Frequently asked Questions
FAQ’S ABOUT THE CHRISCO FAMILY
Check out the links below to see answers to your questions, If you can’t find what you are looking for simply call one of our friendly Customer Service staff on 1800 830 830 or email at firstname.lastname@example.org - we are here to help!
WHAT HOURS IS THE CHRISCO CALL CENTRE OPEN?
Our Call Centre is open from 8.00am to 4.00pm weekdays (excluding public holidays) with extended opening hours from November to January.
WHAT GUARANTEE IS THERE THAT I WILL GET THE HAMPERS I'VE PAID FOR?
Chrisco Hampers has been around for almost 40 years so we plan to be around for the long haul. We run a profitable business on very conservative lines which we believe demonstrates our commitment to service and delivery. We look forward to being around for many years to come!
HOW DO I KNOW THE PRODUCTS ARE GOOD QUALITY?
As you'll see in our catalogues, we only use the top brands you know and trust. With meat products, we work with the very best Australian meat suppliers who have an established track record for the very highest quality. Plus, our meat has a 100% guarantee - that's how sure we are that we are only providing the very best quality.
HOW DO I CALCULATE MY PAYMENTS?
Final payment for all Chrisco catalogue orders is late October. Click to use the payment calculator to estimate your weekly, fortnightly or monthly payments from a total price. Note: The calculator takes into consideration the remaining time available time from today until the final payment date.
WHAT IS MY MEMBERSHIP NUMBER AND WHY IS IT IMPORTANT?
You'll be given a Membership Number either when you place your order, or when you request a catalogue from us. If you can't find it, please Contact Us.
Your Membership Number is important because it helps us to identify you and keep your account up to date. You need to write your Membership Number on all letters and emails to us and also quote your Membership Number when you phone us.
HOW CAN I PAY FOR MY ORDER?
You can pay for your order by Direct Debit, BPay, Cheque in the frequency that best suits your budget, Weekly, Fortnightly or Monthly. For Credit Card payments, these are processed each month on the 15th of the month.
WHAT IS A DIRECT DEBIT REQUEST?
A Direct Debit Request allows a payment to be automatically deducted from your bank account. By filling out the Direct Debit Request Form (found in our catalogue or on our website), you are authorising Chrisco to debit your payments from your chosen account. At midnight on the day you have chosen (most customers use their pay day), our bank debits your account electronically. Or alternatively, call our Customer Service Team on 1800 830 830, to update over the phone.
CAN I STOP A DIRECT DEBIT PAYMENT?
Yes, if you call us by midday the working day before your payment is due, we can stop a payment (Note this means before midday Friday for a Monday payment).
WHAT HAPPENS IF I CAN’T KEEP UP MY PAYMENTS?
We understand that circumstances change and if you are not able to keep paying, please call one of our friendly Customer Service team members on 1800 830 830 or email us at email@example.com to discuss your options. See Section 3 Cancellation Policy in our General Terms and Conditions.
PAYMENTS ON PUBLIC HOLIDAYS?
Your Direct Debit payment will come out the working day prior to the Public Holiday. Please note that Chrisco is located in Sydney, therefore we observe all NSW Public Holidays. If you wish to skip a payment that would land on a Public Holiday, you will need to let us know before midday on the working day prior. Example: where a public holiday falls on a Monday, your payments will be taken out on the Friday prior, and if you needed to skip that payment, you would let us know by midday Thursday prior.
SKIPPED OR MISSED PAYMENTS?
We’ll automatically recalculate your payments, which will slightly increase your future payments so that your order is fully paid by the Final Payment Date. We reserve the right to reduce your order in proportion to your missed payments (this may result in items being removed from your order) or to cancel your order should your payments fall too far behind. If this is necessary, our Cancellation Policy will apply. See Section 3. Cancellation Policy of our Terms and Conditions at General Terms and Conditions.
WILL I BE CHARGED IF A PAYMENT DISHONOUR?
Your bank, Credit Union or Building Society may charge you a fee. Chrisco will charge you a small administration fee of $3.50 to cover charges we incur as a result of the dishonour.
WHAT HAPPENS ONCE I'VE PLACED MY ORDER?
You can expect to receive an Order Confirmation within 72 hours if you have ordered electronically, or if by Mail this may takelonger as it is sent by Australia Post. Please check all your details carefully as this is what we have on record for you. If any of the details are incorrect please Contact Us immediately and we will make the necessary changes. If you do not receive an Order Confirmation please Contact Us
CAN I CHANGE MY ORDER?
Yes, you can change your order any time until Final Payment Date, as set out throughout our Catalogues, on our website and our Order Forms. Just remember that changing your order can lead to an increase or decrease in your payments. This does not include cancellations; please refer to Section 3. Cancellation Policy of our General Terms and Conditions.
CAN I ORDER PRODUCTS AS A GIFT FOR SOMEONE ELSE?
Yes. You'll need to place your online gift order separately from your own order. When you do, simply let us know that it's a gift and during the checkout process we will request the gift delivery address. We won't write to the recipient so it will remain a surprise. You will need to make them aware of the delivery date. We will send you a Delivery or Pick Up Advice in September detailing the Order and Delivery Date.
CAN I ORDER AT ANYTIME DURING THE YEAR?
Yes. We take orders up until the Final Payment Date, as set out throughout our Catalogues, on our website and our Order Forms. Remember, the earlier you order the more weeks you have to pay and therefore the lower the weekly payments.
