Orders that we issue for delivery are sent with proof of postage and with insurance. Where you do not receive your order within the expected time-frames, please contact us as soon as you can to allow us to investigate. Where it is appropriate to do so, we may resend your order.
Deliveries are made using third-parties, and their service will be subject to their own terms and conditions.
We will make every effort to ensure that your order reaches you in a timely fashion and in accordance with expected timeframes. However, we are unable to guarantee the levels of the delivery services, particularly where third-parties are involved.
If we become aware of any delays that may affect your order, we will endeavour to let you know as soon as we can. You are entitled to cancel your order up until the point that we confirm to you that the order has been dispatched.
If you wish to submit a return of products to us, please email us and quote your order number in full.
You must return dispatched products within 14 days of receipt. Any products that you return must be unopened and with packaging seals intact. Unfortunately, we cannot accept the return of any product that has been opened and / or used.
Please email us at firstname.lastname@example.org stating your order number, reason you wish to return your product and we will email you back with your RMA number which is required to be included within your returns package. We are unable to process returns and claims by telephone.
Once you have the RMA Number then please send return items to:
3 Wilson Business Park,
Harper Way, Markham Vale,
Chesterfield, S44 5JX
Where an order has been lost in transit, we can send a replacement in accordance with any timescales dictated by your chosen courier for items that have been designated as lost.
It is your responsibility to ensure that you provide us with sufficient and accurate delivery information, and that you are able to accept delivery of the order, or that you are able to collect your order in a timely manner.
If your order is returned to us as a result of you providing us with the incorrect or insufficient delivery information, or where orders cannot be delivered through no fault of our own, we may (subject to our discretion) charge for the cost of redelivering your order. A 20% administration fee may also be additionally applied to the cost of redelivery.
We guarantee a minimum of 12 months shelf life when the product is dispatched. Please also refer to any “best before” dates outlined on packaging.
RIGHT TO RETURN GOODS
You have the right to return goods that you have ordered if there is a problem with the goods received. As all of the products sold online are perishable food products, we are only able to process returns for damaged or missing goods as outlined below.
If eligible for a return or refund, you must return the goods within 14 calendar days of the purchase date. All goods returned must be processed using our valid returns process outlined below.
Returned goods must be sent to: 3 Wilson Business Park, Harper Way, Markham Vale, Chesterfield, S44 5JX.
Unfortunately, we are unable to reimburse the carriage costs of goods returned to us.
CONDITION OF RETURNED GOODS
After we receive returned goods, our team of professionals will inspect them and process any applicable refunds if all conditions outlined herein are duly met.
The goods must be in the same condition that you received them in and must not be damaged or used by you in any way. Original packaging and labels must remain intact. If one or more items have been damaged, used or sold, the products ordered are non-returnable, and no refunds will be issued and any monies due will need to be paid.
Any monies paid can then be refunded to the original payment method you’ve used for the purchase. For credit card payments, it may take 3 to 7 business days for a refund to show up on your credit card statement.
If the product is damaged by you in any way or has been used, or if you have initiated the return after the 14 calendar day period referenced above has passed, you will not be eligible for a return and/or refund.
MISSING AND / OR DAMAGED GOODS
All goods delivered to you should be accompanied with a detailed invoice. If you cannot find the invoice, please contact us for assistance as soon as you can if you have checked thoroughly and are unable to locate it.
Upon receipt of goods, please check that they are all accounted for and are undamaged. If the delivery is visibly damaged upon receipt of the goods, you must ensure that this is recorded with the courier when the goods are signed for. We are unable to process claims for visibly damaged goods if they are signed for and the damage is not recorded.
If you believe that any of the goods received are missing or damaged, please contact us in writing within 2 working days. If you do not confirm to us within 2 working days that you believe there are missing or damaged goods, we will be unable to process a return.
Please provide images of the delivery as you received it, and clear images that show any damages to goods that have been received.
IF YOU ARE UNAVAILABLE TO ACCEPT DELIVERY OR REFUSE DELIVERY
Goods delivered to you will require a signature on arrival from the carrier. If no one is available to sign for the products, or where delivery is refused, any additional carriages charges applied by the courier will need to be paid for by you.
If the delivery of any goods is refused where the goods are non-faulty, the cost of both the delivery and the return carriage will need to be paid for by you.
Please contact us to request an RMA number before completing the returns process below.
Email our team at email@example.com and include the following in the Email Subject Line: RETURNS – ORDER NUMBER [enter order number];
In the email, please include the following:
- Your order number and invoice number;
- Your full name;
- The name the order was placed in if different to above;
- Your telephone number;
- Information about the returns claim.
If the return is for damaged goods upon receipt, you must also include clear images of the damage to the goods with the returns email. Images showing damage must be clear and must show any and all damage to the goods as received.
If anything is unclear or if you have any questions, please feel free to contact our customer support team.