Terms & Conditions
Terms and conditions
We aim to excel in the quality of our produce and the service we provide. By shopping with us online you can expect high standards, just as our shop customers do.
All our goods and services comply with all the standards required by relevant legislation. When shopping with us online, a Contract of Sale is made at the time we accept your order, and the contract shall be under English law, irrespective of where you are. By confirming your order on the website you accept these terms and conditions.
2. Delivery times
Your delivery day will be calculated when placing your order.
*Please see our delivery timetable for more information*
All orders are despatched the same day as your delivery, (see our delivery pages for more information). This ensures that goods are maintained in perfect condition during transit. When placing your order, it is important that you select a designated place for us to leave your order should you not be at home to take delivery. The delivery driver will have explicit instructions to leave your chill-pack in your chosen secure place at the premises if no-one is available, and will not take the package back to the shop once delivery has been attempted. The delivery shall be deemed to have been made either when the consignee accepts delivery in person, or when the driver leaves your chill-pack at the selected location when placing order. A Cook & Butcher business card shall be posted through your letterbox to make you aware delivery has been made.
You may opt to collect your order in person from our shop by contacting us via telephone to discuss your requirements & availability, in which case it will be available for collection as advised (except Sunday/Monday). Goods not collected within two days after they are available for collection will be disposed of, and the order deemed complete. Payment shall be taken by credit/debit card when placing your order and no refunds can be made for uncollected orders.
5. Packaging for Delivery
You may rest assured we have taken great care to ensure your goods arrive in perfect condition. Our packaging standard has been carefully designed to maintain a temperature within the chill-pack of less than 5oC for 24 hours - double the time your chill-pack should spend in transit. Your meat will be vacuum packed in a food-safe polythene pouch, then placed in a rigid polystyrene box, the ‘chill-pack'. Each pack is provided with an ice-replacement liquid. This liquid is non-toxic and food-safe, and can be returned along with your cool box the next time you have a delivery by leaving in a chosen, safe place, by doing so you shall receive reward points to your account (please see our “Reward Scheme” for further details.)
6. Packaging and delivery prices
We deliver to the following areas listed below along with p&p charges and minimum requirements.
£3.95P&P/£30 MINIMUM ORDER
RG7 (4/5/6/8), RG14, RG18, RG19, RG20, RG26
£3.95P&P/£60 MINIMUM ORDER
RG7 (1/2/3), RG8, RG17
FOR ALL OTHER RG POSTCODES, PLEASE EMAIL YOUR ENQUIRY SO WE CAN DISCUSS ADDITIONAL P&P CHARGES AND MINIMUM ORDERS THAT MAY APPLY IN YOUR LOCATION.
WE REGRET WE DO NOT CURRENTLY OFFER A PERSONAL DELIVERY SERVICE OUTSIDE THE RG POSTCODE AREA AND WOULD HAVE TO USE A SPECIALIST COURIER SERVICE. HOWEVER IF YOU WISH TO SHOP WITH US WE WILL DO OUR BEST TO HELP, SO PLEASE EMAIL YOUR ENQUIRY AND WE WILL INVESTIGATE ANY ADDITIONAL CARRIAGE CHARGES.
Collect it yourself free of charge
Smaller orders can be collected from our shops during normal shop hours and can be ordered via telephone and therefore your order will be ready and waiting for you on your collection day and there will obviously be no packaging & delivery charge.
Acceptable Weight Variation
When you place your order, it will be for a nominal weight of produce, at a specified price. We will collect the payment via the safe payment method you use when placing the order. Because orders are individually prepared, it can be expected that there may be some small variation in weights above or below the weight you choose, and it is impractical for us to request additional payments or process small refunds. We will ensure that this variation never exceeds more or less than 10% of any item specified. Items delivered within 10% of the weight ordered shall be deemed complete.
8. Unfulfilled Orders
Because of the seasonal nature of some of our produce and limited supply, it is possible that from time to time, we may be unable to fulfil some orders. If your order is for one specific joint or meal item we will let you know as quickly as possible, normally within one working day of you placing the order, and offer alternative produce or cancellation at your discretion. In the event of us having to cancel, we will make an immediate and full refund of any monies paid. If your order is a large selection of items we reserve the right to substitute meat of equal or superior quality and value and of the same type.
9. Acceptable product substitution
When you place your order, it will be for a selection of meat or a selection box, at a specified price. Because orders are individually prepared, it can be expected that there may be some variation in stocking some items and it is impractical for us to contact you to regarding this.
10. Guarantee of Satisfaction
If for any reason you are dissatisfied with the quality of the produce received, you should contact us within 24 hours of receipt. Any complaints will be dealt with promptly and resolved within 7working days. Your statutory rights are not affected. We regret we are not able to accept returned goods or claims for goods ordered in error, due to their perishable nature.
11. Non-Delivery Claims
All orders are delivered by our own staff working to a strict procedure and shall never fail in delivering your purchase unless severe weather restricts our efficiency.
the event of your order failing to arrive when expected, please contact us by
email or by telephone within 24 hours of the expected delivery quoting your
order number. We will immediately investigate and let you know the situation.
Should your order not be delivered within one working day of the date given in
the website acknowledgement, you will be entitled to a full and immediate
We regret that due to the nature of our business involved in processing fresh meat orders or other perishable items such as vegetables and cheese ect, you cannot cancel or amend your order once it has been placed.
13. Data Protection
All personal data we collect from you will be used exclusively for the purposes of our relationship, to help us offer new or improved services to you, and may be stored on computer. Your details will be held securely, in confidence, and never disclosed to any third party without your express permission.
14. Images and product information
At cook & Butcher we have taken a great amount of time and care with product information and images we provide for you. The pictures provided for our products are to be used as a guide for the consumer to understand how there purchase may look but must expect a variation in appearance due to the nature of the product being ordered.
Information provided with our products have been put in place to help our customers with understanding the choice of meat cut before ordering and all cooking information is to be used as a guide only as some cooking appliances vary. We have also provided a guide with our meat products to how many servings may be achievable from the specific item you may be ordering, this has been taken from an average to give an idea to what you can yield from your joint ect. Please note smaller or larger items may be more suited dependant on the individual appetite and where possible we have provided alternative sizes.
With regards to the above information under clause 14, we would like to reassure customers all information and images provided are as accurate as possible and is not our intention to mislead or provide inaccurate information. When placing an order, if you have any doubt over size required or further information such as allergy advice for certain items it is your responsibility to contact us with any queries you may have.