Sales

We offer a range of quality natural foods for sale via this website. All goods are new and meet or exceed current food legislation. We strive to provide the best possible product and as a result items may change from their description without prior notice. The website is updated automatically to reflect changes in product specification and stock levels so this fairly unlikely to happen.

Privacy and use of your personal data

We record your email address, telephone numbers, delivery and invoice addresses for the purpose of supplying goods to you.
We will supply delivery address, email and phone number to the couriers who act on our behalf so that they can keep you informed about your delivery.
We will send your email address, order number and the products you have ordered to Trusted Shops GmbH (www.trustedshops.co.uk) for the purpose of collecting customer reviews.
We will contact you using email, telephone or SMS in order to rectify problems that may arise in the normal course of business.
We will never sell your data or give it to a 3rd party other than as outlined above.
We optionally store your date of birth so that we can wish you a happy birthday!
We will optionally send you special offers (aka Newsletters) on an occasional basis. The consent for this is within Personal Information within your account settings: here.

If you would like to remove or inspect the data we hold on our system, you must apply to us by email. We will ignore 3rd party "data deletion" requests - we will only correspond to the individual concerned.

Delivery

It is vital that you give us a correct delivery address that your order can be delivered to. This must be an address where there is a safe place to leave a parcel in your absence or where there will be somebody available to receive delivery within the advertised delivery period. For express delivery, this is quoted as 1-2 working days (for example if an item is ordered after 12pm on a Friday, delivery would be expected on the following Tuesday or Wednesday). Couriers cannot deliver to BFPO or military bases as they cannot afford the delays associated. Please do not choose a military base for delivery unless you have made arrangements to allow the driver to enter without delay. An alternative address is recommended in these circumstances.

Please note that in order to get your order delivered as soon as possible, we allow the delivery company to deliver to a neighbour if you are not in. This saves the inconvenience of having to arrange redelivery or making alternative arrangements. If you do not want your parcel left with a neighbour, you can request this in the "Order Notes" section of the order form.

Courier deliveries

Our couriers will contact you either by email or SMS (if a mobile number is left). They will do this once the parcel has been collected, advising of the estimated delivery date. On the morning of delivery they will do the same but give an estimated time slot for delivery. Both messages will give options for what to do if you are not in when the courier calls (for example "leave with neighbour" or "leave in porch"). It is important that you let the couriers know by following their instructions to prevent your order from being returned to us. If you have difficulty in doing this for whatever reason, please contact us and we will do it for you!

Our couriers will attempt delivery twice before returning the parcel to their depot. The parcel will remain there for a couple of days before returning it to us. If this happens, we may need to make a charge to redeliver the parcel to you (or deduct the return charge from any refund).

Returns

In the unlikely event of needing to return an item, please use the contact page.

The Distance Selling Regulations - your right to cancel:

The Distance Selling Regulations specify that an online purchase should carry the same or lesser risk than the same purchase made in a retail store. This means:

You may return any item for a full refund where you have not physically been able to examine the item prior to purchase.
You must notify us within 14 days of receipt with your intention to return the goods. We must then receive the unwanted goods within 7 days (or 21 days of the initial delivery).
The refund issued for the returned item(s) would include the original delivery charges unless an express option was chosen. For example, if an item was ordered and a next day courier option selected but the item could have been sent using a cheaper option, the refund is only applicable for the cheaper option.
This excludes business to business transactions and items ordered or manufactured on request.
This excludes the return postage. Getting the item back to the seller is the responsibility of the purchaser.
This also excludes damages caused on the return journey. For this reason, please ensure your return is packaged securely against breakages.
We can arrange collection of the goods for a fee of £17.27+VAT (£20.72 inclusive). This fee is for mainland UK and is per box up to 30kg. If the weight of your return is less than 15Kg and you can take it to a Parcel Shop, the return charge will be significantly reduced.
Failed collections are charged at £10+VAT (£12). This will be deducted from any refund.

Bulk Goods

Items that are sold in a trade/wholesale format such as sacks of oats, boxes of dried fruit and boxes of nuts can be supplied in different packaging to that shown on the website. The photos (if present) show a usual representation of the goods. We reserve the right to repair wholesale items when damaged by applying tape to boxes or sacks. This does not affect the shelf life of the product (unless otherwise noted). Some items are supplied to the wholesale trade in a partially sealed (breathable) state. Items like this are usually packed as a "bag in a box" where the bag isn't sealed to the air. The box will always be sealed with tape. For some items we will open the box and seal the inner bag (glace cherries are a good example) as without doing so the semi-liquid contents can escape if the box is not kept upright.

Faulty, Damaged or incorrectly supplied goods

If your delivery arrives damaged, please get in touch immediately!

For severely damaged items - especially in the case of a bulk bag/box with the contents open and leaking, the best course of action is to refuse the parcel from the courier. The courier will then return it to us without any more involvement from yourself.
If the outer packaging is damaged, we would advise you to accept the item but take photos of the outer packaging BEFORE opening. This will help with any potential claim or help us to protect our product better in the future.
If you find that a parcel that looked fine on the outside contains damaged items, please take a photo "in situ" (ie whilst it is still in the outer packaging). Again this will be useful in the event of a claim and to help with improving our service.
If your product is faulty then please take photos of the fault, showing the nature of the problem and we can help you rapidly resolve the issue.
For incorrectly supplied goods, please let us know as soon as possible so that we can fix it! Please be aware that we often re-use boxes for packing orders. This might mean that a delivery of nuts has been packed into a box labelled "Prunes". In these cases, we usually apply a label to inform that the box is recycled.

Once you have photos that you wish to send us, please use the contact page (there is a button labelled "choose file" to add the photos to your message). If it is easier you can send them directly to shop@wiltonwholefoods.com (or reply to any email we have sent you).

If you do not have access to a camera, we can still help. It just might take longer to resolve! Just use the contact page to get in touch and we can make things right!

Please note that all damages and faults must be reported as soon as possible. We cannot accept claims for damaged items later than 3 days from your delivery date. For faulty items, this period will be between 30 days and the Best Before date marked on the product (but never less than 30 days). This does not include damage that has occurred at the premises of the consumer and it is essential that the correct storage environment has been provided for the goods supplied, for example "Store in a cool, dry place".

Non-delivery of orders

If you have received a "Your parcel was delivered" email or text but you don't have your goods, please let us know as soon as is practical. Issues may take 24 hours to investigate (more during the weekend/holidays), so please be patient. We know how frustrating it is to not receive an order and we will work hard on your behalf to ensure the issue is resolved.

If you have received a despatch notification from us but nothing from the courier after 48 hours, please let us know! The exception to this would be if you receive a despatch notification on a Friday afternoon (after the couriers have collected). In this case it is possible that you wouldn't hear anything from the courier until 10pm on Monday evening.

Please note that any non-delivery claims need to be raised within 5 calendar days of a "Your parcel was delivered" email and 10 days from a "despatch notification" email.

Trade Customers

Please use the contact form (and choose Trade Enquires as the subject header). The form is here.