Monty & Ridge

Refund 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: Fresh food gifts (including cheese, meat or fish) Personalised and branded goods Bespoke hampers. Please note that from the time of receiving your order in writing, we purchase component parts relating to your hamper and we regret that these orders cannot be cancelled. Items Which Are Damaged in Transit, Defective Or Incorrect If you take delivery of a package from us and the goods being delivered to you have been damaged in transit, or are defective, not as described, not of satisfactory quality, not fit for purpose, or are not per a sample, we will at your option either exchange or repair these items without charge to you, or provide you with a full refund, if the fault is notified to us within 30 days of you receiving the product. Beyond 30 days, we will provide you with either an exchange or repair in accordance with the Consumer Rights Act 2015. We will check the items on their return, and we may request proof of purchase and/or photos of the damage and packaging in order to enable us to investigate the matter. In the case of fresh food, any fault must be notified to us before the expiry date of the earliest dated item in the hamper, which will be sooner than 30 days. If required, we will refund the cost of the hamper in full or we will replace the hamper. If the same hamper is not available we will replace with a hamper of equal or higher value. You will not be charged for the collection of your item nor for the delivery of a replacement hamper. Please note that we are unable to reimburse the cost of returning an item to us under these circumstances, as we will arrange collection through our own carrier at no cost to you. If you arrange for us to collect an item from you or your recipient which, after being assessed by our hamper 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. The cost of collecting an item will be equal to its original, published delivery charge, including any applicable surcharges. This will exclude any special offers or discounts which have been applied to the delivery charge at the time of purchase. Cancellations Prior To Despatch Once confirmed, it may not be possible to prevent an order from despatch. Please contact us as soon as possible if you wish to cancel your order. Cancellations After Dispatch If you wish to cancel the order once it has been dispatched due to the following: a) Incorrect delivery information provided, or b) Carrier unable to deliver due to unavailability of recipient and the hamper is returned Please notify us in writing within 7 days to request a refund, which will be given at 50% of the invoiced price of the hamper less the original delivery cost and the applicable return charges. If a hamper is not returned to us, then no refund can be issued. Please note that we are unable to issue refunds for bespoke hampers, personalised hampers and fresh hampers. Please note that we are unable to reimburse the cost of returning an item to us under these circumstances, as we will arrange collection through our own carrier at no cost to you. Delivery Delays We are not responsible for late delivery of any hampers or gift due to adverse weather conditions, incomplete or incorrect delivery addresses, or any other causes beyond our reasonable control. Refunds will not be available in these circumstances. Delivery issues If delivery fails or the delivery is refused by the recipient (e.g. an unwanted gift), refunds will not be available in these circumstances. Any additional delivery charges incurred due to errors by you upon ordering may be passed on to you. Missing hampers ALL YEAR ROUND (DELIVERIES DUE BETWEEN 1ST JAN AND 30TH SEPT) All claims for lost parcels must be made within 28 days of the anticipated delivery date. We cannot guarantee that claims made after this time will be refunded or replaced. CHRISTMAS (1ST OCT TO 31ST DEC) All claims for lost parcels must be made by Friday 19th January 2024. We cannot guarantee that claims made after this time will be refunded or replaced. Fresh food deliveries 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.

Wish Bracelets and Letterbox Gifts are sent using Royal Mail. This is not a track-able service, so we will be unable to provide tracking information. All delivery estimates are guidelines only. Please note that if your parcel does not arrive, there is a 'benefit of the doubt' window of 10 business days after due date that must be waited out before claims for lost parcels can be made, and refunds or replacements issued. Delivery schedule No deliveries will be made on Bank Holidays. Fresh Food can only be delivered to mainland UK locations on a Tuesday through to Saturday (no Monday or Sunday deliveries) as we cannot guarantee to our satisfaction that they will remain chilled during transit over the weekend. Please ensure that the recipient is available to receive their gift as we cannot be responsible for these products if we are unable to complete first time delivery. All hampers containing fresh food must be signed for upon delivery. 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. All fresh food needs to be opened and refrigerated upon immediate receipt of delivery to ensure that the contents remain safe to consume. If you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day unless specific date delivery is selected. We make every effort to despatch items on time. If the items are not delivered within the time period that we specify in the Confirmation Email, please contact us quoting the order reference contained in your Order Confirmation Email. Letterbox Gifts are delivered using Royal Mail, so when selecting a delivery date we cannot guarantee a precise delivery date for these gifts. However, in our experience, 90% of orders are delivered on time