Frequently Asked Questions

 

Can I order a custom hamper?

We've spent the last decade developing a range of exquisite hampers to suit all recipients, occasions and price points.

Each of our hampers is filled with products hand-chosen by our experienced team to ensure the highest of quality. With such a wide range of hampers to choose from, we're unable to provide individual custom hampers at this stage.

To ensure our hampers always arrive in perfect condition, all products and hamper collections also undergo multiple testing phases from the warehouse to delivery, this way we know you're recipient will receive the highest quality products that look amazing on arrival.

 

Do your hampers cater to dietary requirements?

Our extensive range of hampers and gifts offers many options that do not include food items.

While our food hampers do not currently cater to specific dietary requirements such as vegan, gluten free, nut free, kosher etc, we know your recipient will love our non-food gifts just the same.

 

Can I choose which size robe is included in my hamper?

To create the best gifting experience possible, all luxury plush robes come in one size fits most.

Whether the luxury robe is part of a hamper or gift pack for him or her, it will be a one size fits most.  This means that our beautifully created gift packs and gift hampers are suitable for the widest range of recipients possible.

Gifts Australia luxury plush robes offer a tie up waist, making them adjustable and able to fit a wide range of sizes.

 

Can I choose which size clothing is included in my baby hamper?

Our hampers aim to provide sizing that is suitable for a majority of newborn babies. This approach ensures that our hampers are suitable for most newborn babies allowing us to create a range of great hampers that new parents will love.

While sizes are subject to change, and will vary from hamper to hamper, the size that we currently have available will be listed in the hamper contents. You will always know the sizing before you place your order.

 

Can I cancel or return a personalised item?

As our customised gifts are created to your specifications, once your personalised item has been custom made by our team, we are unable to accept any changes, cancellations or returns of this item.

Please note that as a natural material, leather will have variations in colour, creases and imperfections, making your item unique. These imperfections can include marks or nicks to which the leather can be susceptible during packing, transit and unwrapping. Over time you may see creasing or colour changes, all of which are natural features of leather.

 

What can be monogrammed on my leather gift?

All of our personalised leather gifts offer monograms of up to 4 letters.

All monogramming is done in capital letters. Monogramming only includes letters. At this stage we are not able to offer numbers or symbols to be monogrammed.

 

How will my recipient receive their voucher?

All experience vouchers and Gifts Australia gift vouchers are sent electronically to your recipients e-mail instantly at the time of purchase. There is an option for this instant voucher to be sent at a later date of your choosing if that is what you would prefer.

At Check Out you will be asked to:

  • Fill in your recipient's email address
  • Write an optional message to your recipient
  • Choose delivery to be made immediately or at a later date and time.

Alternatively you can enter in your own email address, print the gift voucher and give personally face-to-face (the old fashioned way).

Please note that although you may be asked to fill in delivery details, this voucher will not be physically mailed to the recipient. If you are purchasing an instant voucher along with other physical gifts, the gifts will be shipped and the voucher will be sent via e-mail. 

 

Can I exchange or refund my experience voucher?

Please choose carefully when selecting an experience as a gift as we are unable to exchange or refund if there is a change of mind or the recipient is unable to participate in that experience.

It is at the experience vendor's discretion as to whether or not they are willing to exchange the purchased experience for another within their range - please contact the vendor directly to find out the options available to you (vendor contact information is on the emailed voucher).

If for any reason the vendor is no longer in business or running the experience, please contact our Customer Service Team to discuss your options.

 

How long do I have to redeem my experience voucher?

Gifts Australia Experience vouchers are valid for 3 years from the purchase date. The exact expiration date can be found on the bottom of the voucher, and experiences can be redeemed within this time with the following information to be kept in mind:
 
Our experiences are operated via third-party vendors. Please keep in mind that occasionally their experience prices do change.
  • The availability of the experience at the price paid is guaranteed for 1 year post-purchase.
  • If beyond 1 year the experience price has increased, the difference will need to be paid directly to the vendor upon booking.
  • If beyond 1 year the experience is no longer available, the value of the experience can be used as Gifts Australia credit.
Please note that this policy has recently been updated and experience vouchers purchased prior to 22nd January 2018 are valid for 1 year. 
 
