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Frequently Asked Questions

Welcome to the FAQ's area of our website. If you have a question that isn't covered in this list then please do not hesitate to contact us and we'll be happy to help: enquiries@regencyhampers.com

Is the information I provide Regency Hampers kept private?

Regency Hampers recognise that your privacy is important to you and is committed to maintaining and using your information responsibly. Our privacy policy available here describes the information we collect and how we use it.

For privacy-related issues, please contact us at:
Customer Service Dept
Regency Hampers Ltd
Eagle Tower
Montpellier Drive
Cheltenham
Gloucestershire
GL50 1TA

Or by email: enquiries@regencyhampers.com

Is your site secure?

Absolutely. We have taken every precaution to make your transactions secure. We use SagePay / Protx as our payment gateway and all transaction information passed to Protx is encrypted using 128-bit SSL certificates.

You can be completely secure in the knowledge that nothing you pass to the Protx servers can be examined, used or modified by any third parties attempting to gain access to sensitive information.

How quickly can Regency Hampers deliver?

We offer a next working day service to UK mainland on orders placed Monday and Friday before 16:00 (GMT) throughout the year, except in December when 48 hours notice is generally required.

Slightly longer is required for overseas destinations, this is dependent on location but we recommend allowing for an approximate 4 working day lead-time.

Can I specify a particular delivery date?

Yes, You can schedule a delivery during the checkout process (subject to availability and according to the delivery service selected).

Will my delivery arrive on the date selected?

Regency Hampers always endeavours to deliver on the date requested and on the vast majority of occasions achieve this successfully. As a matter of routine, Regency Hampers provide a tracking link via email by email for each gift despatched, this will enable you keep an eye on the progress from the point of despatch.

Although rare, unfortunately, factors beyond our control can cause delay, such as severe weather. When this occurs you can be certain that Regency Hampers' Customer Service Team will take the appropriate steps to minimise delay and disruption.

What time will my delivery arrive?

If you opt for our standard UK delivery service then deliveries will usually take place between 09:00 and 18:00 – Monday to Friday.

If you contact Regency Hampers on the date of delivery, we will be able to liaise with our courier and obtain an estimated time of arrival.

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

  • Pre 9:00am
  • Pre 10:00am
  • Pre-Noon
  • Saturday Pre-Noon

Do you deliver outside the U.K?

A:Yes, gifts which do not contain fresh items, such as cheeses, smoked meats or salmon, can be delivered to most European Destinations and some further afield upon request.

Gifts suitable for international shipping can be identified through the use of the 'Display Only: Non-Perishable Items' drop down list at the top of our category pages.

A list of destinations zones and the corresponding prices are detailed on each product information page, under the drop down menu 'Click for Delivery Area and Total Cost inc VAT:'

The Country selection takes place in the Shopping Basket phase of the checkout process.

What happens if the recipient is out?

Should the recipient be out when the courier attempts delivery, a card is posted through the letter box advising the recipient that they have attempted delivery and inviting them to telephone our courier to arrange either:

  • A collection from the nearest depot, which is available the working day after the card was left.
  • Re-delivery to the original address during normal working hours.

Any parcels not delivered or collected within 5 working days will be automatically returned to Regency Hampers. A charge of £6.99 will be incurred for re-delivery to the original or alternative address. A charge will also be made for any items which become unsuitable for sale and need replacing (perishable and chilled items like smoked foods, hams and cheeses which have short shelf lives) Our guarantee is limited to delivering to the building, not individual recipients.

If the courier is having difficulty making delivery, they will contact us for further instructions. It is very important that your recipient address is up to date with correct postal code and telephone number for contact in case the driver has difficulty locating the address.

If you think the recipient will be out at work during these times, you could consider specifying delivery of the gift to the recipient's work address.

Can the parcel be left with a Neighbour?

Yes, if you think that the recipient may be out on that day, please contact us via e-mail at enquiries@regencyhampers.com to give us instructions to leave with a nominated neighbour.

Can the parcel be left safe on the premises?

As a security measure we require an adult's signature on receipt of delivery, therefore we will not take instructions from the sender to leave safe.

We will contact you if there are difficulties and ask for further instructions. If the courier is unable to make delivery the gift is returned to us and there will be additional charges to resend the parcel.

Do you deliver Gifts to PO Box or BFPO Addresses?

No, unfortunately we are not able to deliver to PO Box or Addresses.

Do you deliver gifts to the U.S.A?

No, unfortunately due to strict customs restrictions we are unable to deliver goods into the United States. This also applies to Canada and the Majority of Middle East Destinations.

What if you don't have all of the items in stock?

All of our items should be in stock but in the rare event that this happens we will substitute it for an equal or greater value item.

What Payment Methods do you accept?

We accept the majority of credit, debit cards as well Paypal and payments via cheque and bank transfer:

  • Visa (Credit, Debit and Electron)
  • MasterCard
  • Switch / Solo
  • American Express
  • PayPal

Payment by Cheque and Bank Transfer

We also accept payment by cheque, bank transfer and Say Shopping vouchers. However we must have received payment as cleared funds prior to dispatching your order.

Simply complete your order in the normal way by adding items to the basket and following the checkout process, simply selecting the 'Pay by Cheque' Option from the Order Summary Screen.

Upon confirmation, a Proforma order will be assigned and full confirmation and payment details will be sent by email and the stock will be allocated for your purchase up until the selected despatch date.

How can I cancel an order placed with Regency Hampers Ltd?

Orders can be cancelled up until 48 hours before the point of despatch. Cancellations beyond this point may incur a cancelation and restocking charge if the goods have been packed and / or despatched.

Please contact Regency Hampers if you require any further assistance in this regard: enquiries@regencyhampers.com

The VAT rate isn't calculated at the standard rate, why is this?

Hampers are typically formed from a mixture of VAT-applicable (e.g. alcoholic beverages and chocolates) and VAT exempt elements (e.g smoked meats, cheeses and savoury biscuits).

As such, the overall total is calculated as a 'mean-rate', in direct proportion to the VAT status and value of the constituent components.

Can I send my order as a gift?

Yes, Regency Hampers offer a fully fledged gift service . At the checkout just enter the persons address you wish to send it to as the delivery address. We never include any pricing or invoice details within the gift itself, the only information enclosed is the gift message you have specified.

Is it possible to include a personal message?

Yes just type your message in the field provided at checkout and we will include it in conjunction with your gift.

Can I specify Multiple Delivery Addresses within my Order?

Yes, simply add the required quantity of gifts to the shopping basket and during the checkout process you will be prompted for a contact name, address, delivery date and gift message for each of your recipients.

If you have many addresses then why not request a Bulk Order spreadsheet. Available on request, this can be completed at your leisure and sent via email to one of our Customer Service Representatives who will arrange the rest on your behalf.

For more information contact us by telephone or email: enquiries@regencyhampers.com

Can I customize my gift according to Sentiment or Occasion?

Yes, this can be done in two different ways, by adding a chocolate gift plaque for a small surcharge and / or tailoring the gift ribbon which adorns your gift, which is offered free of charge. Whatever your preference there are a variety of options:

  • Thank you
  • Happy Birthday
  • Happy Anniversary
  • Get Well Soon
  • New Baby
  • Congratulations

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