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LOVE & COMFORT FAQ

If you have a question that isn't covered in this list, please do not hesitate to contact us and we'll be happy to help:
claire@loveandcomforthampers.co.uk

  • Can I send my order as a gift?
    Yes, Love & Comfort offer an all-encompassing gift service. At the checkout, enter the recipients address as the delivery address. We never include any pricing or invoice details within the gift itself, the only information enclosed is the gift message, if requested.
  • Is it possible to include a personal message?
    Yes, just type your message in the field provided at checkout and we will include it with the gift.
  • Is the information I provide Love & Comfort kept private?
    Love & Comfort 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: Love & Comfort Ltd 38 Douglas Park Crescent, Bearsden, Glasgow, G61 3DN Or email us on: help@bespokeluxuryhampers.co.uk
  • Is your site secure?
    Absolutely. We have taken every precaution to make sure your transactions and personal information are secure. Security is built into every Wix website. The SSL Certificate keeps our connection secure and private over an HTTPS connection. The Level 1 PCI Compliant status is the highest level of payment industry standard, keeping your transactions private. We maintain industry best practices for handling personal information (PII) and managing website security risks through the ISO 27001 & 27018 certificates. We add extra layers of website security like TLS 1.2 to keep all transactions on our site private. We have reliable web hosting. Through DDoS Protection our servers have gone through extensive hacker testing to ensure our website is always up and running. The site is also monitored 24/7 for any suspicious activity and continually conducts software security reviews. All security updates are automatically applied to our site through SaaS solution and website platform. Wix have worked with a team of experts to help ensure all products and services are in compliance with privacy regulations under GDPR and CCPA.
  • If you give us your personal details, will we pass them on to third parties?
    In accordance with GDPR, we do not telephone private customers unless we need information regarding your order or unless we have the authority to do so. If you tick the box for emails, we will contact you each season to offer gifts for birthdays, summer events, etc. We do not pass on any personal details to a third party. Your credit card details are not held on our database.
  • What if you don’t have all the items in stock?
    All our items should be in stock but on the rare occasion this may happen we will substitute it for an equal or greater value item at no additional cost to you.
  • What do you do if you have made an error entering a name, address, or despatch date or if the recipient has moved address or will not be available on your chosen delivery date?
    Contact us via email sales@bespokeluxuryhampers.co.uk or telephone 07971 127 593 immediately and we'll amend it for you, providing it has not already been processed for despatch.
  • How do you use a promotional code?
    When you have a promotional code, you will be asked for it at the checkout. The value will be automatically deducted from your order. The code is case sensitive and must be identically written.
  • Can you build your own hamper?
    We offer a range of gift hampers and as such, we hope you find something to suit your budget and needs. Should you wish to discuss our Bespoke Hamper service, please call and speak to one of the team. If you feel there are items missing from our selection, please do let us know by emailing sales@bespokeluxuryhampers.co.uk and we will take this into consideration when planning our next season's gifts.
  • How quickly can Love & Comfort deliver?
    Free shipping for all orders within Scotland, England and Wales - 3-5 business days. Our Standard Shipping to Northern Ireland is 3-5 business days with a flat fee of £15.00.
  • Can we deliver on a Saturday or Sunday?
    We can deliver on a Saturday or Sunday if your order is placed before 12:00 (GMT) on the Friday. Saturday delivery surcharge is £10.00 inc. VAT and Sunday is £15.00 inc. VAT. This service is for UK mainland only. For orders placed in December, this surcharge may increase.
  • Will my delivery arrive on the date selected?
    Love & Comfort works with couriers who always endeavour to deliver on the date specified and, on most occasions, achieve this successfully. As a matter of routine, Love & Comfort provide a tracking link via email for each gift despatched. This will enable you keep an eye on the progress from the point of despatch.
  • What time will my delivery arrive?
    Deliveries will usually take place between 08:00 and 20:00 – Monday to Friday.
  • What happens if the recipient is out?
    If the recipient is out, the courier will make 3 times different delivery attempts. If none of these attempts are successful, the item will be returned to Love & Comfort. If this happens and another attempt at delivery is requested, there will be an additional postage charge.
  • Can the parcel be left in a safe place 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 in a safe place. We will contact you if there are difficulties and ask for further instructions. If the courier is unable to make delivery, the gift will be returned to us and there will be additional charges to resend.
  • Can you track your order?
    Your UK mainland order is scanned onto the courier's van from our warehouse and can be tracked up to delivery at recipient's address. We include the tracking number for your gift on the notification of despatch email we send to the email you provide. Please ensure that our email (sales@bespokeluxuryhampers.co.uk) is added to your address book to be certain this does not accidentally go to your junk mail. You can then track the order on the specific courier's tracking websites. This frequently includes live updates of expected delivery times and live updates of where the driver is on his route. You can also view the signature of the person who took the delivery.
  • How do you know if the parcel has been delivered safely?
    You will be notified by the tracking email, which explains the different stages of the delivery process.
  • What should you do if the parcel is lost or damaged?
    Delivery services have significantly improved in recent years, so in the unlikely event of damage or loss in transit, we will replace the damaged contents or gift immediately free of charge providing the following: • The goods are signed for upon receipt as damaged or have been refused because of obvious damage • The courier and ourselves are informed at once and it is confirmed by the recipient to us in writing within a reasonable time of delivery quoting reference number on the parcel. Our ouriers recommend that any damage which cannot be seen from the outside must be notified to the couriers and Love & Comfort in writing within 7 days • Damaged goods must be retained for inspection, and it may be required that they are returned to us at our expense before replacement or refund • All claims must be submitted within a reasonable time. Our couriers recommend a maximum of fourteen days • Returned goods must clearly show the full name, address, and telephone number of the sender • We cannot accept responsibility for the wrong order or non-delivery, resulting from incorrect information or addresses being provided. There are instructions on the gift card to the recipient detailing how to contact us in the event of a problem with their gift.
  • Do you deliver parcels to PO Box or BFPO addresses?
    No, unfortunately we are not able to deliver to PO Box or BFPO addresses.
  • Do you deliver gifts to the USA?
    No, unfortunately due to strict customs restrictions we are unable to deliver goods into the United States. This also applies to Canada and most of the Middle East Destinations.
  • Can I specify multiple delivery addresses within one order?
    No, unfortunately, this cannot be done. You would need to place individual orders
  • Do you deliver outside of the UK?
    No, unfortunately not at the moment.
  • What payment methods do you accept?
    We accept most of the major credit & debit cards, as well PayPal, and payments via bank transfer: Visa (Credit, Debit and Electron) MasterCard, Switch/Solo American Express and PayPal. 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, then select the 'Pay by Cheque' option from the Order Summary Screen. Upon confirmation, a proforma order will be issued, then a full confirmation along with payment details will be sent via email. The stock will be allocated for your purchase up until the selected despatch date giving time for the funds to clear.
  • How can I cancel an order placed with Love & Comfort Ltd?
    Orders can be cancelled up to 48 hours before the point of despatch. Cancellations beyond this point may incur a cancellation and restocking charge if the goods have been packed and/or despatched. Please contact Love & Comfort if you require any further assistance with this on help@bespokeluxuryhampers.co.uk.
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