 

When does my Gifts Australia gift voucher expire?

Gifts Australia gift vouchers are valid for 3 years from the date of purchase. The bottom of the gift voucher will show the exact expiry date.

Please note that this policy has recently been updated so any Gifts Australia gifts vouchers purchased prior to 18th December 2017 are valid for 1 year.
 
 

How do I use my Rawson Homes voucher?

If you have received a $200 Gifts Australia Voucher from Rawson Homes, this will need to be used at the check out.

Once you have added your desired items to your cart and are ready to check out, your voucher code will need to be entered in the Discount area. On the right hand side of the checkout, select Add Discount.

Enter the code exactly as it has been given to you, including all symbols and capitols letters (for eg. GA-1234-5678). This will deduct $200.00 from the total of your order.

Please note that vouchers are valid for one time use only, so please ensure you are using the total of the voucher in your order. Any remaining amount will not be able to be used on a future order.

 

How can I sell my products on Gifts Australia?

We are always on the look out for new and exciting gifts to add to our range. If you are interested in having your products sold in our store, please email our buying team directly at buyer@thesolgroup.com.au.

Our buyers will be in touch with you should they want to request a sample or require more information. Please be aware that we have a large amount of incoming enquiries of this nature, so a response from our buying team is not always guaranteed.

 

How can I place an order?

Our easy-to-use and secure online ordering system is the easiest and fastest way to place an order with Gifts Australia. Using our online store ensures you can check that all of the details you are entering are correct, as well as easily browse our entire range.

Alternatively, you can place your order over the phone by contacting our Customer Service Team.

 

Can I place an order from outside Australia?

Absolutely! You do not need to live in Australia to place an order with us. 

Please note that we are only able to deliver to Addresses within Australia.

 

Are you able to add a gift card and message to my order?

Absolutely!

Once you have added at least one item to your cart and proceeded to check out, you will be prompted to select a card and add a card message for each item on your order.

We offer you a choice of our free deluxe gold embossed gift card, or for something extra special we offer a selection of premium gift card choices.

There is a character limit of 500 characters per card and cards will be printed exactly as typed.

Remember to say who it's from!

 

Can you gift wrap my items?

We love gift wrapping!

All gifts come with our beautiful FREE Standard Packaging, however you will also be offered a gift wrapping option during checkout for each of your items.

Gift wrapping costs $1.95 per gift, and a selection of ribbon colours is available for your choice.

We wrap all gifts individually in our deluxe gold embossed wrapping paper, complete with a ribbon and bow. At this time we are unable to wrap your items together, but that just means more fun for the person opening your gifts!

 

How do I know my order has been placed?

Once you have selected Confirm & Process Order at our online checkout, your payment will be processed and your order will be placed. If your order has been placed successfully, the checkout page will refresh to show your order number and allow you to print a receipt.

A confirmation email will be sent to the email address you provided when placing your order. This email will also contain your order invoice.

If you are not sure if your order was confirmed, and do not have a confirmation email from us, please contact our Customer Service Team.

 

Can I amend my order once it has been placed?

If your order is yet to be dispatched from our warehouse we may be able to amend the order for you. Once the order has been dispatched, no amendments can be made. This includes any changes to the delivery address, ordered items, gift card messages, etc.

Please note that during the busy Christmas period (November/December) we will not be able to make any changes to orders once they have been placed on the website, regardless of whether or not they have been dispatched. Please be sure to double check all order and delivery details before completing your order.

 

How can I cancel my order?

If your order is yet to be dispatched from our warehouse,  please contact our Customer Service Team who can cancel your order and issue a refund.  If your order has already been dispatched, we will not be able to cancel the order.

Please note that if your order contains personalised items that have already been monogrammed, we will not be able to cancel your order.

 

Which payment methods do you accept?

