Gift shop terms and conditions

By making a purchase from giftshop.claridges.co.uk or by making a purchase from Claridge's by phone 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 products or gifts from us. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

Contact 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 +44 (0)20 7409 6232 or by email at bpoljak@claridges.co.uk.

Ordering & payment

You can place an order on our website, over the telephone or via email. We accept payment via most credit and debit cards both on our website and also via telephone orders. We will take card details over the phone for any orders that have been submitted via email.

You can pay by Access, American Express, Mastercard, Visa, Switch and Delta. We regret we are unable to accept payment by Solo / Electron. 

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 payment is not authorised.

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

UK delivery options and surcharges

Orders received by 13:00 (GMT) Monday to Thursday can be despatched for next day delivery almost anywhere in mainland UK and may be subject to a surcharge. See delivery details for specific location options, timings and surcharges.

Orders received by 13:00 (GMT) on a Friday will be despatched the same day for delivery the following Monday (excluding Bank Holidays) almost anywhere in mainland UK and may be subject to a surcharge. See delivery details for specific location options, timings and surcharges.

We do offer a Saturday and Sunday delivery service subject to a surcharge. See delivery details. Orders received by 13:00 (GMT) on a Friday can be despatched the same day for Saturday and Sunday delivery almost anywhere in mainland UK and subject to delivery surcharge. See delivery details for specific location options, timings and surcharges.

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. See delivery details for options, timings and surcharges.

European and overseas deliveries

We are able to deliver our products and gifts to a select number of European destinations, however these are subject to surcharge and in some countries cannot be tracked or guaranteed. Please see delivery details for more information.

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 BFPO address as we are unable to track or obtain a signature for this service, and 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. See delivery details.

Tracking and signature (non-fresh food)

All our goods require a signature upon delivery. 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. We will refund the cost of the order, minus any delivery costs unless you have exercised your right to cancel, to the original method of payment upon receipt of the item.

However, during the very busy festive 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 home). We regret that were the goods have been correctly delivered we cannot accept responsibility if the intended recipient has moved, or lives elsewhere, or 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.

Click and Collect

Our Click and Collect service is free of charge.

If you place your online order before 8pm today, it will be ready for you to collect after 2pm tomorrow.
If you place your order after 8pm today, you will be able to collect it after 2pm the day after tomorrow (so orders placed on Monday after 8pm will be available for collection Wednesday from 2pm).

We will send you an email when your order is ready. It will be available for collection at Claridge’s front hall Monday to Sunday 10am to 8pm. 

Claridge's 
Brook Street
Mayfair 
London W1K 4HR

Please make sure to bring your order confirmation and your photo ID when you come to collect your order. We are happy for someone else to collect your order but the person you have nominated must present your order confirmation and their own photo ID.

If you have any queries about your order or the collection or if you wish to cancel or return your order, please call us on +44 (0)20 7409 6232 or email bpoljak@claridges.co.uk. Our customer advisors will be happy to help you.

Product availability

All orders are subject to availability and we will confirm our acceptance of your order by email. 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.

Returns & Refunds

Order cancellation

‘No quibble' policy – distance selling regulations

We operate a 'No Quibble' policy for order cancellation. You are allowed a 14-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 by email at bpoljak@claridges.co.uk or by post to the following address within 14 days of delivery:

Claridge's 
Brook Street
Mayfair 
London W1K 4HR

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.

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.

Damaged or defective products

The Consumer Rights Act 2015 says that any goods you order must be as described, for purpose and of satisfactory quality. If you or your recipient has received a damaged or defective product 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 +44 (0)20 7409 6232 or via email on bpoljak@claridges.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 product quality control department is not deemed to be damaged or defective, please note that we will 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.

7. Refunds will be issued to the original method of payment upon receipt of the item.

Delivery delays

We are not responsible for late delivery of any products or gifts 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 products 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.

Wines & spirits

Many 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.

Product shelf life

In respect of ambient hampers we guarantee a minimum shelf life of 28 days for the earliest dated product within the gift unless the hamper is being sold on a specific promotion which compensates for the reduced shelf life.

Allergens

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

Product 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. For special dietary products, suitable substitutions will be made.

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 product item is subject to VAT and therefore products may not incur standard VAT at the prevailing rate as the VAT is calculated on a weighted average basis.

Personalised messages

Each product is clearly labelled with the recipient's address on the outer cardboard box. You can include a personal gift message of up to 300 characters including spaces (5 lines of 60 characters each) which can be found on the reverse of the clearly labelled 'A Gift For You' card attached to the cardboard outer.

We advise all our customers to include a message so that the recipients know who has sent them a gift, as we don’t include details of the ordering customer anywhere else. If you choose not to include a greeting we will state ‘no message’ in the available space. This means that messages are never accidentally left out, as completing the message is a part of the order process that cannot be bypassed.

Copyright

All photographs, copy, images, graphics contained within this website are the wholly owned property of Claridge’s. 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.

Product pricing

The price of the product (which includes VAT) will be the price indicated on the order page when you placed your order. We take all reasonable care to ensure that the price of the product advised to you is correct however it is always possible that, despite our efforts, some of the products will be incorrectly priced. We will normally check prices before accepting your order so that, where the product’s correct price at your order date is less than our stated price at your order date, we will charge you the lower amount. If the product’s correct price at your order date is higher than the price stated to you, we will contact you for your instructions before we accept your order.

Complaints

Product complaints

We take product complaints very seriously. In the first instance please submit your product complaint in writing to us at bpoljak@claridges.co.uk or call us on +44 (0)20 7409 6232. 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.

Data protection

All information you provide to us under these terms and conditions is subject to our Privacy Policy.

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

Claridge’s is a trading name of Maybourne Hotel Limited whose registered office is: 41-43 Brook Street, Mayfair, London, W1K 4HJ.