Help & FAQ
Need to check whether we delivery to your desired location? Wondering how our personalisation process works? Maybe you're wondering how to go about using a promo code?
FAQ
Do I need an account
You don't need an account to make an order with us. The option to checkout as a guest is available to you. Having an account, however, allows you to keep all your addresses stored for those birthdays, anniversaries and more, as well as an order history of what you've previously purchased.
To set up an account with us, click the 'login' button at the top right of the page and then, on the customer login screen click 'New Customer? Sign Up':
Are your gifts eco friendly?
The packing peanuts we use are a product called "EcoFlo". It is made from starch and is odourless and dust-free. It resembles polystyrene except that it is biodegradable, compostable, reusable, disposable, renewable and repulpable.
How will the hamper be packed when it arrives?
All our hampers are packed by hand and presented in a basket, presentation box or gift bag, which is then packed into an outer box to protect it during transit. Each hamper will have a stock code printed on the top right-hand end of the outer box.
Shipping questions
What happens if the recipient is not in when the item is delivered?
Our courier will attempt to deliver twice. If they are unable to successfully deliver the hamper will be returned to us. It can be reshipped, but a delivery charge will need to be paid. Therefore, it's important to leave a contact telephone number and email address to get updates and contact from the courier.
Why can’t I get fresh food hamper delivered on a Monday?
Our courier only delivers between Monday and Friday. If we were to despatch a fresh food hamper on a Friday, it runs the risk of arriving to you spoiled.
This is the reason we hold fresh food hampers orders received after 3 pm on a Friday (or the previous working day in the case of a bank holiday) and then despatch the next working day.
Do you ship outside of the UK?
Sadly, we do not currently ship outside of the UK
Ordering questions
Can I add my own branding to hampers?
Ifyou’replacing a large corporate order, you can add some branded products.You'llneed to make us aware of this and ensure that your goods arrive to us no less than two weeks before your delivery date. Please contact our Customer Service team for more information.
I’ve put the wrong address on my order. Can I amend it?
As long asit is before 1 pm on a working day prior to your delivery date, we will be able to make amendments for you. Just contact our Customer Service team via Email, Live Chat or Telephone and they can help you out.
Can you help me choose the right gift?
Our site comes with a gift finder which will help you narrow down our range and find the perfect gift to give:
You can find the gift finder by scrolling down any page.
Still Need Help?
Contact Us
If you still need support you can contact our friendly Customer Service team:
Email: hello@thorntonandfrance.com
Telephone: +44 (0) 870 011 067
You can also complete this contact form and a member of our Customer Service team will get back in touch with you: