SHIPPING & RETURNS
DELIVERIES
By placing an order on Metalhead Hampers you acknowledge that you have read,understood and agreed to be bound by all the terms and conditions as listed within thisagreement. These terms and conditions may be changed or amended and/or updated at any time.
DELIVERY TIMES
We aim to ship your hamper within 2-3 days of placing your order. You should expect to receive your delivery within 5-12 business days for all Australian deliveries. Orders placed on Saturdays, Sundays or Public Holidays are usually shipped within the following 3 working days. (Working days exclude Saturdays, Sundays and Public Holidays).
Following dispatch, you will receive an email with a tracking number. If you don’t receive an email with tracking details please contact us at hello@metalheadhampers.com.au for further assistance.
In the highly unlikely event that your delivery is not received, please contact us as soon as possible so we can investigate your order.
Metalhead Hampers use Australia Post for delivery of orders of Metalhead Hampers by the selected date requested. However, this is not always possible due to unforeseen circumstances that are beyond our control. You agree when placing an order that if a delivery is in transit and a late delivery occurs this does not entitle you to cancel an order.
In the event you have provided us a wrong address we are more than willing to redeliver/redirect your order with an additional $15.00 delivery charge. If the recipient is not at the delivery address that you have given, the couriers will do their best to leave the parcel/gift providing it is safe to do so (Courier discretion) or your order/parcel will be taken to the local Australian Post Office.
holiday deliveries
Demand upon our resources during holiday periods is very high and we are unable to offer timed deliveries of any kind during certain periods.
Holiday Delivery requests are all accepted and delivered, but must be ordered by a certain date/time to guarantee delivery for the requested day. If orders are placed before the cut off date/time, orders will be delivered as requested.
Substitution policy
Even though the utmost care is taken to make sure that what you order at metalheadhampers.com.au, if specific product components become temporarily unavailable, other components of greater or equal value may be substituted to facilitate delivery of your order on time. In the case where a specific product is unavailable within the given time frame of delivery, substitutions may be made for products of the same or greater value. Different products may be used if the overall effect of the hamper is maintained. In the event that the substitution constitutes a major departure from the content or style of the advertised product, we will make every effort to reach you by phone and email to seek your approval before proceeding. All substitutions will be made with appropriate products to the same value or greater than the original order.
PHOTOGRAPHY
Please note that for photographic purposes some gift boxes may have been featured with additional props, e.g. wine glasses to display wine. Please refer to the list of contents on the product page to review full gift box contents.
cancellations
If you choose to cancel or alter your order once it has been placed we are more than happy to offer a full refund back to your credit card (less a $15.00 administration charge). We are unable to offer a refund on the day of dispatch as the gifts will already be on the way.
Refund policy
If you would like to cancel your order or change the details, please get in touch with us immediately by emailing hello@metalheadhampers.com.au. If the order has not been dispatched we are more than happy to assist with your request. Unfortunately, once the order has been dispatched, we will not be able to change any details or cancel the order.
ERRORS WHEN ORDERING
Metalhead Hampers do not accept any responsibility for any errors made when ordering online. This includes the particular Hamper you have selected, delivery and recipient details, personal card messages or any other information provided. We can however, alter any details prior to dispatch if you contact us immediately.
CHANGE OF MIND
We do not offer refunds for hampers that have been delivered as described
and without damage or fault on a change of mind basis.
FAULTY OR INCORRECT
If the hamper or any item within the hamper is faulty, out of date, incorrect or broken, please advise us by emailing within 24 hours of the hamper being delivered. We will require photos to confirm the damage. Once received and can confirm the details we are happy to replace or offer a credit depending on the damage. If a refund or credit is required it will be credited back to the method originally purchased with. If the item is to be returned to us as it is deemed faulty, we will refund you the cost of shipping. We will not be able to provide a refund, replacement or credit if we have been notified after 48 hours.
RETURN TO US
If the recipient isn’t home on the delivery day, or the address given is incorrect and we are not able to leave in a safe place, a re-delivery fee will be charged. We will contact you by phone or email to make further arrangements or the item will be returned to us. (See Delivery Policy)
refund policy
Once the hamper has been given to the courier, we will not be held liable for late delivery outside of our stated delivery commitment. Refunds will not be given for late delivery outside our delivery guidelines. It is the responsibility of the recipient to notify Metalhead Hampers that the item has not been delivered. Once notification has been received we will investigate to ensure the gift is delivered and received.
complaints procedures
All complaints should be made to Metalhead Hampers via our e-mail at hello@metalhampers.com.au We will acknowledge all complaints within 5 working days and investigate the complaint immediately. We will keep you fully informed during the investigation and endeavour to resolve all disputes within a few days. If necessary a full refund or exchange will be offered. If you have any comments on how to we may improve our service please do not hesitate to contact us on our e-mail address above. In the event that you are not totally satisfied that your delivery does not constitute the correct quality or value as compared to the displayed product you ordered from our website, please notify us by email at: hello@metalheadhampers.com.au.
Please be advised that this should be done within 24 hours from receipt of goods, so that Metalhead Hampers can arrange for a return and a credit refund on your purchase. Unfortunately we may be unable to assist with quality related complaints on perishables if they are not made within this specified time period.
Please note: We do not accept responsibility for the theft, loss or damage of the goods once they have been delivered to the address you have provided.