FAQ

Welcome to our FAQ Page

Frequently Asked Questions

 

Ordering

Q: Do you accept corporate orders?

A: Yes. Whether you are looking for gift hampers or baskets to meet corporate requirements then our dedicated customer service will ensure that from enquiry through to dispatch we look after your order. No order is too big or too small.

We also create bespoke hampers and baskets, including placing your companies’ promotional products in them. Please contact us for information.

 

Q: How do I know that you have received my order?

A: If you order is successful you should receive an automated email. For this reason it is really important that you check the accuracy of the e-mail address you provide.

 

Products

Q: Are your products suitable for vegetarians?

A: The vast majority of the products we stock are suitable for vegetarians. We recommend a custom built basket to be sure, where each item will be checked to ensure its suitability.

Q: Are your products suitable for vegan diets?

A: We have a number of items that are  suitable for vegans. As with above, we recommend a custom built basket to be sure, where each item will be checked to ensure its suitability.


If you require any further detailed information on the contents of our products then please see our products information pages or Contact Us.

 

Cancelling Order

Q: How do I cancel or amend my order?

A: After it is dispatched it cannot be cancelled, but can be returned.

Please contact us as soon as possible if you wish to cancel or amend an order. You can contact our customer service department at [email protected] We can do this as long as your gift has not been dispatched.

Once your gift has been dispatched, in accordance with the Distance Selling Regulations Act 2000, orders containing perishable items are not able to be cancelled or returned. Non-perishable products (e.g. Tea, wine, coffee, and biscuits) can be returned within 7 days, but you are required to inform us of your intention to cancel and return the goods by using the Contact Us form including your order reference number. Only orders still in their original packaging can be returned to us. Once a basket or hamper has been unsealed it cannot be returned for health and safety reasons. Baskets returned to us opened are disposed of as we will not resell the food items in them.

We will issue a refund for non-perishable items within 30 days of the cancellation of your order, providing that the goods have been returned. We strongly recommend that you obtain proof of postage.

 

Charges

Q: Do your prices include VAT?

A: No VAT or other tax is required on our products. (with exception of customs duty to certain countries)

 

Q: What if you don’t have all of the items in stock?

A: All of our items should be in stock but in the rare event that this happens we will substitute it for an equal or greater value item. You will never be charged extra for a more expensive item being added to the gift. ( This applies only to gift baskets / hampers. For individual items bought, we will contact you)

 

Gift Messages

Q: Can I include a message?

A: Yes, all orders include a personal message card. This can be entered at the ordering process after the item has been added to the cart. Please remember to include your own name so that recipient knows who it is from.

If you wish to add or amend a message after you have placed your order, then please email us at [email protected] or call us on 07585124127, quoting your order reference and we will be happy to make the necessary changes.

 

Q: How is the message included?

A: Our gift messages are on a gift card, and enclosed in an envelope.

 

Payment

Q: I see you use Paypal. Does this mean I need a Paypal account?

A: No. Although we use Paypal to safely process payments, you do not need a Paypal account to pay this way by credit / debit card.

Q: I want to order but don’t have a credit/ debit card?

A: No credit/debit card, no problem. You may pay by Paypal, bank transfer, or send us a cheque. Full payment is required before we despatch your goods.

Q: Is it safe to use my credit / debit card?

A: Absolutely. We have taken every precaution to make your transactions secure. We use Paypal as our payment gateway and all transaction information passed to Paypal is encrypted to the maximum strength using SSL certificates. You can be completely secure in the knowledge that nothing you pass to Paypal servers can be examined, used or modified by any third parties attempting to gain access to sensitive information, Even we, (David’s Gifts) don’t have access to this information.

 

Q: The payment Screen will not accept my coupon code

A: If you believe you have a correct coupon code, please email [email protected], and we will look into it right away. Make sure you tell us what code you are using.

 

Q: Do you include an invoice?

A: On UK orders, no, the only information sent with the gift is the personal message card. When gifts are sent abroad we are obliged by custom export regulations to include a commercial invoice of the contents and an approximate value. We always request, but cannot guarantee, that this information will be removed before delivery to the recipient. You, as the sender can always request an invoice.

 

Delivery

Q: Will my delivery always arrive on time?

A: During the Christmas period we will attempt to deliver on the date requested but this obviously is the period when we experience peak demand and we may have to deliver prior to this date. This allows us to be able to remedy any problems you may have before Christmas Day. Over the remainder of the year we will do our best to deliver your order on the day requested.

We use Royal Mail as we have found this to be the most reliable and cost effective way,

 

Q: How will my gift be delivered?

A: We send all our UK parcels Royal Mail 1st class, 2nd Class, or Next Day Service. Myhermes is also used as a less expensive option for our customers.

International deliveries are sent via DHL Express service.

