Please Note: There may be times when some products in our hampers are substituted for products of the same or higher value, this can be due to seasonal variations.
Check the address that you have entered, and make sure the order confirmation email you will receive
is checked too. This ensures it will go to the correct address.
If you are ordering from a business and using an address of an employee, please ensure it is still
a valid address, remember that employees move and forget to update their workplace.
You must provide the recipient’s mobile number in the delivery information on our checkout. This is
important for some couriers (not all couriers use personal mobiles when delivering) and important
for us in customer service.
If you have ordered a gift for delivery interstate for a special occasion, we can’t guarantee the
parcel will arrive exactly on that day or occasion. We use great courier services but with anything
in life, it may not arrive as expected.
Once your order has been shipped, you will receive an email confirmation. This email will include a
live
tracking link for you to access at any time.
Orders for all hampers received by 4pm on a weekday are shipped the following business morning. This
applies to all hampers sent with Standard Shipping. If you have ordered a gift for delivery interstate for a special occasion,
we can’t guarantee the parcel will arrive exactly on that day or occasion. We use great courier services but with anything in life, it may not arrive as expected.
Our hampers are shipped every weekday morning and may take 2-8 business days to arrive and possibly
longer in busy periods, public holidays and for more remote areas but we do our absolute best to get them delivered asap.
We do not ship on weekends or public holidays. If deliveries are required next business day in our
local Ballarat area, please contact us to check if this is possible. If you have ordered a gift for delivery interstate for a special occasion,
we can’t guarantee the parcel will arrive exactly on that day or occasion. We use great courier services but with anything in life, it may not arrive as expected.
No, Australia only.
The Authority to Leave. As part of this service, the courier will leave the parcel in a safe place at
the
delivery address if available. If unable to leave in a safe place, the parcel will be directed to the
nearest Parcel Connect agent or back to the local depot. A card will be left notifying the receiver to
collect the hamper at a time that suits them.
The Sweet Owl Hampers have FREE standard shipping Australia wide. We do not offer Express Post.
The gift hamper may be delivered, and potentially kept by the receiver at the wrong address. If this
happens
there is nothing we can do as we don’t know who has the gift, no refund is available.
The gift hamper may be delivered, and the receiver may contact us to inform us they have it. Most
of the time
this would be someone close to the original address and they may be able to hand-deliver it.
If the gift hamper is not delivered, the courier company will contact us, and the hamper will be
returned to The Sweet Owl Hampers. If you
would like the hamper to be re-delivered, we can have it re-directed to a new address. Please note:
an
additional cost may apply.
If the hamper is not returned to us, we will assume it has been delivered and no refund is
available.
Most hospitals have specific guidelines regarding the delivery of gifts to patients and staff, with
some even unable to accept direct deliveries. Should you choose to send a delivery to a hospital
however, here are some helpful tips:
- Contact the specific hospital in advance to find out how their deliveries are received. For example: deliver to front entrance on High St; leave with reception in the Bella Wing off Townsend St; etc.
- Provide as much detail as possible about the recipient: bed/room number, ward name/number, full name and street address of hospital.
- Ensure that the name on the delivery address matches the name under which the patient is registered at the hospital.
As we do not manufacture our products, we can’t 100% guarantee the items won’t have traces of gluten
but all the packaged products have their ingredient information listed.
As we do not manufacture our products, we can’t 100% guarantee the items won’t contain traces of nuts
but all the packaged products have their ingredient information listed.
At times hampers may be returned to us for one of the following reasons:
- We were informed there was no response from the recipient to arrange re-delivery;
- A card was left but the recipient did not pick the package up from the post office or collection point;
- The recipient is not known at that address or has moved;
- Address details are incorrect or insufficient;
- Delivery was refused;
- No access to a secure building or safety was in issue to deliver or leave a card;
- The recipient was in a hospital or hotel and has been discharged or checked out; or The courier could not contact the recipient and there was nowhere safe to leave the parcel;
- If a parcel has an incorrect address, or the hamper is not delivered the parcel will be returned to The Sweet Owl Hampers.
- If you would like the hamper to be re-delivered, contact us and we can have it re-directed to a new address.Please note: an additional cost may apply.
The Sweet Owl Hampers do our utmost best to ensure that every recipient is extremely happy with their hamper.
- In the event that your hamper or its contents are incorrect or arrive damaged or faulty, please contact us during business hours Monday to Friday, 9am to 5pm on 03 5338 1034. Office not open on Public Holidays. Or try our Contact Us page.
- We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you would like to resolve the issue, at our discretion*.
- Reasonable damage in transit to packaging is expected and is not eligible for a refund or exchange.
- We will require proof of the damaged items such as photos so that we can understand the extent of the damage or issues with the product.
- We will not be able to replace, exchange or issue a credit or refund for any product that has arrived at the destination for more than 7 days.
- Please note that refunds will be processed back to the original method of payment.
* Damaged or faulty products are assessed on an individual basis, hence the importance of sending photos as proof. Depending on the extent of the damage, we may opt to replace, refund or credit a part of the hamper only. For example, if an item within a hamper has damaged packaging, we may only provide a resolution for that specific item.
- You can choose a custom card value of either $100, $150, $200
- Our eGift Cards are valid for 6 months from date of purchase and are only redeemable online at thesweetowlhampers.com.au and are nonrefundable.
- They cannot be redeemed for cash.