We're here to make your gift shopping as convenient as possible, which is why we offer a range of payment options for an easy, seamless gift purchase.

Payment for orders can be made with Visa, MasterCard, PayPal, AfterPay or zipPay.

 

Will my order be processed in AUD?

All orders are processed and paid for in Australian Dollars (AUD). 

Our website does allow for currency selection, although this is just a guide and all payments are processed by our website in Australia Dollars, then converted by your financial institution based on the current exchange rate.

 

Why haven't I been charged 10% GST on my hamper order?

Our hampers contain a mixture of GST and non-GST applicable products. Each hamper has a different GST rate that is determined by the combination of GST and non-GST applicable items within it.

For more information on this from the Australia Taxation Office, please click here.

 

How do I know my credit card details are safe?

Our credit card payment provider E-way offers one of the world's most secure transaction channels.

Our E-commerce checkout offers the following security features:

  • E-Way, our credit card payment gateway records your information in a highly secure 128 bit encrypted environment. This ensures your credit card details are as safe as possible.
  • Internet browsers accessing our site are required to use a minimum of 40-bit SSL (Secure Socket Layer) technology (One of the world's strongest security standards).
  • We use Digital certification ensure authenticity and verify integrity from this website.
  • Credit card details are always encrypted card details when they are sent with your order to our accounts department. As soon as your order is processed, these credit card details are erased from record. This eliminates the risk of your credit card details being captured and used by unauthorized people.
  • Ecommerce functionality programmed and maintained by Mantis Technologies. A sophisticated Australian website developer specializing in internet security and watertight website infrastructure.

The security of your information is our highest priority when processing customer orders. This is why we use the world's most reputable services and best practice standards to ensure that your details are as safe as possible when shopping with Gifts Australia.

 

Do you accept American Express?

No, we do not accept American Express. 

 

My credit card details are being declined. Why?

Credit card errors usually occur when their is a problem related to the credit card provider. This could mean an expired card, insufficient funds or similar issues.

We always suggest contacting your financial provider to ensure there are no issues with your account.

If you have contacted your financial provider to confirm this, and are still experiencing errors, please contact our Customer Service Team.

 

I have a problem with my PayPal account. What do I do?

Please contact Paypal directly for any account or payment processing issues through their platform.

Paypal is an independent payment processor and company. This means we aren't able to offer advice or support related to your PayPal account.

We do however offer alternative payment options to help you complete your payment if you are unable to resolve your issues with PayPal.

 

I am having trouble with my zipPay account. What can I do?

If you are experiencing an issue with your zipPay account, or just have questions about their service, please contact zipPay directly. We are unable to offer any account or technical support for issues you may be experiencing with your zipPay account.

You can contact zipPay here.

 

How long does delivery take?

For an estimate on how long your gifts will take to arrive, enter your delivery postcode into our delivery calculator here.

The amount of time your order takes to arrive to your recipient will depend on where it is travelling to. Please see below for delivery estimates per region, after your order has been dispatched. Your order will be dispatched based on when your order was placed.

Orders placed before 1pm (Sydney time) Monday-Friday will be dispatched on the same day.

Orders placed after 1pm (Sydney time) Monday-Friday, on Saturday/Sunday or on a public holiday, will be dispatched the following business day. 

 

What are the types of delivery that you offer?

The delivery options available to you will depend on the postcode your order is being delivered to.

Once you have entered the delivery postcode at the checkout, the relevant options for that area will appear. Delivery estimates apply once the order has been dispatched from our warehouse.

