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Help |
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Problems with my order? |
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If you are having a problem with your order we are committed to resolving the issue as quickly as possible. We have listed below a set of typical scenario's that may occur. If you are having a problem that is not listed below please contact us. We are happy to help.
Do you need to cancel or change an order that has not yet been shipped?
View the Changing my order after it has been placed help page or the Cancelling an order help page for details.
Did you receive a damaged basket?
You will need to return the basket. We recommend you review our Returns Policy then visit the How to pack and return my order help page to gain an understanding of how to return your order. You will need to include the reason for the return, and whether you would like a refund or a replacement item sent to you.
Did you receive the wrong gift basket or wrong items in your gift basket or an item you didn't order?
If you received the wrong gift basket, you will need to return the basket. If you received one or more incorrect items within a basket, you will need to place a return. Be aware that from time to time certain products may not be available from our suppliers. We will do our utmost to source the product you have ordered if it is not in stock. However, in some cases, we may replace an item you have ordered with a similar item for the same dollar value.
If you would like a replacement of the individual item, it is your choice if you want to return just the item or the whole basket. However, if you would like a refund, you will need to return the whole basket. In all cases, we recommend you review our Returns Policy then visit the How to pack and return my order help page to gain an understanding of how to return your item(s) or basket. You will need to include the reason for the return, and whether you would like a refund or a replacement item/basket sent to you.
Are you missing an individual item within the basket?
If the missing item is part of a Pre-Made basket, you should first check the detailed view of the basket on our website and compare this with what you received. The detailed view of pre-made baskets shows the exact contents. For assistance on how to do this, check the Determining the exact contents of a gift basket help page.
If the missing item is part of a Make Your Own basket, you should check your individual items on the purchase order or the tax invoice against what you received. If you still feel the order is incorrect, we recommend you contact us and we will send you the missing item(s). Or if you would prefer, you can return the whole basket for a refund.
Are you unsure where your order is?
If you have not yet received your order at all and think that you should have by now, visit the View Orders page as part of your account. For assistance view the Viewing and updating your orders help page. You can use this page to view the status of your order.
Still have a problem not covered here?
Please contact us. We are glad to help.
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^ Back to top |
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Where to from here?
Problems with my order? 
How to pack and return my order
Our Refunds Policy
Undeliverable packages
Return to the Help Index
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