Returns & Refund Policy

Collection

When an order is placed you will receive an initial acknowledgement email, but please wait to receive an Order Complete email before going to the warehouse to collect your order. Your order will not be ready for collection until the second email has been sent.

Collection times at Manor Farm, Buckingham Road, Whitchurch HP22 4RB are 12-6pm Monday to Friday, 9-6 Saturday. When you come to the warehouse, please wait to be served. In bad weather the shutter may be down, but a member of staff will come to the door.

Delivery

If you prefer to receive a delivery, use our postcode checker to find out if we deliver in your area. Deliveries are Tuesday to Saturday in many areas of Bucks, Beds and Herts, limited to 30 per day, so you will be offered the next available delivery slot accordingly.

Goods will be delivered between 10am and 6pm on the relevant day, and you will receive a two-hour time slot on the day of delivery. You should ensure someone is available to receive the delivery, particularly of frozen goods, but alternately you can nominate a safe place for our driver to leave the package in the Order Notes section at checkout.

If you instruct us to leave your goods in a safe place, this is entirely at your own risk, we cannot be held responsible for missing or defrosted items left at your request. We will pack goods as best we can in a polystyrene box, but please be advised that frozen items, particularly small ones, will defrost if left for too long.

Checking

Please check your delivery when it arrives and notify us of any product shortages or issues within 24 hours of your delivery.

Cancellation and Returns

Once an order is placed it is usually picked within 24 hours. If you need to cancel an order, please call the warehouse on 01296 327451 as soon as you can.

We regret that we are unable to accept returns for frozen products as we are unable to guarantee that they remained frozen once out of our warehouse.

If you change your mind on an ambient purchase, or need a different size / style, you can return the item in the condition in which it was bought, with the packaging, tags and receipt, for an exchange or store credit. Please note, we do not offer refunds.

If an item is faulty, please return it within 30 days so that we can contact the supplier for a refund or replacement. This policy does not affect your statutory rights.