Refund policy

Returns & Refunds

At Cove & Moor Hampers Co., every hamper is carefully prepared and packed with products chosen to showcase the best of Cornwall.

We want every gift to arrive beautifully and be enjoyed from the moment it is opened. If something isn’t right with your order, please contact us and we’ll do our best to put things right.

Returns

Many of our hampers contain food and other products that may be fresh, perishable or unsuitable for resale once dispatched.

For this reason, change-of-mind returns may not be available for hampers containing goods that are liable to deteriorate or expire rapidly.

Personalised or made-to-order products may also be excluded from change-of-mind cancellation rights where applicable.

However, this does not affect your statutory rights.

If an item is faulty, damaged, not as described or incorrectly supplied, please contact us so that we can arrange an appropriate resolution.

Cancelling or Amending Your Order

Need to change something? Please contact us as soon as possible if you would like to:

- change your delivery address;

- change your requested delivery date;

- amend a gift message;

- change an item where possible; or

- cancel your order.

We recommend contacting us at least 48 hours before your scheduled dispatch date.

Once your hamper has entered preparation, personalisation, packing or dispatch, we may not be able to make changes or cancel products that are perishable, personalised or otherwise exempt from statutory cancellation rights.

We will always do our best to help where possible.

Damaged or Incorrect Orders

If your hamper or any of its contents arrive damaged, faulty or incorrect, please contact us as soon as reasonably possible.

To help us resolve the issue quickly, we may ask for:

- your order number;

- a photograph of the outer delivery packaging;

- photographs of the damaged or incorrect items; and

- a photograph of the delivery label.

Please keep the affected items and packaging until we have responded, as they may be required when we investigate the issue with our delivery partner.

Depending on the circumstances, we may offer an appropriate replacement, refund or other remedy in accordance with your consumer rights.

 

Missing Items

Each hamper is carefully checked before leaving us, but occasionally mistakes can happen.

If something listed as part of your hamper is missing when it arrives, please contact us with your order number and details of the missing item.

We’ll investigate and put things right as quickly as we reasonably can.

Delivery Problems

We work with trusted delivery partners, which may include APC Overnight and Royal Mail, to deliver Cove & Moor gifts.

If your parcel is damaged, significantly delayed or does not arrive as expected, please contact us so that we can investigate with the courier.

Where appropriate, our delivery partners may leave a parcel in a suitable safe place, with a neighbour or follow their normal missed-delivery procedure if nobody is available to receive it.

This can be particularly important where a hamper contains food products and unnecessary delays could affect their condition.

 

Incorrect Delivery Information

Please check the following carefully before completing your order:

- recipient's full name;

- house name or number;

- street;

- town or city;

- postcode;

- email address; and

- contact telephone number.

You will receive an order confirmation after placing your order. If you notice an error, please contact us immediately and we will try to amend it before dispatch.

Unfortunately, incorrect or incomplete delivery information can result in delays, unsuccessful deliveries or parcels being returned to us.

Where a delivery problem occurs because incorrect or incomplete details were supplied by the customer, we may need to charge an additional delivery fee before resending the order.

If perishable products can no longer reasonably be resent by the time the parcel is returned to us, we will assess the situation individually and explain the options available.

Delivery Dates

Where you select or request a delivery date, we will make every reasonable effort to meet it.

Unless we specifically agree otherwise, delivery dates are estimates and may occasionally be affected by circumstances outside our reasonable control, such as severe weather, transport disruption or courier network delays.

If your order is intended for an important occasion, we recommend allowing sufficient time for delivery wherever possible.

Refunds

Where a refund is agreed or required, it will normally be returned to the original payment method used to place the order.

The time it takes for the refund to appear in your account may depend on your bank or payment provider.

Where applicable, refunds will be processed in accordance with your rights under UK consumer law.

Non-Perishable Items

Some Cove & Moor gifts may contain or be sold as standalone non-perishable items, such as homeware, gifts or other products.

Different statutory cancellation rights may apply to these products when they are purchased online.

Where you have a legal right to cancel a qualifying purchase, please contact us within the applicable cancellation period and we will provide return instructions.

Personalised Products

Products made to your specifications or clearly personalised may not qualify for change-of-mind cancellation once production or personalisation has begun.

Please therefore check all:

- names;

- dates;

- spellings;

- addresses; and

- gift messages

carefully before completing your order.

If we make an error in the personalisation, please contact us and we will put it right.

Your Consumer Rights

Nothing in this Returns & Refunds Policy limits or removes your statutory consumer rights.

Goods must be as described, of satisfactory quality and fit for purpose where applicable.

If you receive goods that are faulty, damaged, incorrectly supplied or not as described, please contact us.

Contact Us

If you have a question or something has gone wrong with your order, we’re here to help.

Cove & Moor Hampers Co.

Website: www.coveandmoor.co.uk

Email: hello@coveandmoor.co.uk

Please include your order number when contacting us so we can help you as quickly as possible.