FAQS

Some of the most commonly asked questions are featured below. Please read this section in combination with our Terms and Conditions.

HOW ARE YOUR HAMPERS PACKAGED?
At Luxe Hamper Collection we pay as much attention to the packaging and presentation of your gift as we do to the contents. We want you or your intended recipient to enjoy the WOW factor. Our experience means that our hampers are packed with expertise and attention to detail. The contents of each hamper are carefully packaged in an aesthetically beautiful matt black or white magnetic lidded re-useable box, padded with cellophane and shredded wood. Wrapped in gold tissue, and trimmed with ribbon and gift tag, our hampers are a delight to receive.

CAN I SEND A PERSONALISED MESSAGE WITH THE HAMPER? 
We advise all our customers choose one of 12 gift tags available complimentary and to include a message so that the recipient(s) know who has sent them a gift, as we do not include details of the ordering customer anywhere else. If you choose not to include a greeting, we will state ‘no message’ in the available space. This means that messages are never accidentally left out, as completing the message is a part of the order process that cannot be bypassed.

I'VE RECEIVED A LUXE HAMPER COLLECTION HAMPER - HOW DO I KNOW WHO HAS SENT IT TO ME?
You will find a personal gift tag with message (if your sender opted to write one).

WHAT INFORMATION DO I NEED TO PLACE AN ORDER?
We recommend that you have the below information ready before placing your order:

  • Quantity of each hamper
  • Required delivery dates
  • Full name and address (including postcode) of all recipients
  • The gift message you wish to include in each hamper
  • Your payment card details

DO I NEED TO REGISTER OR SET UP AN ACCOUNT TO PLACE AN ORDER ON THE WEBSITE?
You do not need to register with us to place an order, you can check out as a guest, however it only takes a few moments. All your details will then be securely saved ready for the next time you place an order. You can view and track your orders, as well as update your preferred address (for future orders)  by logging into your account or by downloading the Shop App. 

CAN I RE-SET MY PASSWORD?
Yes, please click on Account in the top right section of the screen and select password re-set. A link will be emailed to you to securely reset your password. 

CAN I ORDER OVER THE PHONE?
We accept orders online or via email only. This method limits mistakes with details such as delivery addresses, special requests etc.

CAN I SEND YOU MY ORDER VIA EMAIL?
If you would like to order any of our pre-made hampers, then you can of course email your order to us. Many of our customers, especially our corporate customers send their orders through to us via email. If your order contains lots of different pre-made hampers and delivery addresses, you may find it easier to complete our bulk hamper spreadsheet and send it to us when you are ready. Send an email to info@luxehampercollection.com.au with your request for a bulk hamper spreadsheet, and we’ll be delighted to send one to you. This will ensure the order process is as smooth as possible for you.

WHAT PAYMENT OPTIONS DO YOU HAVE?
You can pay using credit card (Visa, MasterCard or American Express) or PayPal.  

We do accept bank transfer payments via special arrangement - please contact info@luxehampercollection.com.au for assistance.

WHEN WILL MY PAYMENT BE PROCESSED?
Your payment will be transacted and processed immediately. Your hamper will be dispatched on the same or next business day.

I WISH TO PLACE A LARGE CORPORATE ORDER. CAN YOU HELP?
Yes. Our hampers are extremely popular at Christmas and all year round as employee incentives, compensation gifts, brand promotions and loyalty scheme gifts. Please see under the ‘Corporate Gifting’ tab on the Home page for more details. If your order contains lots of different pre-made hampers and delivery addresses, you may find it easier to complete our bulk hamper spreadsheet and send it to us when you are ready. Send an email to info@luxehampercollection.com.au with your request for a bulk hamper spreadsheet, and we will be delighted to send one to you. This will ensure the order process is as smooth as possible for you.

DO YOU SUPPLY BESPOKE HAMPERS?
Yes, we can create and supply brilliant bespoke hampers that are chock full of the recipient’s favourite food and drink. A bespoke hamper is also a great consideration for those with specific food allergies. We can tailor a hamper for your recipient. Please see under the ‘Bespoke’ tab on the menu for more details.

