Q&A

Can I order a custom hamper?

We have developed a range of exquisite hampers to suit all recipients, occasions and price points.

While we do not offer one-off custom hamper orders, each of our hampers is filled with products hand-chosen and sourced from some of the best premium suppliers from all over the world to ensure the highest of quality.

Maple & Elm hampers also undergo multiple testing phases to ensure that they are always delivered in the same perfect condition that they leave our warehouse in.

Do your hampers cater to dietary requirements?

Maple & Elm offers a wide range of hampers including many without food items so that there's a hamper choice for all.

Maple & Elm food hampers do not currently cater to specific dietary requirements such as vegan, gluten free, nut free, kosher etc, but we know your recipient will love our non-food hampers just the same.

How can I have my products included in your hampers?

If you are interested in having your products included in our hampers, please email our buying team directly at info@mapleandelm.com.au.

Please be aware that we have a large number of incoming enquiries of this nature, so a response from our buying team is not always guaranteed. Our buyers will be in touch with you should they want to request a sample or require more information.

Which payment methods do you accept?

Orders can be placed with Visa, MasterCard, PayPal, Amex or Direct Deposit. You are also able to pay using Apple Pay and Google Pay.

Will my order be processed in AUD?

All payments on our website are processed in Australian Dollars (AUD).

Why haven't I been charged 10% GST on my hamper?

As our hampers contain a mixture of GST and non-GST applicable products, each hamper has a different GST rate. The rate for each hamper is determined by the combination of GST and non-GST applicable items within it.

For example, quince paste, salted caramel sauce, and olives are all GST free items. Whereas chocolates, nuts and wine are GST applicable.

How do I know my credit card details are safe?

We utilise one of the most secure transaction channels available in the world t

oday. Our Ecommerce application includes the following security features:

We use Stripe as our credit card payment gateway which ensures your credit card details are recorded in a highly secure 128 bit encrypted environment. All browsers are required to use a minimum of 40-bit SSL (Secure Socket Layer) technology (This means that there is no way to bypass the security systems). Digital certification to verify integrity and authenticity from this website. Encrypted card details are sent with your order to our accounts department to be processed. Your card details are erased from record as soon as your order is processed. This eliminates the risk of your credit card details being captured and used by unauthorized people. This means that when you order hampers from our website, you can rest assured that the highest security checks have been put in place to ensure that your details will not fall into the wrong hands.

My credit card details are being declined. Why?

The majority of credit card errors are caused by an issue regarding the credit account or financial provider (eg. insufficient funds, expired credit card). Please check with your bank that there are no issues with your account.

If these causes are ruled out and the error continues to occur please contact our Customer Service Team.

Do you accept American Express?

Yes, we currently accept America Express

I have a problem with my PayPal account. What do I do?

We are unable to offer any support or advice regarding issues you may be experiencing with your PayPal account.

If you are having problems processing your payment with PayPal, you will need to contact PayPal directly.

How can I place an order?

The best way to place an order with Maple & Elm is via our easy-to-use, secure online ordering system.

This allows you to browse our entire selection with convenience and ensures you can check that all of the details you are entering are correct. This is the fastest, easiest and most secure way to place your order.

Can I place an order from outside Australia?

Yes, we accept orders placed from anywhere in the world for delivery Australia-wide!

Can I add a gift card and message to my order?

Absolutely!

Once you have added a hamper to your cart and proceeded to check out, you will have the opportunity to add a personalised message. We use premium quality greeting cards, and include this service for free.

There is a character limit of 500 characters per card and messages will be printed exactly as typed. Remember to say who it's from!

Can you gift wrap my hamper?

To ensure the perfect impression every time, Maple & Elm hampers are presented in a beautiful custom-designed hamper box and do not require any further wrapping. For this reason, we do not offer extra gift wrapping services.

How do I know my order has been placed?

Once you have selected Confirm & Process Order at our online checkout, your payment will be processed and your order will be placed. If successful, the checkout page will refresh to show your order number and allow you to print a receipt.

You will also be sent a confirmation email to the email address you provided when placing your order. The email will also contain your order invoice.

Can I amend my order once it has been placed?

Once your order has been placed, we are only able to make amendments if the order is not yet dispatched. Once the order has been dispatched, no amendments can be made. This includes any changes to the delivery address, ordered items, gift card messages, etc.

Please note that during the busy Christmas period (November/December) we dispatch very quickly, and even if you call or email very quickly, we may not be able to make changes to your order.

Can I cancel my order?

Once your order has been dispatched, we are unable to cancel it. If your order has yet not been dispatched, we may be able to stop the order.

Please contact our Customer Service Team who can cancel your order and issue a refund if possible.

Can I choose when my order is delivered?

Due to COVID-related delays with both Standard and Express Delivery, we are currently unable to guarantee specific delivery dates. We do have offer a calendar in the shopping cart. We will always try our best to get your hampers delivered as close as possible to the date specified.

Orders placed before 1pm on a weekday will be sent out on the same day. The Delivery Instructions area on the check out is printed on the delivery label to give further instructions to the driver to access the address (eg reception on third floor, access via back lane, apartment is above the pharmacy), not for adding your preferred date for delivery.

