Terms of service
Terms & Conditions
Last updated: August 2026
Welcome to Cove & Moor Hampers Co.
These Terms & Conditions apply when you visit our website or purchase products from us. By placing an order with Cove & Moor Hampers Co., you agree to these terms.
Please read them carefully before placing an order.
Throughout these terms, “Cove & Moor”, “we”, “us” and “our” refer to Cove & Moor Hampers Co. “You” and “your” refer to the person placing an order through our website.
1. About Cove & Moor Hampers Co.
Cove & Moor Hampers Co. offers thoughtfully selected Cornish hampers, food and drink, gifts, home and wellbeing products and other products sourced from Cornwall and selected suppliers.
Our website is:
www.coveandmoor.co.uk
Business correspondence address:
28A Porthbean Rd, Newquay TR7 3JE, Cornwall, United Kingdom
Customer service email:
hello@coveandmoor.co.uk
By purchasing from us, you confirm that you are legally capable of entering into a contra
2. Our Products
We take great care to describe and photograph our products as accurately as possible.
Because many of our products are sourced from independent and artisan producers, packaging, labelling, colours, presentation and product appearance may occasionally differ slightly from photographs shown on our website.
Product photographs are for illustrative purposes and colours may also appear differently depending on the device or screen being used.
The contents of each hamper will be clearly described on the relevant product page.
3. Cornish Products & Suppliers
Cove & Moor celebrates Cornwall and the makers, producers and businesses connected with it.
Where a product is described as Cornish, made in Cornwall, or otherwise identified by its place of origin, we aim to ensure that the description accurately reflects the information provided to us by the producer or supplier.
Not every component used in the manufacture of a Cornish product will necessarily originate in Cornwall unless this is specifically stated.
4. Product Availability & Substitutions
Many of the products featured in our hampers are produced by independent makers and may be seasonal or available in limited quantities.
Occasionally, a particular product may become unavailable after an order has been placed.
Where this happens, we may substitute it with a product of a similar type and of equal or greater value, wherever reasonably possible.
We will aim to ensure that any substitution complements the original hamper and maintains its overall quality and character.
Where a proposed substitution would materially change the nature of the hamper, we may contact you before dispatch.
For customers with allergies, intolerances or specific dietary requirements, please review the product and allergen information carefully before ordering and contact us if you have any questions.
5. Prices
All prices shown on our website are displayed in Pounds Sterling (£ GBP).
Delivery charges, where applicable, will be clearly displayed during checkout before payment is completed.
If we become VAT registered, prices will include VAT where applicable unless otherwise stated.
We take reasonable care to ensure prices are correct. However, if an obvious pricing error occurs, we are not obliged to supply a product at an incorrect price.
If we discover an error after you have placed your order, we will contact you and give you the option to proceed at the correct price or cancel the order for a full refund.
6. Placing an Order
When you place an order through our website, you will receive an order confirmation.
An order confirmation acknowledges that we have received your order.
If we are unable to accept an order, for example because a product is unavailable, there has been an error in the price or description, or we cannot deliver to the requested location, we will let you know and refund any payment already made for the affected order.
Please check the information entered during checkout carefully.
You are responsible for ensuring that your:
- name;
- delivery address;
- postcode;
- email address;
- telephone number; and
- gift message
are correct before submitting your order.
If you notice an error after ordering, please contact us as soon as possible. We will do our best to help, but we cannot guarantee that changes can be made once an order has entered the packing or dispatch process.
7. Payment
Payment must be made at checkout using one of the payment methods offered on our website.
Payments are processed securely through our payment service providers.
Cove & Moor does not normally receive or store your complete debit or credit card details.
Your order will not be dispatched until the required payment has been successfully authorised.
DELIVERY
8. Delivery Partners
We use trusted delivery services to deliver our hampers and gifts throughout the areas we serve.
Our delivery partners may include APC Overnight, Royal Mail, or another suitable courier depending on the contents, destination, size and delivery service selected.
The courier used for a particular order may therefore vary.
9. Delivery Times
Estimated delivery times will be displayed on our website or during checkout where applicable.
Any delivery dates provided are estimates unless we have expressly agreed that delivery on a particular date is essential.
We aim to dispatch orders promptly, but delays can occasionally occur because of circumstances beyond our reasonable control, including severe weather, transport disruption, courier network delays or other exceptional circumstances.
We will always try to resolve delivery problems as quickly as reasonably possible.
Nothing in these Terms & Conditions affects your statutory consumer rights.
10. Delivery Addresses
It is the customer's responsibility to provide a complete and accurate delivery address.
Where an incorrect or incomplete address supplied by the customer results in a parcel being returned to us, additional delivery charges may be payable before we resend the order.
If the parcel contains perishable products that can no longer safely or reasonably be resent by the time it is returned to us, we may not be able to resend those particular products.
We will assess such situations fairly on a case-by-case basis.
11. Gifts Sent Directly to the Recipient
You may arrange for a hamper or gift to be delivered directly to another person.
Please ensure that the recipient's name and delivery address are correct.
Where available, you may also include a personal gift message.
We reserve the right not to print messages containing material that is unlawful, threatening, abusive, discriminatory or otherwise seriously inappropriate.
We will not normally include pricing information inside a hamper being sent as a gift.
12. Missed Deliveries
If nobody is available to receive the parcel, the courier may:
- leave the parcel in an appropriate safe place;
- deliver it to a neighbour;
- take it to a collection location; or
- attempt redelivery,
depending on the delivery service being used.
Any photograph, tracking information or delivery confirmation supplied by the courier may be used to help us investigate delivery queries.
13. Delayed, Missing or Damaged Parcels
If your parcel has not arrived when expected, please contact us and we will investigate the delivery with the courier.
If your hamper arrives damaged, please contact us as soon as reasonably possible.
To help us resolve the issue, we may ask you to provide:
- your order number;
- photographs of the outer packaging;
- photographs of the damaged items; and
- photographs of the delivery label.
Please do not dispose of damaged goods or packaging until we have advised whether they are required for the courier investigation.
Your statutory rights regarding damaged, faulty or incorrectly supplied goods are not affected.
CANCELLATIONS, RETURNS & REFUNDS
14. Cancelling an Order Before Dispatch
If you wish to cancel or amend your order, please contact us as soon as possible.
If your order has not yet entered preparation or dispatch, we will normally be able to cancel it and issue a refund.
However, personalised products or goods that have already been specially prepared for your order may not be cancellable where the law provides an exemption from cancellation rights.
15. Your Right to Cancel Online Purchases
For most non-exempt products purchased online, consumers have the right to cancel their purchase within 14 days of receiving the goods, without having to provide a reason.
After notifying us that you wish to cancel, you will generally have a further 14 days to return the applicable goods.
Products must be returned with reasonable care.
Where the law gives you a cancellation right, we will refund eligible payments in accordance with applicable consumer law.
16. Products That Cannot Usually Be Returned Because You Change Your Mind
The statutory cancellation right does not apply in every situation.
Depending on the circumstances, exclusions may include:
Perishable goods
Products which are liable to deteriorate or expire rapidly may not be eligible for change-of-mind cancellation.
Personalised products
Goods made to your specifications or clearly personalised may not be eligible for cancellation once personalisation or production has begun.
Sealed hygiene products
Certain sealed goods which are not suitable for return for health protection or hygiene reasons may cease to be returnable once their seal has been broken.
These exclusions do not remove your legal rights where an item is faulty, damaged, incorrectly supplied or otherwise does not conform to the contract.
17. Returning Eligible Products
Before returning an item, please contact our customer care team so that we can provide the appropriate return instructions.
Unless the goods are faulty, damaged, incorrect or otherwise covered by your statutory rights, you may be responsible for the reasonable cost of returning products when exercising a change-of-mind cancellation right.
Products should be securely packaged to reduce the risk of damage during return transit.
18. Refunds
Where a refund is due, it will normally be returned to the original payment method.
Where you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the applicable standard outbound delivery charge where required by law.
Additional amounts paid specifically for an enhanced or premium delivery service may not be fully refundable beyond the cost of our standard delivery option.
Nothing in our returns policy limits your statutory rights.
FOOD, ALLERGENS & PRODUCT INFORMATION
19. Food Products
Some Cove & Moor hampers contain food and drink produced by independent suppliers.
Ingredients, nutritional information, storage instructions, allergens, best-before dates and other relevant information will be supplied by the product manufacturer or producer and displayed or made available as required.
Please always read the information on the individual product packaging before consumption.
20. Allergies & Intolerances
Allergen information should always be checked carefully before placing an order and again before consuming a product.
Products in our hampers may contain or have been produced in environments handling allergens including, but not limited to:
- cereals containing gluten;
- milk;
- eggs;
- nuts;
- peanuts;
- soya;
- sesame;
- sulphites;
- mustard; and
- other recognised allergens.
The exact allergens vary between products.
Where relevant, allergen information will be made available before purchase and will also be provided with or on the product as required.
If you or the intended recipient has a serious food allergy, please contact us before ordering if you require clarification.
Unless expressly stated otherwise, we cannot guarantee that products supplied by independent producers have been manufactured in completely allergen-free environments.
21. Dietary Descriptions
Where we describe a product as vegetarian, vegan, gluten-free or suitable for another dietary preference, this will be based on information provided by the relevant manufacturer or supplier.
Customers remain responsible for checking individual ingredient and allergen information, particularly where a medical allergy or intolerance is involved.
22. Best-Before Dates & Storage
Because many of our hampers contain artisan food products, shelf lives can vary.
Please follow any storage and consumption instructions printed on the individual product packaging.
Where an order contains chilled or particularly perishable products, additional delivery or storage instructions may apply and will be provided where relevant.
PERSONALISATION & GIFT PRESENTATION
23. Personalised Orders
Please check all names, dates and personal messages carefully before submitting an order.