WHERE DO YOU DELIVER TO AND WHEN WILL THEY ARRIVE?
All deliveries are made from November to mid-December with the exception of Back to School hampers which will be delivered late January. We'll send you a letter stating your delivery date or date range. Due to the nature of frozen goods, customers must be home to accept delivery on the day advised or make arrangements with friends or neighbours to accept it for you. We recommend you put frozen hampers into the freezer as soon as you receive them.
We use three different methods of delivery to ensure your hampers arrive on time. These include:
Your hamper orders will arrive between 7am and 7pm on your scheduled delivery date. Unfortunately, we cannot provide you with a specific time. If you are not home, a 'calling card' will be left advising you of whom to contact to arrange re-delivery. An additional charge may apply for re-delivery.
- Australia Post Deliveries
Your delivery may be made by Australia Post between the delivery date ranges provided. If you are not at home, a 'calling card' will be left and you will be required to collect your order from the nominated post office.
For more information on Delivery see Section 7. Delivery, Processing, Packaging and Administration of our General Terms and Conditions.
WHAT HAPPENS IF I CHANGE ADDRESS?
If you change your address, simply Contact Us to let us know as soon as possible. If a delivery address is changed after the Final Order, Change Order, and Final Payment Date, as set out throughout our Catalogues, on our website and on our Order Forms, Chrisco may charge an administration fee.
HOW DO CHRISCO HAMPERS PRICES COMPARE WITH RETAILERS?
The price you pay includes the cost of collecting your payments (charged to us by our bank), special packing, delivery, GST and is fixed for the year. We do charge a bit more than some retailers because of all the extra costs involved, but thousands of existing customers think that Chrisco Hampers is still great value for money and so convenient! There'll be no more tackling huge Christmas shopping centre crowds or carrying shopping home (with kids in toe), plus you'll have extra money at Christmas time because you've paid for your Chrisco Hampers in advance.
HOW CAN I KEEP UP TO DATE WITH WHAT’S HAPPENING?
Follow us on Instagram and Facebook or feel free to contact one of our friendly Customer Service Team at any time on 1800 830 830 or by email at firstname.lastname@example.org
WOULD YOU LIKE TO PROVIDE US FEEDBACK ON OUR SITE OR ASK A SPECIFIC QUESTION?
Click here to email one of our Customer Service team members, or you can phone us on 1800 830 830.
WHERE CAN I FIND YOUR FULL TERMS AND CONDITIONS?
Our Terms and Conditions are found in the Order form section of any of our Catalogues, and an electronic version is located on our website. Click Here for our full Terms and Conditions.
We wish to reassure you that Chrisco remains open for business and is ready to support and serve you.
At times like this it’s so important that we all look after each other, follow the government’s instructions and look forward to happier times ahead (like Christmas!)
If you have specific questions about your order please call on 1800 830 830 or email email@example.com or Facebook Message us and will be able to help you.
As the situation around COVID-19 continues to evolve, we are monitoring all official information and following the recommendations of authorities. In this way, we can help to ensure the health and wellbeing of our Chrisco family, including customers, suppliers and staff.
WHAT ARE THE CHRISCO CALL CENTRE HOURS DURING COVID?
Our online and call centre operations remain OPEN. We are back to our regular hours (pre-Covid), therefore our Call Centre is open from 7.00am to 5.00pm (AEST) weekdays (excluding public holidays) with extended opening hours from November to February.
Of course, you can still contact us or place your order via these methods too - Facebook Messenger, online, fax or by Australia Post. See details here: https://www.chrisco.com.au/ContactUs/
IF MY PRODUCT IS UNAVAILABLE WHAT HAPPENS?
Substitutions of goods - Merchandise; Where a product you have ordered has been discontinued or is no longer available to purchase from our suppliers, Chrisco has the right to make substitutions with a similar product(s) of equal or greater value. If this were to happen, Chrisco will notify you. You will then have the right to cancel the agreement and obtain a full refund of the payments you have already made. Our Cancellation Policy will not apply.
WHAT IF CHRISCO NEEDS TO SUBSTITUTE PRODUCTS IN HAMPERS?
Substitutions of goods – Hampers; Chrisco has the right to make substitutions of any goods for similar products of equal or greater value. If Chrisco substitutes more than 20% of the value of goods in the hamper in this way, Chrisco will notify you. You will then have the right to cancel the agreement and obtain a full refund of the payments you have already made. Our Cancellation Policy will not apply.
HOW WILL YOU KEEP ME UPDATED?
Be sure to keep us informed of your current contact details. We will send correspondence as required.
WHAT STEPS AND PRE-CAUTIONS IS CHRISCO TAKING?
Chrisco is working very closely with our suppliers (including meat supplies) as we care about the wellbeing of our people and community, including the safety and wellbeing of our customers.
We have been in contact with our suppliers and they have advised us that they have implemented a coordinated response to the COVID-19 to manage the impact of the Coronavirus outbreak and take every precaution to protect their employees, contractors, and customers.
WHAT HAPPENS IF WE ARE ALL IN LOCK DOWN WHEN IT IS TIME FOR MY DELIVERY?
We will continue to monitor the situation closely and Chrisco will follow any updated procedures required by the Australian Government that may impact and work with everyone involved to arrange workable solutions.