Delivered to your Door? Sin Problema...
Here's a quick summary of the most relevant delivery information. If you prefer reading legal jargon to easy-to-understand, plain English, then you can always click here to read the Terms and Conditions.
Delivery. Where and How Much?
Most UK customers can choose next-working day delivery by DPD with a 1-hour predicted time slot which will be sent to your mobile via text message. This service costs £5.99 for up to 20 Kg*.
Check the table below for a list of delivery and postage charges for different size orders and for different destinations outside the UK mainland:
||UK Mainland Next-Working-Day Courier
|All mainland postcodes in England, Wales and Scotland
||Next working day
1-hour delivery slots advised by SMS.
Some areas in Northern Scotland may take up to 3 days.
|£5.99 to 20 Kg
||UK Off-Mainland Courier
||Scottish Islands, Northern Ireland, Isle of Wight, Scilly Isles, Isle of Man & Channel Islands
||1-3 working days
||£22.99 to 10 Kg
||1st Class Post
No Signature Required
|All UK postcodes
||1-2 working days
Maximum Weight 1 Kg
||UK Mainland Pallet
||England, Wales and Scotland (Mainland Only)
||Next working day
||£60 per pallet (Maximum 800 kg)
||UK Mainland Refrigerated Pallet
||England, Wales and Scotland (Mainland Only)
||Next working day
||£90 per pallet (Maximum 600 kg)
||Europe Road Service
||Republic of Ireland, Netherlands, Luxembourg, Belgium, France (including monaco), Germany
||3-4 working days
||£14.99 for each box up to 25 Kg
*Please note that delivery service timescales are a guide only, and not guaranteed. The courier's don't offer that sort of guarantee.
Delivery Procedures and Timescales
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:
- 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 by email on the evening of the day when your order is shipped.
- UK mainland deliveries are made via third-party courier on a next-working-day basis. Deliveries are during office hours. You will receive an SMS on the morning of your delivery with an estimated 1-hour timeslot (mobile number required).
- To avoid orders sitting in the courier's depot over the weekend, we do not ship orders on Fridays or weekends.
- 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.
- For example: (A) Goods ordered 11 am Thursday, shipped same day, delivered Friday. (B) Goods ordered after 2pm Thursday, shipped Monday, delivered Tuesday. (C) Goods ordered Friday, Saturday or Sunday, shipped Monday, delivered Tuesday. Please call us if you absolutely require next-day service and we can offer premium guaranteed services at additional cost.
Our delivery partners depend on your location and the delivery option you select at the checkout. When your order is despatched, we will send you confirmation of the courier/delivery partner along with a link to track your consignment.
We can be very flexible in terms of specific day of despatch and delivery address. We are happy to deliver to your work address (or another address) if this is an option. Unfortunately, delivery has to be during normal office hours and evening or Saturday delivery is not possible. Whilst the courier will estimate a 2-hour timeslot for your delivery, please note that they cannot absolutely guarantee that this will be acheived. 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.
More Delivery FAQs
Why do you charge more to deliver to some areas within the UK? Isn't that discrimination?
We realise that it seems unfair to charge extra to deliver to some of the more remote parts of the UK, but unfortunately our courier imposes a surcharge for these areas and there is nothing we can realistically do to change this. We only ever pass on an amount equal to the extra that we are charged and in many cases we absorb some of the extra charge in order to be able to offer you cheaper delivery. We do NOT make profit on these courier surcharges. If you feel that you would like to complain about remote area surcharges, please take up the matter directly with DPD who will readily explain their reasons for these higher charges.
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, or to choose a non-signature required service (like Royal Mail), 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, the courier will leave a card with instructions for contacting them to arrange for redelivery. If you have specified a mobile phone number, you should also receive a text message. They may or may not automatically attempt delivery again the next-day.
After attempting delivery once or twice, the courier will hold your order awaiting instructions from yourself. If you do not contact them within 3 days, the order will be returned to us at our cost. As such, we regret that in these cases we will have to pass on the £8.50 charge, plus another £4.99 for redelivery if required.
