FAQs

What are the shipping costs?
We offer free standard shipping Australia-wide. Express post shipping rates differ and are provided at checkout.

Can I track my delivery?
Tracking details will be sent out with shipping confirmation once the order is shipped.

Where are your products from?
We rely on local Australian businesses to source all quality products.

Can I send a personal note in the gift hamper?
Absolutely! We adore and recommend a personal touch. We can always include a personal handwritten note to convey your wishes, without any additional charges. Just note this when placing the order in the section provided.

Are there any limitations to the personal note in the gift hamper?
We request that the personal note be concise and be no more than 30 word limit, to fit aesthetically on the card. We also request to avoid any information that is personal, sensitive, or that identifies the recipient. We have the right to refuse to add a personal note to the hamper if the request seems inappropriate or does not meet the above conditions.

Can I customise a gift hamper?
You sure can! We offer custom hamper service for orders of over $2000. You may contact us through our website or by sending an email at hello@goldenthreadhampers.com.au to discuss your requirement. You will hear back from our friendly team within 24 to 48 business hours to discuss.

What should I do if my recipient receives a hamper in damaged condition?
It is unlikely for such a thing to happen, as each of our hampers is well cushioned to avoid product damage and carefully shipped. However, in the event this occurs, reach out to us via email with photos of the damage. You can also consider adding insurance when shipping through Australia Post to ensure you're covered for any damage in transit. We also suggest you reach out to Australia Post to lodge a complaint immediately as soon as you become aware of the damage.

Do you offer returns or refunds?
We offer no returns or refunds once the hamper is ordered and shipped. Goods damaged during transit will be treated on a case-by-case basis, provided a review request from the recipient is received with images of the damaged hamper within two weeks of purchase via our email at hello@goldenthreadhampers.com.au.

Why are some of the products in the hamper different from what I had ordered?
In the rare event of unusual circumstances, when demand is higher, we may run out of products. Although unlikely, if this were to happen, we would be happy to replace the products with ones of equal or higher value in the hamper. It will simply be a change of product, and it will never be a cheaper quality product.

What is the shelf life of each hamper?
Every hamper has unique items which come with varying best before dates. It is recommended that the recipient reviews each item to view this information prior to consumption or utilisation.

Why is the packaging of my hamper different to one seen on website?
We endeavour to keep packaging similar just as you see on the website, however in some instances when we run short of packaging, we order new packaging and as our packaging suppliers are varied, the packaging products too vary but will never be of a low quality.

What payment methods do you accept?
We accept major credit cards, including Visa, MasterCard, American Express and Paypal. We also have options such as Afterpay for your convenience.

What are your options if a product is ‘Out of stock’?
We can't always provide advance notice about when products will be restocked, as this is subject to change.

Do you offer cash on delivery?
We do not offer cash on delivery.

What is your returns policy?
We do not offer returns; we request you select your gift with care prior to placing an order.

How do I make changes to my order?
This may not always be possible, especially if the order has been packed and shipped. We recommend you email us no later than 12 hours after placing the order. For any order that needs to be amended, we request you email us at hello@goldenthreadhampers.com.au.

What do I do if I never received my order?
Reach out to us by emailing at hello@goldenthreadhampers.com.au so we can investigate this.

What are your options if a product is ‘Out of stock’?
During periods of high demand, we can't always give a heads up about when products will be restocked, as it is always subject to change. Choosing from available options would your best option, until we look at restock our best sellers.