FAQs

Q How can I pay for my order?

A We accept the following payment method: Visa, MasterCard, AE, Apple Pay and Google Pay. We also accept PayPal payments.

Q What should I do if I receive an incorrect or faulty item?

A We are sorry to hear that you have received an incorrect or faulty item. Please send us a message at cs@thehamper.com.hk with your order number, the name/product code of the item you were supposed to receive and any further details. We will be in touch within 3 business days to resolve your issue.

Q Can I make changes to my order?

A Unfortunately, once you have placed your order it is not possible to amend any details, our warehouse team receives orders directly and will have already started processing your order.

Q Can I cancel an order?

A You must cancel order at least 48 hours prior to the requested delivery time.

Q Are the decorations on the photos included in the order?

A The decorations shown in our product photos are for illustration purposes only, it is not included

Q The hamper received looks different to the one I ordered?

A However, we are doing our best to provide you with the exact product offerings as displayed in our product photos and descriptions, some items may be subject to substitution due to limited availability, we will substitute with a similar item of equal or greater value

Q What happens if delivery fails due to incorrect shipping address or contact information?

A However, If the products are refused to be signed for by the intended recipient is not available and others refuse to accept the delivery on their behalf, or if the provided address is incorrect and the delivery cannot be made, the products will be returned to our company. Customers can collect the products from our company on the same day, if the products are not collected during our office hours, the transaction will be considered completed, if re-delivery is required, it will be treated as new order.

Q How can I track the progress of my order?

A You can track the progress of the orders be emailing us at: cs@thehamper.com.hk

Q Do you offer same-day delivery?

A Under normal circumstances same-day deliveries for orders that are placed before 3:00 P.M. will be made between 4:00 P.M. and 6:00 P.M on the same day. In the event that traffic conditions or any other accidents delay delivery, our customer service representative will contact you to make alternative arrangements.

Q Is the information I provide to Gift Hampers Hong Kong during the purchase process secure?

A All of the information that you send us during the purchase process is encrypted to protect against automated access to our information and any user who attempts to view data will be presented with encrypted data that is beyond recognition.

Q The hamper received looks different to the one I ordered. How come it doesn’t match the photo on your website?

A Whilst we make every effort to provide you with the exact product offerings as displayed in our product photos and descriptions some items may be subject to substitution due to limited availability. We will endeavor to provide the same item in an alternative pattern, color, style, design or flavor where possible. In the event that we are unable to provide this, we will substitute with a similar item of equal or greater value.

Q Am I able to make changes to my order or request substitutions or amendments?

A We are unable to provide any alterations or amendments for orders that are in the process of being prepared, already prepared and/or in transit.

Depending upon the alteration or amendments the Customer must pay for any additional fees and charges incurred.

In the event that the value of any replacement goods is lower than the value of the original product, the difference in value will not be refunded. We reserves the right to refuse order adjustment or amendments.

Q Do you offer corporate accounts?

A We offer corporate accounts to regular volume corporate customers only. Please contact our Customer Services at cs@thehamper.com.hk, if you would like further information.