FROZEN & CHILLED GOODS
Any perishable goods purchased on a Friday will be shipped out on Monday for Tuesday delivery unless the option for Saturday delivery is chosen. It is advised to chose a premium next day morning delivery method at checkout to ensure chilled goods are received in the best condition possible.
You, will knowingly, receive chilled goods with the possibility that the goods may be delayed in transit and/or may travel in conditions where they are not chilled as recommended by the manufacturer.
During the order process you may be provided with a variety of delivery options and may select the option most suitable. We will deliver your order to the address specified by you during the order process. You are responsible for providing us with an accurate delivery address and for ensuring that you are available to accept delivery of your order. We will do our best to deliver your order to you to the address specified within the specified timescales subject to any delays outside our control. The costs of delivery will be as displayed to you on our website.
We do not take responsibility for delays outside our control. If our supply of the products is delayed by an event outside our control then we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.
For chilled deliveries it is your responsibility to ensure that someone is available at your delivery address to receive your order. If no one is available at your delivery address to take delivery of your order, our couriers may not return your order to a local depot for collection or attempt re-delivery. Our couriers are authorised to leave packages containing chilled or frozen goods even if no one is there to accept delivery. They will leave this in as ‘safe’ a place as possible, but if you live in flats or any house that does not have a secluded place for the parcel to be left, you accept that it may be left at your front door in plain view of passers-by. We accept no responsibility for parcels which go missing or are tampered with as a result of you being unavailable to accept delivery. Our couriers will take a photograph of any parcels left in a ‘safe place’ to evidence delivery.
In the event that you select an alternative delivery option following submission of your order (i.e. an option offered directly by your courier once the package is in transit for example to leave your order with a neighbour or in a safe place), you do so entirely at your own risk. We do not accept liability for any losses you may incur as a result, e.g. theft, tampering, contamination and the result of any change in temperature in respect of chilled or frozen goods.
A product will be your responsibility from the time we deliver the product to the address you gave us.
You own a product once we have received payment in full and delivered the product to you.
You agree that you have a responsibility to inspect your products for signs that they may be unfit for consumption and report any concerns to us within 24 hours of receipt of delivery.
We ship chilled products with our courier UPS, and they are advised to be sent via their premium delivery service to make sure everything arrives with you in perfect condition! This means your order will arrive with you the next day after shipping, or the second day after shipping if you’re in a more remote area.
We use chill packs that stay cool for over 48 hours, and we pack the chilled items in your order in insulated bags. We ensure everything is packed safely within your box so that items are delivered in perfect condition for you to enjoy.
The best thing about the chill packs is that they are compact and reusable . All you have to do is put them in the freezer and whenever you go for those picnic lunches just stick them in a cooling bag and enjoy those cold drinks and sandwiches. 😊
POSTCODES WITH LONGER DELIVERY DAYS AND CANNOT DELIVER PERISHABLES TO:
|2 DAYS DELIVERY TIME ZONE||3 DAYS DELIVERY TIME ZONE||4 DAYS DELIVERY TIME ZONE||5 DAYS DELIVERY TIME ZONE|
|AB10 – AB56||PA20,PA22||IV52-IV54||IV55-IV56|
|BT1 – BT94||TR21-TR25||KW11,KW13||KA27-KA28|
|DD7 – DD10||PA21||KW15-17|
|EH43 – EH45||PH36-PH41||PA70-PA78|
|FK16 – FK21 AND FK8||PH42-PH44|
|HS1- HS9 AND IM1||ZE1-ZE3|
You can return your non-perishable items to us for a refund or exchange as long as they’re in original condition. We can’t cover postage costs for products that aren’t faulty or damaged, so please return these to us on a tracked service within 30 days of receiving your order. Make sure you include:Returns
- your order number
- what you’re returning
- the reason for the return
- enough packaging to keep the item safe on its way back to us
If you’re returning something to us, please do let us know it’s on its way back to us by sending an email to email@example.com with your tracking number. We won’t be able to refund items that aren’t resellable (for example, the packaging is damaged) unless they’re faulty or were damaged when they arrived with you.
If you get your order and something is damaged, faulty or just not right, please do let us know within 24 hours of receiving your order! Send us an email to firstname.lastname@example.org and we’ll sort things out for you. Please keep your order invoice, and take photos of the products for our reference.
If we need you to return anything, we’ll pay the cost of this, so contact us to organise your personalised return label! Even if you’re returning something faulty or damaged, please make sure you package it well for transport. We won’t be able to refund you for something that looks like it’s been damaged on the way back to us due to insufficient packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
* Book with obvious signs of use
* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
* Any item that is returned more than 30 days after delivery
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at firstname.lastname@example.org.
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
To return your product, contact us via email on email@example.com and we will forward you the address information for returns.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over £75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Chilled goods cannot be returned for resale and are not refundable, if you order them you must be in to receive them and you must provide an address where they can be received safely.
Chilled goods are sent via overnight courier service for delivery on the following day.
In some areas of the UK, particularly in Scotland, Northern Ireland and the Isles, next day deliveries are not possible and will take 2 working days. Because of that, we will add ice packs to ensure chilled items arrive safely to those areas.
You are welcome to contact us to confirm if you are unsure that this will affect you.
If chilled goods are delayed in transit, you must accept the parcel and inspect the goods.
We will refund you or replace any goods that are damaged, however some chilled goods are not susceptible to damage in such short delays and we will not refund for those items as we are certain they are safe and fit for use.
Chilled items are normally dispatched with no less than 7 days before their best before date, if dates are unavoidably shorter we will try to notify you before dispatch, but we are not liable for any losses due to shorter shelf lives.
We will endeavour to ensure such items arrive to you with at least 7 days before their best before date, excluding unforeseen delays as described above.
By ordering chilled items you are accepting goods with at least 7 days’ remaining shelf life.
If you wish to check best before dates before purchasing please check the product page of the product you are interested in and check below the stock information where it says ‘BBE Date: [DD/MM/YYYY]‘.
If still in doubt, please contact us.