Below are examples of situations where a redelivery or returns fee will apply and where it will not ...

Occasionally, orders are returned to our warehouse for various reasons. Since our freight partners charge us a fee for returns, we pass on a portion of this cost to our customers.&#xA0;The return fee varies depending on the shipping method and will be deducted from your total refund. Additionally, a fee will be charged for redelivering an order to the same address or a different one.Below are examples of situations where a redelivery or returns fee will apply and where it will not:<div>&#xA0;<table style="width: 101.714%;"><tbody><tr><td style="width: 50.1429%;">Fee Charged</td><td style="width: 51.4286%;">Fee Waived</td></tr><tr><td style="width: 50.1429%;">Parcel not collected from the Post Office or collection point.</td><td style="width: 51.4286%;">Damage occurred in transit and the courier was unable to deliver.</td></tr><tr><td style="width: 50.1429%;">The recipient is not known at that address or has moved.</td><td style="width: 51.4286%;">Delivery has been deemed as lost in transit.</td></tr><tr><td style="width: 50.1429%;">The address details provided are incorrect or insufficient.</td><td style="width: 51.4286%;">Delivery has been made to the incorrect address (where the information provided was correct).</td></tr><tr><td style="width: 50.1429%;">The delivery was refused.</td><td style="width: 51.4286%;">&#xA0;</td></tr><tr><td style="width: 50.1429%;">The recipient was in a hospital or hotel and has been discharged or checked out.</td><td style="width: 51.4286%;">&#xA0;</td></tr><tr><td style="width: 50.1429%;">Recall has been requested by the sender or recipient.</td><td style="width: 51.4286%;">&#xA0;</td></tr></tbody></table>&#xA0;<hr>&#xA0;FURTHER INFORMATION<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/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><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></div><div> </div>

Why have I been charged a redelivery / returns fee?

Once your refund has been finalised, it should appear in your account within 3 - 5 business days. If you were ...

Once your refund has been finalised, it should appear in your account within 3 - 5 business days.&#xA0;If you were issued a refund but have not seen it appear in your account after 10 business days, please contact our Customer Service Team.&#xA0;Please note that we can only refund to the original method of payment used for your order.&#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-return-my-purchase-if-i-change-my-mind-1395488" class="fr-green">How do I return my purchase if I change my mind?</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/my-order-arrived-damaged-faulty-what-can-i-do-1395450" class="fr-green">My order arrived damaged / faulty. What can I do?</a>

How long will it take for me to receive my refund?

Refunds are issued using the same method of payment and account you used to purchase your order. We are ...

Refunds are issued using the same method of payment and account you used to purchase your order. We are unable to issue refunds to accounts other than the original account.If, for any reason, this account no longer exists (e.g., a cancelled credit card), please contact our Customer Service Team to discuss your options.&#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-return-my-purchase-if-i-change-my-mind-1395488" class="fr-green">How do I return my purchase if I change my mind?</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/my-order-arrived-damaged-faulty-what-can-i-do-1395450" class="fr-green">My order arrived damaged / faulty. What can I do?</a>

How will I receive my refund?

We are committed to delivering high-quality hampers, gifts and pantry items and we want to ensure ...

