We do not advise sending an order directly to a hospital. Most hospitals have specific guidelines regarding the delivery  ...

Can I have my hamper delivered to a hospital?

We do not advise sending an order directly to a school. Most schools have specific guidelines regarding the delivery  ...

We do not advise sending your hamper directly to a school.Please note that we cannot guarantee successful delivery to the school, nor can we guarantee specific delivery hours.As schools are busy places with numerous students, personnel and procedures, we do not advise sending a hamper directly to a school without first confirming with the staff there. There is an increased chance of a delivery being unsuccessful.Most schools have specific guidelines regarding the delivery of gifts to staff, with some even unable to accept direct deliveries.&#xA0;Should you choose to send a delivery to a school however, here are some helpful tips:<ul class="wysiwyg-text-align-justify"><li class="wysiwyg-text-align-justify">It is advisable to contact the specific school in advance to find out how their deliveries are received. For example: deliver to loading dock on Smith St; leave with reception; etc.</li><li class="wysiwyg-text-align-justify">Provide as much detail as possible about the recipient: classroom, full name and delivery address of school. Please note the delivery address sometimes differs from a street address.</li></ul> <img src="https://attachments.gorgias.help/0e8PW74oWEw2DnpG/hc/VR1W92RrWb2M8yBk/2025052605-ca3ab3b8-8f08-409b-9caf-dc19a3802959-80b88828-791d-42b8-9403-6205a0ce0878.png" class="fr-fic fr-dii"> Ensure these instructions are added under <a href="https://the-hamper-emporium.gorgias.help/en-US/what-are-delivery-instructions-and-why-were-they-not-followed-1395477" class="fr-green">Delivery Instructions.</a> Please note the following:&#xA0;<ul><li class="wysiwyg-text-align-justify">If a parcel needs to be sent to an alternative address due to the school being already closed, or if delivery is unsuccessful, an applicable redelivery or return fee will be passed on to the sender.</li><li class="wysiwyg-text-align-justify">Should a successful delivery be completed and the recipient is no longer at the location, we are unable to organise a courier to collect or redeliver the hamper.&#xA0;</li><li class="wysiwyg-text-align-justify">Once a delivery has been made successfully to the address provided at checkout, The Hamper Emporium is unable to collect or compensate.</li></ul>&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/what-are-delivery-instructions-and-why-were-they-not-followed-1395477" class="fr-green">What are &quot;Delivery Instructions&quot; and why were they not followed?</a>

Can I have my hamper delivered to a school?

We do not advise sending an order directly to a hotel. Most hotels have specific guidelines regarding the delivery  ...

We do not advise sending your hamper directly to a hotel.As hotels are busy places with countless guests, personnel and procedures we do not advise sending a hamper directly to a hotel without first confirming with the staff there. There is an increased chance of a delivery being unsuccessful.Most hotels have specific guidelines regarding the delivery of gifts to guests and staff, with some even unable to accept direct deliveries.&#xA0;Should you choose to send a delivery to a hotel however, here are some helpful tips:<ul class="wysiwyg-text-align-justify"><li class="wysiwyg-text-align-justify">It is advisable to contact the specific hotel in advance to find out how their deliveries are received. For example: deliver to loading dock on Smith St; leave with reception/concierge; etc.&#xA0;</li><li id="isPasted">Provide as much detail as possible about the recipient: room/suite number, full name and street address of hotel.</li><li>Ensure that the name on the delivery address matches the name under which the guest is registered at the hotel.</li></ul> <img src="https://attachments.gorgias.help/0e8PW74oWEw2DnpG/hc/VR1W92RrWb2M8yBk/2025052605-1d4050df-aeae-41df-b00e-46d2fcad140a-f1ca8645-b461-48aa-9089-d0a105ee1fc2.png" class="fr-fic fr-dii"> Ensure these instructions are added under <a href="https://the-hamper-emporium.gorgias.help/en-US/what-are-delivery-instructions-and-why-were-they-not-followed-1395477" class="fr-green">Delivery Instructions.</a> Please note we cannot guarantee successful delivery to hotels.&#xA0;Therefore, if a parcel needs to be sent to an alternative address due to the guest already being checked out, or should delivery be unsuccessful, an applicable redelivery or returns fee will be passed on to the sender.Please also note that should a successful delivery be completed and the recipient is no longer at the location, we are unable to organise a courier to collect or redeliver the hamper. Once a delivery has been made successfully to the address provided at checkout, The Hamper Emporium is unable to collect or compensate. <hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/what-are-delivery-instructions-and-why-were-they-not-followed-1395477" class="fr-green">What are &quot;Delivery Instructions&quot; and why were they not followed?</a>

Can I have my hamper delivered to a hotel?

