Thank you for visiting the Hello Personal terms and conditions page. By making a purchase from www.hellopersonal.co.uk with our sales team you are agreeing to be bound by these terms and conditions in their entirety.

From time to time we may update these terms and conditions and it is your responsibility to check this section prior to buying gifts from us.

If you have any questions or do not agree with any of our terms and conditions then please contact our customer services department on 01228 91 20 22

You can place an order on our website or an ambassador. We accept payment via most credit and debit cards both on our website.

You can pay by Mastercard and Visa. 

We take your security very seriously and the purchase area of our site is secured using industry standard Secure Socket Layer technology to allow for encryption of your credit card details. Additionally, any card details taken over the phone are input straight into the same encrypted purchase area, which we cannot access.

All card payments are validated and authorised prior to completion of your order. We are not liable for non-delivery of your goods if your payment is not authorised.

You may order and pay for goods up to 250 days in advance of delivery during which time the price will be held.

It is a crime to purchase or attempt to purchase goods with a stolen credit card or with stolen personal details or with a false name. We will take appropriate action if we discover any person is attempting to fraudulently purchase goods from our website.

We reserve the right to withhold goods and terminate any account details with anybody who we suspect of fraudulent practice and / or breach of these terms and conditions.

DELIVERY

MAINLAND UK AND OUT OF AREA DELIVERIES

We deliver to all of mainland UK and all delivery options are available. We also deliver to the Highlands and Islands.

EUROPEAN AND OVERSEAS DELIVERIES

We are able to deliver our gifts to Europe and worldwide destinations, however these are subject to surcharge and in some countries deliveries cannot be tracked or guaranteed.

Please also bear in mind that there may be additional customs duties to pay upon goods entering specific countries. Unfortunately, we are unable to confirm the cost of these customs duties and the intended recipient will become responsible for payment of these duty costs. This may also cause delivery delays.

BFPO DELIVERIES

We regret that we are unable to deliver to a BFPO address as we are unable to track or obtain a signature for this service, and are therefore unable to guarantee safe delivery.

PO BOXES

We regret that we are unable to deliver to PO boxes.

WEEKENDS AND BANK HOLIDAYS

We are unable to deliver on Bank Holidays. We do offer a Saturday and Sunday delivery service subject to a surcharge.

TRACKING AND SIGNATURE (NON-FRESH FOOD)

All our goods require a signature upon delivery, with the exception of our range of Letterbox Gifts. If the recipient is not there to receive a parcel the carrier will deliver to an immediate neighbour or alternatively leave a card with contact details so that redelivery or collection can be arranged. If the carrier doesn’t receive a response to the card, they will return the gift to us after 4-5 working days.

However, during the very busy Christmas period we do instruct our delivery companies to leave parcels in a safe and dry location and put a card through the door to say where the parcel has been left if the recipient is not available to receive it. We consider this to be in the best interests of the recipient.

The carrier is required to notify us of any parcels that are not delivered so that we can try to resolve the issue before the parcel is returned. The carrier is only responsible for delivering to the address that you have provided (or an immediate neighbour if no-one is at home). We regret that where the goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, and the actual receiver refuses or fails to return the item(s).

REDIRECTION OF GOODS
Please make sure you give the correct address and postcode for the recipient. Additional charges will be made for redirection or for re-delivery due to address or postcode error.

PRODUCT AVAILABILITY
All orders are subject to availability. If a product is out of stock or has been oversold we will attempt to contact the purchaser as soon as possible to agree an alternative product choice. We will do our utmost to meet the delivery date chosen but reserve the right to miss the date if we are unable to contact the purchaser to agree a replacement product.

ORDER CANCELLATION

‘NO QUIBBLE’ POLICY – DISTANCE SELLING REGULATIONS
We operate a ‘No Quibble’ policy for order cancellation. You are allowed a 7-day cooling off period from the date of delivery. This means that we will refund the total cost of the product and the delivery charges (including any out of area, named day or Saturday surcharges) to you, in full, if you choose to cancel your order for any reason provided you comply with the below:

1. You notify us of your cancellation in writing (letter or email)  within 7 working days of delivery.
2. The goods remain unused and component parts are unopened.
3. You or the recipient retain and take reasonable care of the goods until collected by our carrier.
4. You or the recipient are reasonable in making the goods available for collection by our carrier who will collect only during the daytime on working days (not weekends or Bank Holidays) within 21 days of notifying us of the cancellation.
5. Refunds will be issued upon receipt of the item.
6. Please note the exceptions listed below.

Please note that we are UNABLE TO REIMBURSE THE COST OF RETURNING AN ITEM TO US UNDER ANY CIRCUMSTANCES, as we will arrange collection through our own carrier at no cost to you.

RETURNS & REFUNDS

EXCEPTIONS
If your order contains any of the following items we will be unable to refund your order (including postage & packaging) once it has been delivered:

1. Fresh food gifts (including cheese, meat or fish)
   2. Personalised and branded goods

Additionally, we will review our cancellation and returns policy on a case-by-case basis for all orders of empty boxes and baskets.

