If you have received your hamper and it is damaged or something is missing, please contact us at [email protected]. Please email us with your order number and a photo Image of the damages.
If you’ve not yet received your hamper and wanting to know the progress of delivery, you may also email us to see if we can provide you with an update on your order!
We understand that sometimes the gift purchased for whatever reason is not right, so if you are not happy with the product received and would like to return the item, you can do so within 14 days of delivery, either for a refund or replacement, providing the hamper is unopened and in the original condition. If the hamper contains bespoke items or fresh products like cheese, cream, scones etc., unfortunately this cannot be returned.
You will receive an email when your hamper has been despatched and when it has been delivered.
In the despatch email ‘ Your hamper is on its way!’ you will find delivery tracking information, this email is sent to you when the hamper has been handed over to our approved courier.
If you have an account with us, you can also track your order on there.
Please check email spam folders or directly with the recipient to see if they have already received the hamper before contacting us, as sometimes an incorrect email address entered at checkout will result in no emails being received by you.
You will also receive an email when your gift is delivered to your recipient, if you have completed the free option for gift message via text and emails, these will also be sent to the recipient at this point.
Currently, delivery drivers are operating contactless delivery, which means leaving hampers in a safe place instead of getting a signature for delivery. The recipient doesn’t need to be in for delivery to be made. We would ask you to fully check that delivery has not been received or left with a neighbour, before contacting us.
If you made a mistake when placing your order, there may be an opportunity to amend the order up to 15 minutes after the order was placed, before the label gets printed for despatch. Contact us at [email protected] with your order number and the amendment you need, so we may be able to assist you. We are open to support 9am – 6pm UK time, Monday- Friday.
We will do our best to amend the order, however, if it has already been passed to the warehouse which is usually within 15 minutes, then it cannot be amended, unfortunately.
If you would like to cancel your order, there may be an opportunity to do so, up to 15 minutes after the order was placed. Contact us at [email protected] with your cancellation request and your order number as soon as possible!
We will do our best to cancel the order, however, if it has already been passed to the warehouse usually within 15 minutes, then it can only be returned once delivered, through our returns procedure. Please be aware that any hampers including perishable items may not be collected after delivery. We ask that if your order could not be cancelled and you do not wish for your order to be delivered, please ask your recipient to refuse the delivery!
At justmoluxuryhampers.com, we always endeavour to provide the best, high-quality products within our hampers. However, from time to time, due to stock issues, we may have to substitute some of our items. We will always substitute items of equal or greater value. You can read out terms and conditions regarding substitutions on the link below!