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Help Center

Are you having trouble finding what you are looking for on the Castle Hampers site? Check out the links below to see answers to 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 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 17 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 15 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.

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.

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 October. 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 confirmation please Contact Us.

CAN I CHANGE MY ORDER?
Yes, you can change your order any time until the Last Change Date (this does not include cancellations, refer to the table below for dates). Just remember that changing your order can lead to an increase or decrease in your payments. Doesn't included cancellations please refer to our cancellation policy in the Terms and Conditions for full details

 

2016 Catalogue Last Order Date Last Change Date Final Payment Date
Christmas Catalogue - Hamper Friday 27th October, 2017 Friday 21st October, 2016 Friday 3rd November, 2017
Christmas Catalogue - Gift Shop Friday 25th August, 2017 Friday 25th August, 2017 Friday 3rd November, 2017
Savings Club Friday 25th August, 2017 Friday 25th August, 2017 Friday 3rd November 2107
Terrific Toys & Gifts Friday 25th August, 2017 Friday 25th August, 2017 Friday 3rd November, 2017
Ezy Extras - Hamper Friday 27th October, 2017 Friday 27th October, 2017 Friday 3rd November, 2017
Ezy Extras - Gift Shop Friday 25th August, 2017 Friday 25th August, 2017 Friday 3rd November, 2017
       

 


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 AT ANYTIME DURING THE YEAR?
Yes. We take orders up until the 25th August 2017 for Savings Club – Gift Shop, Terrific Toys & Gifts and Ezi Extras Gifts Catalogues , and 27th October 2017 for Christmas – Hamper and Ezi Extras - Hamper Catalogues. 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)

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 27th October 2017 for  Savings Club, Christmas Catalogue - Hamper and Christmas Catalogue - Gift Shop  catalogues. 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 will also charge you a small dishonour fee of $3.50 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. See also the cancellation policy in the Terms and Conditions for full details

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 and Jerseys and Guernseys which will be delivered August/September 2016. 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:



  • Courier Deliveries

    Your hamper orders will arrive between 7am and 7pm on your scheduled delivery date. Unfortunately, we cannot provide you with a specific time.

  • 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 charge may apply for re-delivery.

  • Australia Post Deliveries

    Your delivery may be made by Australia Post between the delivery date ranges 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 years. 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. 

WHAT HAPPENS IF I CHANGE ADDRESS?

If you change your address, simply Contact Us to let us know as soon as possible. Should your delivery address change, please inform Castle Hampers Immediately. If a delivery address is changed after 24th August 2017 for orders from Christmas catalogue or Savings Club, Castle Hampers reserves the right to charge aa redelivery fee.

All deliveries are made from November to mid December 2017, unless stipulated otherwise. We’ll send you a delivery advice card closer to the time to advise your delivery details. If you order multiple items, you may receive your items over multiple days. While every effort is made to deliver as advised, Castle cannot accept any liability for delay due to the customer’s failure to complete customer obligations or any other reason beyond the control of Castle (and/or it's staff). Castle does not accept any liability resulting from a contracted party’s failure to deliver as advised. Deliveries to islands or some remote communities may incur an onforwarding freight charge depending on the postcode. Details can be obtained when placing your order or see also the Delivery - Onforwarding Freight Charge section below. 

Delivery - Frozen goods

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 products into your freezer as soon as you receive them.

Delivery - Alcohol

In accordance with liquor licensing legislation, customers who purchase hampers containing alcohol must be over the age of 18 years at the time of order. Proof of identity and age will be required.

Delivery – Packing & Administration / Delivery Fee

For Savings Club 2017 & Christmas Catalogue - Gift shop  each order will incur a Packing and Administration charge of $9.95, regardless of how many items you order.

Delivery - Heavy and oversized items

Delivery costs are included except where stipulated throughout the catalogue. Some Castle Savings Club and Gift Shop products will incur a delivery surcharge of $30 because they are heavy or large items. If you live in any of the following postcodes, a delivery surcharge of $80 will apply for each product.

State Postcode
NSW/ACT 2879 - 2880
NT 862 - 886
QLD 4804 – 4805, 4823 – 4830, 4852 - 4895
SA 5220 – 5223, 5440
WA 6030 – 6037, 6041 – 6044, 6065, 6072 – 6074, 6081 – 6084, 6121 – 6126, 6165, 6167 – 6214, 6302 – 6315, 6357 – 6396, 6401 – 6443, 6460 – 6513, 6556 – 6616, 6646 – 6720, 6725 – 6733, 6751 – 6799, 6919, 6966 - 6969

Delivery - Rural

Should you live in, or move to a remote rural area, we may ask you to collect your order from a local pick-up point and some very remote areas may not be within our courier delivery range. You can either check by calling us on 1800 132 132 or clicking here for the full list of effected post codes.

