All of your questions answered
And if they aren't, please feel free to contact us!
When will my Hamper be delivered?
At checkout, we’ll offer you a selection of available delivery windows. We will do everything we can to get the product to you within that window.
We use our own drivers and reliable couriers who will hand deliver the product to you. During busy periods deliveries may take a little longer. And occasionally our mission gets interrupted by external factors such as traffic and travel diversions - for this we are very sorry! Tech updates to systems or force major events, such as extreme weather conditions, may mean that delivery times need to be extended. We will of course let you know if there are any delays.
We plan the delivery routes the day before, so if you’d like a slightly more accurate delivery window, then please give us a call then. If you need the products at a specific time, do tell us. We will always do our best to deliver at the best time for you. But we map our routes to the most efficient direction of addresses (better for the planet!) so we can’t always meet these demands. If you must have your order before a certain time, we can send it with a private courier for an extra fee- the rate they charge will be charged to you upon your confirmation.
Please be aware that delivery may be earlier than your preferred delivery window. But most products are the perfect size to pop into the fridge until needed!
Can I change my delivery address?
Give us a call! We can amend addresses for deliveries up to 24 hours before delivery, and sometimes even later. However, deadlines for delivery addresses for guaranteed delivery is strictly 72 hours before we start making product. If we receive addresses outside of this window, agreed deliveries are not guaranteed.
Do I need to be in to accept my delivery?
Yes, the customer needs to be readily available to receive the product. If the courier needs to park and pay in order to deliver, PIQUE will charge these costs to the client.
What is your policy if there is no one to receive the product?
Delivery will be attempted by the driver. If no one is in, the package will be left in a safe place. Failing that, delivery will be attempted to a neighbour. This is because fresh food cannot be couriered back to HQ. PIQUE is not responsible for the product once left in a safe place or with a neighbour.
Also, do make sure you refrigerate your products ASAP for the best quality.
What if my purchase is a gift?
The above still applies - be sure to let someone know that a surprise is being delivered!
What if my purchase was a corporate order?
Someone will need to be in to receive your order.
Please note: PIQUE do not handle logistics of external couriers for multi-delivery/bulk orders. We are more than happy to recommend a courier service to you (such as apc/absolutely couriers) but we ask the client to handle delivery logistics including collection from our HQ In Greater London (SW11).
In exceptional circumstances, we can organise the collection of products from our HQ, and communicate the delivery addresses to a preferred courier provider. In these cases we simply charge the flat delivery fees to our client via invoice.
Details on UK Nationwide overnight delivery
For our overnight delivery products please note that you are choosing your preferred delivery date at checkout, and this isn’t guaranteed. PIQUE does not deal with delivery logistics for overnight deliveries, therefore once our products leave our HQ if any issues or problems occur, it’s the customers responsibility to resolve directly with the courier.
Please note that within the overnight parcels industry it is an accepted business risk that a very small percentage of consignments fail, incidents of late delivery and misroutes (via a third party) are more common than those of a same day courier service especially those that are of a time-critical nature. It is not PIQUE’S responsibility to ensure that parcels arrive on time. Our delivery packaging guarantees items will remain food safe for 24 hours (our strongly recommended shipment window).
I missed my delivery, and now the food is spoiled - what can I do?
PIQUE cannot accept liability for products spoiled due to missed deliveries or deliveries rescheduled outside of the 24 hour shipment window. This also includes missed deliveries for customers who have ordered delivery to their place of work, but have not stayed long enough to accept the deliveries that have been attempted in the evenings. Customers are strongly advised to be present for deliveries as a signature is required upon acceptance of the package .
PIQUE are more than happy to provide replacements for any products, which are chargeable.
What if something goes wrong with my corporate courier?
We’re sorry that happened. Unfortunately, in these cases, the shipping/courier company is a separate entity from PIQUE and the responsibility of the (often fragile) products ends with PIQUE from the point of collection. PIQUE do not charge clients for tracking, logistic enquiries or resolving delivery issues during and after delivery period. For any problems related to shipping and lost/stolen/missed/damaged deliveries, PIQUE can provide clients with courier contact details. Once our products leave our HQ if any issues or problems occur, it’s the clients responsibility to resolve directly with the courier.
If a client requests a full or partial refund due to any delivery issues, this needs to be taken up directly with the courier company.
Amanda B, Vegetarian picnic delivery for 2