Delivery and Click & Collect Information

COVID-19 Update

We have temporarily suspended our national delivery service during the COVID-19 pandemic. This is to allow us to focus on serving the needs of our local customers by offering safe Local Home Delivery and Click & Collect ordering.

We’ll resume our nationwide courier service once it’s practical for us to do so, and look forward to serving our further-flung customers again soon.

 

Christmas 2020 – Local Home Delivery and Click & Collect arrangements

Details coming soon.

 

Standard Local Home Delivery arrangements and prices

1.1 Local Home Delivery costs £2.50 (free for orders over £60). If applicable, this fee will be automatically added when you get to the checkout.

1.2 We deliver according to a fixed weekly schedule covering the following areas:

    • TuesdayCrickhowell, Glangrwyney, Llangattock
    • WednesdayCwmdu, Tretower, Bwlch, Llanfrynach, Talybont
    • ThursdayLlanwenarth, Abergavenny, Pandy, Llanfoist, Gilwern, Govilon, Clydach
    • FridayLlangynidr, Ebbw Vale, Brynmawr, Blaenavon, Rassau, Merthyr
    • SaturdayCrickhowell, Glangrwyney, Llangattock Llanbedr, Llangenny

1.3 Please make sure you choose the correct delivery day/date for your area when you place a home delivery order online. When you get to the Checkout, you will see what dates/days are currently available. If your scheduled delivery day isn’t showing, we’re sorry but that means either we’ve reached our delivery order limit for that day, or, if you’re ordering further ahead, that that date has yet to be released.

1.4 Our online ordering system is set up to give us time to process your order. So if your delivery day is Thursday, you will need to order through the website by 10pm on Wednesday. And if your delivery day is Tuesday, you will need to order by 10pm on Monday.

1.5 We do not deliver on Sunday or Monday, or on UK Bank Holidays or the day after Bank Holidays, unless specifically stated on our website. Any other planned closures will be listed on our home page.

1.6 We despatch orders in our refrigerated van for delivery between 9:30am and 6pm Tuesday-Friday, and between 9:30am and 3pm on Saturday. We’re sorry, but we cannot provide more definitive time slots. If you think you may not be in, please include Safe Place delivery instructions when you get to the Checkout. Please note: orders are despatched in carrier bags or cardboard boxes WITHOUT cool packs, so it’s important that you refrigerate any perishable contents as soon as possible.

1.7 All our meat is cut fresh to order, and can be frozen on receipt with no detrimental effect on flavour or texture. Most of our meat is supplied vac-packed, or in trays. Our burgers and special-recipe sausages (made without preservatives or gluten-containing ingredients) are supplied frozen, ready for you to pop straight in the freezer.

1.8 Our delivery staff know they are carrying perishable goods. They do not need you to sign for delivery and, in keeping with social distancing guidelines, will not enter your home. They will simply place your order on your doorstep, ring your doorbell (or knock) then step back at least 2m to allow you to come to the door safely. Delivery shall be deemed to have been made either when you accept delivery in person, or the driver leaves the package in your agreed safe place.

1.9. Please be assured that during the COVID-19 pandemic our delivery staff follow social distancing guidelines and adhere to strict hygiene protocols, wearing masks and disposable gloves, using hand sanitiser between deliveries, and regularly wiping down hard surfaces with disinfectant spray.

 

Non-delivery

2.1 If for some reason your order fails to arrive on the agreed day, please call us on 01873 810405 or email hello@cashells.co.uk as soon as possible within 24 hours, quoting your order number, so we can find out what’s gone wrong.

2.2 We cannot accept liability for non-delivery if the address details you’ve supplied are incorrect or incomplete.

2.3 If your order is not delivered on the date given in the website order acknowledgement, and providing you supplied a correct and complete delivery address, we’ll resend your order or you’ll be entitled to a full refund.

 

Standard Click & Collect arrangements

3.1 There is no charge for placing orders for Click & Collect. Just make sure you choose Click & Collect as your delivery option when you get to the Checkout and confirm your choice in the dropdown menu.

3.2 You can book any available day (Monday-Saturday) to collect your Click & Collect order. When you get to the Checkout, you will see what dates are currently available. If your preferred date isn’t showing, we’re sorry but that means either we’ve reached our order limit for that day, or, if you’re ordering further ahead, that that date has yet to be released.

3.3 Our online ordering system is set up to give us time to process your order. So if you want to collect your order on Thursday, you will need to order through the website by 10pm on Wednesday. And if you want to collect on Tuesday, you will need to order by 10pm on Monday.

3.4 Click & Collect orders can be collected at the times listed in our opening hours at the foot of this page. Please wear a face covering and observe social distancing guidelines when you come to collect your order. Please also make sure you have your order number (shown on the order confirmation email). If someone else is collecting your order on your behalf, please make sure they have your order number.

3.5 You must collect your order by 3.30pm on the day you’ve selected. If you are unavoidably delayed, please email or call us as soon as possible. If necessary, we can keep your order in cold storage for a further 24 hours. After that time, given the perishable nature of our products, your order will be disposed of. You will not be entitled to any form of refund if you fail to collect your order within 24 hours of the booked collection date.

3.6 We are closed Sundays, and on UK Bank Holidays, unless specifically stated on our website. Any other planned closures will be listed on our home page.

3.7 Click & Collect orders are packed in carrier bags or cardboard boxes WITHOUT cool packs, so it’s important that you refrigerate any perishable contents as soon as possible. All our meat is cut fresh to order, and can be frozen with no detrimental effect on flavour or texture. Most of our meat is supplied vac-packed, or in trays. Please note that our burgers and special-recipe sausages (made without preservatives or gluten-containing ingredients) are supplied frozen, ready for you to pop straight in the freezer.

 

Returns

4.1 We regret that due to their perishable nature, we are unable to accept returned goods or claims for goods ordered in error.

4.2 Our orders are all picked and packed with care, and we aim to deliver them in tip-top condition. But if there’s a problem with any of the items in your order, please phone us as soon as possible on 01873 810405. Alternatively, email us at hello@cashells.co.uk, including your order number and photos if necessary so we can sort things out.