Delivery

We aim to dispatch all orders promptly and use trusted third-party courier services for delivery.

Customers are responsible for providing a complete and accurate delivery address, contact telephone number and email address when placing an order.

Once an order has been dispatched, customers should monitor the tracking information provided by the courier.

Chilled, Frozen & Perishable Products

Please note that many of our orders contain chilled, frozen or other perishable food products.

Customers should ensure that they are available to receive their parcel on the scheduled delivery date or make suitable arrangements for delivery.

Because of the perishable nature of these products, any changes to the original delivery arrangements may affect their quality and freshness.

Changes Requested by the Customer

If, after dispatch, you choose to change the delivery arrangements directly with the courier, including:

– changing the delivery date;
– redirecting the parcel to another address;
– requesting collection from a courier depot;
– requesting delivery to a ServicePoint, ParcelShop or other collection point; or
– selecting another alternative delivery option,

you should monitor the courier’s tracking information carefully and ensure that the parcel is collected or received promptly.

If you select collection from a depot or collection point, please do not rely solely on receiving an additional email, text message or reminder from the courier. Please check the tracking information yourself.

Uncollected Parcels & Customer-Requested Delays

Chilled, frozen and other perishable products should be collected or received as soon as reasonably possible.

Where deterioration or spoilage occurs as a direct result of a delivery change requested by the customer, or because the customer fails to collect or receive the parcel promptly after it becomes available, we may be unable to provide a refund or replacement for the affected perishable products.

Each case will be considered individually, taking into account the tracking information and the circumstances of the delivery.

This does not affect your statutory rights where the loss, damage, delay or other delivery problem is our responsibility or the responsibility of the courier service arranged by us.

Missed Delivery

If a delivery attempt is unsuccessful, please follow the courier’s tracking information and instructions as soon as possible.

For orders containing perishable products, delaying redelivery or collection may result in deterioration of the products.

Please contact us promptly if you believe there is a problem with your delivery.

Damaged Parcels

If your parcel arrives damaged, please contact us as soon as possible after receiving it.

Please provide:

– your order number;
– photographs of the outer packaging;
– photographs of the damaged products; and
– a brief description of the problem.

Please do not dispose of the packaging or damaged products until we have reviewed your claim, as the courier may require photographic evidence.

Where appropriate, we will arrange a refund, replacement or another suitable resolution.

Missing or Lost Parcels

If tracking indicates that your parcel has not been delivered within the expected delivery period, please contact us so that we can investigate the delivery with the courier.

If the parcel is confirmed as lost, we will provide the appropriate refund or replacement in accordance with your statutory rights.

Incorrect Items

If you receive an incorrect item, please contact us as soon as possible and provide your order number and a photograph of the item received.

We will arrange an appropriate refund or replacement.

Returns & Change of Mind

Due to hygiene, food safety and shelf-life considerations, certain food products cannot be returned once delivered.

In particular, the statutory right to cancel an online purchase does not normally apply to goods that are liable to deteriorate or expire rapidly.

Nothing in this policy affects your statutory rights where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your legal rights.

Refunds

Where a refund is approved, it will normally be made to the original payment method.

Delivery charges will be refunded where required by applicable consumer law.

We reserve the right to investigate the circumstances of a delivery before issuing a refund or replacement, including reviewing courier tracking information and delivery instructions.

Contacting Us

If you experience any problem with your order, please contact us as soon as possible.

When contacting us, please provide your order number and any relevant photographs or delivery information so that we can investigate the matter quickly.

Your Statutory Rights

Nothing in this Delivery & Refund Policy is intended to exclude, restrict or replace any rights you have under applicable UK consumer law.