• Order by 3pm for next working day delivery


  • talk to us on 01206 226 440

Frequently Asked Questions

We’re here to help! Here are 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 www.handpickedcollection.com. If you need any help, chat to us live online while you browse (a pop-up "Handpicked Collection Live Help" 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 customerservices@handpickedcollection.com.

2) Give us a call

Our order lines are open 7 days a week, 9am - 7pm Mon - Fri and 9am - 4pm Saturday & Sunday. 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 entire store here” 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 “Handpicked Collection Live Help” pop-up on the bottom right of the screen 9am - 7pm Mon - Fri and 9am - 4pm Saturday & Sunday. You can also give us a call (01206 226 440) or contact us by email (customerservices@handpickedcollection.com). 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?

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! Orders placed by 3pm using our Next-Day Delivery option will be delivered on the next working day. The only time this can’t happen is Friday, when your delivery will be delivered the following 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, but if you’d like to track your order then:

  • - Log into “My Account” at www.handpickedcollection.com 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 - and 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?

No card details are kept 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!

Tax - how much?

Our prices include 20% VAT on all relevant items.

Can you offer me a discount?

Watch this space! Make sure you are one of the first to hear about all our discounts and offers by keeping in touch. Sign up to our mailing list and email newsletters, follow us on Twitter, join us on Facebook and keep an eye on our home page. We also run fantastic seasonal sales and everyone on our mailing lists hears about them ahead of the crowd.