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Frequently Asked Questions

Account

  • Do I need to set up an account to place an order with Humphreys of Henley?
  • What payment methods do you accept?
  • Is it safe to use my credit card online with Humphreys of Henley?
  • Do I need to re-enter my credit card details when I add a new address? If so, why?
  • How can I remove saved credit card details from the Humphreys of Henley website?
  • Is my personal information kept private?
  • What are cookies? Should I be worried about them?
  • What is a wish list/my bar?
  • How do I create one?
  • Can I share my wish list

Orders

  • Do you deliver to PO Box addresses?
  • Do you deliver overseas?
  • Do I have to pay duties or taxes?
  • How will I know if an item is out of stock?
  • Can you send items in one order to more than one address?
  • How soon can I get my order?
  • How much will it cost to deliver?
  • Do you offer same day delivery?
  • What packaging will my order be delivered in?
  • Can I get a product engraved?
  • What happens if my engraving is incorrect?
  • Can I write my own personal message?
  • Is my parcel insured?
  • What if my parcel is damaged?
  • What if I've received the wrong goods?
  • What if my parcel is lost in the post?
  • Can you leave my parcel with a neighbour?
  • Can I change my delivery address after my order has been dispatched?
  • Can I add items to an existing order?
  • How will I know you've received my order and when will you take my payment?
  • Can I track my order?
  • Can I return items? How?
  • Can I exchange items? How?
  • Will I be refunded the full value of my order?

 

Corporate Gifting

  • I'm placing a large corporate gift order. How can I get help?
  • Do you offer discounts on corporate gift orders?
  • Do you charge VAT on corporate gift orders?

 

Miscellaneous

  • How can I contact Humphreys of Henley?
  • If I'm ordering a gift, can the recipient contact Humphreys of Henley directly to deal with any issues?

 

Account

Question: Do I need to set up an account to place an order with Humphreys of Henley?
Answer: No. Setting up an account makes your experience more informative, quicker and easier next time you shop. But you can also place your order as a guest user without setting an account up.
Question: What payment methods do you accept?
Answer: You can pay online or by telephone using any Visa, MasterCard, American Express or Maestro debit or credit card. We do accept cheques for orders by telephone and will dispatch your product when the cheque has cleared.
Question: Is it safe to use my credit card online with Humphreys of Henley?
Answer: Yes. Humphreys of Henley is committed to protecting your security and privacy. We know that when you shop online, you want to know that your name, address, credit card details and other personal information is kept safe and secure, and we are compliant to the Payment Card Industry Data Security Standard (PCI DSS) Certification.
Question: Do I need to re-enter my credit card details when I add a new address? If so, why?
Answer: Yes. This protects you if someone guesses your password and tries to place an order using your account, they will be unable to do so to any address other than those you have already saved. We hope you understand that this is a valuable precaution designed to protect your personal information
Question: How can I remove saved credit card details from the Humphreys of Henley website?
Answer: You can remove saved credit cards details by simply logging into your account and clicking the ‘remove’ link next to the relevant card entry.
Question: Is my personal information kept private?
Answer: Please be assured that your personal information is kept private and confidential and at no point is it rented or sold to third parties. To register at Humphreys of Henley, we will need to know your name, mailing address, email address and date of birth. In certain cases we might share your personal information with certain other third parties who partner with Humphreys of Henley, but only when they offer adequate protection for your information. Please note that Humphreys of Henley may use your contact details to inform you of product updates as well as lifestyle inspiration. If you would prefer not to receive these updates, you can unsubscribe in your email preferences. When processing your order online we require your billing address, shipping address, telephone number, credit card number and expiration date. If necessary, these details may be shared with a credit reference agency to verify your order. For more information, read our Privacy Policy.
Question: What are cookies? Should I be worried about them?
Answer: Cookies are small files which are stored on a user's computer or device. They are designed to hold a modest amount of data specific to a particular client and website, and can be accessed either by the web server or the client computer. This allows the server to deliver a page tailored to a particular user, or the page itself can contain some script which is aware of the data in the cookie and so is able to carry information from one visit to the website through to the return visit. The use of cookies is common practice for any website and helps save you time by recommending products and content based on your interests. For more information on cookies and how to disable them, read our Privacy and Cookies Policy.
Question: What is a wish list?
Answer: A wish list is a list of items that interest you for purchase at a later date. You can organise items on your wish list into sub-lists, share it with friends and shop for items on the list whenever you like. You can also search for and access your friends’ wish lists to buy them the perfect spirits gift for a special occasion. And, if you’d like, your friends can also search for your wish list, so it’s worth having one! Question: How do I create a wish list? Answer: To create a wish list, you’ll need to set up an account with Humphreys of Henley and log into it. When browsing products, simply tick the 'add to wish list' option. You can also see your wish list by clicking on the left hand navigation bar.
Question: Can I share my wish list?
Answer: Yes. You can choose to share your wish list with others by making it public and letting them search for it using your email address.

