Shipping policy

1. Order Processing
All orders are processed during business hours and dispatched as quickly as possible. We aim to process and ship all orders within the stated handling times at checkout. During peak periods (e.g., Christmas), processing and delivery may take longer.
Cut-off for next working day delivery: 15:00 GMT (unless a future named day delivery date is requested). Orders placed after this time will not be dispatched until the next working day.
  • Fresh food hampers ordered after 15:00 GMT on a Thursday will be dispatched on the first working day after the weekend to ensure freshness.

2. Couriers
DPD
All deliveries, apart from Penny Post Letterbox Hampers, are sent via fully trackable couriers.
If the recipient is not available during the first delivery attempt, DPD will try again the next day or take the order to a local pick-up shop.
DPD provides updates via the tracking link provided and does not leave delivery cards.
If a parcel is left at a pick-up point, it cannot be redelivered. Parcels not collected within 7 days will be returned to the sender.
  • For tracking, customers can use the link provided in the email (if available) or search at DPD Local
  •  using the parcel number.
Royal Mail – Penny Post Letterbox Hampers
  • Delivered via Royal Mail 24-hour untracked service.
  • Delivery dates selected during ordering are indicative; exact delivery cannot be guaranteed.
  • Parcels are untracked. Parcel numbers generated cannot be used to track delivery.
  • Some postcodes (Scottish Highlands, Northern Ireland, Isle of Man, Isle of Wight, Isle of Sheppey) may experience longer delivery times.
  • Royal Mail tracking numbers end in GB (e.g., SH303890658GB).

3. Weekend, Bank Holiday & Out of Area Deliveries
  • Standard weekend or bank holiday deliveries are not offered online. Weekend delivery may be arranged via our Customer Service team for a surcharge.
  • Northern Ireland deliveries are subject to higher charges and a 2-3 working day service.
International Deliveries
  • We cannot ship alcohol or food products outside the UK, including Jersey and Guernsey.
BFPO & PO Boxes
  • We do not deliver to BFPO or PO Box addresses.

4. Bulk & Warehouse Orders
  • Bulk deliveries: Contact Customer Service for multiple hampers to a single address; a quote will be provided. Bulk order spreadsheets are also available.
  • Warehouse collections: Available Monday to Friday, 09:00–16:00 GMT (excluding Bank Holidays). Orders for collection must be arranged via Customer Service.

5. Tracking Your Order
  • Customers will receive tracking information once a hamper has been dispatched.
  • For standard parcels, tracking provides a comprehensive progress report (except for Royal Mail).
  • If no one is available to sign, parcels may be left with a neighbour or a local pick-up point. Orders at pick-up points not collected within 5 working days will be returned to Spicers of Hythe.

6. Returned Parcels / Non-Delivery
  • Due to the nature and volume of our business, we are unable to proactively notify customers of every returned parcel.
  • Our team is available to assist with delivery queries, investigate issues, and provide support including redelivery or refund if damage has occurred.
  • Returned parcels are logged and checked before any refund or replacement is issued.
  • Customers are encouraged to contact Customer Service immediately if delivery issues arise.

7. Corporate & Multi-Line Orders
For large or multi-line orders placed via Customer Service, we generate an automated delivery tracking report to monitor all parcels.
  • Due to website limitations, web-based multi-line orders can only provide a single tracking link, which may not cover all parcels.
  • Customers are encouraged to contact Customer Service to obtain a full delivery report or additional support.

8. Delivery Exceptions
  • Delivery charges are based on standard service, and we cannot guarantee delivery on a specific day during busy periods.
  • Standard delivery times are not guaranteed; refunds are only considered if delays are unreasonable.
  • We cannot be held responsible for late deliveries caused by courier error or external factors beyond our control.

9. Redirection of Hampers
  • Please provide correct addresses. Redelivery or redirection due to incorrect details incurs an additional charge.

10. Cancellation & Amendments
• Orders can only be cancelled or amended prior to dispatch, with requests no later than two working days before the chosen delivery date.
• Contact Customer Service via email (customerservice@spicersofhythe.com) or telephone (01303 235600) to cancel or amend.
• Orders placed for next working day delivery require immediate phone contact; changes cannot be guaranteed.
• Orders cannot be refunded if:
Incorrect delivery information was provided at ordering.
Carrier is unable to deliver due to recipient unavailability and parcel is returned.
Parcel accepted at the provided address (even if incorrect).
Parcel refused at delivery unless due to damaged goods.
• Returned parcels can be redelivered or redirected, but redelivery charges apply. Do not attempt to return hampers yourself; unsolicited returns will not be refunded.
11. Delayed Deliveries
• Standard delivery services are not guaranteed. Refunds are only considered if delays are unreasonable.
• We cannot be held responsible for delays due to:
Adverse weather conditions
Incorrect or incomplete addresses
Courier strikes
Causes outside our control (e.g., regulatory delays, Acts of God, labor disputes, transportation delays, wars or riots)
12. Special Notes
  • All hampers require signature and are delivered to ground floor locations.
  • For special handling, please contact Customer Service for guidance.