DAMAGED OR DEFECTIVE PRODUCTS

If you or your recipient has received a damaged or defective products or if we have made a mistake with your order the following terms apply:

1. You notify us within 48 hours of receipt via phone on 01228 91 20 22 or via email to hello@hellopersonal.co.uk.
2. If required we will refund the cost of the product in full or we will replace the product. If the same product is not available we will replace with a product of equal or higher value.
3. You will not be charged for the collection of your item nor for the delivery of a replacement product.
4. Please note that we are UNABLE TO REIMBURSE THE COST OF RETURNING AN ITEM TO US UNDER ANY CIRCUMSTANCES, as we will arrange collection through our own carrier at no cost to you.
5. If you arrange for us to collect an item from you or your recipient which, after being assessed by our gift quality control department is not deemed to be damaged or defective, please note that we reserve the right to deduct the cost of collection from your refund.
6. The above cost of collecting an item will be equal to its original, published delivery charge, including any applicable ‘out of area’ surcharges. This will exclude any special offers or discounts which have been applied to the delivery charge at the time of purchase.

DELIVERY DELAYS
We are not responsible for late delivery of any gift due to:
1. Adverse weather conditions
2. Incomplete or incorrect delivery addresses
3. Any other causes beyond our reasonable control

MISSING ORDERS
All claims for missing or damaged purchases must be reported to us within 14 days of your expected delivery date. We cannot guarantee that claims made after this time will be refunded or replaced.

CHRISTMAS INSURANCE
All consignments are fully insured. Claims for breakages or other damages should be made on 01228 91 20 20 within 48 hours of receipt.

FRESH FOOD

We are unable to offer product or delivery refunds for failed fresh food deliveries that are due to the recipient not being at home or due to us having been provided with an incorrect delivery address.

WINES & SPIRITS
Some of our gifts contain alcohol, therefore the minimum age to order these types of gifts is 18 years of age. It is an offence to purchase or attempt to purchase alcoholic liquor under the Licensing Act 2003 if you are under the age of 18.

ALLERGENS
Some of the products within our gifts contain allergens such as nuts, egg, milk and gluten. Please contact us directly if you require further information.

GIFT LISTINGS & SUBSTITUTIONS
We aim to keep our website as up to date as possible but we reserve the right to make changes to descriptions, contents, prices, delivery methods, add or delete products at any time.

All products are fully itemised and fairly described however, in the event of supply difficulties, we reserve the right to substitute any items with replacements of equal or higher quality and value that may or may not be listed in the contents section of the product descriptions.

All photographic props such as plates, glasses and other utensils are not included unless otherwise stated.

VAT & DUTY
All prices include VAT at variable rates and duty charged at the rates prevailing. We reserve the right to amend prices according to legislative change. Not every gift product is subject to VAT and therefore gifts may not incur standard VAT at the prevailing rate as the VAT is calculated on a weighted average basis.

PERSONALISED MESSAGES

Each gift is clearly labelled with the recipient’s address on the outer cardboard box. You can include a personal gift message of up to 200 characters including spaces which can be found on the reverse of the clearly labelled ‘A Gift For You’ card attached to the cardboard outer.

PROMOTIONAL VOUCHERS
We run a range of promotions throughout the year, which you may have received a voucher code for. Only one voucher code can be redeemed against a single order. We regret that we are unable to retrospectively apply voucher codes to previous orders.

Promotional vouchers and discount codes cannot be used in conjunction with any other offers or affiliate commission and cashback schemes.

COPYRIGHT
All photographs, copy, images, graphics contained within this website are the wholly owned property of Hello Personal Ltd. ANY PARTIES FOUND TO BE USING OR COPYING ANY ELEMENT OF THIS WEBSITE WITHOUT PERMISSION INCLUDING OUR PRODUCTS OR PRODUCT DESCRIPTIONS WILL BE DEEMED TO BE INFRINGING OUR COPYRIGHT.

AMBASSADORS
All ambassadors, appointed re-sellers, agents and third parties of Hello Personal Ltd., will be supplied with their own version of product description copy. Ambassadors must not duplicate any product description copy from this website. We perform regular internet duplication tests to ensure that our website copy is not duplicated.

Commission and/or Cashback will be declined if used in conjunction with our promotional vouchers or discount codes.

COMPLAINTS

PRODUCT COMPLAINTS
We take product complaints very seriously. In the first instance please submit your product complaint in writing to us at hello@hellopersonal.co.uk or call us on 01228 91 20 22. We will respond to you within one working day at the latest. We are not liable for third party product issues that are deemed to be beyond our control.

DELIVERY COMPLAINTS
Customer service issues will be acknowledged within one working day of receipt. We will keep in close touch with you, advising of our progress in trying to resolve any issues as quickly as possible.

LAW
These terms and conditions do not affect your Statutory Rights.

These terms and conditions will be governed by and construed in accordance with the laws of England and you irrevocably submit to the exclusive jurisdiction of the courts of England.

COMPANY INFORMATION
Hello Personal is a trading name of Hello Personal Ltd. whose registered office is: Barras Lane, Dalston, Cumbria, CA5 7LX. The company registration number is 12508531 and the VAT registration number is GB 400 4697 22.