Return & Refunds
Cancellation Policy
If you cancel the order anytime before we have processed it, you will be refunded within 2-3 business days. We are unable to cancel an order if it has been processed.
Please call our friendly staff on 0413 808 397 or email at info@sydneycityhampers.com to discuss further.
Return & Refunds Policy
All refunds for orders placed via our website will be made via the original payment method used. For corporate orders that were invoiced, we will require bank details. Please contact us for further information.
Cancellations or alterations to orders must be made prior to commencing production (normally 1-3 working days prior to the requested delivery date, depending on delivery method, but during the busy periods such as Christmas time, this timeframe may be extended due to high production volumes).
If an order is amended to a hamper of lower value we will refund the difference in the price of the hamper to the original payment method used.
If you change your mind and no longer want your order, please contact us immediately as we are unable to make any edits once your order has been processed. Please note that our standard business hours are 9am-5pm AEST Monday-Friday, and so any amendments or cancellations sent outside of those business hours will be actioned as soon as possible during business hours. We may at our discretion add additional hours during busy periods in selected teams.
If items are delivered to a Post Office or similar and are not collected in the required timeframe (normally around 2 weeks, resulting in them being returned to us), we will get in touch to advise you of this. Under these circumstances we will offer a credit for the value of the hamper off a future order, or a replacement hamper to be sent free of charge. We are not able to refund hampers that are returned to us due to the perishable nature of the items and that they will have been within Australia Post’s network for at least two weeks.
Please note whilst we will do our best to ensure delivery is made in a timely manner, we will not provide compensation for deliveries not made on the expected date, or for any deliveries taken to a Post Office or similar collection location.
If the courier’s tracking states that an item has been delivered but the recipient is claiming non-receipt, we will investigate with the couriers and on the results of the investigation suggest an appropriate resolution. Please note this process of investigation may take several days.
In the event of a redirection request, if this is unsuccessful we will refund the redirection fee. We are unable to refund or compensate any additional amount under these circumstances.
In the unlikely event you are unhappy with your purchase with Sydney City Hampers all we ask is the parcel is returned in the same condition it was received and we will refund you for the hamper.
Sydney City Hampers will only refund for items not received. If an item has been delivered to an incorrect location we will do our utmost to rectify this at our own cost.
At Sydney City Hampers, we pride ourselves on the quality of not only the products itself but also customer satisfaction. If you receive a gift that has been damaged, faulty, or the item is incorrect, please contact our team within 14 business days on 0413 808 397 or info@sydneycityhampers.com with photos of the damage, quoting your order or tracking reference.
If a customer has received a damaged, faulty or incorrect item, we allow them the choice of a credit or a replacement, as long as we still have the same Hamper in stock.
If we run out of stock of any item within the hampers, we will replace it without notice for a similar item of equal or greater value. We will not provide any compensation (refund or credit) for swapped ingredients.
Shipping Damage Refund Policy
Sydney City Hampers take the upmost care to ensure your package is received in perfect condition and is exactly what you ordered.
In the rare situation a consignment has been damaged in transit Sydney City Hampers will gladly replace the damaged item, upon receipt of photos of the damage or notification from our couriers of the damage.
If we no longer have this item in stock we will send an agreed alternative of equal or greater value.