Frequently Asked Questions: Delivery

Where do you deliver to?

We are currently able to offer delivery throughout mainland England, Wales and Scotland including the Highlands and Islands (both at a surcharge, see below). Delivery to the Isle of Wight is also available at a surcharge. Delivery services to Northern Ireland and Eire are more limited and need to be quoted individually so please give us a call for advice.

How do you organise delivery?

We are above all flexible and willing to take into account your situation to ensure your order gets to you in good time and without you having to take a day off work to wait for it! The normal procedure for delivery is as follows:

• Deliveries are usually made via third-party courier on a next-working-day basis. Deliveries are during office hours.
• Orders placed before 2 pm will normally be shipped that day for delivery the following working day unless you request otherwise.
• You will be advised on the evening of the day when your order is shipped or the following morning.
• To avoid orders sitting in the courier's depot over the weekend, we do not ship orders on Fridays.
• Although in the large majority of cases we can achieve next-day delivery for orders placed before 2 pm, this is not a guaranteed service and delivery may take slightly longer in some cases. Although it is extremely rare that your order take more than a few days to reach you, please allow up to 7 days and please note that we do not provide a money-back guarantee for the next-day service.
• Some smaller orders may be sent via Royal Mail and may take a few days to arrive.
• For example: (A) Goods ordered 11 am Thursday, shipped same day, delivered Friday. (B) Goods ordered 3 pm Friday, shipped Monday, delivered Tuesday. Please call us if you absolutely require next-day service and we will do our best to help.

Which courier do you use? How can I track my order?

Our delivery partners are Eagle Express Couriers. If you are located near to Guildford, you can expect delivery to be made personally by them. If you are further afield, your delivery will be made by a third-party courier. In all cases, you may track your shipment here using the consignment number provided in your order fulfillment email.

Trade customers please note that large deliveries may be made by Palletforce.

How much does delivery cost?

We are pleased to offer delivery for web customers at a flat rate of £4.99 for any size order to the vast majority of UK postcodes.

However, delivery to a small number of remote areas carries a premium and as such a surcharge will be payable by the customer. The amount of the surcharge (payable in addition to the standard £4.99) is as follows:

Scottish Highlands (see postcodes below) and Islands: £8.00.
Isle of Wight: £6.00

Postcodes in Northern Scotland that are liable to the surcharge are: AB31 to AB38, AB40 to AB56, IV1 to IV28, IV30 to IV32, IV36 & IV40, IV52 to IV54, IV63, KW1 to KW14, PA21 to PA38, PH4 to PH41, PH49 and PH50.

How flexible is delivery time/date/location?

We can be very flexible in terms of specific day and delivery address. We are happy to deliver to your work address (or another address) if this is an option. Also, we can arrange delivery for a precise day if required. Unfortunately, delivery has to be during normal office hours and evening or Saturday delivery is not possible. We are also unable to specify fixed times or 'time slots' for deliveries. Please let us know should you have any special requirements by phone, email, or by filling in the 'Special Delivery Instructions' box on the 'Checkout' page and we will do our very best to help.

My address is hard to find - can I give special instructions?

Yes. On the 'Checkout' page there is space for you to fill in any special advise to the courier, such as 'Flat is on top floor', 'Large house at end of dead end', 'Ring bell to enter driveway', or '1/2 mile off A454 past the Dog and Duck'.

Is it necessary for somebody to be present to accept the delivery?

In the majority of cases, in order to avoid fraudulent claims, the courier will require a signature on delivery of your order and therefore somebody will need to be in to receive it. You are free to ask us to instruct the courier to leave your package in a location that you believe to be secure, but in this case you assume the risk involved in specifying that a signature is not required and we will not be able to entertain claims for non-delivery.

May I specify any special delivery instructions?

Yes. Our courier is very flexible and we can instruct them to leave your order with a neighbour or other secure place where a signature can be obtained. If access to your property is difficult or unusual, you may also specify how they should enter. A box is provided for you to specify these instructions when completing your order.

What will happen if there is nobody available to accept delivery?

As with the majority of courier companies, Businesspost will leave a card with instructions for contacting them to arrange for redelivery. In many cases, if you contact them the same day, they may be able to attempt redelivery later that day.

If your order is not successfully delivered within 5 days of the original due date, it will be returned to us at our cost. As such, we regret that in these cases we will have to pass on the £5 charge, plus another £4.99 for redelivery.

What about items that would normally be kept in the fridge?

Our cheeses and meats all have at least some curation and are thus able to be transported in unrefrigerated conditions without going bad. Under these circumstances, customers should be sure that they are able to receive delivery on the first attempt. Unfortunately, we cannot accept responsibility for degradation of such products that were unable to be delivered at the first attempt due to the customer being absent. If you are not sure that you will be available to accept delivery, consider contacting us to schedule delivery for a specific day, or preferably, have the goods delivered to your work address. Please note that orders placed on Friday containing refrigerated products will be shipped on Monday.

Will you give me my money back if my order does not get to me the following day or if the courier calls when I am not in?

Unfortunately, as we do not make deliveries ourselves, we are reliant on a courier to get your goods to you. Getting a parcel across the country in 24 hours is not always easy and things can sometimes go wrong. Although we are normally able to achieve a very fast delivery, we cannot guarantee that your order will be with you within a specific timeframe and predicted delivery dates times are estimates only. Although you have the right to cancel should your order miss any deadline you might have, we won't be able to refund the shipping cost and you will have to pay for the goods to be brought back to us before a refund is issued (limited expiry products excluded).

* Terms and Conditions apply. See above for details.

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