Frequently Asked Questions
Are you having trouble finding what you are looking for on the Castle Hampers site? Check out the links below to see if any answer your questions, if not, simply call one of our friendly Customer Service staff on 1800 132 132 - they'll be happy to help!
Our Call Centre is open from 8.30am to 5pm weekdays (excluding public holidays) with extended opening hours from November to January.
Are you having trouble placing an order?
Click here to view our Ordering page.
Are you having trouble calculating the payment?
Click here to view how much you need pay.
Would you like to provide us with feedback on our site or ask a specific question?
Click here to email one of our Customer Service team members, or you can phone us on 1800 132 132.
Would you like more information on making payments, delivery of our products or just general information about Castle Hampers?
Click here to view our Ordering page.
Why choose Castle Hampers?
Castle Hampers has been delivering hampers to tens of thousands of satisfied customers for almost 10 years, so you can be assured of the best quality and service. We look forward to continuing to provide the perfect solution to a stress free, affordable way to ensure you and your family have the best Christmas ever.
How do Castle Hampers prices compare with Retailers?
The price you pay includes the cost of collecting your payments (charged to us by our bank), special packing, delivery, GST and is fixed for the year. We do charge a bit more than some retailers because of all the extra costs involved, but thousands of existing customers think that Castle Hampers is still great value for money and so convenient! There'll be no more tackling huge Christmas shopping centre crowds or carrying shopping home (with kids in toe), plus you'll have extra money at Christmas time because you've paid for your Castle Hampers in advance.
What guarantee is there that I will get the hampers I've paid for?
Castle Hampers has been around for almost 13 years so we plan to be around for the long haul. We run a profitable business on very conservative lines which we believe demonstrates our commitment to service and delivery. We look forward to being around for many years to come!
How do I know the products are good quality?
As you'll see in our catalogues, we only use the top brands you know and trust. With meat products, we work with the very best Australian meat suppliers who have an established track record for the very highest quality. Plus, our meat has a 100% guarantee - that's how sure we are that we are only providing the very best quality.
How do I place an order?
Click here to view our Ordering page.
How do I calculate my payments?
Final payment for catalogue orders is due in November 2013. Click here to use the payment calculator to estimate your weekly, fortnightly or monthly payments from a total price. You can also work out a total price from what you want to save each week, fortnight or month. Note: The calculator takes into consideration the remaining time available to make repayments before the catalogue closes.
What is my Membership Number and why is it important?
You'll be given a Membership Number either when you place your order, or when you request a catalogue from us. If you can't find it, please Contact Us.
Your Membership Number is important because it helps us to identify you and keep your account up to date. You need to write your Membership Number on all letters and emails to us and also quote your Membership Number when you phone us.
What happens once I've placed my order?
You can expect to receive an order confirmation within 5 working days. Please check all your details carefully as this is what we have on record for you. If any of the details are incorrect please Contact Us immediately and we will make the necessary changes. If you do not receive an order confirmations please Contact Us.
Can I change my order?
Yes, you can change your order any time until the 31st August 2013. Just remember that changing your order can lead to an increase or decrease in your payments.
Can I order products as a gift for someone else?
Yes. You'll need to place your online gift order separately from your own order. When you do, simply let us know that it's a gift and during the checkout process we will request the gift delivery address. We won't write to the recipient so it will remain a surprise.
Can I order any time during the year?
Yes. We take orders up until the 31st August 2013. Remember, the earlier you order the more weeks you have to pay and therefore the lower the weekly payments.
How can I pay for my order?
You can pay for your order by Direct Debit, Cheque, Money Order or Credit Card (Visa or MasterCard). Payments can be made weekly, fortnightly or monthly with the exception of Credit Cards, which will be Direct Debited on the 20th of each month. If paying by Credit Card you'll need to let us know your 16 digit Credit Card number and your 4 digit expiry date.
Can I stop a Direct Debit payment?
Yes, if you call us on 1800 132 132 prior to midday the working day before your payment is due we can stop a payment (i.e.: before Friday midday for a Monday payment). If you want to stop payments indefinitely, we reduce your order down to the amount paid so that you still have a hamper or presents for Christmas. If you want to add hampers or other items later on, just Contact Us and we'll arrange it.
What is a Direct Debit Authority?
A Direct Debit Authority allows a payment to be automatically deducted from your bank account.
It's safe, saves you time and saves you money (postage, bank fees etc).
You are in complete control at all times.
You can cancel/suspend the authority at any time.
You can leave the authority in place for next year.
Payments can be adjusted if you miss a payment or change your order.
By downloading and completing the Direct Debit Authority form you are authorising Castle Hampers to debit your payments from your chosen account. At midnight on the day you have chosen (usually your pay day), our bank debits your account electronically. It's easy. Just fill in the form and then ... relax.
What happens if I miss a payment?
Castle Hampers will automatically recalculate your payments and slightly increase your future payments so that your order is still paid in full by the week ending 1st November 2013. If a few payments are missed we may slightly reduce your order and write to let you know. If you want to skip a payment we can do this, provided you call us on 1800 132 132 before midday on the working day prior to the day your payment is due.
Will I be charged if I miss a payment?
Your bank, or building society may charge you a fee. Castle Hampers may also charge you a small dishonour fee to cover charges we incur.
What happens if I can't keep up my payments?
We understand that circumstances change and if you are not able to keep paying please call our friendly Customer Service Team to discuss your options on 1800 132 132.
What happens to my payments on Public Holidays?
Your Direct Debit payment will come out the next working day. If you wish to skip a payment on this day or the day after you will need to let us know before midday on the working day before.
Where do you deliver to and when will they arrive?
All deliveries are made from November to mid December with the exception of Back to School hampers which will be delivered late January . We'll send you a letter stating your delivery date or date range. Due to the nature of frozen goods, customers must be home to accept delivery on the day advised, or make arrangements with friends or neighbours to accept it for you. We recommend you put frozen hampers into the freezer as soon as you receive them.
We use three different methods of delivery to ensure your hampers arrive on time. These include:
1. Courier Deliveries
Your hamper orders will arrive between 7am and 7pm on your scheduled delivery date. Unfortunately, we can not provide you with a specific time.
2. Master Delivery Agent
Your delivery will be made by a courier within the delivery date range provided. The courier will call you prior to your delivery to arrange an exact delivery date. If you are not home, a 'calling card' will be left advising you of whom to contact to arrange re-delivery. An additional change may apply for re-delivery.
3. Australia Post Deliveries
Your delivery may be made by Australia Post between the delivery date range provided. If you are not at home, a 'calling card' will be left and you will be required to collect your order from the nominated post office.
In accordance with liquor licensing legislation, customers who purchase hampers containing alcohol must be over the age of 18 year. Proof of identity and age will be required at time of order and delivery.
While every effort is made to deliver on the date advised, Castle Hampers cannot accept liability for delay due to the customer's failure to complete customer obligations or any other reason beyond the control of Castle Hampers (and/or its staff). Castle Hampers cannot accept any liability resulting from a contracted party's failure to deliver on the date advised. Should your delivery address change, please inform Castle Hampers immediately. If a delivery address is changed after the 16th October 2013, Castle Hampers reserves the right to charge a redelivery fee.
What happens if I change address?
If you change your address, simply Contact Us to let us know as soon as possible. If a delivery address is changed after 16th October 2013, Castle Hampers may charge an administration fee.
Would you like to provide us feedback on our site or ask a specific question?
Visit Contact Us to reach our Customer Service team.