We cannot accept responsibility for spelling or information errors provided by the customer.
If we make an error when producing your personalised item, please contact us and we will put it right.
24. Hamper Presentation
Our hampers are individually prepared and packed.
The exact arrangement of products, tissue paper, protective packaging, ribbon and other presentation materials may differ slightly from photographs.
Where necessary, we may alter the internal packaging to protect the products during delivery.
AGE-RESTRICTED PRODUCTS
25. Alcohol and Other Age-Restricted Products
If Cove & Moor offers hampers containing alcohol or another legally age-restricted product, additional conditions will apply.
Customers purchasing alcohol must be aged 18 or over.
Age verification may be required during checkout and/or delivery, and the courier may request suitable identification from the recipient.
Age-restricted products will only be offered where Cove & Moor has the licences and permissions required by law.
OFFERS & PROMOTIONS
26. Discount Codes
Promotional codes are subject to any terms displayed with the particular promotion.
Unless otherwise stated:
- only one promotional code may be used per order;
- promotional codes cannot be exchanged for cash;
- promotions may have an expiry date;
- selected products may be excluded; and
- promotional codes cannot normally be applied retrospectively to completed orders.
We reserve the right to withdraw or amend a promotion where reasonably necessary, including where there has been an obvious error or misuse.
PRIVACY
27. Privacy & Data Protection
At Cove & Moor, we take your privacy seriously.
We collect and use personal information where necessary to:
- process your order;
- take payment;
- arrange delivery;
- communicate with you about your purchase;
- provide customer service;
- prevent fraud;
- comply with our legal obligations; and
- operate and improve our business.
We do not sell your personal information.
Where necessary, information may be shared with trusted organisations involved in providing our services, including payment processors, our ecommerce platform and delivery companies.
Please see our separate Privacy Policy for full information about how we collect, process, retain and protect personal information.
28. Marketing Communications
Where permitted by law, and where any necessary permission has been obtained, we may send you information about:
- new products;
- seasonal hampers;
- special offers;
- Cornish makers;
- gift inspiration; and
- Cove & Moor news.
You can unsubscribe from marketing emails at any time using the unsubscribe link provided in our emails or by contacting us.
Unsubscribing from marketing will not prevent us from sending important messages relating to an existing order.
WEBSITE & INTELLECTUAL PROPERTY
29. Website Content
All original website content belonging to Cove & Moor, including our branding, copy, graphics, photographs and original designs, is protected by applicable intellectual property laws.
Unless you have our permission, Cove & Moor-owned website content must not be copied, reproduced, distributed or used commercially.
This does not apply to materials belonging to third-party producers, photographers or other rights holders, which remain the property of their respective owners.
30. Website Availability
We aim to keep our website available and accurate but cannot guarantee uninterrupted access.
We may occasionally update, suspend or change parts of the website for maintenance, security, technical or business reasons.
OUR RESPONSIBILITY TO YOU
31. Our Liability
Nothing in these Terms & Conditions excludes or limits liability where it would be unlawful for us to do so.
This includes liability that cannot legally be excluded for matters such as death or personal injury caused by negligence, fraud, or your statutory rights relating to faulty or misdescribed goods.
We are not responsible for losses which were not reasonably foreseeable when the contract was formed or for business losses arising from purchases made wholly or mainly for business purposes, except where the law provides otherwise.
32. Events Outside Our Reasonable Control
We will not be responsible for delays or failure caused by circumstances outside our reasonable control.
Examples may include severe weather, flooding, transport disruption, strikes, courier network disruption, power outages, supplier disruption or other exceptional events.
Where such an event affects your order, we will take reasonable steps to minimise the impact and will contact you where appropriate.
Your statutory rights remain unaffected
COMPLAINTS
33. Contacting Us
We want every Cove & Moor gift to arrive beautifully and be enjoyed by its recipient.
If something has gone wrong, please contact us and give us the opportunity to resolve it.
Please include your order number and as much relevant information as possible.
Customer service email:
hello@coveandmoor.co.uk
Website:
www.coveandmoor.co.uk
LEGAL INFORMATION
34. Changes to These Terms
We may update these Terms & Conditions from time to time to reflect changes to our services, business or applicable laws.
The Terms & Conditions applying to an order will normally be those in force when that order was placed.
35. Your Statutory Rights
Nothing in these Terms & Conditions is intended to restrict the rights you have under UK consumer law.
Goods supplied must meet the standards required by applicable consumer legislation, including requirements relating to quality, fitness for purpose and description.
36. Governing Law
These Terms & Conditions are governed by the laws applicable in England and Wales.
If you are a consumer resident elsewhere in the United Kingdom, you may also benefit from mandatory consumer protections applicable in your place of residence.
Any dispute may be dealt with by the courts having jurisdiction under applicable law.
Cove & Moor Hampers Co.
Cornwall, beautifully gifted.
www.coveandmoor.co.uk
hello@coveandmoor.co.uk
28A Porthbean Rd. Newquay, TR7 3JE Cornwall, United Kingdom