Orders are collated during our normal working hours by our happy team of warehouse staff. Each item is scanned and checked against your order to ensure mistakes don't happen. Once your order has been completed by the warehouse, you are sent an email to let you know that it has been sent to the despatch department. On rare occasions, we may run out of stock before your order can be completed. If this happens, you are automatically informed by email and then the despatch team will get in touch to offer a speedy resolution.
Once your order reaches the despatch department, it is then checked manually against the delivery note. Care is taken to ensure that everything is perfect before careful wrapping and packing.
When you place an order with us, you are given the option to "Use recycled packaging". This option allows us to use recycled cartons (when available) to reduce our carbon footprint and environmental impact. As a company, we empty a huge number of very strong cardboard boxes when we create our mixes and pack our range of foods. Instead of sending these to a recycling centre, it is better for everyone if we can use these boxes when sending out your order. Indeed some of the boxes are so strong that it really does seem a shame not to let them live again!!
Please note that some products will always be packed in recycled packaging, for example: complete (25Kg) sacks of rice/grains etc. Some items cannot be packed in recycled packaging. Weight critical items, such as economy or Airmail packets may need to be packed in padded envelopes in order to keep the weight down.
Once your order is packed up and ready to go, it is sent using the chosen delivery option. If you have chosen a courier option, you will be contacted by them to keep you informed of the progress of your parcel. It is a good idea to supply a mobile number so that they can contact you if any problems arise and to let you know the approximate delivery time.
At checkout, you have the options of different delivery methods. These are as follows:
|Delivery Option||Speed (approximate)|
myHermes economy delivery
|3-5 working days||Maximum weight 15Kg||Orders are collected twice a week and then sent using a 48hour service|
|DPD next working day||1-2 working days (normally next day)||Maximum of 30Kg per box||12 pm Mon-Fri|
|DPD highlands and islands|
2 days to Northern Ireland, Scottish Highlands
|Maximum of 30Kg per box||12 pm Mon-Fri|
|DPD economy EU Road||2 days: France, Belgium, Luxembourg, Netherlands|
3 days: Germany, Austria, Denmark
4 days: Italy, Spain
|30Kg per box||12 pm Mon-Fri|
|Collection in person||Usually 2 hours or less. Please wait for the "Ready to collect" email/text before making a journey!||Collect in person from our warehouse:|
Downton, Salisbury SP5 3JJ
|8 am - 3 pm Mon-Fri|
The collection option is only visible for local postcodes. If you live outside the local area, you need to specify the warehouse address as your delivery address. This will remove any delivery charges. You should enter your own address in the invoice/billing address.
We don't have set costs for courier delivery, instead we use a much fairer system of a sliding scale based on the above criterion (weight, value, destination). We also have a feature enabling you to see instantly how much delivery will cost simply by adding items to your shopping basket. The system automatically switches to the cheapest available option.
If you require delivery to a non-UK Mainland address, please create an account first and ensure you are logged in. This will enable the website to work out the most efficient method of delivery. It will also remove the VAT for exempt regions such as Guernsey/Jersey.
The reason for using this system is not to confuse you, but to be fair. Unlike many companies online, we don't hike up our prices and then offer free delivery, nor do we make a profit from our delivery charges. Instead, we keep our prices low, we re-use cardboard boxes and packaging, and try and pass on all these savings to you. If you find that the delivery charge seems high, try adding some extra items to your bag and see the charge reduce.
Please note that in order to get parcels delivered first time, parcels may be left with a neighbour if the recipient is not home when the delivery driver calls. If this is not appropriate, then please mention this in your order notes.
At present we are unable to ship orders to locations outside of the EU. This includes the USA, Canada, New Zealand and Australia.