Returns & refunds

If you change your mind

As many of the food and drink products that we sell have a relatively short shelf life, kindly return all products in their original condition (including all labels and tags intact) with proof of purchase within 7 days. We’ll give you an exchange or refund, as long as your returned products meet our terms and conditions.

To this end, please note that we do not exchange or refund personalised products, special orders, fresh food and alcohol products. We also do not do part-exchange or part-refunds for hampers, gift boxes, and other bundled products.

Damaged products

If you take delivery of a package from us and the contents have been damaged in transit, we will exchange the damaged products without charge to you provided you notify us within 48 hours of receipt via phone on via email to hello@cotswoldshampers.com

Please note that when products are damaged or broken during delivery:

  • We may require photographic evidence from you to demonstrate the products are damaged or broken.
  • If we are satisfied that the products were broken during delivery, we will send you replacements or issue a refund to cover the price of the damaged products. If the same products are not available we will replace them with similar products of equal or higher value.
  • If necessary, we will make arrangements to collect the damaged products at our cost using one of our delivery partners.
  • You will not be charged for the collection of the faulty or damaged products or the delivery of replacements.
  • Please note that we are unable to reimburse the cost of returning products to us under any circumstances if you arrange and pay for the products to be returned to us.

Incorrect products

If we have sent you incorrect products, please let us know as soon as possible. If you would like us to replace the incorrect products with the products you have ordered, we will send you the correct products as soon as possible. Alternatively, we will refund for the incorrect products once they are returned. In most cases, we must have the incorrect products returned to us before we can issue replacements or a refund.

Before reporting products as incorrect, please be aware that because most of our suppliers are small, artisan businesses, we may not be able to provide every product as described. We will always replace these products with similar high-quality products of equal or higher value.

All of our hampers are fully itemised and fairly described, and we aim to keep information on our website as up to date as possible, but we do reserve the right to make changes to descriptions, contents, prices, delivery methods and available products at any time.

Finally, as many of the products we sell are handmade by artisans using natural ingredients, they may vary from batch to batch and products may not look exactly as photographed. Furthermore, all photographic props such as glasses, plates and crockery, cutlery and utensils are not included unless otherwise itemised in the product description.

Returning a gift

If you are the recipient of one of our hampers or gift boxes, and you have a gift receipt or despatch note, you can return your gift and we’ll refund you for an online credit. You also have the option to exchange products if you prefer. Do be aware that we will deduct the cost of collecting the products (and sending new products) from your refund or replacement.

Please note that if you return products which are outside our returns policy or if you don’t have proof of purchase, we’re unable to process a refund, so please ensure you have a receipt, despatch note or order confirmation.

False claims

If you arrange for us to collect products from you or your recipient and it turns out that the products are not considered to be incorrect, damaged or defective, we will deduct the cost of collecting the products from your refund or replacement.

The cost of collecting and returning the products will be equal to its original, published delivery cost, including any applicable ‘out of area’ surcharges. This will exclude any special offers or discounts which have been applied to the delivery charge at the time of purchase.

Issuing refunds

When issuing a refund, the way you originally paid will determine how we refund you. If you paid by credit or debit card, we’ll refund the same card originally used to place and pay for the order. If you paid using PayPal we can refund your PayPal account straight away. If you purchased online with a gift card or voucher, we will refund the amount owed to you with an online credit.

Please see individual product pages for any additional details. Your statutory rights will not be affected.