Frequently Asked Questions


We’re here to help! Here’s what other customers also like to ask:

How do I order?

There are two easy ways to order:

1) Visit our website

You can order right here at If you need any help, chat to us live online while you browse (a pop-up "Customer Services Live Chat " invitation will appear on the bottom right of your screen. Simply click it and then type in your queries). You can also send queries by email to

2) Give us a call

Our order lines are open 7 days a week, 8am - 8pm Monday - Friday. We look forward to hearing from you on 01206 226 440

How do I find a specific item on the website?

We’ve worked hard to make our website as user-friendly as possible. If you already know what you want, type in the name of the item or - to be even more exact - the product code into the “search site or enter product code” bar on the top right of the screen. Alternatively, browse The Handpicked Collection’s different departments and categories, using the helpful filters on the left hand side of the screen to narrow down your choices.

What if I'm having trouble online?

The quickest way is to chat to us live online using the “Customer Services Live Chat” pop-up on the bottom right of the screen 8am - 8pm Monday - Friday. You can also give us a call 01206 226 440 or contact us by email ( We want to be able to fix the problem as quickly as we can, so any information you can give is really valuable. If you’re able to tell us the browser you’re using, or take a screenshot, then our technical team will be really impressed!

How can I pay?

We accept MasterCard, Visa, Visa Debit, Delta, Switch, Maestro, Amex and Electron cards. You can also pay with PayPal.

Can I change or cancel my order once I have placed it?

No, Once you hit confirm, we want to get your order to you as quickly as possible. The order details are whizzed to our warehouse, so items can be instantly picked and packed. It takes seconds, and doesn’t give us enough time to make changes. You can still return any unwanted items for a refund and don’t worry we’ve made this really easy.

Can I have my order delivered the next day?

Yes you can using our Next-Day Delivery option!  Orders placed by 3pm Monday - Thursday will be delivered on the next day. Orders placed on Friday by 3pm will be delivered on Monday.   Unfortunately, Saturday and Sunday slots are not currently available - but we’re working on it!

Will the cost of my purchases be printed in the box?

Providing the delivery address is in the UK, the delivery note will not show any prices. So if you’ve sent the goods as a gift, or have other reasons for keeping quiet, then your secret is safe with us! If the delivery address is outside the UK then for legal reasons then we do have to provide a commercial invoice with prices.

Is it possible to find out where my order is?

Our aim is always to let you know of a possible delay before it happens and when you use our Express service you will be sent a tracking line and text messages to let you know your delivery date and time.   but if you’d like to track your order then:

  • Log into “My Account” at open your recent order in ‘My Orders’ and use the ‘Track Order’ on the right hand side under the address and delivery method. It’s also a good time to check that all your details are correct; one typo could cause it to go astray.
  •  Double-check to see if delivery card has been posted through your letterbox
  • Check with your immediate neighbours to see if they have taken in a parcel for you
  • Check your “Safe Places”. If you regularly arrange for deliveries to be left behind the dustbins, in a shed or even in the dog kennel, then it’s possible the postman will remember this.
  • If you still cannot find it, contact us and we’ll find it for you.

What if my item is faulty or arrives damaged?

Let us know and we’ll arrange a refund or replacement. We may not even need the item back if you can provide a photo. Please click here for our full returns policy.

What if I receive a wrong item in my order?

Apologies - we’ll sort this out as soon as we can. Get in touch, and if the correct item is still in stock we’ll send it straight out. If it isn’t, then we’ll let you know how long it will take until the item is back in stock, or suggest a replacement.

What if an item is missing from my order?

This might sound obvious, but the first port of call should be your packaging. It’s amazing what can be hidden underneath all the padding and paper! If you have tipped everything out and still can’t find your missing item, then let us know so that we can sort things out.

Are my details safe?

Yes. We do not store card details on our system after an order is placed, so your bank details are always safe.

Why do you need my email address and phone number?

We ask for these so we can get in touch if there is a problem with your order or its delivery. We provide clever alerts to keep you updated on the progress of your order: for example, an email to let you know when the order has left our warehouse and a text from the courier to let you know when your parcel will arrive.

What about perishable items? How do I know they’re safe to eat?

All perishable items including our award-winning Scottish smoked salmon are despatched on a Next Day Delivery service. Everything is sent in temperature-controlled polystyrene boxes, with ice packs if necessary, to keep them cooler for longer. We have been sending our perishable items around the UK and Europe for over 30 years, and have thoroughly tested all our packaging. Enjoy!

Do you have a refer-a-friend scheme and how does it work?

Yes, we have a refer-a-friend scheme. If you love Handpicked Collection and want to recommend us we’ll happily give your friends an introductory discount and give you a thank you offer. You can refer your friends Here.

Our refer-a-friend scheme enables you to share with your friends using your name. This means that you can simply tell your friends to come to the Handpicked Collection and enter your name and they’ll be given their discount code. All they need to do to get their reward is to click on the link asking if they've "Been referred by a friend?" in the Handpicked Collection shopping bag and enter your name. You can also recommend us by link, email, on Facebook or on Twitter.

I’ve been referred to the Handpicked Collection by a friend and they said I just need to enter their name to get a discount that they offered me. Where can I do this?

You can do this as you’re buying from us on the shopping bag page. There is a link just above the voucher code box during checkout saying "Been referred by a friend?". Once you've confirmed the friend who referred you, you will be able to access your reward. You can then enter this code in the voucher code box when you buy your gifts.

I’ve referred someone. How do I know whether they’ve bought anything and whether I’ve got a reward?

We will email you as soon as any rewards are due. The email will have come from Mention Me who is the company who manage our refer-a-friend scheme for us. It is also possible to see the status of your referrals on your dashboard. You can find a link to your sharing dashboard at the bottom of the email you receive when you sign up for our refer-a-friend scheme.