Delivery & Returns
Our policy includes:
Delivery
Delivery Costs
Delivery Details
Hampers that contain Alcohol
Selected Delivery Dates
Sending to Multiple Addresses
Postal Gift boxes
DELIVERY:
All baskets & bags are shipped in postal boxes or cartons using Royal Mail or Evri courier service. We can only deliver to mainland UK. Unfortunately we are unable to deliver to Highlands and Islands, Europe and other International overseas areas, PO boxes and BFPO as we are unable to track or obtain a signature for this service, and are therefore unable to guarantee safe delivery.
DELIVERY COSTS:
What is included in the Free delivery?
All our non-chilled products include free 3-5 working days delivery, and our chilled products are sent next day delivery and this charge is included.
We cannot be held responsible for parcels not delivered due to any incorrect delivery information given or if the recipient is out or away, or in the unlikely event your parcel is delayed through no fault of our own.
DELIVERY DETAILS:
Deliveries are usually made between 8.00am and 8.00pm, these times cannot be guaranteed during busy periods. We use Royal Mail and Evri for our standard and overnight deliveries.
If contact telephone details and/or an email address is given during checkout we will confirm the 16-digit tracking number in our dispatch confirmation email.
Delivery lead times are based on Tuesday to Saturday. Deliveries cannot be made on Sundays and Mondays or Tuesdays following a bank holiday.
If the recipient is not there to receive a parcel the carrier may attempt to deliver to an immediate neighbour however we cannot always guarantee this, alternatively the carrier will leave a card with contact details so that redelivery or collection can be arranged. If the carrier doesn’t receive a response to the card, they will return the gift to us after 4-5 working days.
However, during the very busy Christmas period we do instruct our delivery companies to leave parcels in a safe and dry location and put a card through the door to say where the parcel has been left if the recipient is not available to receive it. We consider this to be in the best interests of the recipient.
The carrier is required to notify us of any parcels that are not delivered so that we can try to resolve the issue before the parcel is returned. The carrier is only responsible for delivering to the address that you have provided (or an immediate neighbour if no-one is at home). We regret that where the goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual receiver refuses or fails to return the item(s) or we have been given the incorrect/incomplete address details. Please make sure you give the correct address and postcode for the recipient.
The only exception to this is any hampers that contain alcohol.
HAMPERS THAT CONTAIN ALCOHOL:
We do not sell to anyone under the age of 18. Hampers that contain any items of alcohol must be signed for to prove age over 18. We operate a Challenge 25 policy and take safeguarding our customers very seriously. These items will not be left on doorstep and must be handed to recipient. Please advise recipient to be available for delivery.
As a responsible retailer, it’s really important to us that age restricted products don’t end up in the hands of those under age. We will not sell to under 18’s and we will not deliver to them either under the Licensing Act 2003. We also recognise how difficult it can be for our carrier network to judge the age of someone in their mid-late teens or early twenties. For this reason, we ask all carriers to check the age of anyone buying restricted products who they believe to be under 25. Please be aware that you/ recipient may be asked for proof of age upon delivery. See below for a list of IDs we accept as proof of age.
· Current (within shown expiry date) passports or an equivalent form of identification such as a national identity card with a photo and date of birth (all nationalities)
· Current (within shown expiry date) photographic driving licences or provisional licences and date of birth (all nationalities)
· Military IDs with a photo and date of birth (UK only)
· Cards with a PASS logo (hologram below) such as Citizen, Connexions, Validate or Young Scot
SELECTED DELIVERY DATES
Please be aware that although we make every effort to get your order delivered on the selected preferred date, delivery dates cannot be guaranteed. we would suggest setting your delivery date as early as possible to avoid any orders arriving late.
How quickly will my order be dispatched?
All orders received before 9am Monday to Thursday (excluding Bank Holidays) will be dispatched 3-5 working days unless a nominated preferred delivery date has been chosen at checkout.
Any orders placed on a bank holiday will be dispatched on the next available working day.
