Packages are generally dispatched within 2 working days after receipt of payment has been recorded and are shipped via a variety of different carriers including Royal Mail, Hermes and DPD. All orders are tracked and some may include drop-off without signature. You can choose between Economy, Expedited and International Services.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. We advise you to group your items in one order. We cannot always group two distinct orders placed separately, and shipping fees will apply to each of them, but if you did place two separate orders and we managed to combine them then you are welcome to contact us, we may be apply to apply a retrospective discount to the postage if savings were achieved.
UK Mainland & Offshore Shipping Rates
I.O.M. / N.I.
I.O.M. / N.I.
|up to 50g||£0.45||£4.95||£8.00||£9.00||£0.45||£8.95|
|51g to 100g||£0.99||£4.95||£8.00||£9.00||£0.99||£8.95|
|101g to 250g||£1.45||£4.95||£8.00||£9.00||£1.45||£8.95|
|251g to 500g||£1.95||£4.95||£8.00||£9.00||£1.95||£8.95|
|501g to 750g||£2.45||£4.95||£8.00||£9.00||£2.45||£8.95|
|751g to 1kg||£2.95||£4.95||£8.00||£9.00||£3.95||£8.95|
|1.01kg to 1.5kg||£3.45||£4.95||£8.00||£9.00||£4.45||£8.95|
|1.51kg to 2kg||£3.95||£4.95||£8.00||£9.00||£4.95||£8.95|
|2.01kg to 4kg||£5.45||£5.95||£8.00||£9.00||£7.95||£9.95|
|4.01kg to 8kg||£5.95||£7.50||£8.00||£9.00||£8.95||£12.50|
|8.01kg to 10kg||£6.95||£8.95||£8.00||£9.00||£9.95||£13.95|
|10.01kg to 15kg||£6.95||£8.95||£10.00||£12.00||£9.95||£13.95|
|15.01kg to 20kg||£7.95||£9.95||£10.00||£14.00||£10.95||£14.95|
|20.01kg to 30kg||£7.95||£9.95||£13.00||£19.00||£10.95||£14.95|
|30.01kg to 40kg||£14.95||£16.95||£13.00||£19.00||£17.95||£21.95|
|40.01kg to 60kg||£14.95||£16.95||£17.00||£25.00||£17.95||£21.95|
|60.01kg to 70kg||£21.95||£24.95||£17.00||£25.00||£24.95||£29.95|
|70.01kg to 90kg||£21.95||£24.95||£27.00||£40.00||£24.95||£29.95|
|90.01kg to 150kg||£40.00||£45.00||£27.00||n/a||£45.95||£50.00|
FRESH AND FROZEN DELIVERIES
We also ship fresh and frozen goods but these only ship on the expedited service and each item also attracts an additional charge for Frozen Gel Packs and insulation, these charges vary from item to item but range from about 50p to £4 extra per item depending on the value and volume of the item that needs to be kept fresh or frozen. Please note we also do not ship fresh and frozen items on Fridays so we can reduce the risk of packages stuck in transport depots over the weekend.
Please ensure someone will be in to receive the delivery so that any frozen items can be put into the freezer as soon as possible, the gel icepacks and insulation will keep goods frozen for 24 hours at least. But do not change the delivery day with the carrier as these need to be delivered as quickly as possible. All Frozen and Fresh packages do ship with a large sticker informing the delivery driver that the goods in side are frozen and need to be delivered ASAP. The delivery driver or postman will usual look for a safeplace or neighbour to leave the package with. If your package has shipped with DPD you can also add safe place and delivery information to the package as it is on its way to you.
If there are days when you will be away from home please add this information in your order message
e.g. "Do not ship by next day service on Monday as I am away until Wednesday"
And please keep your Gel Ice Packs and store them in the freezer, these are excellent to take out and put in a cooler bag for frozen shopping trips, for camping and for picnics.
ALCOHOL AND KNIVES
Not a recommended combination but both are items where we use an Age Verified Delivery service by Royal Mail. These will need to be received by an adult over 18 with Photo ID. Unfortunately this service can be expensive especially for items over 2kg in shipping weight. If you have a large mixed basket with a high shipping cost and a knife or bottle of alcohol it may be worth removing that item to compare the effect on the shipping cost, it could be more economical to make a separate order for Age Verified items. Once you have made one successfully delivered order with Age Verification please ask to be added to our Age Verified List and you will then be able to use other courier services for age restricted products without further verification.
RETURNS AND REFUNDS POLICY
Special care is taken to protect fragile objects, but we will process refunds in the case of items delivered unusable due to poor packaging or poor handling, in some cases we may be able to ship replacements if this is preferred and if we have sufficient stock.
Please notify us of any unexpected shortages within 48 hours and we will process a refund in the case a suitable substitution was not made.
In the unlikely event frozen goods do not arrive at a suitable temperature for re-freezing please take pictures on receipt and phone 01244 888809 immediately, please leave a message if your call is unanswered. Defrosting is very rarely caused by unacceptable carrier delays or insufficient ice packs and/or bad packaging and insulation but if these do occur they are refundable, unfortunately we are unable to refund defrosted items if they were not reported as defrosted as soon as they were received.
You will need to provide photographic evidence in the event of any claim for damages or shortages. We will usually arrange a free collection of any faulty goods for refund so please keep all packaging and contents and do not dispose of them until your claim is resolved. You agree that we may use your images in the event that we need to re-train any packers should any packaging faults be identified. If you choose to dispose of anything without our authorisation then you accept it is at your loss and that you do not expect to be refunded for any disposed of items.
Please note that we may use DPD even if you have not specifically requested a DPD service. If for any reason DPD deliver to a local drop shop you must arrange to collect your item within the specified time frame, in the event DPD return these to us we would have to deduct DPD 3rd Party Collection fees and DPD Return Fees before any applicable refund can be processed, please note that these costs are usually in excess of £15.
If Royal Mail are unable to deliver a package for you and if for any reason you fail to arrange a re-delivery and also fail to collect from the local depot in the specified timeframe resulting in your package returning to us you would need to contact us to arrange re-delivery, you also would need to re-pay the original postage fee or if you choose to cancel your order you can claim a refund or any un-spoilt and unexpired items less the cost of the postage. Please make any such claims within 14 days of our receipt of any such returns. We reserve the right to dispose of any parcels which remain unclaimed after the above timesacales.
In most cases if orders are shipped with known stock shortages we do try to refund these items on despatch, all shortages, substitutions and refunds should be noted on your paperwork.
PayPal transactions are refunded straight back to PayPal. Worldpay/Stripe/Revolut transactions for shortages on shipping are refunded as Store Vouchers but you are welcome to request these to be converted to a refund to card if you prefer.
If you would like to return any part of your order or require a refund that has not been issued please do not hesitate to contact us.
We accept returns for most unused, sealed and unexpired items up to 30 days after the delivery date.
If the return is due to an error on our side we will provide a pre-paid tracked return service if required.
If you use this service without authorization you will incur a £5 charge which would be deducted from any refund claim.
Please note that we may deliver heavy and bulky orders that have incurred shipping charges over £60 by Pallet Carrier even if you have not selected a specific delivery by Pallet.
If you are making a bulk order please ensure that you let us know if your premises cannot take pallet delivery, we will assume pallets can be delivered Monday to Friday 9am to 5pm. If your premises are closed and nobody answers the phone the pallet carrier is likely to ask for a re-delivery charge of approximately £40, you would need to settle this charge before they re-attempt delivery.