Please consider the estimated delivery date or delivery window for your order. This is the date given at checkout and ...

Please consider the estimated delivery date or delivery window for your order. This is the date given to you at checkout and is an estimate only.&#xA0;If it is still within the delivery window or is prior to the delivery date, please wait until after this time has passed before contacting us.&#xA0;We will send you a shipping notification email as soon as your order has been dispatched. The email will include a direct link to the courier&apos;s live tracking website.It is strongly recommended to continuously check the updated information available via the tracking link provided upon dispatch.&#xA0;If you did not receive a shipping confirmation or cannot find an update on the tracking status, please contact our Customer Service Team.&#xA0;&#xA0;&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/how-do-i-track-my-order-1395504" class="fr-green">How do I track my order?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/how-long-does-delivery-take-1395580" class="fr-green">How long does delivery take?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/when-will-you-dispatch-my-order-1395365" class="fr-green">When will you dispatch my order?</a>

My order hasn't arrived yet. What can I do?

Once your order has been dispatched and picked up by our couriers, we are unable to request redirection. If you have ...

Once your order has been dispatched and picked up by our couriers, we are unable to request redirection.If you have sent your delivery to an incorrect address, please contact our Customer Service Team. We may be able to request that it be returned to the sender.&#xA0;You will be charged an applicable redelivery or returns fee to facilitate the return or redelivery of the hamper to the same or an alternative address.&#xA0;Redirecting with Australia PostWe recommend downloading the <a href="https://auspost.com.au/about-us/about-our-site/australia-post-app" target="_blank" rel="noopener noreferrer" class="fr-green">free AusPost App,</a> available for most smartphones. It allows for push notifications, so you are kept up to date with any major status change for your deliveries. It also provides you with additional options, such as redirection requests.&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/how-do-i-track-my-order-1395504" class="fr-green">How do I track my order?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/when-will-you-dispatch-my-order-1395365" class="fr-green">When will you dispatch my order?</a>

Can I redirect my order to a new address after it has been dispatched?

Once your order has been dispatched (shipped) from our warehouse, you will receive a confirmation email. This email ...

Once your order has been dispatched (shipped) from our warehouse, you will receive a confirmation email. This email will include a live tracking link for you to access at any time.This link is first updated when your parcel is scanned by our courier partner. This means that sometimes there is a slight delay between the information we provide you with and the updates provided by our couriers, though once the initial scan has been made, your tracking will go live!The most common examples can be seen through Australia Post:<img alt="Screen_Shot_2023-03-30_at_4.05.49_pm.png" src="https://attachments.gorgias.help/0e8PW74oWEw2DnpG/hc/eynJd7Og4379ERow/2025052606-4aa41685-d252-4158-8f59-322e46daef83-83637942-9288-4dd3-9790-fd5a311cb65e.png" class="fr-fic fr-dii"> <hr>&#xA0;FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/when-will-you-dispatch-my-order-1395365" class="fr-green">When will you dispatch my order?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/my-order-hasn-t-arrived-yet-what-can-i-do-1395451" class="fr-green">My order hasn&apos;t arrived yet. What can I do?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/do-you-contact-the-recipient-what-notifications-do-you-send-1395460" class="fr-green">Do you contact the recipient? What notifications do you send?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/how-do-i-track-my-order-1395504" class="fr-green">How do I track my order?</a>

Why is my tracking currently unavailable?

A delivery may have to be collected from a local Post Office for a variety of reasons, including but not limited to ...

