Advice Centre




Delivery Information

Quoted delivery prices:
The delivery price initially quoted in the Shopping Basket is the cheapest offered by our couriers to the cheapest UK post code. If you click 'checkout' you will be asked for your worldwide delivery location - and we will query our couriers (FedEx & UPS) databases and quote you an exact delivery charge. All of this is done before you are asked for payment. So you can choose between a fast (expensive) service or a slower service. All delivery options are quoted at our cost price - ie we make no profit on delivery charges. PayPal Express checkout will only allow delivery to your verified PayPal address.

Free delivery offer:
Prior to taking your card details we will offer you delivery service options and pricing based on your delivery location - with free delivery offered if you qualify.
Qualifying orders must have an invoice total of over 99 and a delivery location in our couriers UK standard rate price zones. Exports out of the UK and deliveries to expensive UK courier zones are charged at cost. Scottish Highland post codes, other outlying areas and most UK offshore post codes will not qualify for this offer.

Next day delivery offer:
If you place an order on our website before 4-00pm on a working day and choose delivery by one of our couriers (UPS or FedEx) they will be at your door with your parcel the next working day. If our courier fails to deliver or (if no-one answers the door) leave a card then at your request we will refund the shipping charge.
  • This offer does not apply if you choose Royal Mail delivery.
  • This offer only applies to our FedEX or UPS standard next working day (Mon-Fri) courier delivery options.
  • This offer only applies to deliveries to UK addresses which are in our couriers next day delivery zones - Ie it excludes Highlands, offshore and other remote locations.
  • This offer applies only to orders placed on this website.
  • This offer is not extended to include any special instructions you may add in the 'comments' or 'FedEx delivery instructions' boxes when you checkout.
  • You must obviously give us the correct delivery address and post code - if any details are inaccurate it may delay your consignment.
  • Please read further points and conditions below.

    International Deliveries
    We sent export orders our by courier or freight. We can only give you an estimated delivery date - so please be aware that you must be available to receive the goods. If the courier is unable to delver to you they will send the consignment back to us - unfortunately the cost of returned consignments is two times the cost of dispatching them. So please make every effort to get hold of your parcel to prevent this charge.
    Please also note that you are responsible for paying all importation costs - Duty and other taxes. It is your responsibility to investigate how much these taxes are prior to ordering from us - they can vary from zero to 100%!

    The Dispatch & Delivery Process:
    Once your goods have been dispatched by us at around 6pm you will receive an email with a tracking number and information on how to track your parcel. To track your parcel go to www.fedexuk.net or www.UPS.com type in the number for up to date tracking info.
    If no-one is in the courier will leave a card with details of how to get hold of your parcel. Read the card! If you ordered before 4pm the previous working day and are UK mainland (not highlands) then you should get your parcel or a card today - if by 4pm you've had nothing then call us and we can confirm if a courier is on their way. If you get a card you MUST contact the courier within 5 DAYS or the delivery will be assumed refused and you may be charged for redelivery. If you need to go and pick the parcel up or have not been carded (or lost the card) then click this link, enter your Post Code and you'll get details of your depot - www.fedexuk.net or www.ups.com If you have problems with the courier - give us a call on 0845 226 3024.

    Delivery Guide:
  • If you provide us with an incorrect address we will have to pass on the fee our courier may charge for the address to be changed for your consignment.
  • Someone (anyone) must be at the given address to sign for the delivery between 8-30am and 6-30pm (for standard Next Day service). Therefore we recommend delivery to a work address where someone is willing to sign for the goods during the working day. A signature is required as proof of delivery.
  • If you choose to have your goods 'left safe' and they are stolen or damaged you CANNOT CLAIM COMPENSATION - therefore we strongly advise you NOT to request them left safe.
  • Please do not accept anything from the courier which is obviously damaged. They will return them to us if you refuse to accept them and we will send undamaged goods back out to you. If you have accepted the goods from the courier but find they are damaged you must inform us as quickly as possible. Please do not throw away any of the packaging - we will request a photograph of the packaging and the damaged items to confirm what has happened. If you do not want to send us a photograph then you must return the damaged goods back to us so that we can inspect them.

    Theft:
    We accept no liability for a successfully completed delivery that you do not take possession of. We are delivering to an address NOT an individual. Therefore if you share an address with other people please be aware that they may take possession of your goods.
    If you asked for the goods to be left safe and they are not there I am afraid that we or the courier cannot accept responsibility for the theft. If our courier logs a consignment as having been delivered and it is not there then please call us immediately. In these cases we will provide you all the help we can, but it is up to you to contact and deal with the Police.

    Where we won't deliver:
  • Our couriers will not deliver to PO boxes - all deliveries must go to a physical address where the occupier will sign for it.
  • We will not delver cream chargers to addresses where vulnerable people may be put at risk. This includes schools, colleges, universities, hospitals etc.
  • Couriers will not deliver to BFPO addresses. Royal Mail will however - so please choose that option.

    Other notes.
  • You can specify a delivery day - please email (customerservices@cateringandleisure.co.uk) or call us on 023292 378700 and we will delay dispatch of your consignment so that it is delivered on the day you require.
  • Saturday deliveries are charged extra.
  • If you need to change the delivery address after dispatch the couriers may charge us a re-booking fee - usually it is cheaper to have the goods returned to us here and dispatched again.
  • If your package is damaged do not accept delivery.
  • Please make sure we have a valid phone number so you can be contacted should there be any delivery problems.
  • If you place your order after 4-00pm and require your goods urgently we may be able to prioritise you - call us.

    Acts of God:
    We cannot be expected to deliver next day should the consignment be delayed or destroyed by an 'Act of God' - so for example extreme weather may cause a delay in your consignment which we can reasonably argue is circumstances beyond our or our couriers control.

    We try very hard to get your delivery to you without wasting your time, but we require your help for this to happen. Please give us as much address information you can - and a phone number that both our staff and the courier driver can get you on.

    
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    Wednesday 22nd October 2014