IMPORTANT CUSTOMER INFORMATION
UK STANDARD DELIVERY
From 1st August 2023 any customer choosing UK Standard delivery must be aware that due to changes in courier policy we will no longer be able to refund or compensate items that are lost or arrive damaged. Food items and goods classified as perishable are deemed as 'restricted' items and are not eligible for compensation. If you choose this option you are assuming all risk associated with standard delivery policies. We strongly recommend that large and high value orders are sent via our Express Service (DPD)
Please note: 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)
3-5 Working Days via Standard Delivery (Royal Mail/Evri, only shipped Monday and Friday)
2-7 days UK offshore, Northern Ireland, some areas in the Scottish Highlands and Europe
1-2 working days USA (usually Fedex or UPS)
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: firstname.lastname@example.org
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.
Refunds and compensation
1).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 at our discretion 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.
2).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.
3).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.
4).We cannot refund orders that have been damaged or have perished whilst being held in a depot or post office or collection point, for an extended period of time.
5).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.
5).We can not offer refunds or compensation on your order or on your shipping fee for items that take longer than the estimated delivery or for items that do not arrive by a specified date.
6).We can not offer refunds or compensation on your order or shipping fees for items that are have not been delivered within the estimated time frame or by specific date as a result of operational issues (or similar) within the courier or postal service's network.
7). We can not refund items that were delivered to a 'safe place' or a nominated alternative address/location, and the items are not at the expected location. 'Safe Place' deliveries and changes to the delivery location are requested at the recipient's own risk and it is the responsibility of the recipient to ensure that alternative delivery arrangements are secure.
Missing/Lost Parcels, delivery delays and 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.
Delivery time scales are estimates only NOT GUARANTEED.
If you have not not received your order within 7 working days from the date of dispatch, and the tracking information has not updated, please get in touch so we can determine the status of your item with the relevant service provider.