Terms & conditions

Ordering goods

All orders placed through the Website will be subject to our acceptance of the order.  You will receive an Email confirmation of your order.  You must check this Email for accuracy and let us know immediately if there are any errors. This Email does not mean that your order has been accepted.  Your order constitutes an offer to us to buy goods. If we accept your order you will receive an Email that confirms the goods have been dispatched to you. We will not be obliged to supply any other products which may have been part of your order until  the dispatch of such goods has been confirmed in a separate dispatch confirmation.  Risks and title of the goods will pass to you on delivery. Even if your payment has been processed immediately, we can choose to cancel the order and refund all monies, without compensation, if no goods are available to send. 

We may refuse to accept an order:

  1. Where we cannot obtain authorization of your payment.

  2. Where goods are out of stock or no longer available.

  3. If you do not meet any eligibility criteria set out in our terms and conditions.

  4. If there has been a pricing or product description error.

If you have a promotional code to obtain a discount off the price of your order, acceptance of this order is subject to our verifying that the code has been issued to you personally and that you have complied with all the terms and conditions of the promotion. In the event that the code has not been issued to you, or you do not qualify for the promotion, the price of the order will be adjusted notwithstanding any Email confirmation which you receive.  Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price. 

Returns

We offer a 30 day returns policy.  You must inform us of your wish to return an item within 14 days. 

We do not accept  responsibility for goods being returned to us, which are not received.  You must provide  proof of delivery to us or a receipt from the carrier once the item has been delivered.

We only accept returns from the person who originally bought the product from us.

Any unwanted items can be returned at the customer’s expense in its original packaging and condition.  The products being returned must be securely packed  to avoid any damage during transit. Any refunds will be issued once we have received the goods, the refund only includes the cost of the goods and not the packaging and posting. This can take up to 14 days to complete. 

Certain items can not be returned for a refund e.g. live plants, live or frozen food, spare parts, custom made items and special orders. If your item falls into this category and is damaged or faulty please contact us by telephone  on receipt of the product.  

Any goods  with a manufacturing fault, if reported on arrival, will be refunded or replaced at no cost to you.

If an item develops a fault within the warranty period, we will provide a replacement or have it repaired, once this has been confirmed by either us or the manufacturer. This normally takes about 14 days to complete however some products or manufacturers may take longer. 

We will refund any reasonable cost of the return postage if the event of a product arriving  damaged or faulty. 

Delivery

Deliveries are dispatched, subject to availability, Monday to Thursday. We do not dispatch  on Bank Holidays or weekends.  

Upon receipt of your delivery it is important that you open it immediately and contact us if you have any problems.  If the packaging is in any way damaged please take photographs as these may be of use to prove your case. If a courier delivers a package that is damaged make sure that you inform the courier.

Frozen Food 

Any orders containing frozen food is charged at £11.99. Please ensure the correct delivery option is selected to ensure no delay in shipping your order. Delivery of frozen food must be ordered in sufficient quantities to ensure your delivery arrives in great condition. For this reason, we have imposed a minimum order of £25 for frozen food excluding delivery. 

Delivery Terms

As with our regular orders we aim to ship within 48 hours of your order being placed. All frozen food is dispatched Monday to Thursday on a next day delivery service to ensure there is no delay in the delivery process. and should never spend more than 24 hours in transit.  We ensure all frozen food is pack with insulation and either dry ice or frozen ice packs to ensure it says frozen.  

Please ensure you are available to take your delivery at the first attempt and that it is unpacked immediately to be returned to the freezer, any delays to this will void our frozen delivery guarantee (for example you are not in to take the order on the first attempt).