020 7741 0315

Frequently Asked Questions

Frequently Asked Questions

How can I order?

There are three ways to create your order:

1) Online

Our website can be accessed and is ready for your order 24 hours a day, 7 days a week. Search for products by name or code, or browse our categories to find products you want.

2) By Telephone

Please call 0844 482 9709 to speak to one of our customer service team. We are open 24 hours a day, 7 days a week, including Bank Holidays. Please have your card details and product name and code ready.

3) By post

Fill out the form inside the catalogue and post it to us at Customer Service, The Handpicked Collection, 3rd Floor, 220 Queenstown Road, London, SW8 4LP. Please be sure to include a cheque or your card details on the form (these will be destroyed as soon as the transaction is completed by our Customer Services Manager). Please do not forget to cover the delivery charge. We do not accept cash. Once your order has been placed, we'll send you an email with details of your purchase, if you have provided us with an email address. This does not mean your order has been accepted by us. Once your credit card, debit card or cheque has been verified along with your address, and the items ordered have been located, your order will then be accepted and your item(s) dispatched. If for any reason any of the items ordered are not in stock we shall inform you as soon as we can.

 

How do I find a specific item?

The Handpicked Collection website has been designed so you can find exactly what you are looking for. To quickly find what you want, use the 'search' function in the top navigation bar, and type in a product name or code (a code will be more accurate). Alternatively, click through to a department - e.g. ‘Gifts for Her’ or ‘Outdoor Living’ and look through the products by sub-category. We also have the Gift Finder to tailor product suggestions to a specified individual. You can refine your search for the perfect gift by recipient, age, price range, and theme.

What do I do if I’m having technical issues?

If you’re having trouble placing an order, please contact our Customer Service Team. As much of the following information will help us to resolve the matter:

  • As much detail as you can give about the issue
  • Screen shots of any error messages you see
  • Which web browser you are using (Internet Explorer, Firefox, Chrome, Safari etc.)

How can I contact someone who will help me?

Please see all available channels on our Contact Us page.

Which payment methods does The Handpicked Collection accept?

We currently accept MasterCard, Visa Credit, Visa Debit, Delta, Switch, Maestro, Amex and Electron cards or cheques. We strongly advise against cheque payments because of the time it takes for these to clear before we can despatch the order.

Please make cheques payable to Handpicked Companies Ltd and write your cheque guarantee card number, guaranteed amount and expiry date on the back of the cheque. When paying by cheque, please allow 10 working days for it to clear before your item is despatched. We accept cheques only by post. Please send your cheque along with your completed order form to The Handpicked Collection, Customer Service, 3rd Floor, 220 Queenstown Road, London, SW8 4LP. We cannot accept cheque orders if a telephone number is not supplied. Please be aware we do not accept payment by cash.

Can I amend my order once I have placed it?

During busy periods our warehouse packs all orders very quickly in order to prevent a backlog. This is something we’re very proud of but it means that it is rare that a customer will be able to add or subtract anything from their order once it has been placed.  

Does The Handpicked Collection offer Next Day Delivery and can my order be delivered at the weekend?

Yes but orders for Next Day Delivery must be placed before 2pm to be despatched in time, please refer to our Delivery Information page for full details. The ‘Next Day’ is also the next ‘working day’ so an order placed on a Friday (before 2pm) will not arrive until Monday. An order placed on Friday (after 2pm) will not arrive until Tuesday.

Are prices listed on the delivery note?

Your delivery note included in the parcel will not include prices. If you require a hard copy of your invoice, please call or email us and we can get one to you by post or email.

What should I do if my order has not yet arrived?

We will always endeavour to inform you of any delays but if you are thinking of getting in contact, please consider undertaking the following…

  • Signing into ‘My Account’ to check we have the correct delivery address for your order and that you have provided us with correct contact details (email, telephone number).
  • Checking for an ‘attempted delivery card’ from one of our carriers. Your courier may be awaiting your call to confirm a convenient re-delivery date.
  • Checking with your neighbours to see if they have accepted the parcel on your behalf.
  • Checking any safe areas the driver may have left your parcel, such as behind bins, the shed, garage, or porch.
  • If you still cannot find your parcel, please email us using the contact us form and quote your order number. We'll respond as soon as we can and do our absolute best to locate your parcel immediately.

I have received a faulty item, what should I do?

Please do contact us before returning a damaged item so that we can discuss whether we actually need the item returned to us, in which case we will supply you with a Freepost address.

Photographs of damaged and faulty items (and packaging) are extremely useful to us and may be required if you are seeking a refund or replacement.

I have received an incorrect item, what should I do?

Please contact us to let us know. If the correct item is in stock, we will send it out to you as quickly as we can.

There is an item missing from my order, what should I do?

Please refer to your order confirmation to check what was on the original order. If the item you regarded as missing was actually on your order, please email/call us. If the missing item is in stock, we will send it out to you as quickly as we can.

Are my personal details secure?

All of your details are kept completely confidentially by us.

Please be aware we do not store your credit or debit card details after we have processed your order. If you have sent in a postal order, all your payment details will be destroyed after your order has been placed.

Why do you ask for my email address & telephone number?

We require your details so we can contact you in regards to your order. Should an issue arise with the delivery or processing of an order, we would need to contact you to inform you or resolve the problem.

Tax

Our prices include VAT at the current rate of 20%.

Does The Handpicked Collection have discounts running at the moment?

Every so often we run special offers. All the best offers and deals are most effectively accessed by signing up for our e-newsletter, or you can find the latest Handpicked Collection discount codes here. It’s also worth following us on Twitter and Facebook where we sometimes carry out social media exclusive deals.