The reason being that if any orders contain CHILLED ITEMS, they will be held in a holding depot over the weekend and will not reach their destination in their best condition.
The cheeses will be placed in an insulated package along with 3 ice packs to keep it cool, however during transit the ice packs will thaw and so the produce should be placed in the fridge as soon as the package arrives and despite the best before date we recommend they are consumed as soon as possible.
MULTIPLE ADDRESSES:
To send gifts and baskets to multiple addresses, an order will have to be placed for each individual recipient or you can email your request and address details to hello@dorsettreasures.co.uk, where one of the team will respond and check all is correct and understood.
How will my order be sent?
All our orders are dispatched using a fully tracked service with Royal Mail or Evri.
POSTAL GIFT BOXES:
Postal Gifts are delivered using Royal Mail or Evri, so when selecting a Named Day delivery we cannot guarantee a precise delivery date for these gifts. However, in our experience, 90% of orders are delivered on time. Please also note that this is not a trackable royal mail service, so we will be unable to provide tracking information.
RETURNS POLICY
Our Policy Contains:
Cancellation if an order has yet to be dispatched
Refunds following delivery
Damages
Unforeseen circumstances and delivery delays
Returns due to unsuccessful delivery attempts
We want you to be completely satisfied with your purchases and the service we provide. In accordance with the EU Distance Selling Directive you have the right to cancel the contract at any time up to 14 working days starting the day after delivery. Please note that the customer must bear the cost of returning the goods to us.
CANCELLATIONS:
If you need to cancel your order up to 4 days prior to delivery date please email hello@dorsettreasures.co.uk quoting your order no and we will happily arrange the cancellation. If the gift has already been despatched we are unable to cancel delivery. Please see our refund section.
REFUNDS:
You are allowed a 14 day cooling off period from the date of delivery. This means that we will refund the total cost of the product less delivery costs incurred as long as:
1. The goods remain unused and component parts are unopened.
2. You or the recipient retain and take reasonable care of the goods until collected by our carrier.
3. You or the recipient are reasonable in making the goods available for collection by our carrier who will collect only during the daytime on working days (not weekends or Bank Holidays) within 21 days of notifying us of the need for a refund
4. Refunds will be issued upon receipt of the item.
5. The item is not a bespoke hamper, personalised or fresh food hamper.
We are UNABLE TO REIMBURSE THE COST OF RETURNING AN ITEM TO US UNDER ANY CIRCUMSTANCES, as we will arrange collection through our own carrier at no cost to you.
DAMAGES:
It is your responsibility to check your order carefully and immediately on receipt of goods. If there are any obvious signs of damage from the outside then these must be signed as damaged and Dorset Treasures Ltd must be notified by email at hello@dorsettreasures.co.uk within 48 hours of receipt of goods, where we will rectify the problem as soon as possible. After this period, no action will be taken.
Any damage which cannot be seen from the outside must be notified to us by email at hello@dorsettreasures.co.uk within 48 hours of receipt of goods, where we will rectify the problem, after this period no action will be taken.
Please be aware that we may request photographic evidence of the damaged goods to support your claim.
If required, returned goods must clearly show the full name, address, and telephone number of the purchaser
UNFORESEEN CIRCUMSTANCES AND DELIVERY DELAYS:
Whilst every effort will be made to meet our customers’ orders and requests, cancellations or variations may be necessary as a result of an act of God, war, strike, viruses, shortage of labour, fire, flood, severe weather or any other causes beyond the control of Dorset Treasures Ltd.
RETURNS DUE TO UNSUCCESSFUL DELIVERY ATTEMPTS:
We cannot accept responsibility for the wrong order or non-delivery, resulting from incorrect information or addresses being provided.
If goods are returned to us via the courier following unsuccessful delivery attempts and where delivery instructions have been met, refunds will not be given. In these circumstances the customers may request for the goods to be re-sent. This would incur the standard delivery charge and would not cover any spoilt perishable goods.