Delivery

Dear Sirs,

If you are located in areas that we do not directly cover via our own vehicles and therefore would normally receive these goods via Parcel Force, please be aware that the Royal Mail workers are on strike as from Friday 26th August and on Wednesday 31st August and for two further days on Thursday 8th and Friday 9th September 2022. With this in mind, we will be still sending your orders out promptly as ever, but these may take longer to receive compared to the normal excellent service that you would expect from ourselves due to these unfortunate circumstances.

We apologise for any inconvenience this may cause.

Yours sincerely,

Nick Klos

Delivery & Distribution Guidelines

UK Mainland

This applies to deliveries to the UK mainland only.

Free delivery on all online orders over £80.00 excluding VAT, below which a Standard delivery charge of £9.95 + VAT applies.

Any Orders placed on between Monday to Thursday before 2pm should be delivered Next Day.

Any Orders placed on a Friday before 2pm should be delivered on Monday.

Any Orders placed on a Friday after 2pm or for orders placed over a weekend should be delivered the following Tuesday.

Alternatively;

We have direct deliveries via our own Vans in London & the Home Counties areas as follows;

• Monday – North London, Cambridgeshire, Hertfordshire and Buckinghamshire
• Tuesday – City, Central London & West End, East London & Essex
• Wednesday – South London (SE & SW – south of the Thames), Surrey & Kent
• Thursday – North West and West London and Buckinghamshire and Surrey.
• Friday – City, Central London & West End, East London & Essex

Deliveries on a Saturday or on Bank Holidays can be arranged but this service carries a cost premium.

Whilst we appreciate some customers may be averse to accepting our delivery costs, please be aware any order over £ 80.00 worth and any mix (net of VAT) is sent out Carriage Free (Next Working Day). This £ 8.00 + VAT cost merely reflects the cost of the transportation and the outer packaging to protect any products dispatched. Please understand the majority of our business is supplying the UK Catering sector and as you should be aware, we are extremely proud of the quality of the products that we supply.

Highlands & Islands

Standard delivery charge of £20.00 + VAT applies.

Stock Availability

All delivery times are subject to stock availability, some items such as Coffee equipment may have an extended delivery times and would normally coincide with one of our fully trained Coffee Machine engineers attending as well. Although most items will be delivered to you within 5 working days, please note we cannot always guarantee delivery times for products although our standard line stock levels should not be affected. If you have any concerns, please contact our sales department on 01708-866966 to confirm the lead times.

Out of Stock Items

We will ship out whatever products we have in stock and then dispatch the remainder of your order (when this stock arrives to our Roastery) free of charge.

Receiving Your Delivery

Please note that all deliveries will be made between approximately 8.30am and 5.30pm (van runs sometimes will be a bit earlier) and will require a signature upon delivery if a Web order. Customers should make themselves available to receive the delivery, as no parcels shall be left without a signature. In the event that the customer not being in when delivery is attempted (in the absence of a telephone call to resolve the matter), a ‘missed delivery card’ will be left detailing how to arrange the delivery at a later date or where to collect the consignment from the nearest parcel company’s depot. It is advisable to inspect the goods prior to signing for delivery. If you can see any damage whatsoever to the packaging sign for the goods as damaged. If this is not possible please ensure you sign for the goods un-examined to allow us to take any claims up with our delivery partners if necessary.

For our full Terms and Conditions please click here.

Change or Cancel an Order

If you wish to change or cancel an order contact our Customer Service team on 01708-866966 any time between 9.00am and 5:30pm – Monday to Friday. Please quote the order number and date the order was placed to help identifying your delivery. If your products have already been delivered, then you will need to comply with our returns procedure.

Returning Goods

Should you wish to return an item, we will be happy to refund in full or exchange, if it is in full resalable condition. Any opened/used consumables cannot be accepted for refund or exchange, this is due to food hygiene rules. Returns should be made within reasonable time (5 days) and in original undamaged packaging.

Should goods be delivered short delivered, faulty, incorrect or damaged (with visual evidence), please report to us immediately and confirm in writing within 3 days of delivery (72 hours). Please be aware, costs and responsibility of returning non faulty or unwanted goods will also be the responsibility of the customer and there may be a collection and restocking charge for any items returned. Refund will only be applied when the goods are returned to us and it is agreed that the goods have not been used and the packaging is in a satisfactory re-sellable condition In all instances, for the absence of doubt, please call our customer helpline on 01708 866966 to obtain details as to how to return your product.