Shipping policy

 

Shipping Policy

PAYMENT

Payment can be made by any major credit or debit card or through an electronic payment account as indicated on the checkout page.

By placing an order, you consent to payment being charged to your debit/credit card account or electronic payment account as provided on the checkout page.

Payment will be debited and cleared from your account before the dispatch of the goods or provision of the service to you.

You agree not to hold us responsible for banking charges incurred due to payments on your account.

We reserve the right to change the fees for any services at any time. We agree to notify you at least 30 days in advance of any change in fees.

ORDER ACKNOWLEDGEMENT

Following receipt of your order you will be sent an acknowledgement by email (assuming you provide a valid email address) detailing the price of the goods you have ordered and any associated delivery costs to be charged to you. You must review your order confirmation email to check all information is correct and notify us straight away before dispatch if any of the order details such as delivery address are incorrect.

DISPATCH & PAPER INVOICE

We aim to dispatch your order the same day it is received if before 2pm, on a 1-2 day courier service. At key holiday times such as Christmas, orders may not be dispatched within the same timelines but a notice will be clearly posted on the Website to note this.

All orders are also dispatched with paper invoices, these should be kept as proof of purchase. We do not send dispatch invoices electronically.

DELIVERY

We offer free delivery to mainland UK addresses sent via our next working day courier service or 1st Class Royal Mail for orders over £50, and £4.49 shipping for orders under £50. All orders placed before 2pm will be dispatched same day, and delivery should be within 1-2 days assuming no unforeseen delays. 

Working days are Monday to Friday, not including bank holidays.

Although most orders are shipped on a next day service, we cannot guarantee next day delivery or how long a delivery will be as there can be delays in transit out of our control.

We use a range of next day hour couriers including DPD and Parcel Force, for UK delivery.The courier choice is automated and can not be user or customer services selected. 

We offer shipping within the UK. Unfortunately we are unable to ship to Northern Ireland at this time.

You should receive a confirmation of dispatch by email with tracking number if a valid email address is provided when you order. The tracking will be for DPD (https://www.dpdlocal.co.uk/ ), ParcelForce or Royal Mail. The tracking information for Courier shipped orders shows delivery updates.

Deliveries are usually made between 9am-5pm. Please ensure someone is available to take receipt of the goods at your delivery premises between these times, as a charge may otherwise be incurred for redelivery. The courier will notify the customer of the delivery time on the day of delivery.

Proof of delivery photo will be taken by the courier once delivery has been made. We require all deliveries to be checked for shortages and any obvious damages. 

If in the rare event you have not received your order within 5 working days please check the tracking information and if unable to resolve with the Courier please contact us immediately using our Contact Us here, it is the customer’s responsibility to report lost items to us within 14 days of notified dispatch. In the rare event where orders are not received within the expected timeframe, we need to follow the process with our courier service to locate and get your parcel to you which can take up to 5 working days.

Customers are obliged to comply with DPD’s claim compensation process and/or the RealFoodSource process. Failure to comply with these processes will result in no refund being issued.

RealFoodSource is not liable for any delay in the delivering of purchases, or the performance of the delivery service, however caused.

If you change address, you are responsible for updating your address details in your account. You can update your address details by logging in to your account. You will be liable for any orders posted to the wrong location if you have not updated your address.

We shall have no liability to you for any failure to deliver goods you have ordered or any delay in doing so or for any damage or defect to goods delivered that is caused by any event or circumstance beyond our control including, without limitation, strikes, lock-outs and other industrial disputes, breakdown of systems or network access, flood, fire, explosion or accident

INSPECTION OF GOODS & DAMAGED ORDERS

If your order is damaged in any way in transit, if signing for the order you must note that the order is received damaged on signing. If all the order or any item in your order is damaged you must Contact Us here within 48 hours of delivery so we can raise a claim with our delivery service and resolve for you as soon as possible. For our claim we require images of the damaged goods and outer packaging and you must not discard of the goods until the matter has been resolved.

You must also inspect all the goods received on delivery to make sure you are happy with them. Any errors must be reported within 14 days. We require an image of the enclosed packing slip to resolve and we can only refund food products within 14 days if you find the product does not meet the product specification or damaged upon delivery. We do not take responsibility for how you may store and use them.