Frequently Asked Questions

Please complete the online enquiry form and we will get in touch with you. Please provide as much detail as possible to help us. We normally get back to you within 1 working day. 

No persons under 18 years of age may place an order with us. The Courier can only deliver and gain the signature of someone who is 18 or older. 

We ship to UK mainland addresses only. 

There is a flat rate for hampers of £7.75 

There is a flat rate for cigars of £6.65

We do not charge delivery for an order over a value of £100 

Cigars are delivered via DPD. 

Hampers containing cheese are shipped via DPD.

All other orders are shipped via DHL. 

We ship orders the next working day from receipt of order. 

The expected delivery time is normally 2 days after shipment from our fulfilment location.

Not yet but in the near future you will be able to order to multiple addresses and checkout in one transaction. Please use our contact form and we can process manually.

You can choose your preferred delivery date during checkout. We don’t charge extra for the named day service. However please note this is not a guaranteed service and delays can occasionally occur beyond our control.

Deliveries are made by our trusted carriers. 

Our couriers include DHL and DPD.

Deliveries are normally made Monday to Saturday, excluding national and bank holidays. Both our courier services DPD and DHL use a One hour Predict notification – providing a precise 1-hour delivery window via email or text by 9am on delivery day. 

Delivery will be prepared and despatched from Aimee’s WINE HOUSE Ltd headquarters in Backwell to reach the recipient on the day requested. Occasionally, the delivery may be made on the day before or the day after and, whilst we do everything we can to prevent this, conditions outside of our control could result in the delivery date may be missed.

On the morning your gift is dispatched, you will receive a tracking email / SMS from the courier. 

This email will contain a “SHOW MY OPTIONS” button and clicking on this will display a number of ‘in-flight’ options including:

·       Leave parcel with a neighbour (you can choose “any neighbour” or specify a preferred neighbour if required

·       Leave in a safe place (e.g. in porch, behind side gate etc)

·       Take the parcel to a local Pickup Shop for collection

·       Change delivery date

·       You can also upgrade delivery to a Saturday / Sunday service for a small fee.

Please check your junk / spam folders as these notification emails can sometime get caught there. Emails will come from yourdelivery@dpd.co.uk and yourorder@dpd.com so please do add them to your safe list to ensure they arrive OK.

All deliveries require a signature, so where possible please choose an address where someone can sign for the parcel. If the recipient is not home the driver will leave a calling card and either:-

·       Leave the parcel with a neighbour.

·       Attempt redelivery the next working day.

·       Leave in a safe place / pickup shop (see “Order Tracking”)

To help with delivery, if you’re able to provide the mobile number of the person the hamper is being delivered to, this would really help – especially with enabling delivery notifications and addressing any delivery issues that may arise. Sometimes delivery drivers can get lost, especially in the case of new build areas and remote locations where the postcode may not lead them to the right spot for the delivery premises. It happens.

We truly believe that the success rate of a first-time delivery is greatly increased when the delivery driver has a number he can call as and when he needs to; and this is only usually ever at the last minute, so wouldn’t necessarily spoil the surprise.

If you made a mistake when placing your order or wish to cancel there may be an opportunity to amend the order up to two working days before the requested delivery date. After this we may have already dispatched your gift.

For Christmas orders with delivery dates in December we will require a longer notice period of up to 10 working days.

If we receive notice of your cancellation later than the above, it may be too late to halt the delivery. 

Contact us (enquiry form) with your order number and the amendment you need, so we may be able to assist you. 

We understand that sometimes the gift purchased for whatever reason is not right, so if you are not happy with the product received and would like to return the item, you can do so within 14 days of delivery, either for a refund or replacement, providing the hamper is unopened and in the original condition. If the hamper contains perishable items or fresh products like cheese, unfortunately this cannot be returned. 

To return an item, contact us for details. 

If you have received your hamper and it is damaged or something is missing, please contact us. 

We will ask you for your order number and to arrange sending us a photo Image of the damages. 

Your order confirmation email is usually sufficient for tax purposes. However, if you require a VAT receipt, this will become available for you to request from us once your order has been delivered.

We always endeavour to provide the best, high-quality products within our hampers. However, from time to time, due to stock issues, we may have to substitute some of our items.  We will always substitute items of equal or greater value.

Just get in touch. We will keep this FAQ list up to date in case your question is one others have asked us.