & Returns policy.

After Sales Queries

What should I do if my hamper has not been delivered?

Call our customers service team on +44 (0) 1303 235605 and quote the order number to a member of staff who will be more than happy to help you.

What do I do if there are missing items?

All our hampers are hand packed with care. To ensure the safety of all the items some may have been packed beneath the top layer. It is likely that when you first open the hamper some items may not be visible, you will have to dig deep.

If after fully unpacking all the items you still find some missing items, please call our customer service team on +44 (0) 1303 235605.

What should I do if items in my hamper are damaged?

On the rare occasion that a hamper arrives damaged, to enable us to send a replacement, please take a photograph and e-mail it to enquires@spicersofhythe.co.uk along with the order number, batch number (found on the outer box) and recipient address. 

Why have I received a different item in my hamper than the one advertised?

On rare occasions we may have to substitute an item for another of equal or greater value due to stock availability or supply issues.

What happens if no one is in when the courier delivers?

The couriers are instructed not to leave a parcel without a signature. However, if the driver feels there is a safe place to leave the hamper without signature, the driver may do so and leave instructions on a card through the door as to where to find the parcel.  If no-one is at home when they try to deliver they will endeavour to leave the hamper with a neighbour. If they are unable to do this, they will leave a card through the door to let the recipient know they tried to deliver and will ask the recipient to call to re-arrange delivery.

As we do not have our own courier service this may vary slightly. 

I received a Spicers of Hythe hamper but I don't know who has sent it to me?

Your message is carried underneath the address label on your parcel. We strongly advise all our customers to include a message so that you will know who has sent you a gift.  However, if they decide not to include a card we will simply state “No message”. If that happens, please feel free to give us a call on +44 (0) 1303 235605 and our customer service team will be happy to help. Please ensure you have your consignment number available when you phone.

Security & Privacy

Is your website secure?

Absolutely. We have taken every precaution to make your transactions secure. We use an SSL certificate, a standard security protocol which establishes encrypted links between our website and the browser you use, thereby ensuring that all communication that happens between us remains encrypted and hence private.

Will you pass on my personal information to other companies?

No, we never give other companies our customers' details, apart from our carefully selected couriers and postal providers.

Why do I need to provide a telephone number for the recipient?

The telephone number is not always required but we may ask for it on the rare occasion that the delivery is unsuccessful.  For example, in case of remote addresses or the recipient not being at home, the courier would use the telephone number to contact the recipient and complete the delivery.

Downloads

You can easily order online or by calling us on 01303 235625, but if you prefer you can complete our order form and send it to us.

You can download the order form by clicking here and send it to us by:

We'll take care of the rest.

If your order contains a number of addresses you can download our easy to use spreadsheet by clicking here.

Any problem, please don't hesitate to give us a call and our customer service team will be happy to help.

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