A delivery may have to be collected from a local Post Office for a variety of reasons, including but not limited to:<ul><li>No one was available at the time of delivery;</li><li>There was no access to a secure building or complex to deliver;</li><li>There was nowhere safe or secure to leave the parcel; or</li><li>Delivery address has a pre-organised redirection agreement with Australia Post. This often occurs with regional and business addresses.</li></ul>We understand that some of our products are sent as gifts and it can be inconvenient and even a little awkward to ask a recipient to collect their gift.We do, however, find that having a parcel sent to a collection point is the best alternative when a safe delivery cannot be made. This prevents several issues, including weather damage, theft, and redelivery fees. It also allows the recipient up to two weeks to collect their gift at their convenience.&#xA0;<hr>&#xA0;FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/what-if-no-one-is-available-at-the-delivery-address-at-the-time-of-delivery-1395470" class="fr-green">What if no one is available at the delivery address at the time of delivery?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/why-didn-t-the-courier-didn-t-leave-my-parcel-even-with-authority-to-do-so-1395471" class="fr-green">Why didn&apos;t the courier leave my parcel, even with authority to do so?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/my-order-has-been-returned-to-sender-what-happens-now-1395489" class="fr-green">My order has been &quot;Returned To Sender&quot;. What happens now?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a>

Why is my order awaiting collection from the Post Office (LPO)?

Additional delivery instructions can be added at the checkout, in order to assist the delivery drivers in ...

Additional delivery instructions can be added at the checkout, in order to assist the delivery drivers in having the order delivered successfully. These instructions are printed on the delivery label to assist the driver in locating the address. Any information provided here is used as a guide only and we cannot guarantee that they will be adhered to.&#xA0; Please note that these instructions are not read by our team before dispatching - these notes are only meant for the driver.&#xA0; These delivery instructions act as a guide to our drivers and providing -<ul><li style="font-size: 16px;">A phone number here will not ensure that you or your recipients are called.</li><li style="font-size: 16px;">Specific delivery times here will not ensure a preferred delivery window.</li></ul> Drivers are unable to call a recipient and selecting a preferred delivery date is not currently available.&#xA0;Please see the following examples for acceptable and unacceptable Delivery Instructions:<div>&#xA0;<table style="width: 78.9956%;"><tbody><tr><td style="width: 42.8956%;">YES</td><td style="width: 39.0035%;">NO</td></tr><tr><td style="width: 42.8956%;">Beware of dog.</td><td style="width: 39.0035%;">Phone numbers.</td></tr><tr><td style="width: 42.8956%;">Enter property from side gate.</td><td style="width: 39.0035%;">Specific hours for delivery.</td></tr><tr><td style="width: 42.8956%;">Please knock, doorbell broken.</td><td style="width: 39.0035%;">Specific date for delivery.</td></tr><tr><td style="width: 42.8956%;">Loading dock access on Smith St.</td><td style="width: 39.0035%;">Alternate addresses.</td></tr></tbody></table></div>&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/will-the-delivery-driver-call-upon-arrival-1395562" class="fr-green">Will the delivery driver call upon arrival?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/my-order-has-been-returned-to-sender-what-happens-now-1395489" class="fr-green">My order has been &quot;Returned To Sender&quot;. What happens now?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/can-i-redirect-my-order-to-a-new-address-after-it-has-been-dispatched-1395485" class="fr-green">Can I redirect my order to a new address after it has been dispatched?</a>

What are "Delivery Instructions" and why were they not followed?

If no one is home to receive your parcel and authority to leave has been given, the courier will assess the safety of ...

Our first priority is to ensure that your order is received safely and securely. If no one is home to receive your parcel and authority to leave has been given, the courier will assess the safety of leaving the parcel unattended at the premises.If a premises is not deemed to be secure, the courier will not leave the parcel at the location. They will often leave a card with details on how to collect the parcel, though we always recommend checking your tracking to ensure your order isn&apos;t awaiting collection at your nearest Post Office.It is strongly recommended to check the updated information available via the tracking link provided upon dispatch on a continuous basis.&#xA0;&#xA0;<hr>&#xA0;FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/what-if-no-one-is-available-at-the-delivery-address-at-the-time-of-delivery-1395470" class="fr-green">What if no one is available at the delivery address at the time of delivery?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/what-is-authority-to-leave-atl-1395549" class="fr-green">What Is Authority to Leave (ATL)?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/why-is-my-order-awaiting-collection-from-the-post-office-lpo-1395503" class="fr-green">Why is my order awaiting collection from the Post Office (LPO)?</a>

Why didn't the courier didn't leave my parcel, even with authority to do so?

Occasionally, an order will be returned to us for any of the following reasons (not limited to) ...