What about items that would normally be kept in the fridge?
We'll pack them in thermally protective polystyrene and frozen ice packs to ensure they stay cool during transit. Our cheeses and meats all have at least some curation and are thus able to be transported for 24-48 hours in such packaging without going bad. Our fresh padron peppers will be fine too.
For customers outside mainland UK where we cannot offer next-day delivery (see above table), we don't recommmend that you order goods that would normally be kept in the fridge. Although delivery is often within 3 days, if there is a weekend in the middle delivery could take a week, and the products won't last. If you do choose to order refrigerated products, please take into account that we cannot accept responsability for their degradation and we can't refund.
Customers should be sure that they are able to receive delivery of orders containing refrigerated goods 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.
What about frozen products?
In order to ensure an unbroken cold chain from our freezer to yours, extra care has to be taken in delivery of frozen goods. We package your food in special insulated boxes with gel ice which will guarantee that products remain frozen for the 24 hour journey. Please ensure you understand the following:
- The laws of physics make it impossible to send very small orders of frozen food. We therefore have to ask for a total minimum weight of 6 kg for the frozen items in your order.
- We can only deliver frozen products to destinations where a next-day service is available. Unfortunately that means UK Mainland only and excludes certain areas of northern Scotland where only a 2-day service is available (please check with us if in doubt).
- You must be available to take delivery on the first attempt. Although we will instruct the courier to leave the package with a neighbour or in a safe place if possible, we cannot guarantee that this will happen and cannot take responsibility for spoiled goods where you have not been in to accept delivery.
Returns and Refunds
What is your returns policy?
Simple. If, for some reason you want to return an unopened item (as long as it is in perfect condition), after you have received it, you can send it back to us for a full refund. We'll accept returns within a reasonable time-period (the legal requirement is 7 days, but we'll try to be more flexible than that unless there's a good reason not to be). Please contact us for returns address and instructions. Obviously, we won't pay for the cost of returning the item and we can't accept returns of short-shelf life and perishable items, such as fresh and frozen products. This policy doesn't apply to 'faulty' products and of course, doesn't affect your statutory rights.
What about products which are of unsalable quality - i.e., 'faulty'?
Of course, it doesn't make much sense to talk about 'faulty' food products, but what happens if you open a pack of ham only to find that its mouldy? Although its very rare that anyone receives a bad product, it does happen. Normally, we'll just ask for a quick photo of the defect and then you can throw it away and we'll refund the item's cost. Obviously, this can't apply if you simply don't like the taste of the product and please bear in mind that taste is a subjective matter - what one person may love, another may consider 'faulty' (e.g., too salty, texture too hard). So there's sometimes a grey area here. Also, please bear in mind that products might taste of look different to similar ones you may have tried in the past, and that would not be grounds for a refund.
What about products that are not 'as described'?
As an online food seller, we have the obligation and desire to represent our products as accurately as possible to our customers, so you can make the best purchasing decisions possible. We do our absolute best to ensure that the information displayed for each product on our website is accurate and up-to-date and try to make as much information from the product label available to you. However, certain aspects of product representation will always be subjective, so if you are interested, please read this article which describes in detail how we try to represent our products, what we can and cannot do, and what types of omissions and/or errors we will consider as 'product not as described' for return or refund purposes.
What about broken or damaged items?
As you can imagine, we take every care possible to ensure that your order arrives safely and in one piece. We have developed what we believe to be the best packing techniques and use the most appropriate materials for the job, including strong, double walled boxes and cushioning materials. Unfortunately, the courier is determined to get the better of us and the package just can't withstand the rough treatment it gets on its way to you. If there is any damage, please don't just outright reject the package from the courier. Please accept your order, check it over and then inform us of any damages within 24 hours. We don't require for you to have signed 'damaged' or have rejected the package from the courier. Again, we normally ask for a quick photo and then we'll sort out a refund for you.