We are committed to delivering high-quality hampers, gifts and pantry items and we want to ensure that our customers are completely satisfied with their purchases. Our returns and refunds policy complies with Australian consumer law and provides clear guidelines for handling deliveries, cancellations, refunds and returns.&#xA0;In the rare event that you or your recipient is not satisfied with your hamper or its contents, please follow these two simple steps:<ul><li style="font-size: 16px;">Place the item back in the original packaging and clearly write the following on the package:</li><li style="font-size: 16px;"><img src="https://attachments.gorgias.help/0e8PW74oWEw2DnpG/hc/VR1W92RrWb2M8yBk/2025052622-abe3ee4b-2314-47d5-886a-4e489c93ff2b-447d0d47-5ffd-4308-bd9d-dc87db18f792.png" style="width: 300px;" class="fr-fic fr-dib">Contact our Customer Service Team at 1300 459 452 or through our Contact Us page to inform us that the gift is being returned (please provide the tracking number) and let us know your preferred return process:<ul style="list-style-type: disc;"><li style="font-size: 16px;">Exchange for another item</li><li style="font-size: 16px;">Store credit</li><li style="font-size: 16px;">Refund to the original payment method</li></ul></li></ul> We will notify you via email once the item has been received back and the return has been processed. If we are not informed of your return preference, a credit for the amount of your purchase will be added to your account with us. Please note the following additional conditions:<ul><li style="font-size: 16px;">The hamper and its contents must be in the same condition as received. You are welcome to send photos to our Customer Service Team.</li><li style="font-size: 16px;">The return must be received within 30 days of the original dispatch date.</li><li style="font-size: 16px;">Hampers containing personalised items cannot be returned, as they are customised to your specifications.</li><li style="font-size: 16px;">Due to the perishable nature of the contents in our cheese hampers, we do not offer refunds or exchanges on our chilled hampers.</li><li style="font-size: 16px;">Please note that the refund or store credit will be issued minus any shipping costs paid for the original order. Allow 2-3 business days for the funds to appear in your account.</li><li style="font-size: 16px;">The cost of return shipping for a change of mind will not be covered by The Hamper Emporium.</li></ul>&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/my-order-arrived-damaged-faulty-what-can-i-do-1395450" class="fr-green">My order arrived damaged / faulty. What can I do?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/i-received-an-incorrect-hamper-what-can-i-do-1395469" class="fr-green">I received an incorrect item. What can I do?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/there-is-an-item-missing-from-my-hamper-what-can-i-do-1395487" class="fr-green">There is an item missing from my order. What can I do?</a>

How do I return my purchase if I change my mind?

Please note that due to the perishable nature of the contents in our cheese hampers, we do not offer refunds or ...

Please note that due to the perishable nature of the contents in our cheese hampers, we do not offer refunds or exchanges on our chilled hampers.At&#xA0;The Hamper Emporium, we are committed to delivering high-quality hampers, gifts and pantry items and we want to ensure that our customers are completely satisfied with their purchases. Our returns and refunds policy complies with Australian consumer law and provides clear guidelines for handling deliveries, cancellations, refunds and returns.&#xA0;Please read through the policy carefully:&#xA0;<a href="https://www.thehamperemporium.com.au/returns-policy" target="_blank" rel="noopener noreferrer" class="fr-green">The Hamper Emporium Returns Policy</a>&#xA0;<hr> FURTHER INFORMATION<a href="https://the-hamper-emporium.gorgias.help/en-US/my-order-arrived-damaged-faulty-what-can-i-do-1395450" class="fr-green">My order arrived damaged / faulty. What can I do?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/i-received-an-incorrect-hamper-what-can-i-do-1395469" class="fr-green">I received an incorrect hamper. What can I do?</a><a href="https://the-hamper-emporium.gorgias.help/en-US/there-is-an-item-missing-from-my-hamper-what-can-i-do-1395487" class="fr-green">There is an item missing from my hamper. What can I do?</a>

Can I return or exchange my cheese 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.

Welcome to The Hamper Emporium Help Centre!

Returns & Cancellations

Order Issues & Resolutions

How do I place a corporate order?

How do I set up a corporate account?

What are the payment options for corporate orders?

Why can't I find the hamper I want to order?

Can I order a custom corporate hamper?

Is my order eligible for a bulk discount?

Do you currently have any promotions or discounts available?

Who do I contact for assistance with my corporate order?

Corporate Orders & Information

How do I add my logo (branding) to my corporate hampers?

Can I personalise the card message for each hamper?

Can I send my own cards to be included with my hampers?

Can I include additional items in my hampers?

Corporate Branding Enquiries

What corporate delivery options do you offer?

What information do I need to include if I am shipping to a business?

How do I ensure smooth delivery when sending multiple hampers to one address?

What should I do if I entered the wrong delivery address?

How do I track my corporate order?

What information do you need for a bulk order?

Can I ship my corporate order to New Zealand (NZ)?

Corporate Delivery Information

What are the recommended last order dates for corporate Christmas hampers?

Can I place a corporate order now for delivery closer to Christmas?

What do I need to know about corporate Christmas deliveries?

Can I send you additional items to include in my corporate Christmas hamper order?

