Delivery & Returns

Delivery & Returns Policy

Fillet & Bone Ltd (“we” and “us”) is the operator of (https://www.cotswoldfoodhampers.co.uk) (“Website”). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.

1. General

Subject to stock availability. Whilst we do our utmost to provide the items as described on our website, occasionally we may need to offer a substitute item.
We will always advise you of any product substitution and offer alternatives if possible. A refund will be offered if the substitution is not acceptable.

2. Delivery Costs

Delivery is provided at a cost of £9.95 per Hamper. This is limited to Mainland UK deliveries only.
Deliveries elsewhere are subject to additional cost. Please e-mail the required delivery address to hello@filletandbone.co.uk prior to placing your order and if we are able to arrange delivery to this address a quotation will be provided.
Payment for delivery will be collected with the purchase.

3. Returns & Refunds

3.1 Return Due to Change of Mind

Fillet & Bone Ltd will happily accept returns due to change of mind as long as a request to return is received by us within 14 days of receipt of the item and all items are returned to us in original packaging, unused and in resaleable condition.
Customers will be required to arrange and pay for the return shipping. Once returns are received and accepted, refunds will be processed to store credit for a future purchase. We will notify you once this has been completed through email.
(Fillet & Bone Ltd) will refund the value of the goods returned but will NOT refund the value of any shipping paid.

3.2 Returns due to Faulty or Damaged Goods

Fillet & Bone Ltd will happily honour any valid claims i.e. faulty or goods damaged in transit provided a written claim is submitted within 14 days of receipt of items.

Customers will be required to pre-pay any return shipping costs; however, we will reimburse you upon receipt and confirmation of claim.

Upon return receipt of items, you can expect Fillet & Bone Ltd to process your claim within 7 days.
Once a claim is confirmed, you will receive the choice of:
(a) refund to your payment method
(b) a refund in store credit
(c) a replacement item sent to you (if stock is available)

4. Delivery Terms

4.1 Dispatch Time

Orders are usually dispatched within 1 business day of payment of order.
We operate Monday – Friday during standard business hours, except on national holidays at which time we will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

4.2 Transit Time Domestically

Orders placed before 4pm weekday will be dispatched the following day using a 24hr (working day) service e.g. items ordered before 4pm on a Tuesday, would arrive on the Thursday.  All items ordered before 4pm on a Thursday will be processed and dispatched on the Friday and delivered on the Monday.
All items ordered on a Friday will be processed on the following Monday, dispatched on a Tuesday and delivered on a Wednesday.

4.3 Transit time Internationally

We currently do not offer international delivery.

4.4 Change of Delivery Address

For change of delivery address requests, we are able to change the address at any time up to the day the goods are scheduled for dispatch and before the order has been dispatched.
Please note that a change to the delivery address may result in a delay to the dispatch of the goods.

4.5 Delivery Time Exceeded

If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation. Delivery time shall not be the essence of our contract with you.

5. Goods Damaged in Transit

We use couriers who are required to ask for a signature on delivery to accept receipt. Unless you are able to check the contents of a parcel on delivery, you should sign for acceptance from the couriers on a ‘goods unchecked’ basis and ask the courier to note this.

If you are asked to sign for receipt of a parcel which appears to have been damaged in-transit, then unless you can immediately check and verify the contents themselves are undamaged, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact our customer service, preferably by e-mail and if possible, with an attached photograph clearly showing any damage.

6. Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to 3.1

7. Insurance

Parcels are insured for loss and damage up to the value as stated by the courier.

7.1 Process for goods damaged in-transit

We will process a refund or replacement as soon as the courier has completed their investigation into the claim.

7.2 Process for goods lost in-transit

We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the item lost.

8. Customer service

For all customer service enquiries, please email us at hello@filletandbone.co.uk