1 Placing an Order
When you place an order or subscription requests with Crates Local, either by telephone, email to info@crateslocal.co.uk or via the website www.crateslocal.co.uk you are deemed to have read and understood the following terms and conditions.
1.1 Cancelling your order.
Orders or subscription request can be cancelled 72hrs prior to the specified delivery date by emailing info@crateslocal.co.uk, stating your order number and reason for cancelling. Please note, once orders or subscription requests have been dispatched, we cannot cancel it due to the perishable nature of the product. We cannot cancel orders, subscription requests during peak events. Which can be processed four days prior to despatch. Once we have received your cancellation request, we will confirm this cancellation via email. We may have to cancel your order or reschedule the order if it is placed for next day and some items are out of stock.
1.2 Changes to orders or subscription requests.
1.2.1
We can make a change to an order with a minimum of 72 hours’ notice and before dispatch; once an order or subscription request has been dispatched; we cannot amend the order. For all changes, please call the store or email your request stating your order number clearly. Due to the nature of the products refund can only be offered for faulty produce.
1.3 Alcoholic gifts
1.3.1
Under the Licensing Act of 1964 (UK) and 1976 (Scotland) it is an offence for any person under 18 years to buy, or attempt to buy, alcoholic liquor. It is an offence under Sections 32 and 33 of the Intoxicating Liquor Act 1988 (Ireland) for any person under 18 to buy, or attempt to buy, intoxicating liquor. It is an offence under Licensing (Northern Ireland) Order 1990 for any person under 18 to buy, or attempt to buy, intoxicating liquor.
1.3.2
All Alcoholic gifts are distributed to permitted areas of the United Kingdom via a licensed third party. For all licensing and supplier information please contact us.
2 Refunds
Due to the perishable nature of some items in deliveries any complaints and refunds will be dealt with on a case-by-case basis. This does not affect your statutory rights.
2.1.2
It is the customers responsibility to inform the recipient of the delivery of a gift item. All deliveries are sent tracked and signed for; due to the perishable nature of some products we are not responsible if no one is there to receive the delivery. If the delivery fails, we will endeavour to redeliver if goods are returned. If, following a second delivery attempt, we are still unable to deliver to the recipient, through no fault of our own; we are regrettably unable to offer a refund. Any remedy will be discretionary.
2.1.3
If we cannot make contact with the recipient or the customer, through no fault of our own or the customer does not contact us, we cannot be held responsible for non-delivery if we have tried all possible methods to fulfil the order and regrettably a refund/replacement cannot be given. Any remedy will be discretionary. This does not affect your statutory rights.
2.1.4
Crates Local are not responsible for any order where the recipient refuses to accept the item. Crates Local will not issue refunds to any customer where the recipient, for whatever reason, will not accept the item.
2.1.5
If any delivered goods are damaged/defective and we require the item back we will bear all delivery/collection costs. This does not affect your statutory rights.
2.2
Vouchers:
Any voucher issued by Crates Local will bear no monetary value and may be subject to change. Vouchers may be revoked or altered at any time at the company’s discretion. For the use of vouchers only, there is a minimum order value of £10.00. Vouchers used for purchases below this value will be accepted but no change will be returned. There is a limit of 2 voucher redemption per order. All vouchers will have an expiration date. Check the voucher for further details as expired vouchers may not be honoured.
2.3 Small Errors
In the event of small errors in the order or subscription request such as the wrong message card we do not offer a full refund as the recipient has received the hamper which is the value of the order.
We believe in being fair and reasonable in circumstances like this and our staff will always request to call the recipient to apologise and read out the intended message. These rare human errors can happen. We may also offer a voucher as a further form of an apology to the customer.
Deliveries
Delivery to the UK ONLY.
4.1
We cannot guarantee a delivery date as delivery is executed via a third party, but will endeavour to deliver on your desired date as all orders, except for hand delivered products, are dispatched the day before the intended delivery day using a 24 hour delivery service the day before your chosen date. In the event a delivery is not made on the specified date we cannot offer a refund. Delivery days are 7 days a week with except for Bank holidays. Any orders made for delivery on a bank holiday may be delivered the next working day unless otherwise stated. Next day deliveries are delivered via Royal Mail, or by us direct. Hamper and larger gift deliveries may take an extra working day in transit.
4.1.1
By making a purchase from Crates Local, you are not entering into any contract that guarantees a specific time between times stated. At peak times we reserve the right to extend delivery times. During peak periods, if we miss the specified delivery date but still deliver the order you will not be entitled to a full refund. Any remedy will be discretionary. This does not affect your statutory rights.
4.2
We will always attempt to deliver your order to the address that was entered on the order page. It is vital that a complete address in provided such as a flat number, post code, unit, room number, street address and town. For hard-to-reach areas please contact us and provide us with additional information. We cannot deliver to PO boxes, army bases or airport terminals.
4.2.2
Cut of times for deliveries are 3pm Monday to Saturday. Orders placed after this time may not be sent out for next day or same day delivery but will be rescheduled for the next working day. For cancellation, please refer back to 1.1.
4.2.3
Please note that in some circumstances courier delivered products to Northern Ireland, Scotland, Islands and harder reach areas may take an additional working day in transit.
4.3
After you have placed your order you will receive an email confirming the order details package in full. It is important that you check that these details are correct as amendments may not be accepted after this time. We advise that you check your junk box for emails in case our mail appears there. If you do not receive this email, you should contact us.
4.4
We are not liable for delivery failure where incomplete or incorrect shipping details have been provided, this includes incorrect post codes. The responsibility is on the customer to check that the information is correct. Failed delivery due to customer error where the item is then returned to Crates Local, the customer will be responsible for any postage charge.
4.5 Hospital Deliveries
When placing an order or subscription request for a patient or member of staff at a hospital, it is important to check prior to purchase that the hospital will accept deliveries. It is important to provide us with an up to date ward number for a particular patient as not all hospitals permit deliveries. We are not liable for instances where a delivery is refused for a hospital order. Any remedy sought will be discretionary.
4.5.1
If a order is signed for, either at a house, hospital, hotel or reception, this will be proof that the order has been delivered successfully to your recipient. We deliver aim to deliver by 5.30pm the next working day (or selected date) For non-delivery of your order please contact us for an update.
Customer Care
Our dedicated employees aim to provide you with the best possible customer. experience. They aim to deal with all enquiries quickly and efficiently. Opening hours are 9.00am to 5:00pm Monday to Saturday. Opening hours may vary during peak periods.
5.1 Equal Treatment
Our employees will treat all customers with respect, and they deserve to receive the same. Any email/telephone call received which may be considered offensive or abusive will not receive a reply and we may refer it to the appropriate authorities. We reserve the right to cancel a customer account if we consider the customer is behaving in an inappropriate way. If a member of staff feels threatened or abused, the conversation will be terminated. Help us to help you!
100% Satisfaction Guarantee
Doing all we can to ensure goods are delivered to your recipient. At Crates Local we deliver hampers to every corner of the United Kingdom to delighted recipients and strive to give the best possible service and deliver the best prepared hampers prepared by our team. From time to time things can go wrong and mistakes can happen which is saddening to us and we take it personally if our service hasn’t been anything but plain sailing. We are human after all but we really do try our best to get it right the first time, every time.
6.1
If you are not 100% happy with your hamper buying experience with us please get in touch and let us know, we really do appreciate feedback and are always striving to better our service. You can get in touch via email and we will be very happy to assist you. Whatever the problem maybe, we will strive to make you a happy customer again.
6.1.1
Our 100% satisfaction guarantee only covers the aspects of our business that we have direct control over and does not cover the actions of third parties.
6.1.2
Our 100% satisfaction guarantee is not applicable to issues that are not directly under our control for example if a customer enters an incomplete or incorrect delivery address, if a delivery is refused by the recipient or business/Hospital, if multiple delivery attempts are made unsuccessfully, delays in transit, if we are awaiting missing information from the customer i.e. a missing address line or inaccurate delivery information. Please also note, once hampers or orders have been despatched, we are unable to change or amend order details.
6.1.4
In the unfortunate event of a non-delivery on the delivery date you selected please contact us so that we can review your order.
6.1.5
In the unfortunate event of late delivery (over 3 working days) of the delivery date, Crates Local may send a £10 voucher. Some areas require an additional working day in transit. Such remote areas include the Channel Islands, The Isle of Man, Jersey, Shetland Islands, The further reaches of Scotland, Wales, The Isle of Skye and other islands around the UK. Deliveries may be early during peak events to ensure delivery of your order.
6.1.6
If your hamper has arrived in a poor state, we will of course send out a replacement hamper. We ask to see a photo to clarify the condition of the hamper. All hampers are delivered with full care instructions provided.
6.1.7
If for whatever reason we are unable to fulfil your order request we will refund the full amount to you or will redeliver the hamper at a later date and upgrade it to a greater value free of charge.
6.1.8
All goods are subject to availability and seasonal availability and are therefore subject to substitution. Orders will be made up with equal or greater value; this applies to our same day range.
7.
If for whatever reason we deliver the wrong hamper for the occasion we will send out the correct hamper to your recipient. This excludes goods included that have been replaced due to seasonal availability.
7.1
We ask be notified within 48 hours of any issue with your order. Free items are a guarantee – you must notify us within 48 hours if your item is absent and we will send the free item out at the earliest available time. All compensation for problematic orders will be in the form of a full or partial refund against the original amount. Our opening hours are Mon-Sat 9am to 5pm. Correspondence will be handled within this time frame.
8 Fraud
If we believe any order to be fraudulent we reserve the right to cancel and refund that order.
9
Our cut off times are 3pm for Next Day* (*exceptions) for UK next day delivered products Monday to Saturday (Mon to Sat deliveries via
Royal Mail Tracked 24, DPD Next Day).
Orders received on Sunday will be delivered the following Tuesday. If for some reason an order is not despatched in time and may be sent the next day. If we do not receive a response, we will deliver the order on the next working day. Next day delivery is not guaranteed as they are fulfilled by a third party courier.
11.4
We reserve the right to cancel any Personalised card should we have reason to believe that by doing so would cause harm in any way to the recipient. We reserve the right to cancel a Personalised card order if we believe the order to be fraudulent.
11.5
We do not own the rights to artwork advertised on our personalised cards. Royalties are paid to the artist. If you believe your artwork is being infringed, please contact us.
11.6
Should you need to report a problem with your card we ask that it is reported within 2 days of delivery so that we have the best chance of resolving the issue. We will aim to respond within 2 days and resolved within 28 days.
11.7
The above does not affect your statutory rights.
For all ordering queries speak to one of our advisors (Mon to Fri 9am-5pm) through email info@crateslocal.co.uk
Company registration: 04596896
VAT Registration: 153985671
UK