When will my Christmas corporate order be dispatched?

A Very Corporate Christmas

Corporate Enquiries

How can I talk to a real person?

I haven't yet received a response to my enquiry?

How can I share my experience and feedback?

Are you able to provide a donation for our fundraiser?

General Information

How do I place an order?

Can I place an order from outside Australia?

Can I ship to multiple addresses?

Why can I not confirm my order?

Can I add a gift card and message to my order?

Does my card message have to be typed in English?

Why can I not select my required suburb?

Why can I not select a preferred date?

Why are there no shipping options available?

Before Ordering

Can I edit or make changes to my order once it has been placed?

How do I know my order has been placed?

I haven't received a confirmation email?

I have a duplicated order, what can I do?

After Ordering

Placing an Order

Which payment methods do you accept?

What is PayPal?

What is Afterpay?

What is zipPay?

What is Google Pay?

What is Apple Pay?

Payment Methods

Do you include the invoice in the delivery?

How do I know my credit card details are safe?

My credit card details are being declined. Why?

Will my order be processed in AUD?

Why haven't I been charged 10% GST on my hamper?

Why do I have a payment pending on my account statement?

Payment Support

Do you have any current promotions or discounts?

Why is my discount code not working? How to apply a code.

My gift voucher does not work. What do I do?

How will my recipient receive their gift voucher?

When does my gift voucher expire?

I'm ordering a e-Gift Voucher, why do I need to select a shipping method?

Gift Vouchers & Promotions

How do I reset my password?

How do I use the credit on my account?

How do I pay my account balance?

I paid the outstanding balance on my order, but the status hasn't updated?

Why do I keep getting emails from The Hamper Emporium?

Why do I keep receiving promotional emails / texts from you?

How do I unsubscribe?

Account Support

Payment & Account Support

What does "dispatch" mean?

When will you dispatch my order?

Where are my items shipped / dispatched from?

Why am I being charged shipping per hamper?

Will all of my ordered items arrive together?

Do you contact the recipient? What notifications do you send?

Will the delivery driver call upon arrival?

What if no one is available at the delivery address at the time of delivery?

I have received a delivery notification, but what does it mean?

Can I choose when my order is delivered?

Can I request a specific time of delivery for my order?

Do you deliver to PO Boxes and Parcel Lockers?

Can I request a signature for delivery?

What Is Authority to Leave (ATL)?

What is a Proof of Delivery (POD)?

What is the Australia Post App?

Are there any shipping delays?

How long does delivery take?

How do I track my order?

General Shipping & Tracking Information

What delivery options do you offer and what do they cost?

Standard Delivery with Australia Post

Express Delivery with Australia Post

Same Day, Next Business Day & Preferred Day Delivery (SYD)

Preferred Day Delivery - BNE & MEL

Chilled Delivery - Cheese Hampers

Weekend Delivery

Click & Collect

International Delivery - NZ only

Delivery Options

Can I have my hamper delivered to a hospital?

Can I have my hamper delivered to a school?

Can I have my hamper delivered to a hotel?

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

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

Why is my tracking currently unavailable?

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

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

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

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

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

Who sent me my lovely hamper?

Delivery Issues & Questions

Shipping: Dispatch & Delivery

Why have you asked me for photos?

My order arrived damaged / faulty. What can I do?

I received an incorrect hamper. What can I do?

There is an item missing from my hamper. What can I do?

The cardboard of my hamper arrived torn. Why?

Damaged, Faulty & Incorrect Items

The hamper I want is out of stock, will it be available soon?

Why have you substituted an item in my hamper?

What is the shelf-life of your products, when do they expire?

Do your hampers cater to allergies or dietary requirements?

Where are your products manufactured? Are they made in Australia?

Can I modify or customise hamper?

Can you gift wrap my hamper?

Can I recycle my hamper box?

What size robe is included in my hamper?

Can I choose the size of the clothing or shoes included in my baby hamper?

General Product Information

What do I need to know about the delivery of my cheese hamper?

When will my cheese expire? What is the 'best before' date?

Is it safe to send a cheese hamper as a gift in the mail?

When will my cheese hamper arrive?

Where can I ship my cheese hampers to?

Chilled Products

Product Enquiries