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Frequently asked questions

If you have a question about anything on Waitrose Gifts, take a look through some of our most frequently asked questions.


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Can hampers be delivered abroad?

Unfortunately, we do not deliver to the Republic of Ireland, the Channel Islands or send products outside the UK, including BFPO addresses.


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Can I place multiple orders within one order?

Yes you are - one of the benefits of ordering with Waitrose Gifts is being able to order as many gifts as you like and making each order unique. Perfect for occasions when you need to send gifts to more than one person, such as Christmas or for sending corporate gifts, you can select individual delivery dates as well as specify different delivery addresses and write personal messages for each one, too.


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How are hampers and gifts presented?

All our hampers and gifts are carefully hand-packed and displayed in a hamper or basket, which can be used time and time again, or in a decorative gift box. To ensure they’re received in perfect condition, any fragile items such as bottles of wine and glass jars are protected in individual bubble-wrap sleeves. They’re also packaged in a special way so heaver items are placed towards the bottom of the hamper, protecting lighter items such as chocolates, biscuits and snacks. Hampers and gifts from our range of selected brands, are packaged and displayed in branded gift boxes or hampers. All hampers and gifts are then packaged in a protective outer box labelled for delivery.


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How do I know what’s included in the hamper or gift?

The ‘What’s in the hamper’ section on the product page lists out every product included, plus any non-food items such as crockery or cutlery. All other accessories shown in the image are for display purposes only and aren’t included.


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Can I create my own hamper and fill it with items I choose?

Unfortunately, we're unable to offer a service where you can create your own hamper, and we're unable to accommodate requests for changes to any gifts.


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What if my chosen hamper or gift is no longer available?

We always endeavour to deliver what you order but on rare occasions out of our control, such as a delayed shipment of goods into our supplier, we may have to substitute items within hampers and gifts with those of equal or greater value. If the nature of the issue is such that we’re unable to dispatch your order, we will contact you to let you know and offer a suitable replacement or refund.


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What are ‘Fresh’ hampers and why do they need refrigerating once delivered?

’Fresh’ hampers are hampers or gifts which contain items which require refrigeration upon delivery, such as cheese, meats and salmon. As we arrange special delivery of these items, we only offer delivery on selected days close to Christmas. It’s important fresh items are refrigerated straight away once delivered, so please someone will be available to take delivery on the requested date.


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How long will the contents be suitable for eating?

Hampers and gifts contain items suitable for eating for quite some time after they’ve been delivered. If a hamper or gift is reduced in price because the Best Before End date is near, we will always specify what this is on the product page. The stated Best Before End date will always refer to the product with the earliest date and isn’t necessarily indicative of every item within the hamper or gift.


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Can I pay with John Lewis and Waitrose gift vouchers and gift cards?

John Lewis and Waitrose gift vouchers can be exchanged for goods in all John Lewis and Waitrose shops, and can also be used to purchase goods online or over the telephone from John Lewis Direct, Waitrose Cellar, Waitrose Florist, Waitrose Gifts, Waitrose Garden and Waitrose Pet. They can also be used to purchase groceries online from the Waitrose groceries website.


Unfortunately, John Lewis Partnership gift cards cannot be redeemed on Waitrose Cellar, Waitrose Florist, Waitrose Gifts, Waitrose Garden and Waitrose Pet - you can use them to purchase goods online or over the telephone from John Lewis and Waitrose.


Gift vouchers may not be exchanged for cash. If the goods purchased online total less than the value of the gift voucher(s), we are unable to hold any balance as a credit for you with Waitrose Gifts.


Gift vouchers may not be used to discharge indebtedness on any account or credit card issued by John Lewis plc, Waitrose Ltd, or John Lewis Financial Services, nor may they be used for the purchase either directly or indirectly of any financial product or service, including John Lewis & Waitrose gift vouchers. When redeeming gift vouchers online or over the telephone you will be required to give the serial number of the voucher, and the online security code which is revealed by scratching off the holographic panel. A maximum of ten vouchers can be used per transaction.


Once the panel has been scratched off, the gift voucher cannot be redeemed in any of our shops. If the security code has already been used for shopping online or over the telephone the voucher will be void. If your gift vouchers become accidentally damaged, please contactCustomer Care team by emailing waitrosegifts@waitrose.co.uk or by calling 0800 188 881 between:


8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday


Gift vouchers are void if the perforated tear-off area has been removed. If you have to return goods you have purchased online using gift vouchers, then in most instances we will send you gift vouchers in the post to replace them. Products bought online from Waitrose Gifts cannot be returned to Waitrose or John Lewis branches. This does not affect your statutory rights.


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Can I pay with John Lewis and Waitrose gift vouchers and gift cards?

John Lewis and Waitrose gift vouchers can be exchanged for goods in all John Lewis and Waitrose shops, and can also be used to purchase goods online or over the telephone from John Lewis, Waitrose, Waitrose Cellar, Waitrose Florist, Waitrose Gifts, Waitrose Garden and Waitrose Pet. They can also be used to purchase groceries online from the Waitrose groceries website.


Unfortunately, John Lewis Partnership gift cards cannot be redeemed on Waitrose Cellar, Waitrose Florist, Waitrose Gifts, Waitrose Garden and Waitrose Pet - you can use them to purchase goods online or over the telephone from John Lewis and Waitrose.


Gift vouchers may not be exchanged for cash. If the goods purchased online total less than the value of the gift voucher(s), we are unable to hold any balance as a credit for you with Waitrose Gifts.


Gift vouchers may not be used to discharge indebtedness on any account or credit card issued by John Lewis plc, Waitrose Ltd, or John Lewis Financial Services, nor may they be used for the purchase either directly or indirectly of any financial product or service, including John Lewis & Waitrose gift vouchers. When redeeming gift vouchers online or over the telephone you will be required to give the serial number of the voucher, and the online security code which is revealed by scratching off the holographic panel. A maximum of ten vouchers can be used per transaction.


Once the panel has been scratched off, the gift voucher cannot be redeemed in any of our shops. If the security code has already been used for shopping online or over the telephone the voucher will be void. If your gift vouchers become accidentally damaged, please contact Customer Care team by emailing waitrosegifts@waitrose.co.uk or by calling 0800 188 881 between:


8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday


Gift vouchers are void if the perforated tear-off area has been removed. If you have to return goods you have purchased online using gift vouchers, then in most instances we will send you gift vouchers in the post to replace them. Products bought online from Waitrose Gifts cannot be returned to Waitrose or John Lewis branches. This does not affect your statutory rights.


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Need further help?

If you need further help, you can contact our Customer Care team by emailing waitrosegifts@waitrose.co.uk or by calling 0800 188 881 between:


8am and 10pm Monday to Friday
8am to 9pm Saturday
9am to 7pm Sunday


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