We aim to despatch all orders within 24 hours (Monday to Friday) and during busy periods, within 48 hours. UK orders under 1.5 kilos will normally be sent by Royal Mail first class post. Orders over 1.5 - 2.0 kilos will normally be sent by secure courier service (UK mainland only - please see below for Ireland and Overseas). You should receive notification by email that your order has been received and once it has been despatched. Please ensure our email address is added to your ‘safe list’ and not filtered by spam/junk filters.
For despatch by courier, it is essential to ensure someone will be present at the delivery address to receive the order, as packages will not be left without a signature on behalf of the recipient without prior consent. (It is essential that someone is available to sign for frozen goods as we can only ensure frozen wheatgrass juice remains frozen overnight). Delivery times are 07:00 to 19:00 Monday to Friday (we cannot specify an exact time for delivery). It may often be convenient to specify a work or business address for delivery.
If no one is present at the time of attempted delivery the courier will leave a 'notification of failed delivery' card. The courier will re-attempt delivery the following working day (as notified on the card). If no one is present on the second delivery attempt, the package will be returned to the local depot and held for five days only for collection. A second card will be left confirming this along with depot contact details. After two failed deliveries, it is the customer’s responsibility to collect the package from the local depot within the five days. Failure to do so will result in two sets of additional charges. After five days, the package will be returned to us and a return fee will be charged. In order to re-deliver goods, both a new delivery fee and the return fee are payable by the customer. All extra charges are the responsibility of the customer where the above guidelines have been met by ourselves and the courier. No exceptions will be made. If you wish to redirect the package to an alternative address, this will result in extra charges. Please be aware these charges are also the responsibility of the customer. Any requests for refunds will be less both the original delivery charge and the return charge. Full refunds will not be given if the customer has failed to be available to take receipt of the goods on two occasions.
If the goods are not delivered within the timescale notified in our despatch email, please contact us immediately. We cannot be held liable for any loss caused by late delivery on the part of the couriers. Orders may be left secure (at our discretion), without a signature, if requested. However, please note, we do not take any responsibility for any loss or damage which may occur as a result.
For non-UK addresses/Overseas customers, please contact us for a shipping quote if your country does not appear in the drop down list during checkout (please provide details of the delivery location and order quantity). We also request that non-UK mainland customers (including Northern Ireland) who choose to order items weighing 1.5kg and over, also contact us for a shipping quote due to the courier surcharges for these locations (orders under 1.5kg will be sent via Royal Mail and can be ordered as per the stated shipping rates during checkout). Overseas orders will be sent by Royal Mail Airmail who state a delivery aim of 3-5 days for most parts of the world. We cannot be held responsible for any problems with customs for overseas orders.
UK customers may use the ‘estimate shipping’ button once items have been selected and added to the shopping cart. We cannot be held responsible for any late deliveries either by courier or Royal Mail or for any incorrect/incomplete addresses provided once items have been despatched.
In the unlikely event that any item is out of stock, we will contact you to advise the date the item will be available and a full refund will also be offered. We cannot be held responsible for any errors or omissions on the site.
We reserve the right to refuse or cancel an order without reason, with a full refund provided, as per our terms and conditions. This includes any order from unverified or unconfirmed paypal addresses. We also reserve the right to change the requested shipping method without reason, and refund any difference in the price paid if applicable.
Our returns/refund policy is in accordance with EU distance-selling regulations (2000), which outlines your rights to cancel your order.
If you wish to cancel an order, written notice, by email/letter, must be given within 7 days of receipt of the good(s) and the good(s) must be returned, by recorded delivery, within 14 days of receipt. You must quote your order number and we will advise the return address/procedure.
We will only offer a refund or replacement as long as good(s) are sent back in their original condition, are unused and unopened in their original packaging. For health and safety reasons, we will not be able to accept returns or refunds on any foods items in most cases and refunds will be by our discretion. Under no circumstances will refunds or returns be accepted on any food items that have been used, opened or had their security seal broken.
If your goods do not arrive in perfect condition, please contact us within 7 days of receipt. We may require proof of any damage that has occured in transit in order to claim with the delivery company. Please therefore do not dispose of the damaged item or packaging as this will void any claim. We may require that the damaged goods are returned, in which case return postage will be covered by us and refunded upon receipt, and in most cases we will require a photo of the damage to be forwarded by email. If your goods need to be returned for repair after 30 days of your order initially being placed, we are not liable to pay for any postage costs incurred.
In accordance with EU law, the cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. This includes any item which may offer free shipping, for which the delivery cost will also be deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. We reserve the right to deduct a 10% restocking/recovery fee on each item returned. Your statutory rights are not affected.