Delivery and Click & Collect Information
We have temporarily suspended our national delivery service during the COVID-19 lockdown. 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.
Local Home Delivery arrangements and prices
1.1 Local Home Delivery costs £2.50 (free for orders over £50). 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:
Tuesday – Crickhowell, Glangrwyney, Llangattock
Wednesday – Cwmdu, Tretower, Bwlch, Llanfrynach, Talybont
Thursday – Llanwenarth, Abergavenny, Pandy, Llanfoist, Gilwern, Govilon, Clydach
Friday – Llangynidr, Ebbw Vale, Brynmawr, Blaenavon, Rassau, Merthyr
Saturday – Crickhowell, 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 one full working day to process your order. So if your delivery day is Wednesday, you will need to order through the website by 10am on Tuesday of that week. And if your delivery day is Tuesday, you will need to order by 2pm on Saturday the previous week.
1.5 We do not deliver on Sunday or Monday, or on UK Bank Holidays, or the day after Bank Holidays. The exception is this year’s May Bank Holiday (Friday 8 May), when we will be delivering as normal on Friday and Saturday (8-9 May), but there will be NO deliveries on Tuesday 12 May.
1.6 We despatch orders in our refrigerated van for delivery between 10:30am and 6pm Tuesday-Friday, and between 10am 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 gluten-free sausages 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 disposable gloves, using hand sanitiser between deliveries, and regularly wiping down hard surfaces with disinfectant spray.
2.1 If for some reason your order fails to arrive on the agreed day, please call us on 01873 810405 or email firstname.lastname@example.org 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.
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 (Tuesday-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 Click & Collect orders will be ready for collection from our shop between 2pm and 5pm Tuesday-Friday, and 9am-2pm on Saturday. Please observe social distancing guidelines when you come to collect your order, and 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.
3.4 You must collect your order by 5pm on the day you’ve selected (2pm if it’s a Saturday). 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.
3.5 Our online ordering system is set up to give us at least 2 full working days to process your order. So if you want to collect your order on Wednesday, you will need to order through the website by 10am on Monday of that week. And if you want to collect on Tuesday, you will need to order by 10am on Friday the previous week.
3.6 We are closed Sunday and Monday, and on UK Bank Holidays, and the day after Bank Holidays. The exception is this year’s May Bank Holiday (Friday 8 May), when we will be open as usual on Friday and Saturday, but CLOSED on Tuesday 12 May.
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 gluten-free sausages are supplied frozen, ready for you to pop straight in the freezer.
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 email@example.com, including your order number and photos if necessary so we can sort things out.