FAQ
What box does my order come in?
Your order will come in a discrete plain brown box. We sometimes add logo stickers to the outside box so please let us know if you wouldn't like these adding.
Can the order be sent directly to the recipient?
Yes! If you are placing the order and want it to go directly to the recipient this isn’t a problem!
Discount codes
If you have placed your order and forgotten to add the discount code unfortunately once the order is processed we are unable to add this.
Discount codes can only be used for first time purchases and one off discount sales that we run. Please follow us on instagram @thesweetiepamperhamper for the latest sales / discounts.
Order amendments
Once your order is placed you have a 3hr time window to change any order amendments. You can contact us via email hello@thesweetiepamperhamper.com, instagram @thesweetiepamperhamper or by our live chat (available from 10am - 5pm Monday till Friday.)
Refunds
If your order is personalised we are unable to accept a refund. If you place an order without personalisation and are eligible for a refund then we are more than happy to accept a return within our 14 day returns window.
- All items must be returned in there new and unused condition
-If an item arrives back damaged or not in its original unused contain then you will not be eligible for a refund.
-Buyers are responsible for any return costs.
Shipping
Our dispatch time is 2-3 days Monday - Friday and 3-4 days for Saturday - Sunday orders.
International delivery times
We use the Royal Mail tracked international service and the standard delivery time is 5-7 days. Please be aware during peak periods the delivery times can exceed this. We will not be held responsible for any delays that occur during customs.
Do I have to pay custom charges?
Custom charges vary from country to country and may apply due to each countries regulation rules. Customers are responsible for paying any custom fees and we will not be held accountable.
Express / rush my order delivery
The express delivery option is £8.99 and ensures same day dispatch if the order is placed before 1pm and ensures that your order is dispatched with the Royal Mail tracked 24 service.
When will my order be dispatched?
If your order is placed from Friday - Monday your order will be dispatched 2-3 days after you place the order. If you place the order from after 2pm on Friday your order will not be dispatched until Monday.
You will receive a dispatch notification once your order has been dispatched.
You can find all shipping details on our shipping policies.
My order is delayed, what should I do?
We can only investigate delays after 14 working days as Royal Mail only class an item as lost after this time period. After the investigation takes place if your order is found to be lost you will receive the option for a refund or replacement.
I missed my delivery what should I do?
If you miss your delivery then there will be the option to have a redelivery or to collect the parcel from your local sorting office.
If your item is not collected within the time frame then the parcel will be returned to us. The parcel can be then resent at an additional charge. Please be aware that personalised items are non refundable therefore you would not be eligible for a refund with a personalised item. If you are eligible for a refund you will not be refunded the postage/ packaging costs.
My order says delivered but it hasn’t been
If you receive a delivery confirmation but haven’t received your parcel please contact us at hello@thesweetiepamperhamper.com. Please note that Royal Mail do not investigate missing items until 10 days after the delivery notification is made.
Tracking
All order placed with the standards shipping options are dispatched via Royal Mails first class delivery service. Please note that this service cannot be tracked until a delivery attempt has been made.
Where should I send my personalised photo too for photo items?
Please email us at thesweetiepamperhamper@outlook.com (please note that this is a separate inbox for personalised photo products only)
Gift notes
All gift notes are hand written and anything you like can be written!
Do you do items for children?
Yes of course! We cater for everyone at the sweetie pamper hamper! We have a separate section that says ‘children’s gifts’ to make it easier to find.
Do you do any items for men?
Yes we certainly do! We have a large range to choose from. You can find all men’s items under the 'gifts for him’ section
How long until I can expect an email response?
We aim to respond to emails within 24hrs however during peak periods an email response can be slightly longer.
