Our standard delivery cost is £6.50 and this is free on orders over £65. If you order any chilled or frozen products a £2 cost will be added to cover for freezing supplements.
Our standard delivery cost covers most of UK mainland, although not parts of northern Scotland. If you live in Northern Ireland, on an island or north of central Glasgow or Edinburgh we ask you to get in contact with us on 020 7224 9300 or send an email to firstname.lastname@example.org to arrange for your delivery. This is because these areas may be subject to a higher delivery cost and often require two days or more to deliver.
If you place your order before 1pm Monday to Thursday, it will arrive the next day. Orders placed between 1pm on Thursday and 1pm on Monday will arrive the following Tuesday. In the case of Monday Bank Holidays it will arrive on the following Wednesday instead. We always inform of any other changes to opening hours (Christmas, Easter etc) on our home page.
We use a third-party courier, DPD, and we cannot be held responsible for our courier’s failures to deliver on time due to circumstances beyond our control. However, we will always do our best to correct any problems.
DPD offer a ‘predict’ delivery service whereby they inform customers of a one-hour window notified by SMS and/or email – so you don’t have to wait in all day! Additionally, you can watch the progress of your delivery driver on a real-time map. If you’re not able to sign for your order, DPD offer a range of ‘in flight’ options such as: deliver to neighbour, leave parcel in a safe place or collect from a local pick up shop.
DOWNLOAD DPD'S APP ON YOUR SMARTPHONE
LEARN MORE ABOUT DPD'S DELIVERY SERVICE
Please note that if your order contains chilled or frozen items, changing the delivery date once the parcel has been dispatched is at your own risk and we strongly advise against it. If you choose to collect your parcel from a local pick up shop, please note that it is your own responsibility to collect it on time, as they will not be able to keep items chilled.
CHILLED AND FROZEN ITEMS
As a small company, we do not have access to freezer vans. Instead we do our very best to keep chilled and frozen products in the right temperature by packing them in insulated boxes or envelopes and by adding freezing supplements. However, we can only guarantee that they arrive chilled the day after the order has left our shop. This means that if the driver is unable to deliver (i.e. no one is there to sign for it) and the delivery is delayed, we do not take responsibility for any chilled or frozen products that arrive in room temperature. We therefore strongly recommend leaving a safe place in the order comment when placing the order.
Regarding frozen products – although we do our very best to keep them in the right temperature, as mentioned above, we cannot guarantee that they will not defrost during the delivery. Please be aware of this when placing your order.
We are trying to be as environmentally friendly as possible by re-using both boxes and packing material.
If something breaks during delivery we will always offer a full refund, please just get in touch with us on email@example.com. Unfortunately, we are not able to re-send items.
We do not have a return policy for perishable items, unless there is something wrong with the product. If you wish to return non-perishable items we can accept these as long as they are in good condition, but you have to arrange for the delivery back to us yourself. Always get in touch beforehand so we know to expect the delivery.
CLICK & COLLECT
You can place your order online and pick it up Monday-Thursday in our shop on 32 Crawford Street, London. Please note that this service is currently not available in our Barnes shop. If you wish to collect Friday-Sunday then please get in touch with us on 020 7224 9300 or firstname.lastname@example.org. This will only be possible once you’ve had it confirmed from us via phone or email.
Please always check our home page for information on opening hours. We are always closed on Bank Holidays and therefore cannot offer the Click & Collect service on those days.