/FREQUENTLY ASKED QUESTIONS
FREQUENTLY ASKED QUESTIONS 2017-09-25T02:48:09+00:00

Who are we and what we do?

We offer an exquisite range of gift hampers ranging from pamper hampers, baby gifts, gourmet food hampers, wine for business, events and consumers.  The majority of our business comes from small, medium and large corporate clients who trust the quality and presentation of our gift hampers and can be assured that their clients and staff are left in no doubt how much they value them.  We understand that a gift demonstrates how much you appreciate a client’s business or staff’s contribution, and how it directly impacts on your companies’ image and continued success.

 

What are our trading Hours?

Whilst we are an online store, please note that we have regular office hours 9:00am – 4:00pm Monday – Friday. This means that orders placed on our online store will be received and handled by our office staff during those hours. Please ensure that you include a contact number during those hours just in case we need to contact you regarding your gift delivery.  If you need to visit any of our offices, can you please make an appointment before arriving, if you need a made to order for your gift giving needs, our staff are happy to help you during that appointment, however, gifts may not be available immediately.

FREQUENTLY ASKED QUESTIONS 2017-09-19T17:05:33+00:00

All orders are to be paid with PayPal which accepts Visa/Mastercard, American Express and Diners Card and you don’t need a PayPal account or direct deposit into our bank account.If you are paying us via direct deposit your gift will be sent once the funds have cleared in our bank account. A credit account may be opened by corporate clients, subject to trade references and application approval, on the strict condition that payment is made within 14 days from date of invoice. Please contact us for more information.

In the unlikely event that an incorrect price is shown on our website, Twisted Ribbon reserves the right to abstain from fulfilling the order at that price. The customer will be notified by email informing them of the correct price, and given the choice to proceed with the order.

Orders can be made online, by calling us on 03 93310346 or by email [email protected]. Once your order has been placed, an order confirmation will be sent to your inbox via email.

Whilst we are an online store, please note that we have regular office hours 9:00am – 4:00pm Monday – Friday. This means that orders placed on our online store will be received and handled by our office staff during those hours. Please ensure that you include a contact number during those hours just in case we need to contact you regarding your gift delivery

Please note, deliveries are made between 9pm and 4pm.  Go to the Delivery information page for clarification on costs and when a gift can be delivered.  If you need an urgent delivery in the Melbourne Metro areas only, you can pay and express fee of $25.00 and we can deliver ASAP for you.  Otherwise it will be delivered the next business day.  We cannot guarantee a delivery day and time, however we will do our best to accommodate your requirements.
There is no Saturday, Sunday/or Public Holiday delivery anywhere in Australia.

When ordering your gift basket, please consider the recipient’s movements on the day,  Our courier will leave the parcel at the recipients address if deemed safe to do so.  Otherwise, a calling card will be left and the hamper will be returned to the dispatch center. it is then up to the recipient to arrange a suitable delivery time with the courier.

Please check your delivery information carefully. Incorrect information can lead to your order being delayed or if your gift is returned and needs to be re-directed or re-delivered, you will incur additional delivery fees and can take a further 24 to 48 hours on top of normal delivery times. If you have given the incorrect information and you have asked our team to leave at the door, we will not be able to recover the item and a new order will need to be placed incurring full replacement costs. If you can find out your recipient’s address at work during business hours, this will avoid having to leave at the door, and remember during summer it can be very hot, so delivering your gift to an air conditioned office would be the perfect place.

NB: A note for our customers ordering from overseas: Australia is a very large country. If you’re not sure how long a gift will take or which category it falls into for delivery, please contact our customer service: [email protected] to give assistance.

You can either order online or download our corporate order form, under “Corporate Gift Giving“.  Once filled in and submitted via email you will be able to pay with your credit card by calling our team on 03 93310346 or send us the funds via EFT

Twisted Ribbon uses quality products only, we also reserve the right to substitute products that may be unavailable or out of stock, but guarantees the replacement item will be to equal or greater value than the original item. We do this to ensure your delivery is not delayed and will arrive in time to be enjoyed.

All our gifts are made to order, we do not pre-make any of the gift baskets. This means you can change the bottle of wine in the gift to suit your recipients taste or you can add extras like chocolates, more wine or beer or extra nibbles. Our team will package it up in a gift arrangement in a bigger basket or box to fit all the goodies in,. Our team have been creating gifts for many years, so we try to arrange the gift baskets with care.  You are also able to “Create your own” hamper to ensure all the items in the gift are to the recipients liking.

Definitely! Before proceeding to checkout, you will be asked whether you would like a personalised message in the gift card.

Twisted Ribbon will send you an automatic email confirming your order as soon as it has been placed. This email will also include a receipt of your order.

If you would like to know whether your hamper has been delivered, please send us an email, we are always happy to assist.  We can also provide you with a tracking number which will allow you to track your order.

Twisted Ribbon welcomes all feedback, in the unlikely event that you have a complaint, please contact us in writing via email to [email protected]. Please understand that we are unable to fix anything that has gone wrong if we don’t know about it, this feedback helps our business to become better for you and all future customers. Any comments or issues you have will be taken very seriously and treated in the strictest confidence and dealt with immediately. We will acknowledge your complaint within 48 hours and give you a timescale for resolving your complaint and keep you informed of progress.

Orders can only be cancelled if notice is received at a minimum of 48 hours prior to the scheduled delivery date. Orders that have already been prepared, dispatched or are in transit cannot be cancelled or refunded. Cancellations must be made in writing via email to [email protected].

Please be assured that your hamper will leave our premises in perfect condition. That is our guarantee to you. If you receive an item that is damaged please contact Twisted Ribbon within 48 hours of delivery.  For any other questions about your order please email us at [email protected] or call 03 93310346.

Please click link below to view our policies.

Cancellation/Returns/Refunds Policy

Twisted Ribbon does not store your private or personal information once orders are placed. When ordering online with Paypal, we don’t see or have access to any credit card details or account numbers. For any phone orders or email orders, credit card or account details are destroyed once payment has been approved. These procedures are in adherence to the Privacy Act Laws.

Liquor must be delivered to a person aged 18 or over. The licensee will ensure delivery arrangements are made, including requiring evidence of age where appropriate.

The information contained on the website is provided by Twisted Ribbon in good faith. To the best of Twisted Ribbon’s knowledge, the information is accurate and current. However, Twisted Ribbon’s employees do not make any representation or warranty as to the accuracy or completeness of the information.

Christmas is a very busy period. The normal time frames do NOT apply. Please allow 2-3 days for shipping of orders placed on the site. You must then allow delivery times on top of this. Our team is handling 10 times the amount of gifts so you’re early ordering and patience is greatly appreciated, as we are working around the clock.

NB: WE CANNOT GUARANTEE DELIVERY BEFORE CHRISTMAS DAY FOR ANY ORDERS RECEIVED AFTER THE 15th DECEMBER.

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