 
STANDARD DELIVERY - Free
  • Sent via Australia Post
  • Can deliver to PO Boxes and Parcel Lockers
  • Delivery estimates below may increase by 1-2 business days during busy periods such as Christmas
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)
  • Deliveries to some regional areas may be made directly to the nearest post office
 
EXPRESS DELIVERY - From $18.95 
  • Sent via StarTrack, Australia Post Express or StarTrack Courier (depending on your delivery postcode)
  • Next business day delivery to all capital cities and some metro areas if the order is placed before 1pm (Sydney time)
  • Not available to PO Box or Parcel Locker addresses.
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)
  • Deliveries to some regional areas may be made directly to the nearest post office
PREFERRED DATE DELIVERY- $18.95 
  • Delivery on your requested day
  • Only offered to delivery postcodes within capital cities and major metropolitan areas
  • Sent via StarTrack, Australia Post Express (depending on your delivery postcode)
  • Not available to PO Box or Parcel Locker addresses
  • Deliveries are made during business hours Monday to Friday (excluding public holidays)

 

Can I pick up my purchase?

If you are located in the Sydney metropolitan area, you will be able to pick up your purchase from us at Regents Park. Pick Up is a shipping option that is offered at the checkout when Sydney postcodes are entered.

Orders placed before 1pm weekdays will be available for pick up on the same day. We will let you know when it is available for pick up by sending you a dispatch notification.

Pick address is C1/391 Park Rd Regents Park NSW 2143.

 

Will all of my ordered items arrive together?

The arrival time and delivery of each item will depend on the types of products in your order.

  • Gifts - While we try to pack multiple gifts together in one shipping box, sometimes this will not be possible and we will need to use multiple shipping boxes. For example: orders with many items, orders that contain large items.
  • Hampers - Our hampers are delivered as their own individual parcel, meaning that each hamper is sent separately. We are unable to add gifts into hamper boxes.
  • Flowers - When you place an order for flowers, our third party floral network has the flowers sent from the nearest florist to the delivery address. This means when you order flowers, they always arrive fresh. Flowers are always delivered separately from anything else you may have ordered. We will try our best to have them delivered on the same day as the rest of your order, however this can not be guaranteed with Standard & Express Shipping.
  • Experience & Gift Vouchers - Our experience and gift vouchers are sent via email only. If you have ordered a voucher as well as other gifts, the gifts will be shipped to the delivery address and the voucher will be email at the time of purchase.

If your order is being sent in more than one shipping box, it will be classed as a separate delivery item. This means that on the rare occasion, parcels can be separated from each other in transit. In this case, usually the items will arrive within a day of each other.

For more information, please contact our Customer Service Team.

 

Do you ship internationally?

Customs restrictions make it difficult for us to send our hampers and our gifts overseas, so, for this reason, we only offer deliveries within Australia.

We always suggest finding a provider within the destination for overseas gifting, which is usually a much easier option due to shipping charges and customs restrictions that apply to international shipping.

 

Do you offer same day delivery?

We proudly offer same day delivery service to the Sydney metropolitan area. Due to our Sydney warehouse location, we currently only offer same day services within this region.

Enter your delivery postcode into our delivery calculator or at the check out to see if this delivery option is available to you.

Same Day Delivery costs $18.95. 

In order to request a same-day delivery, orders must be placed before 10am AEST, and will be delivered within business hours the same day. We are unable to deliver to Parcel Lockers or PO Boxes for this service, as this service is delivered by a point-to-point courier.

Please ensure that your recipient will be available to accept the parcel, or that there is a safe place for the order to be left on the chance that there is no one available. This may mean sending your order to your recipient's work address if they are not usually home during business hours. Our same day couriers are unable to take any orders to the post office for collection should no one be home to accept the delivery.

 

Can I choose when my order is delivered?

We offer delivery options for delivery as soon as possible, or delivery on a later date. This will take place at step 2 of the checkout. 

By selecting Preferred Date Delivery, you will have access to the calendar to select which date you require delivery on.

Our couriers will deliver your order between business hours, but are unable to guarantee a particular time of delivery. We are unable to request this of our drivers, thus the option is not available at the checkout.

Please note that our calendar will only allow selection of dates that are available for delivery for the particular delivery postcode you have entered. If the particular date you are wanting is not available for selection, our couriers are unable to deliver on this date. This will occur when the cut off for this delivery has passed, it is a weekend, or it is a public holiday.

 

Can you deliver on weekends or after hours?