WHERE CAN I FIND ALLERGY ADVICE FOR YOUR HAMPERS AND GIFTS?
All our hampers may contain – milk products, gluten (except if it is a noted gluten-free hamper), eggs, peanuts, tree nuts, sesame, lupins sugar and their derivatives. This warning is enclosed with all our hampers. 

This paragraph is to be read in combination with our Terms and Conditions, specifically ‘Liability’.

We aim to keep our website as up to date as possible, but we reserve the right to make changes to descriptions, contents, prices, delivery methods, add or delete products at any time.

All products are fully itemised and fairly described however, in the event of supply difficulties, we reserve the right to substitute any items with replacements of equal or higher quality and value that may or may not be listed in the contents section of the product descriptions. Please be aware that if a substitution is made, the nutritional and allergen summaries which accompany each hamper on our website may not reflect the true contents of the gift. If you have any concerns in relation to allergens or any other dietary requirements, please contact us prior to purchase on info@luxehampercollection.com.au , and we’ll offer expanded information relating to allergen information for the hamper of your choice. For special dietary hampers (ie – gluten-free), suitable substitutions will be made.

DELIVERY INFORMATION
We also deliver Australia wide and offer two types of delivery options.

1. Express shipping or courier service Australia wide  capped at $15.00. Approximate deliver times are 2-4 days from dispatch but have increased to at least 4-6 days due to the impact of Covid-19. These are just a guide and will change based on demand that our partners experience at any given time. We cannot give assurances that your hamper will be delivered on a specific day. 

2. Melbourne Metro same day delivery service at $29.95. Orders must be placed before 11am to ensure same day service. Please choose this option if you need delivery on a specific date and list in the notes section of your order or get in touch with us immediately at info@luxehamperco.com.au to arrange. 

WHAT ARE YOUR DELIVERY TIMES?
Hampers ordered before 11am will be dispatched the same business day unless otherwise agreed. Please get in touch with us at info@luxehampercollection.com.au if you need delivery on a specific day/date. Alternatively, add your preferred delivery date in the comments box on the check out screen, and we’ll take care of the rest. You must choose same day service @ $29.95 to guarantee this. Our couriers deliver Monday - Friday between 9am to 5pm. Deliveries do not take place on weekends or public holidays. 

WILL THE CARRIER LEAVE THE HAMPER IN A SAFE PLACE IF THE RECIPIENT ISN’T THERE?
Only by prior arrangement. A note can be made by the purchaser suggesting the hamper can be ‘left on the porch’.  This is done so at your own risk, and Luxe Hamper Collection takes no responsibility once the hamper has been delivered. If our courier deems it is not safe to leave the hamper possibly due to gated community or apartment without any access, they will attempt to make delivery again on a subsequent day. If deliveries fails once again the hamper will be returned to Luxe Hamper Collection and another deliver will need to be arranged at an additional cost. 

CAN I PICK UP MY HAMPER?
Yes, we offer a click and collect location for non-alcoholic hampers. This is noted on our website across our hamper range. 

Our click and collect location is - 159 Burgundy St, Heidelberg VIC 3084

Liquor licensing laws preclude us from being able to offer this service for hampers containing any alcohol. All hampers containing alcohol are for delivery only. 

CAN YOU TELL ME WHAT HAPPENS TO A RETURN OF ORDER(S)?
Occasionally, an order is returned to us, if:

  • The address is unattended and there is nowhere noted as safe in the notes section of the original order to leave the hamper
  • The was in incorrect address listed on the order
  • The recipient has moved address
  • The address is unattended and our courier could not access the property due to gated community/apartment

In these cases, another delivery fee will be charged to allow for correct delivery of the hamper.

We will notify you within 5 days if a hamper has been returned to us.

CAN I SEND A HAMPER OVERSEAS OR TO AN AUSTRALIAN OFFSHORE TERRITORY?
We regret we cannot post overseas.

CAN I ARRANGE FOR THE HAMPER TO BE REDELIVERED TO A DIFFERENT ADDRESS?
Yes, if the parcel is returned, a further delivery to a different address can be arranged at an additional charge. Please contact us via email on info@luxehampercollection.com.au as soon as possible if you would like to change the delivery address.

