Collection, Delivery and Returns

Collection & Delivery

    1. Introduction

    2. In this policy we set out details of the delivery methods, periods and charges that apply to orders for our products made through our website.
    3. This policy is a legally binding document, and this policy shall form part of the contract of sale between you and us made under our terms and conditions of sale.
    1. Free delivery

    2. ‌We offer free local delivery to addresses with post codes beginning with KY for all orders of £50 or more.
    3. We offer free national delivery to all mainland UK addresses on orders of £99 or more.
    4. All other orders will be subject to delivery charges as detailed in Section 5.
    1. Geographical limitations

    2. We will usually be able to deliver to the UK mainland, however any restrictions are imposed by our courier.
    1. Delivery methods and periods

    2. The methods that we use to deliver our products, and the time periods within which delivery is usually completed, are as follows:
      1. if your delivery address is in the local area, you will be able to select Local Delivery, and the typical period for delivery of products by this method is 1 working day;
      2. if your delivery address is on the United Kingdom mainland, you will be able to select Standard Delivery, and the typical period for delivery of products by this method is up to 2 working days.
    3. If you place your order by 2pm – and we have sufficient capacity to offer the service – deliveries can be as soon as “next day”, depending on the service selected.
    4. The delivery periods set out in this Section 4 are indicative only, and whilst we will make every effort to ensure that you receive your delivery in good time, we do not guarantee delivery before the end of the stated period.
    5. We may conduct fraud screening checks before dispatching the product, and these checks may delay your delivery. If the delivery is likely to be delayed as a result of fraud screening checks, we will notify you.
    1. Delivery charges

    2. Delivery charges will be calculated by our website and automatically applied to your order during the checkout process, or alternatively quoted by us.
    3. Applicable delivery charges will depend upon the delivery method you select, the location of the delivery address, and the size and weight of the products in your order.
    4. Our delivery charges are as follows:
      1. in respect of Local Delivery to Post Codes beginning with KY4, delivery charges will be £1.99 for orders costing less than £50, free otherwise;
      2. in respect of Local Delivery to other post codes beginning with KY, delivery charges will be £3.99 for orders costing less than £50, free otherwise;
      3. in respect of National Next Day (Standard Delivery), delivery charges will be £9.99 for orders less than £99, free otherwise;
      4. in respect of National Next Day Delivery (Before 12pm), delivery charges will be £12.99 for orders less than £99, free otherwise;
      5. in respect of National Saturday or Sunday Delivery, delivery charges will be £11.99 for orders less than £99, free otherwise.
    1. Delivery tracking

    2. Delivery tracking is available in respect of all national deliveries. Tracking is not available for local van deliveries.
    3. You will be notified by email with tracking information from our courier partners.
    1. Receipt and signature

    2. As our deliveries will contain perishable items, a signature is not required and we encourage you to notify the courier of any “safe place” to leave your order, should you not be available to receive it.
    1. Additional deliveries

    2. If an initial delivery attempt is unsuccessful, our delivery service provider will make at least 1 more attempt to deliver the products in your order.
    1. Collection

    2. We offer a free Click & Collect service for customers who would rather collect their order in-person from our store.
    3. ‌You may choose to collect your order Monday-Friday between either 2-4pm or 4-6pm; or Saturday-Sunday between 1-4pm
    4. ‌If you place an order by 11am, same-day collection may be available – if capacity allows.
    1. Delivery problems

    2. If you experience any problems with a delivery, please contact us using the contact details that we publish on our website or otherwise notify to you.
    3. If our delivery service provider is unable to deliver your products, and such failure is your fault, and you do not collect your products from our delivery service provider within the relevant time limit, we may agree to arrange for re-delivery of the products; however, we reserve the right to charge you for the actual costs of re-delivery (even where the initial delivery was free of charge).
    4. An indicative list of the situations where a failure to deliver will be your fault is set out below:
      1. you provided the wrong address for delivery;
      2. there is a mistake in the address for delivery that was provided;
      3. the address for delivery is not reasonably accessible;
      4. the address for delivery cannot safely be accessed;
      5. if in-person receipt is not required, there is no easy and secure means of leaving the products at the address for delivery and there is no person available to accept delivery; or
      6. if in-person receipt is required, there is no person available at the address for delivery to accept delivery and provide a signature.

Money Back Guarantee

We offer a full money back guarantee on all our products, in our retail shops or online.

It is important that we hear from you when things go wrong so that we can put it right for you and make sure we follow up with our suppliers.

Get In Touch with our team and we will look into it straight away for you.

Sending in pictures is really useful, as it means that we can get a better idea of what has gone wrong and hopefully get to the bottom of the issue straight away. In the unlikely event that we can’t resolve the issue, we will contact you to offer a full refund by way of voucher for our shop or online.

Returns & Refund Policy

    1. Introduction

    2. We understand that from time to time you may wish to return a product to us.
    3. We have created this policy to enable you to return products to us in appropriate circumstances.
    4. This policy shall apply to all orders submitted through our website.
    5. This document does not affect any statutory rights you may have as a consumer (such as rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or the Consumer Rights Act 2015).
    1. Returns

    2. If you have no other legal right to return a product and receive a refund or exchange, then you will nonetheless be entitled to return a product to us and receive a refund in accordance with this policy if:
      1. we receive the returned product within 7 days following the date of dispatch of the product to you;
      2. the returned product is unused, in its original unopened packaging (with any seal or shrink-wrap intact), with any labels still attached, and otherwise in a condition enabling us to ensure the product has not been damaged by the customer.;
      3. you comply with the procedure set out in this policy in relation to the return of the product; and
      4. none of the exclusions set out in this policy apply.
    1. Returns procedure

    2. In order to take advantage of your rights under this policy, you must contact us to obtain a return authorisation number, and then send the product to us with a covering note quoting that number.
    3. Products returned under this policy must be sent by Royal Mail Signed For delivery to 85 Main Street, Kelty, Fife, KY4 0BW.
    4. You will be responsible for paying postage costs associated with returns under this policy.
    1. Exclusions

    2. The following types of product may not be returned under this policy:
      1. food, drink and any other products liable to deteriorate within the period of 3 months following dispatch;
      2. any product made to your specification;
      3. any product made to order; or
      4. gift vouchers.
    1. Refunds

    2. We will give you a refund for the price you paid to us in respect of any product that can be proved as being the wrong product or damaged by us.
    3. We will not refund to you the original delivery charges relating to the returned product.
    4. We will usually refund any money received from you using the same method originally used by you to pay for your purchase.
    5. We will process the refund due to you as soon as possible and, in any event, within 30 days following the day we receive your returned product.
    1. Our details

    2. This website is owned and operated by The Butcher’s Food Group.
    3. Our principal place of business is at 85 Main Street, Kelty, Fife, KY4 0BW.
    4. You can contact us:
      1. by telephone, on the contact number published on our website; or
      2. by email, using the email address published on our website.