Our courier drivers offer delivery between business hours Monday-Friday. Deliveries are not available at this stage for weekends or public holidays.

Occasionally during busier periods such as Christmas, deliveries are sometimes made on weekends to residential addresses to keep up with demand. These deliveries cannot be requested, or guaranteed and are at the discretion of the courier network.

 

What if no one is available at the delivery address at the time of delivery?

Once you have selected your shipping method at the checkout, you will be asked if your order requires a signature on delivery.

If a signature is not required and no one is available to receive the delivery, the delivery driver will leave the parcel in a relatively secure location, unattended at the address. Occasionally, the driver may not deem it secure enough to leave the parcel (eg. raining at the time of delivery, parcel visible to the street, etc.).

If a signature is required or the parcel cannot be left at the address, the delivery driver will do one of the following (depending on which delivery method is chosen):

  • Leave a card advising the recipient that the parcel has been taken to the nearest post office for pickup
  • Return the parcel to our warehouse (Hospital deliveriesSame day deliveries, etc  -redelivery fees will apply)

In order to ensure that someone will be present during business hours, and to avoid redelivery fees, it is recommended to send the parcel to a business address. Redelivery fees may apply for any deliveries that need to be reattempted.

Please note that when signature not required has been selected, Gifts Australia and our couriers cannot accept responsibility or liability on the rare occasion that a consignment is lost or stolen after our couriers have recorded the package as 'successfully delivered'.

 

Can I redirect my order to a new address after it has been dispatched?

We are unable to make any changes to the delivery address once your order has been dispatched.

If you have sent your delivery to an incorrect address, please contact our Customer Service Team as we may be able to request to have it redirect directly with the courier, or request to have it returned to sender. These requests are never guaranteed and cause a delay in delivery.

Please note that any items returned to us that require re-delivery will be subject to a re-delivery fee.

 

Where are my items shipped from?

All of our stock is located at our Regents Park location in Sydney. We have office locations in Sydney, Melbourne, and Brisbane, however all of our parcels will depart from our Sydney warehouse.

 

How can I track my order?

You will receive a notification email once your order has been shipped from our warehouse. This email includes a live tracking link to help you see where your order is at each step.

If you would prefer to track your order from our website, you can do this by logging into your customer account and selecting the order number of the order you wish to track.

Once you have clicked on the order number, you will be taken to a new page, on the far right select Track Order. You will be redirected to our courier's live tracking website.

 

My order hasn't arrived yet. What can I do?

Once your order is dispatched from our warehouse, we will send you a shipping notification via email. This email will include a link to the live tracking website for your courier, this live tracking website can be used to see the progress of your delivery.

Please consider the estimated delivery date for your order, along with the delivery window depending on the location of the delivery. If it is prior to the expected delivery date or suggested delivery window, please contact us after this time has passed so we can assist you.

You can also track your order via our website by logging in to your customer account. Once you have logged in you can select the order you wish to track and once you've been directed to the order page, select Track Order on the far right and you'll be re-directed to the courier's website from there.

If you are unable to find updates on the tracking status, or you did not recieve a shipping confirmation, please contact our Customer Service Team.

 

My order has been Returned To Sender by the courier. What happens now?

Occasionally a gift delivery will be returned to our warehouse for one of the following reasons:

  • A card was left but the recipient did not pick the package up from the post office or parcel locker.
  • The recipient is not known at that address or has moved.
  • The address details are incorrect or insufficient.
  • The delivery was refused.
  • There was no access to a secure building or complex to deliver or leave a card.
  • The recipient was in a hospital or hotel and has been discharged or checked out.
  • The courier could not contact the recipient and there was nowhere safe to leave the parcel (Same Day Sydney deliveries)

If this happens, we will inform you via email once your order arrives back at our warehouse. We will offer you the option to have the order reshipped from our warehouse. A re-delivery fee will be applicable to facilitate the delivery of the hamper to the same or an alternative address.

Please note that this process is subject to change at Christmas due to the volume of returns and the nature of the products being sent. 

