If an item is damaged on arrival, accept the package and sign for it as "Damaged" and we will arrange a replacement and a collection of the damaged item
All orders must be recieved by 2pm Monday to Thursday and before 11am Friday for same day despatch. In the rare case where an item you have ordered is not is stock we will inform you by email of the expected time of delivery and give you the option to cancel part or all of that order if you do not wish to wait.Guaranteed delivery times are from time of despatch NOT time order was placed
eg if order was placed at 4pm Tuesday it would not be processed and despatched until Wednesday. Also if an item is out of stock it may hold up despatch for a day or two and we will not despatch some livefood items on a Friday as it will be held in the delivery Depot until Monday
When placing orders please be aware that if you choose Special Delivery then some one will need to be there to sign for the order on arrival.
Should you ask for an item to be left unattended eg "Left on a doorstep" if you are not in then this is at your own risk and should that item go missing or perish due to extremes of weather (too hot or too cold) then we will not send a replacement.
Although we will instruct our couriers to leave parcels if requested please be aware that we can not guarantee that they will be left and WILL NOT replace any orders that are delayed and have perished due to not being left when no one is there to receive the goods
We will inform you by email when your order is despatched and when you may expect delivery. If you have ordered perishable goods you will be liable for any losses if your order is delayed due to there being no one available to sign for your order on arrival.
In all cases despatch is dependant upon us having the items in stock.
If through no fault of our own the courier fails to deliver by the deadline paid for we will refund the difference between that delivery method and the service received, e.g. if you paid for next working day delivery and your parcel did not arrive until after 2 days then we will refund the difference between the "Next Day" option and the "1-2 day" option. If the "Next working day" option is the cheapest option available at the checkout for the goods you have ordered and it is delayed through no fault of our own then there will be no refund for the cost of delivery.
If you are not in and you do not ask for your order to be left then the courier will return the item to the depot. If you do not wish to collect the item from the couriers depot then they will attempt a second delivery free of charge. If you are still not in to accept the item on the second delivery attempt then any further delivery attempts by the courier will incur a £5.00 charge. If you have not arranged re-delivery or collected the parcel within 5 days of the original delivery date then the item will be returned to us by the couriers at your expense, usually £10.00 but will be more for heavier parcels.
This will usually be delivered by Royal Mail. Please note if you select this as the delivery method be aware that although Royal Mail endeavour to deliver all 1st class items the next day this is not a guaranteed service and in our experience they achieve around 95% next day with the remaining 5% usually taking from 2 - 4 days to arrive although we have had cases where the delay has been longer.
Should you experience a delay of more than 3 days past the due delivery date (4 DAYS FROM POSTING) then we encourage you to make a claim from Royal Mail for the delay. Click here for the Royal Mail help page
Do not select this method if your order value is over £36.00 as this is the maximum compensation value (should your items become lost or damaged) for items sent by 1st Class post
This is a guaranteed next WORKING day (usually morning) delivery to virtually all of the UK but is dependant upon us having the items in stock, please check with Royal Mail if you live in a very remote part of the country or one of the off shore isles. The parcel can be tracked throughout its journey and is signed for on delivery. Orders sent with this method have a maximum compensation level of £250 should your items become lost or damaged
This will be booked on a next working day courier service with UK MAIL or TNT and is nearly always delivered next day usually between 8.00am and 3.00pm but could be from 7.00am to 7.00pm You will receive an email from UK Mail on the day of delivery giving you a 2 hour delivery slot.
Please note we no longer guarantee next day with this service because although we will always book this as a next working day delivery with our couriers occasionally due to circumstances beyond our control the couriers are unable to deliver next working day.
Working days are Monday to Friday so if your order is placed after 3pm Thursday it will be despatched Friday and delivered the next working day which will be Monday. If we deem the contents to be perishable over the weekend we will not despatch Friday but will despatch Monday for Tuesday delivery.
The parcel can be tracked throughout its journey and is signed for on delivery unless you ask us to leave the parcel if you are not in. Orders sent with this method have a maximum compensation level of the total order value should your items become lost or damaged
Within 7 days of receipt of your order, you may return any merchandise (except light bulbs as the filaments in these become fragile after use) purchased from us that is in new condition including the original packaging, for a full refund of the original purchase price of that item.
You may do that by either bringing the item to our office location with a proof of purchase, or by shipping it back to our office location with your details eg. invoice number, order number and date of order.
Please send returns to:
The Acres, Gills Lane
Somerset, BS26 2TZ.