Terms & Conditions

Please read all Ordering, Despatch and Delivery Instructions before placing your order.

Despatch - Order contents, weights & sizes.

All orders are prepared to exact requirements as far as possible. All weights and pack sizes are as accurate as possible but may vary, due to the handmade nature of our products rather than being machine produced. Every order value will be the same or in excess of the total paid to ensure variations in weights or quantities are made up on other products ordered. Any item ordered by number shown per pack will be fulfilled first to ensure there are no shortfalls. We reserve the right to change any item in the content of the order depending on sizes, weights, product availability – however please be assured that this is very unlikely to be anything other than minor weight adjustments – anything more than this and we will endeavour to contact you using the telephone number provided. If we are unable to reach you we will have to make the decision for you or delay the order.

Delivery – Damage, Loss, Delay, Temperature Control.

We use a reputable National Courier Service to ensure where possible all parcels are delivered in good condition and in the time stated. However, problems may occur occasionally.

Delay

In the unlikely event that due to postcode, weather, traffic or depot disruptions you do not receive your parcel by 6pm on your given delivery date, please contact us and we can track your parcel for you. Be assured that your order will be kept fresh and in perfect condition in the ice-packed insulation for 48 hours or over. The Courier company will make every effort to ensure that the parcel is given priority and delivered the next day. In very rare and extreme cases where the courier cannot reach the delivery point we can give you the local depot details to arrange collection.

Damage, Loss, Temperature Control.

If the parcel is damaged severely to the extent that the contents have been affected please do not take delivery of the parcel and contact us immediately. Otherwise usual delivery minor wear and tear to the box should not affect the contents of the parcel and it will be safe to take delivery.

If you take receipt of the parcel direct from the delivery driver – once signed for we cannot take any responsibility for damage, loss or temperature control.

If the parcel is left as instructed we take no responsibility for loss, damage or temperature control.

Insurance.

We recommend that you place orders using a credit card and check your credit card insurance – most card services include full insurance cover for all purchases for loss or damage if over £100. Unfortunately we cannot offer our customers free insurance cover ourselves as no insurance company is prepared to let us insure deliveries.

Refunds/Replacements

If an item is in an unsatisfactory condition due to our responsibility (ie: faulty product and only if parcel has been received in good condition, on time, by recipient and refrigerated on receipt) please contact us immediately and we will endeavour to replace the item. If this is not possible we will refund the value in vouchers.

Cancellations.

If you wish to cancel an order once it has been processed please contact us immediately. We will endeavour to postpone an order for another delivery date but cannot guarantee that we will be able to cancel it. If the order has been prepared for despatch we cannot cancel any orders.

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