Orders

Question: Do you deliver to PO Box addresses?
Answer: No, we do not deliver to PO Box addresses.
Question: Do you deliver overseas?
Answer: Yes. We are able to deliver to all countries and we will make all of the necessary shipping arrangements to ensure that your purchase arrives in perfect condition
Question: Do I have to pay duties or taxes?
Answer: All duties and taxes will be shown on the purchase summary page and will therefore be included in the price of your purchase.
Question: How will I know if an item is out of stock?
Answer: in most cases you will see on the products page if an item is out of stock and more importantly, when it will be back in stock. Alternatively we may have to let you know during checkout. You can still include the item in your order and we’ll make sure we get it in stock as soon as we can.
Question: Can you send items in one order to more than one address?
Answer: Yes. We can deliver items in one order to different addresses.
Question: How soon can I get my order?
Answer: Our standard delivery is 3-5 working days. Our next day delivery is 1-2 working days depending on when your order is placed. If you ask for your order to be delivered on a specific date, it will arrive on that date at an extra charge. Please note that our delivery dates may be affected by public holidays and some geographic locations. Orders placed before 4 p.m. GMT will be dispatched on the same day.
Question: How much will it cost to deliver?
Answer: Delivery is free on all orders over £50 and the details of our delivery charges are listed on our deliveries page if you have questions about delivery times. Orders placed before 4 p.m. GMT will be dispatched on the same business day.
Question: Do you offer same day delivery?
Answer: No. At the moment, we don't offer same day delivery. Our express delivery is 1-2 working days. Our standard delivery is 3-4 working days.
Question: What packaging will my order be delivered in?
Answer: Your order will be packaged in a luxurious Humphreys of Henley box and delivered securely via an approved shipping case. Please visit our packaging page here.
Question: Can I get a product engraved?
Answer: Yes. Engravings are available for some of the products, for example many of the wooden and glass products. All of the products for which engraving is available are indicated and offer the choice for you to choose your wording.
Question: What happens if my engraving is incorrect?
Answer: We’ll always engrave the exact message you type in the box given at checkout. If you think we’ve made a mistake, please call our customer service at customercare@humphreysofhenley.co.uk
Question: Can I write my own personal message?
Answer: Yes. If you are purchasing a gift for someone, you can add a personalized message by ticking the gift card box at checkout, then typing in your message. If you are sending multiple products to one person, tick the gift card box next to one of the products in the order and one gift card will be included in the delivery. If you write a gift card for each of the products in the order, then the recipient will receive multiple gift cards (which is charming, but one is probably enough).
Question: Is my parcel insured?
Answer: Yes. Your parcel is covered by insurance up to the point that we deliver it to you. The liability for the product during a return may lie with you if the product is returned purely for personal reasons.
Question: What if my parcel is damaged?
Answer: If possible, please check the condition of your parcel before you sign for it. If it’s at all damaged, don’t sign for it but hand it back to the courier to return to us. If you only discover that your parcel is damaged after you’ve signed for it, please call our customer service at humphreysofhenley.co.uk or 01491 611183
Question: What if I've received the wrong goods?
Answer: Please contact our customer service at humphreysofhenley.co.uk or call 01491 611183
Question: Can you leave my delivery with a neighbour?
Answer: Yes. If you provide specific information on the delivery section of the page then we will follow your instructions.
Question: Can I change my delivery address after my order has been dispatched?
Answer: It depends how soon you change it after you have placed your order. In every case we will do our best to make the changes but we are subject to the delivery processes, so we will work with you to find the best solution. Please contact customercare@humphreysofhenley.co.uk or call 01491 611183
Question: Can I add items to an existing order?
Answer: No, not usually. Once you’ve placed your order, we’ll process and dispatch it as quickly as we can. In most cases, this happens the same day. If you want to add items, please place a new order.
Question: How will I know you've received my order and when will you take my payment?
Answer: You will get an e-mail confirming that we've received your order. We will charge your debit or credit card when your order is shipped out to you.
Question: Can I track my order?
Answer: Yes, once your order ships you will receive a confirmation email with a link to your tracking number. This link will also be available in the Order History section of your account.
Question: Can I return items? How?
Answer: Yes. Please contact us at customercare@humphreysofhenley.co.uk or call 01491 611183. Please note that we cannot refund correctly engraved products. We request that you return the item within 30 days from the date of delivery.
Question: Can I exchange items? How?
Answer: No you may not exchange an item. You may return an item for a refund and then place a new order online or through our customer service representatives.
Question: Will I be refunded the full value of my order?
Answer: Yes, you will be refunded the full value of your order including shipping costs if returned within 30 days of delivery.
Question: How long will it take to get my refund?
Answer: We typically process a return within two weeks.

Corporate Gifting

Question: I'm placing a large corporate gift order. How can I get help?
Answer: For guidance on packaging, recommended gifts and corporate discounts, please call our customer service at 01491 611183 or email info@humphreysofhenley.co.uk
Question: Do you offer discounts on corporate gift orders?
Answer: We are happy to discuss options with you on corporate gift orders. Please contact our customer representatives directly, and they will calculate any discount based on the quantity ordered. Please call our customer service on 01491 611183 or email info@humphreysofhenley.co.uk
Question: Do you charge VAT on corporate gift orders?
Answer: If you provide us with a valid VAT registration number for your company at the time of ordering, we are happy to process the order without a VAT charge.

Legal

Question: How can I contact Humphreys of Henley?
Answer: Please call our customer service on 01491 611183 or email info@humphreysofhenley.co.uk. You may also write to us at address: 35 Reading Road, Henley on Thames, Oxfordshire. RG91AB
Question: If I’m ordering a gift, can the recipient contact Humphreys of Henley directly with questions related to the gift, delivery, returns and refunds? Answer: Yes, please be aware the recipient will need the order number or the name and address of the purchaser to make inquiries. Refunds will be given to the purchaser, not the recipient.

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