DO YOU ALWAYS DELIVER HAMPERS ON TIME?
We do our absolute utmost to deliver each hamper on time but sometimes this final link in the chain does not quite match up to our incredibly high standards. This could be for several reasons including address accuracy, mis-sorting at delivery hubs, the Covid-19 pandemic and, of course, occasionally adverse weather conditions can also clog up delivery networks.

HOW CAN I TRACK MY ORDER?
If you placed your order online and entered your phone number, you will receive tracking updates. Alternatively, please download the Shop App on your smartphone and you can view and track orders. 

CAN I VIEW MY ORDERS?
If you placed your order online, you can view and track orders by downloading the Shop App on your smartphone. 

CAN I CANCEL OR CHANGE MY ORDER?
Unfortunately, once your order has been dispatched we are unable to cancel and refund/amend your order. This includes change of delivery address, as our hamper will already be in transit with our courier company.

WHAT IF MY LUXE HAMPER COLLECTION HAMPER DOESN’T ARRIVE?
We register all hampers and work closely with Australia Post, StarTrack and TransDirect to ensure the best outcome, but sometimes parcels get delayed or go missing. 

If your hamper has not arrived please check your email account for a tracking email from us, which contains a link so you can see your hamper’s shipping status.  If it looks like there is a problem, we recommend contacting the courier company directly as this usually offers the fastest and best outcome. We are also happy to do this for you if you prefer. Just email info@luxehampercollection.com.au and we will be happy to help resolve the issue.

WHAT IF MY GOODS HAVE BEEN DAMAGED IN TRANSIT OR LOST?
Luxe Hamper Collection hand check every item in every order that leaves our premises. In the unlikely event you receive a damaged or faulty item, you must notify us within 24 hours of delivery of the goods, via an email to info@luxehampercollection.com.au including images of the damaged/faulty item(s) so that we can evaluate the issue. You’ll also need the receipt or original order number for proof of purchase.

If everything is in order, we’ll then send you a return shipping label, as well as instructions on how and where to send your hamper package back to us, and then effect an exchange or refund. Items returned to us without formally adhering to the aforementioned steps will not be accepted.

WHAT IF I’M NOT HAPPY WITH MY HAMPER?
We put lots of love and effort into our Luxe Hamper Collection hampers, and strive to exceed your expectations every time. Occasionally, things may go wrong and there may be a need to get in touch with us about your order.

We don’t offer refunds for change of mind.

If you just do not like the entire hamper, return requests must be made to us in writing within 7 days (5 business days) of receiving your items. You must email info@luxehampercollection.com.au.

We’ll assess your claim, and correspond with you.

It will be your responsibility and at your cost to ensure goods are safely returned to us. As such, it is strongly recommended the goods are returned to us via a registered/tracked delivery service – at your cost. All returned goods must be intact, unopened, untested, untampered and in prime resaleable condition in original condition and with all labelling and packaging intact.  Once your returned items have reached us, we will review the items within 5 working days and issue a refund, subject to the items being in prime resaleable condition. 

Postage charges on the original outbound order will not be refunded. And to reiterate, returned items are sent to us at your own cost.

Upon receipt of the goods, we will check your returns. If everything is satisfactory, we will process your refund within 10 working days. 

The right to cancel your order, or return the goods to us as referred to in the above text will not apply in the following circumstances: –

(a) We have ordered the item in especially for you.
(b) Business to business contracts
(c) The hamper(s) contain(s) customised or monogrammed goods
(d) The hamper(s) contain(s) perishable goods (food, flowers or plants)
(e) The hamper(s) contain(s) personal care products (such as beauty products)
(f) The hamper(s) contain(s) hazardous materials, flammable liquids or gases.
(g) The hamper(s) contain(s) sale items or gift cards

Please get in touch with us if you have questions or concerns about your specific item.

HOW DO I CONTACT YOU?
Please get in touch via email or telephone or submit an enquiry via our Contact Us page. 

We are open Monday - Friday 9.30am - 5pm
Email: info@luxehampercollection.com.au