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 9735 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, 3^rd 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). We do not accept cash. Once your order has been placed, we'll send you an email with details of your purchase. 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 if an item is out of stock?

We would recommend placing the rest of your order and setting a stock alert for the out of stock item. We try to keep product pages up-to-date with messages of when we are expecting stock. If we are confident that you will receive the item soon, the website will allow a backorder to be placed. This will mean that you will pay for all the items upfront; the order will be held until all the items are in stock. If you need the in stock items more quickly, we can split the order. The in stock item(s) will be sent straight to you and the out of stock item(s) will follow as soon as we receive them into our warehouse.

Please note that the only way we can alert you to items back in stock is by placing a stock alert on the website – you need to register or log in to be able to do this.

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, 3^rd 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.

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?

During busy periods, most notably at Christmas, parcels sent on 3-5 working day delivery sometimes suffer an extra delay due to Royal Mail or the other carriers we use. In cases like this, we will try our best to inform you of the delay. If your order has still not arrived by the revised delivery date, we're here to help. But before getting in contact with us, please consider:

• Signing into My Account to check we have the correct delivery address for your order and that you have left correct means by which to contact you.
• Checking if you have had an attempted delivery card from one of our carriers. Your parcel may be awaiting collection at a local Post Office or delivery depot, or you may need to arrange redelivery.
• Checking with your neighbours to see if they have accepted the parcel on your behalf.
• Looking in any safe areas the driver may have left your parcel, such as behind bins or in a shed, garage or porch.
• If you still can't find your parcel, please email us using the contact us form and quote your order number. We'll reply as soon as we can and do our best to locate your parcel straightaway. If it cannot be found, we will resolve the situation the best we can.

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

Please contact us and we will replace it for you. If you think the item is damaged in transit or if it appears to have a manufacturing fault, we might ask you to photograph the item to help us improve the product’s condition in future. Please do contact us before returning a damaged item so that we can discuss whether we need the item returned to us, in which case we will supply you with a Freepost address.

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 missing item is an error, 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.

Sometimes if one or more items on your order are out of stock, we will split the order to make sure you receive the majority of it as quickly as possible. We will either keep the out of stock item(s) on back order to send to you when it is back in stock or we will refund it if we can’t get it to you. We will always try to contact you to inform you of this. Please check we haven’t sent an email or left a message.

Are my personal details secure?

All your details are kept completely confidentially by us. Sometimes, we may make details on our mailing list available to selected companies whose products or services we think may be of interest to you, however we will never do this without your consent. We will never share your email address.

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 case a problem occurs with your order. Should an issue arise with the delivery or processing of an order, we would need to contact you to inform you or solve 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.