Purchasing products from our website
Data Protection
We are committed to protecting your privacy and adopt a strict principle of protecting your privacy. We will only use the information that we collect about you lawfully to send products to you by mail order. We do not share or sell any information about you, or your buying habits, with anyone. For those who have their goods delivered via courier, your address, email and phone number are passed to the courier company to facilitate delivery.
We hold customers contact details on our system, but we do not hold any payment details. We use this contact data when arranging to send a parcel to a customer and the data is entered on to our courier or postal system. We do not pass on or sell your information to anyone else.
Ordering & Payment
Payment can be made by PayPal, direct bank transfer or credit/debit card. Credit/debit card payments can be made in person or via PayPal. You are required to place your order online before paying.
Our prices are displayed as net prices.
Non Delivered Items Returned to us
If your order is returned to us because the courier has been unable to deliver it despite attempts to let you know, you will be responsible for the return fee.
Guarantee / Refunds
Due to the nature of the products sold, we are unable to offer any refund once your parcel has been opened unless the product is faulty. If a product is faulty you must let us know within 10 days of receipt. You may be asked to return the faulty product to us so that we can assess the problem. You will be responsible for the cost of returning the product to us, but if we agree that the product is faulty, the cost of the postage for returning the product will be refunded to you with the cost of the faulty item.
Breakages
We wrap and package all our products for postage extremely carefully. Our products are wrapped in sealed bags, bubble wrap, paper, tissue (or similar) and placed in either postage bags or boxes with bubblewrap or packing chips for protection, depending on the volume of goods. We cannot be held responsible for damage that occurs in transit. No money can be refunded for damaged goods – if a replacement is not acceptable, we will issue a credit note subject to an administration fee.
Suitability
You are responsible for making sure that the ingredients, packaging and other products purchased from our website are suitable, safe and fit for their intended and actual use.
Cancellations
In line with the Consumer Rights Act 2015, if a customer cancels their order within the 14 day cooling-off period a refund will be issued within 30 days of cancellation provided the order has not already been dispatched. If the order has been dispatched a credit note will be issued within 30 days of receipt of the returned order providing the external packaging has not been opened. The customer will be held liable for the cost of returns if the order has already been dispatched.
Missing Deliveries
If your parcel is missing / lost we will replace the order subject to the timeseale designated by the delivery company for items considered to be lost. You must inform us of it being missing within 3 working days from the date that the parcel was due to be delivered. The timeseale designated by the delivery company is specified by the carrier services we use – the longest of all being Royal Mail where a parcel is not considered lost until the 15th day (24th day for parcels to Europe) after it was posted.
Returned Parcels
If your parcel is returned to us through no fault of our own, we will charge you a redelivery cost. Please ensure that you give us correct delivery information when ordering.
Delayed Deliveries
If you do not receive your order within a reasonable time, please let us know and we will investigate. Whilst we take steps to ensure your order is delivered in good time, we cannot be held responsible for deliveries delayed by either Royal Mail or by the courier company.
Missing Deliveries
If your parcel is missing / lost we will replace the order subject to the timeseale designated by the delivery company for items considered to be lost. You must inform us of it being missing within 3 working days from the date that the parcel was due to be delivered. The timeseale designated by the delivery company is specified by the carrier services we use – the longest of all being Royal Mail where a parcel is not considered lost until the 15th day (24th day for parcels to Europe) after it was posted.
Returned Parcels
If your parcel is returned to us through no fault of our own, we will charge you a redelivery cost. Please ensure that you give us correct delivery information when ordering.