Can you deliver on weekends or after hours?

Our couriers are only able to deliver on business days, within usual business hours. This means that deliveries only take place Monday-Friday, and are unable to be made on public holidays or weekends.

Occasionally during busier periods such as Christmas, Christmas hampers deliveries are made on weekends to residential addresses to keep up with demand. These deliveries cannot be requested or guaranteed.

Can I pick up my purchase?

Not currently available Due to Covid-19

What if no one is available at the delivery address at the time of delivery?

The courier will leave the hamper in a safe place or if it is unsafe, will leave a card and return the hamper to the nearest post office or news agency.

Will all of my ordered items arrive together?

If your order contains multiple hampers all going to the same delivery address, it is likely that your entire order will be delivered at once.

Each hamper is sent as its own individual parcel, with its own shipping label. This means that on the rare occasion, parcels can be separated from each other in transit. In this case, usually the hampers will arrive within a day of each other.

For more information, or if the remaining hamper(s) have still not arrived after a day or two, please contact our Customer Service Team.

Do you ship internationally?

Not at this point in time, but contact our Customer Service Team to discuss.

Will the delivery driver call upon arrival?

Unfortunately, our delivery drivers are unable to call recipients prior to or upon delivery.

We do advise to check with the recipients, to see if it is safe to leave the order at the premises or whether the order should go to the local post office for collection.

Additional delivery instructions can be added at the checkout, in order to assist the delivery drivers in having the order delivered successfully. For example, you may want to tell your driver to beware of the dog, or to enter the property from a side gate.

Please note that these delivery instructions act as a guide to our drivers, and listing a phone number here will not ensure that you or your recipients are called.

How can I track my order?

Once your order is shipped from our warehouse, we will notify you by email. An email will be sent with your tracking number.

My order hasn't arrived yet. What can I do?

Please make sure you have considered the estimated delivery date or delivery window for your order. If it is still within the delivery window or is prior to the delivery date, please wait until after this time has passed before contacting us.

My order has been Returned To Sender by the courier. What happens now?

Occasionally a hamper will be returned to us for one of the following reasons:

A card was left but the recipient did not pick the package up from the post office or parcel locker.

The recipient is not known at that address or has moved.

The address details are incorrect or insufficient.

The delivery was refused.

There was no access to a secure building or complex to deliver or leave a card.

The recipient was in a hospital or hotel and has been discharged or checked out.

The courier could not contact the recipient and there was nowhere safe to leave the parcel.

Once your order arrives back at our warehouse we will inform you via email. You will have the option to have the order reshipped from our warehouse, although an applicable redelivery fee will be passed on to you to facilitate the delivery of the hamper to the same or an alternative address.

Please note that this process is subject to change at Christmas due to the volume of returns and the nature of the products being sent.

Having your order delivered safely and successfully is our courier's main priority. Once they arrive at the delivery address and no one is available, they will assess if it is secure enough to leave the parcel unattended. If it is not deemed secure, the courier will not leave the parcel at the location.

Can I redirect my order to a new address after it has been dispatched?

Once your order has been dispatched and picked up by our couriers, we are unable to guarantee that is can be redirected

If you have sent your delivery to an incorrect address, please contact our Customer Service Team as we may be able to request to have it redirected or returned to sender.

Please note that any items returned to us that require re-delivery will be subject to a redelivery fee

How do I return my purchase if I change my mind?

In the rare event that you or your recipient are not happy with the hamper or its contents, please follow these steps.

Please note, we can only refund money for hampers that a returned in the same condition it was received. We can offer a few options: Exchange for another item (Shipping charges will apply to send the replacement item) Store credit (Minus the cost of shipping of the original order, including orders for which shipping was free deducted). Refund to the original card or PayPal account used We will email you once the item has arrived back with us and the return has been processed. Please note that if you have changed your mind for an order that has left our warehouse but has not yet been delivered, it will first need to be delivered to the recipient and then returned to us as we are unable to redirect an order once it is already on the road.

The return must be received within 15 days of the original date of dispatch.

There is an item missing from my hamper. What can I do?

In the rare event that your hamper arrives with an item missing, please contact us as soon as possible with your order number. We will provide instructions on how to send through photos of the hamper exactly as it was received to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace the missing item or issue a partial refund to find the best solution to resolve the issue for you.

I received an incorrect hamper. What can I do?

In the rare event that your hamper arrives but it is not the one that you ordered, please contact us as soon as possible. We will provide instructions on how to send through photos of the hamper exactly as it was received to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace, exchange, or issue a credit or refund depending on the situation and how you wish to resolve the issue.

If it is necessary for the product to be sent back to us we will email you a return label to cover the cost of the shipping.

My order arrived damaged/faulty. What can I do?

In the event that your hamper or its contents arrive damaged or faulty, please contact us as soon as possible and send through photos of the damage to our Customer Service Team. Please include information on whether or not you will require a replacement and when this is required by.

We will happily replace, exchange, or issue a credit or refund depending on the extent of the damage and how you wish to resolve the issue.

If it is necessary for the product to be sent back to us we will email you a return label to cover the cost of the shipping.