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Delivery and Returns

Delivery and Returns

Our standard and express delivery charges encompass Mainland UK only.  

If you would like your gifts delivered outside of Mainland UK please contact us via email or telephone and we can provide a quote.

Once your order has been placed and paid in full for we will send an email confirmation to you. This should be instant, so please contact us if you do not receive this.

We dispatch all orders within 3 working days unless stated on the product description, however if you have asked us to send the item on a specific date then we shall send your parcel out on the date requested. All our deliveries are expected to be received within 3-5 working days.

PO BOXES

We regret that we are unable to deliver to PO boxes.

WEEKENDS AND BANK HOLIDAYS

We are unable to deliver on Bank Holidays. We can offer a Saturday and Sunday delivery service subject to a surcharge, please email directly for a quote.

If you want to send part of your order to a different address (such as delivering directly to a friend) then please place a separate order for each address. 

Please note : if you choose ‘Premium Express Service’ then a fee will be charged per item for this service. If you only wish to send just one item via the premium delivery (chargeable) service then we advise you to order this one item as a separate order.

All our Carabella Gift hampers are delivered via courier, we can issue you with a tracking number if you are concerned about your delivery at any time. We keep a record of every parcel and can track each one so there should be no need for lost parcels. 

The DPD local delivery driver will require a signature, unfortunately we cannot deliver your parcel to a safe place upon first attempt, but if the recipient is not present upon delivery, a card will be left stating that the delivery will be attempted again the next day unless the recipient contacts DPD local directly and requests to pick the package up from the depot or indeed would like it delivered to safe place.

If the package has attempted to be delivered twice but unfortunately the recipient hasn't been present the gift will be sent back to our warehouse.  We can re-send your gift hamper but we would have to re-charge for delivery as we would be charged for this by our courier.

We suggest that if you are not sure that the recipient will be present to receive the package or the delivery address is particularly challenging, have the package delivered to a work address where someone is guaranteed to be available to sign for it. 

DELIVERY DELAYS

We are not responsible for late delivery of any hampers or gift due to:

1. Adverse weather conditions

2. Incomplete or incorrect delivery addresses

3. Any other causes beyond our reasonable control

MISSING ORDERS

All claims for missing or damaged hampers must be reported to us within 7 days of your expected delivery date. We cannot guarantee that claims made after this time will be refunded or replaced.

If you notice any damage upon taking delivery you must refuse the parcel and do not sign for it and please make a note with the driver that the package is damaged, by signing you are accepting that your parcel was complete and undamaged upon delivery.

Returns

All returns are paid for by us providing our terms are adhered to.

You can return your order as long as it is done so within 7 days from delivery. If you decide to return your Carabella gift hamper you must return the hamper and all of the unopened and unused contents as a complete package, we cannot refund individual items from the gift boxes. The box must be undamaged and all items within must be unused, not damaged in any way and unopened otherwise we will be unable to refund you.

If you wish to return anything please email us via our contact us page and we will respond with instructions. We will arrange for a collection to be made and we ask that you make the parcel available on the agreed day or a charge may occur for failed collection from you.

Please ensure the returns address and consignment number are displayed clearly (we will provide you with this information) for the courier and the parcel is sealed in safe and protective packaging, any item damaged or missing upon receipt this end may result in your refund not being processed.

If you wish to report any damage we will ask you to provide photos so we can assess the situation and decide on the best course of action.

Please note if you decide to return part or all of your order you will be asked to pay £7.50 for return postage back, this is non refundable. In some cases we will offer a single item replacement rather than issuing a refund or full replacement. We reserve the right to take the best course of action for ourselves and our customers in each case.