All items are sent in outers clearly marked as fragile.

 

Q: Where can you deliver next day to?

A: We can deliver to all addresses in the UK for next day except Scottish Highlands north of Aberdeen, Islands and Ireland (North & South) which are a 2 day service.

 

Q: Do you deliver outside the U.K.?

A: We can delivery throughout the world, but please see our international page.

 

Q: Can I specify a particular delivery date?

A: Yes, during checkout just leave us a message as to your desired delivery date.

 

Q: Can I choose a delivery date on international orders?

A: International deliveries are not guaranteed to arrive on the selected date, as gifts can be subject to customs clearance or delay. However 95% of the gifts do arrive on the selected date. If not on the chosen date, they will generally arrive within a day on either of side of the selected date. We use DHL to deliver internationally, so it is normally a quick service.

We strongly advise that the recipient knows that a parcel is going to be delivered – even if you want the contents to be a surprise – this ensures delivery is made on time and reduces the risk of damage due to additional handling by the courier.

 

Q: Can you deliver same day?

A: We can deliver the same day, but only in the local East Kilbride Area. You must call, before placing the order, to check this can be done that day. We are unable to deliver same day elsewhere.

 

Q: Can I send my order as a gift?

A: Of course. and most people do. At the checkout just enter the person’s name and address you wish to send it to as the delivery address.

Q: How quickly can you deliver?

A: We offer Next day (Through the Royal Mail) for UK mainland deliveries on orders placed Monday – Thursday before 11 am (GMT) through out the year, except in December.

24-48 hour Express Delivery to international addresses

Seasonal Delivery Times

Due to the volume of orders and to avoid disappointment at seasonal events (Valentine’s Day, Christmas, Mother’s Day, Father’s Day and Easter) gifts may be dispatched for delivery earlier than your chosen date by up to 3 days.   We will make every effort to advise customers should we have to do that.

We refer particularly to cases of adverse weather (snow) where additional delivery time may be required in localised areas and we therefore want to ensure timely dispatch.

Q: Between which times do you deliver?

A: We have no control over the delivery time.  If you think the recipient will be out at work during these times, why not ask us to deliver the gift to their work address.

Q: What happens if the recipient is out?

A: Should the recipient be out when the courier attempts delivery and no one is available to accept delivery, they post a card through the letter box advising the recipient that they have attempted delivery and inviting them to telephone to arrange either: A collection from the nearest depot, which is available the working day after the card was left or Re-delivery to the original address during normal working hours. Any parcels not delivered or collected within 5 working days will be automatically returned to David’s Gifts.

Can the parcel be left with a neighbour?

Yes, if you think that the recipient may be out on that day, please contact us via e-mail at [email protected] to give us instructions to leave with a nominated neighbour. The courier will then deliver the gift to the nominated neighbour.

Q: Can the parcel be left safe i.e. in the porch, garage or shed?

A: If delivery is in UK, that is up to individual postman.

As a security measure we require a signature on receipt of delivery for any international orders, therefore we will not take instructions from the sender to leave safe.

If the courier is having difficulty making delivery, they will contact us for further instructions. It is very important that your recipient address is up to date with correct postal/ zip code and telephone number for contact in case the driver has difficulty locating the address. We will contact you if there are difficulties and ask for further instructions. If the courier is unable to make delivery the gift is returned to us and there will be additional charges to resend the parcel.

Gifts cannot be delivered to BFPO or PO Box numbers.

Q: How much does delivery cost?

Delivery starts at £3.85 for to UK Mainland. Cost is dependant on weight.

Express Service is available at £19.99

International shipping is based on parcel weight and size and is calculated by us after checkout. You will then be sent an invoice for the cost. If you decide its too expensive, simply cancel the order. Any money paid will be refunded by same payment method, normally within a few hours.

Damage

Q: What happens if my gift arrives damaged?

A: We take great care to ensure gifts leave us in perfect condition and that the packaging will ensure its safe delivery. Contact us right away to report unseen damage.

All our gifts are in clearly marked boxes to reduce damages, however if your gift should be damaged on arrival, then we will require photographs showing the damage and the outer packaging.   Alternatively you can return the gift to us in its original packaging including your order reference number.

If the outer box is damaged, it should be opened and checked, if damaged, it can be refused and returned to us. We will of course ship another out right away.

Customer Services

Q: I have an enquiry or would like to make a complaint

A: We take great care to ensure all gifts leave us in excellent condition. If you have any complaints or are in any way disappointed with our service please contact David, the owner of the company, directly by telephone on 07585124127.

We aim to respond to all customer service enquiries and complaints within one working day.

If you have any questions please contact our customer services at [email protected] or use our Contact Us form.

We aim to respond to all customer service enquiries and complaints within one working day.