Delivery - Change of address

Should your delivery address change, please inform Castle Hampers immediately. If a delivery address is changed after 24th August 2017 for orders from Christmas catalogue, Savings Club , Castle Hampers reserves the right to charge a redelivery fee.

Delivery - Gift Card/Voucher

Gift Cards and Vouchers must be signed for on delivery. They will arrive first week of December in plenty of time for your Christmas shopping.

Delivery – Onward Forwarding Freight

Some customers live out side of our normal delivery areas and outside of our Rural Post Depot collection points. If this is the case you will be charged for onward Forwarding Freight. Please see table below for postcodes this effects.

State Suburb Postcode
NT ALPURRURULAM 4825
NT ALYANGULA 885
NT BATHURST ISLAND 822
NT BORROLOOLA 854
NT GALIWINKU 822
NT GOULBURN ISLAND 822
NT MANINGRIDA 822
NT MILINGIMBI 822
NT NHULUNBUY 880
NT NHULUNBUY 881
NT NUMBULWAR 822
NT PEPPIMENARTI 822
NT RAMINGINING 822
NT UMBAKUMBA 822
QLD AURUKUN 4892
QLD BADU ISLAND 4875
QLD BAMAGA 4876
QLD BOIGU ISLAND 4875
QLD BURKETOWN 4830
QLD COCONUT ISLAND 4875
QLD COEN 4892
QLD CROYDON 4871
QLD DARNLEY ISLAND 4875
QLD DAUAN ISLAND 4875
QLD DOOMADGEE 4830
QLD EVANS LANDING 4874
QLD GEORGETOWN 4871
QLD GUNUNA 4871
QLD GUNUNA 4892
QLD HORN ISLAND 4875
QLD INJINOO 4876
QLD KARUMBA 4891
QLD KOWANYAMA 4892
QLD KUBIN VILLAGE 4875
QLD LAURA 4892
QLD LOCKHART 4871
QLD MABUIAG ISLAND 4875
QLD MAPOON 4874
QLD MOA ISLAND 4875
QLD MORNINGTON ISLAND 4871
QLD MURRAY ISLAND 4875
QLD NEW MAPOON 4876
QLD NORMANTON 4890
QLD PALM ISLAND 4816
QLD PORMPURAAW 4892
QLD SAIBAI ISLAND 4875
QLD SEISIA 4876
QLD STEPHENS ISLAND 4875
QLD THURSDAY ISLAND 4875
QLD TRUNDING 4874
QLD UMAGICO 4876
QLD WARRABER ISLAND 4875
QLD WEIPA 4874
QLD YAM ISLAND 4875
QLD YORKE ISLAND 4875
SA AMERICAN BEACH 5222
SA AMERICAN RIVER 5221
SA ANTECHAMBER BAY 5222
SA BALLAST HEAD 5221
SA BAUDIN BEACH 5222
SA BAY OF SHOALS 5223
SA BIRCHMORE 5223
SA BROWNLOW KI 5223
SA CAPE BORDA 5223
SA CASSINI 5223
SA CUTTLEFISH BAY 5222
SA CYGNET RIVER 5223
SA DE MOLE RIVER 5223
SA D'ESTREES BAY 5223
SA DUDLEY EAST 5222
SA DUDLEY WEST 5222
SA DUNCAN 5223
SA EMU BAY 5223
SA FLINDERS CHASE 5223
SA GOSSE 5223
SA HAINES 5223
SA IRONSTONE 5222
SA ISLAND BEACH 5222
SA KANGAROO HEAD 5222
SA KARATTA 5223
SA KINGSCOTE 5223
SA KOHINOOR 5223
SA MACGILLIVRAY 5223
SA MENZIES 5223
SA MIDDLE RIVER 5223
SA MUSTON 5221
SA NEPEAN BAY 5223
SA NEWLAND 5223
SA NORTH CAPE 5223
SA PARNDANA 5220
SA PELICAN LAGOON 5222
SA PENNESHAW 5222
SA PORKY FLAT 5222
SA SAPPHIRETOWN 5222
SA SEAL BAY 5223
SA SEDDON 5223
SA STOKES BAY 5223
SA STUN'SAIL BOOM 5223
SA VIVONNE BAY 5223
SA WESTERN RIVER 5223
SA WILLOUGHBY 5222
SA WILLSON RIVER 5222
SA WISANGER 5223
WA HALLS CREEK 6770
WA KUNUNURRA 6743

 

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Hampers

Shop with Confidence

Affordable payment plans

With small regular instalments, our no deposit and no interest lay-by plan makes shopping for Christmas easy and affordable.

Multiple payment options

Direct Debit, BPay or Credit Card; the choice is yours. Plus you choose the payment plan that best suits you from weekly, fortnightly or monthly instalments.

Delivery

We deliver all your Christmas goods to your door come November / December, in plenty of time for wrapping. Plus delivery is included in the price of the product. So there’s no need to pay anymore!