Delivery
UK Mainland Delivery only (not Northern Ireland)
Deliveries to mainland UK are dispatched using an overnight courier service for delivery on the date you choose at checkout.
It’s really important to us that your delivery reaches you in excellent condition. We take care to pack the products carefully in insulated boxes to keep it fresh and ensure it arrives in good condition. You can read more about our eco-friendly packaging here which is provided by Puffin Packaging https://www.puffinpackaging.co.uk/
To ensure the meat is fresh we use a 24 hour express delivery service* from Parcelforce. Packaging and Delivery costs are included in the purchase of your meat online. https://www.parcelforce.com/sending-parcel/parcel-delivery/next-day-delivery
Delivery Days
Standard delivery days are Monday – Friday from 7am onwards.
We can dispatch orders within 2 working days of receiving an order or you can choose your preferred delivery date in advance when you place your order.
Please note that while our courier does its best to deliver within the timeslots stated, delays may occasionally occur and claims cannot be made for deliveries received within 48 hours. We recommend choosing a delivery date at least one day ahead of when your order is required to avoid any potential disappointment.
Delivery Charges
Our delivery costs are predetermined by the courier service that we use and are included with your online purchase.
Receiving your delivery
All orders are automatically sent as ‘No Signature Required’ – this provides added flexibility in case of delays. Please provide details of where you would like your parcel to be left (e.g. with neighbour, in shed, garage, behind bins etc) in the special instructions box when you checkout. Please note that your order will be left entirely at your own risk and we will not accept any responsibility for any loss or damage suffered. Please refer to our T&Cs for further information.
If you prefer to sign for your delivery, you can request this in the special instructions box at the checkout. However please note that if you request a ‘signed for service’, and no-one to sign at delivery, your meat will return to the courier depot and may require you to collect it. Please note that in this scenario, neither the courier nor Orchard Hill Farm is responsible if the goods are spoiled due to any delay in collection.
Please note that it is your responsibility to ensure that you have provided a full and correct delivery address. If our courier is unable to deliver due to insufficient address details, your order will be returned to us and the goods will be spoiled, we therefore cannot issue a refund or replacement in this instance.
Tracking your order
You will receive an email from our courier with the tracking details for your order the afternoon/evening before the delivery day. If you provide a mobile number when you place your order, you will also receive a text message 30-45 minutes before your order is due to be delivered. If your order has not arrived by the afternoon of your delivery date, please track its progress and contact the helpline number given on the courier’s website. We advise that customers follow up with the courier rather than ourselves initially as they will be able to assist quicker.
Delayed Deliveries
Please refer to our T&Cs for further information regarding delayed deliveries and, in particular, we draw your attention to clauses 6.3 and 6.4 which deal with your rights to terminate and our delivery obligations and liability to you.
However, we want you to buy our Goods with complete confidence. All our meat is delivered in an insulated box designed to keep its contents in fridge-like conditions during delivery. Please refer to our Packaging page for further details. In the unlikely event that your order is delayed, we would like to assure you that our packaging will fully protect your products for 48 hours from dispatch.
Please do not refuse or return any delayed delivery. Claims cannot be made for deliveries received within 48 hours of dispatch and for those delivered after this timeframe, please still accept the delivery and, if necessary, safely dispose of the products and contact us for a refund.
In accordance with our Quality Assurance we may, at our sole discretion which is in addition to any rights you may have under our terms and conditions or any statutory rights, offer you a full refund, credit you for a future order or send out a replacement box (according to your wishes). If your order is delivered late, we ask that you accept the delivery and check it to ensure that you are happy that it is still fresh. If you find that the delay has caused the meat to be ruined, please use the contact details from our website https://www.orchardhillfarmkent.co.uk/contact
Other concerns
If the courier attempts to deliver your package with signs of damage – please accept delivery and open the box to inspect the contents. On rare occasions an item inside may have been damaged in transit – if you find this to be the case please photograph the affected items, before safely disposing of them and contact us. We will then arrange a refund or replacement for the damaged goods. Please do not refuse or return any deliveries – we request that you carry out these steps to avoid unnecessary waste. Each item is individually vacuum packed so often the majority of the order will still be fit for consumption.
Northern Ireland, Highlands and Islands, and International Delivery
Unfortunately we are unable to accept orders for delivery to addresses in the Channel Islands, Isle of Man, Northern Ireland, Scilly Islands, the Scottish Highlands and Islands or International locations. This is due to the fact that we are unable to access a reliable 24hr courier service to these locations.