Important Delivery Information for Royal Mail
Due to the ongoing strike action within the Royal Mail network, customers still choosing this option must make allowances for significant delays to their delivery.
Anyone placing orders from the 2nd December 2022 that still choose the Royal Mail option, please be aware that:
Your parcel may be significantly delayed for delivery (current time at publishing this, delays are estimated at 2 weeks).
If your items are damaged or have reached/exceeded their best before dates while in transit due to the delays, we will be unable to refund, replace or offer any other alternative form of compensation for them.
Items will no longer be eligible for refund or return under our usual returns and refund policy. If there is a problem with your items unrelated to the delivery delays, please contact us for further assistance.
To reduce delivery delays we may opt to send your order via another courier. However, the current terms and conditions in relation to Royal Mail will still apply.
Please allow 1-2 working days processing prior to dispatch.
Working days are typically Monday-Friday and do not include UK Bank Holidays/Public Holidays. Orders are not processed over the weekend.
Once your order has shipped, delivery should take:
1 working day to most of UK Mainland via UK EXPRESS SERVICE (DPD)
2-5 Working Days via Standard Delivery (Royal Mail)
2-7 days UK offshore, Northern Ireland, some areas in the Scottish Highlands and Europe
1-2 working days USA
We use a number of different couriers and postal services including DPD, Royal Mail, Evri (formerly Hermes), Fedex and UPS. The services available to send your order will be automatically determined by your location and size of order.
If you are in a location that requires one of the alternative services or you opt for UK Standard Delivery please allow longer for dispatch and delivery as these only get shipped once a week.
If you are unsure of the delivery transit time for your location, please get in touch via email for clarification prior to ordering.
Delivery dates and delivery time scales are estimates only and are not guaranteed! We can not compensate or refund orders or shipping fees for items that did not arrive within a specified time frame or on a stated delivery date unless a refund or compensation is offered by the relevant courier or postal service.
Shipping fees for orders outside of the UK do not include customs charges or any other tariffs , fees or taxes that may be applicable upon entry of the country of destination. Customers are responsible for paying any additional charges that may occur and these can not be reimbursed or compensated.
We are unable to advise on what (if any) customs fees are applicable to your order. Please check with your local customs authority before placing an order.
We may not be able to refund your order if it is returned to us due to unpaid customs fees (please see return/refund policy for details).
From the 1st January 2021, orders going into the EU may now be subjected to duty taxes or customs charges. These are payable by the customer and can not be reimbursed or compensated. Full details on changes for deliveries into the EU can be found here.
RETURNS, CANCELLATIONS & REFUNDS
Due to the nature of our products we are unable to accept returns under most circumstances. As our products are considered perishable by most couriers, they may be prone to some damage during transit.
You may return a damaged item or an any other item you are unhappy with if you feel it is not fit for consumption. Returned items must still be in their original packaging and must not have been opened or consumed. You are responsible for return shipping fees and we can not reimburse or compensate this. Shipping fees from your original order are non refundable. If you proceed with a returns request, please ensure you use a service that offers tracking or delivery confirmation. We are unable to process your returns request if we do not receive your items back. Please ensure you enclose something in your return package that includes your name and order number so that we can identify the return when we receive it.
Please address your returns to:
FAO: E. Williams
26 Mystery Close
We are unable to refund items that have already been consumed or opened from their original packaging. We are unable to offer replacements or exchanges at the moment.
Missing or incorrect items
If you believe an item is missing or your order is incorrect in any way please inform us by emailing us: email@example.com
After investigating your claim, if we agree an item was missing from your order this will be refunded. We are unable to send replacements.
If you have received an incorrect item, we will enable a returns process for you so you can have this item refunded. You must dispatch your return by the date determined by us. We can not accept returns after the stated period and will not be able to enable an additional returns process for you. Upon receipt of your returned item, a refund will be issued. We are unable to send replacements.
Cancelling an Order
You may cancel an order prior to it being dispatched. Once your order has been dispatched we are unable to cancel your order.
We can not fully refund orders that are returned to us by the courier due to unsuccessful delivery attempts. A partial refund may be offered with the following deducted:
original shipping fee
courier's return processing fee (starts from £10, dependent on location and courier used)
Any other fees or tariffs that may have occurred as a result of an attempted delivery, anticipated delivery or a return.
If the return processing fees exceeds the value of your order we cannot issue a refund.
We can not refund orders that have been returned to us as a result of being held in a depot or post office waiting for redelivery instructions or collection, and the items have reached or exceeded their best before date.
We can not refund an order if you have delayed collecting or requesting redelivery of your order and the items have then reached or exceeded their best before dates.
We cannot refund orders that have been damaged or have perished whilst being held in a depot or post office for an extended period of time.
We cannot fully refund orders that have been returned to us as a result of an unsuccessful delivery if the address or recipient details provided is incorrect/ inaccurate, refused at the delivery location or is lost or delayed due to an incorrect address being provided. If you no longer require your items once you receive them, you may be eligible to return them for a refund. Items must still be within date by the time they would reach us and must remain unopened and in their original packaging. Items that may be damaged as a result of being in prolonged transit will not be eligible for refund.
Missing and Lost Parcels/Problems with Order upon Receipt
You must inform us within 48 hours of receipt of your delivery if there is a problem with your order.
You must inform us within 14 days from date of dispatch if you have not received your order. We may not be able to trace your package or rectify any issues if we are informed outside of these time frames.
MISSING & LOST PARCELS:
If you believe your order has gone missing or has been lost by the courier or post service used you must inform us as soon as possible. You must allow us to work with the relevant service provider to investigate your claim before any refunds are issued. The length of time it takes to investigate lost or delayed items will vary between service providers.
If the service provider determines your item was delivered and is able to provide proof of delivery, we will be unable to issue any refunds. Any further disputes will need to addressed directly with the courier.
If a service provider determines your item is lost or delayed and eligible for compensation, we can issue a refund in line with the compensation offered.