The first priority of both The Hamper Emporium and our courier partners is to ensure the successful delivery of your order! Occasionally however, an order will be returned to us for any of the following reasons (not limited to):<ul><li>A notification was sent, but there was no response from the recipient to arrange re-delivery;</li><li>A notification was sent, but the recipient did not pick the package up from the post office or collection point;</li><li>The recipient is not known at that address or has moved;</li><li>The address details are incorrect or insufficient;</li><li>The delivery was refused;</li><li>There was no access to a secure building or complex to deliver or leave a card;</li><li>The recipient was in a hospital or hotel and has been discharged or checked out; or</li><li>There was nowhere safe to leave the parcel.</li></ul>An applicable redelivery or return fee will be passed on to you to facilitate the return or redelivery of the order to the same or an alternative address. We will email you once the order has been accepted by our warehouse returns team. If you have a preferred outcome, please contact our Customer Service team.&#xA0;&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/i-have-received-a-delivery-notification-but-what-does-it-mean-1395581" class="fr-green">I have received a delivery notification, but what does it mean?</a>

My order has been "Returned To Sender". What happens now?

To best assist you, please confirm the following information before contacting our team ...

Our freight partners prioritise the successful delivery of your order; however, errors can sometimes occur. In such cases, our friendly Customer Service Team is here to help! To best assist you, please confirm the following information before contacting our team:<ul><li style="font-size: 16px;">The &quot;ship to&quot; address on your confirmation/invoice is correct.</li><li style="font-size: 16px;">Your live tracking link indicates that your parcel was delivered to a physical address and not a collection point, such as a local Post Office.</li><li style="font-size: 16px;">The delivery address is recognisable based on the Proof of Delivery provided (for example, it is not in a neighbour&apos;s yard).</li></ul> If you have verified the above points and still believe that your delivery was made to the wrong address, please reach out to our team with the following information:<ul><li style="font-size: 16px;">A copy of your order number (which begins with HEBO or HE); and</li><li style="font-size: 16px;">Any additional details regarding the issue.</li></ul> With this information, our team can initiate an investigation with our courier partner and guide you on the next steps. Please note:&#xA0;If it is confirmed that the delivery address provided at checkout was incorrect and that a successful delivery was completed to that address, we cannot arrange for a courier to collect or redeliver the order. Once a delivery has been successfully made to the address provided, The Hamper Emporium is unable to collect or provide compensation.&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/can-i-redirect-my-order-to-a-new-address-after-it-has-been-dispatched-1395485" class="fr-green">Can I redirect my order to a new address after it has been dispatched?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/what-is-a-proof-of-delivery-pod-1395552" class="fr-green">What is a Proof of Delivery (POD)?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/why-have-i-been-charged-a-redelivery-returns-fee-1395459" class="fr-green">Why have I been charged a redelivery / returns fee?</a>

I think my order was delivered to the wrong address, what can I do?

Have you received a gift, but you don't know who from? That's okay, we can help! ...

Have you received a gift, but you don&apos;t know who from? That&apos;s okay, we can help!We always recommend that our customers include their name with the card message, though sometimes oversights can happen!Please reach out to our Customer Service team with the order number and they will be able to locate the order and let you know who sent you one of our thoughtful gifts!The order number is located on the shipping label on the box and should be a number beginning with a&#xA0;HE. Please see the following example:<img alt="Screen_Shot_2023-03-31_at_4.28.37_pm.png" height="545" src="https://hsfiles.gorgias.help/gm/help-centers/74038/attachment/1bb4cf5c-fe92-4d7c-9e73-2bc8ac72c91c.png" width="294" class="fr-fic fr-dii">With this information, our team will be able to locate your order for you! If you have already discarded the external shipping box, please provide our team with the following information instead and they may still be able to locate the original order and let you know who sent you a gift!<ul><li>Recipient&apos;s full name, as it appeared on the shipping consignment label; and /or</li><li>Full recipient address, that is, to where the parcel was delivered.</li></ul>&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/how-can-i-talk-to-a-real-person-1395421" class="fr-green">How can I talk to a real person?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/i-have-received-a-delivery-notification-but-what-does-it-mean-1395581" class="fr-green">I have received a delivery notification, but what does it mean?</a>

Who sent me my lovely hamper?

We’re here to help!
Send us a message with the details of your query and our team will be in touch.

We’re here to help!
Our friendly team is available Monday to Friday from 9am to 5pm Sydney time, excluding public holidays.

Delivery Issues & Questions