 

A signature was not required for the delivery, but the courier didn't leave my parcel. Why?

The first priority of our couriers is to ensure that your order is received safely and securely. If no one is home to receive your parcel, and authority to leave has been given, the courier will assess the safety of leaving the parcel unattended at the premises.

If a premises is not deemed secure, the courier will not leave the parcel at the location, they will instead leave a card with details on how to pick the parcel up.

 

How do I return my purchase if I change my mind?

Our 100 Day Returns ensures peace of mind knowing that there are options available to you in case you change your mind or if your recipient would prefer a different gift.

  1. In the rare event that you or your recipient are not happy with the gift, please return the item in the same condition it was received to Attn: Returns, [insert order number here], PO Box 3210 Regents Park NSW 2143
  2. Contact our Customer Service Team to let us know that the gift is on its way back to us and how you would like the return to be processed:
    • Exchange for another item (Shipping charges will apply to send the replacement item)
    • Store credit (Minus the cost of shipping of the original order, including orders for which shipping was free - $10.95 will be deducted)
    • Refund to the original card or PayPal account used (Minus the cost of shipping of the original order, including orders for which shipping was free - $10.95 will be deducted)
  3. We will email you once the item has arrived back with us and the return has been processed.

The return must be received within 100 days of the original date of dispatch.

Please note that if you have changed your mind for an order that has left our warehouse but has not yet been delivered, it will first need to be delivered to the recipient and then returned to us as we are unable to redirect an order once it is already on the road.

100 Day Returns do not apply to hampers and flowers (due to their perishable nature), experiences (as these are fulfilled by a third party vendor) or personalised items (as they are custom made to order)

 

How long do I have to return my order?

Orders for general gift items being returned back to us must arrive back in our warehouse within 100 days of the original date of dispatch.

100 Day Returns do not apply to hampers and flowers (due to their perishable nature), experiences (as these are fulfilled by a third party vendor) or personalised items (as they are custom made to order). 

 

What if I change my mind about my experience voucher?

We are unable to offer refund or exchange on experience vouchers. For this reason, please choose carefully when selecting an experience as a gift.

Our experiences are provided through external experience providers, and exchanging one experience for another offered by the same provider it is at each provider's discretion and cannot be guaranteed.

Vendor contact information is provided on the emailed experience voucher if there are any questions about the purchased experience.

 

My order arrived damaged/faulty. What can I do?

Please contact us as soon as possible in the event that your order has arrived faulty or damaged. Where possible we request that you send through photos of the damage/fault to our Customer Service Team.

We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue. If you require a replacement, please let us know when this will be required by.

We will email you a return label to cover the cost of the shipping in the event that any products are required to be returned to us.

 

I received an incorrect item. What can I do?

We always aim to create the most wonderful gifting experience possible, and we are more than happy to exchange, replace, refund or issue a credit in the event that your gift arrives and it is not the one that you ordered.

Please contact our Customer Service Team as soon as possible, providing as much detail of the missing and received items. If you will require a replacement please let us know when this is required by.

For those times when it is necessary for the product to be returned to us we will email you a return label to cover the cost of the shipping.

 

There is an item missing from my order. What can I do?

Our goal is always gifting perfection. If your order arrives with an item missing, please contact our Customer Service Team as soon as possible with your order number.

We will happily replace the missing item or issue a partial refund to find the best solution to resolve the issue for you. If a replacement is required then please let us know when this will be required by.

 

How will I receive my refund?

Refunds will be made via the original payment method and account that was used to pay for your original order.

We are unable to process refunds to an account other than the one used for original payment, however if this account no longer exists (eg. cancelled credit card), please contact our Customer Service Team to discuss your options.

 

How long will it take for me to receive my refund?

Any refunds must be made back into the account you originally used to make you purchase.

You should see your refund amount back in your account within 3 business days once it has been issued by our customer service team.

If you were granted a refund but are yet to see it appear in your account after 5 business days, please contact us.

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