FAQ

Products

Can I customise my gift?

Our mission is to provide a unique gifting experience that spreads joy and happiness which means we can help build any gift you desire. Contact us at hello@artisanhamperco.com.au to chat further.

We can help tailor gifts according to dietary requirements, special needs or meet your budget.

 

Can I add a message?

Yes and we recommend it! Including a personal message adds a special something to your gift and you’ll be prompted to do so through the ordering process.

It will also tell the recipient who it’s from.

 

When should I place my order?

The sooner the better! We endeavour to dispatch your order within 1 business day, but as we’ve all experienced, delivery can be unpredictable. The earlier you place your order, the more likely your gift will arrive on time.

Please refer to our Shipping and Tracking page to view the estimated delivery times. 

 

How will the recipient know what’s inside their gift?

All our gifts include a card with a QR code that links to our products page where they can find out more about the handpicked items.

 

How do I use my promo code?

Promo codes are added during the checkout process.

Please note that only one promo code can be applied per order.

 

Can you send me a photo of the gift before it’s sent?

We sure can! Please contact us at hello@artisanhamperco.com.au if you’d like us to send you a photo before shipping the gift.

 

I need to change my order or have made a mistake, what do I do?

Please contact us at hello@artisanhamperco.com.au as soon as you realise.

We’ll do our best to rectify any mistakes and will work with you to resolve the issue.

 

Err there’s something wrong with my gift, what do I do?

Please contact us at hello@artisanhamperco.com.au as soon as you can. Any photos or further information you can provide will help us understand the issue. 

 

Delivery

How much is delivery?

Standard shipping is $9.99 and express shipping is $19.99.

 

Can I collect my gift?

If you’re located in Melbourne, we can arrange for you to collect your gift. Please contact us at hello@artisanhamperco.com.au.

 

Can I track my gift?

You sure can! We’ll send you all tracking details once we’ve processed your order and sent it on its way.

 

Do you offer same-day delivery?

At the moment we only offer same day delivery (including weekends and public holidays) for recipients located in Melbourne. If you require same day delivery, please contact us at hello@artisanhamperco.com.au to confirm availability.

 

Where do you deliver?

We can deliver to anywhere in Australia, far and wide, however if you think your recipient might be in a hard to reach place please contact us at hello@artisanhamperco.com.au.

 

How long does standard delivery take?

Approximate delivery times are:

  • Victoria: 3 - 5 business days
  • NSW: 4 - 6 business days
  • Queensland: 5 - 7 business days
  • South Australia: 4 - 6 business days
  • Tasmania: 4 - 6 business day
  • Western Australia: 7 - 9 business days
  • Northern Territory: 7 - 10 business day

 

How long does express delivery take?

The express option must be selected during the checkout process.

Approximate delivery times are:

  • Victoria: 2 - 3 business days
  • NSW: 3 - 4 business days
  • Queensland: 3 - 5 business days
  • South Australia: 3 - 4 business days 
  • Tasmania: 3 - 4 business days
  • Western Australia: 4 - 6 business days
  • Northern Territory: 4 - 6 business days

  

Can you deliver on a specific date or time?

If your recipient is located in Melbourne we may be able to help. Please contact us hello@artisanhamperco.com.au to chat further.

If your recipient is outside Melbourne unfortunately we can't guarantee your gift will be delivered on a specific date or time.

 

Can you deliver on the weekend or a public holiday?

If your recipient is located in Melbourne, we may be able to help.  Please contact us hello@artisanhamperco.com.au to chat further.

If your recipient is outside Melbourne unfortunately we can’t offer delivery on the weekend or public holidays.

 

What if no-one is there to receive the gift?

We provide our shipping partners with an Authority to Leave. So where possible, they will leave it somewhere safe.

However, if the gift can’t be handed to the recipient or there’s no where safe to leave it, a calling card will be left with instructions on how to collect the gift or arrange redelivery.

 

It says my gift has been delivered, but it hasn't been, what do I do?

Please contact us at hello@artisanhamperco.com.au and we will investigate asap.

 

Payment

What payment methods do you accept?

We accept Mastercard, Visa, American Express, PayPal, AfterPay and Direct Deposit.

Most of these methods can be used during the checkout process. If you’d like to pay via Direct Deposit please email us at hello@artisanhamperco.com.au so that we can provide you with the necessary details. If you choose to pay via Direct Deposit your gift will be processed once payment has been received.

 

Refunds and Returns

In the unlikely event something has gone wrong with your purchase, please contact us at hello@artisanhamperco.com.au to make a return or request a refund.

For more information please see our Refunds and Returns policy. 

 

Other queries and feedback, complaints and compliments

Please contact us at hello@artisanhamperco.com.au for any queries, feedback, complaints or compliments.

We’d love to hear from you and consider all feedback a gift and opportunity to learn and grow.

 

 

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