Terms and Conditions

Please read these conditions carefully before using the Melbury & Appleton website. By using this website, You signify Your agreement to be bound by these conditions.

1. Definitions

Customers or visitors to this website are referred to as “You” or “Your”
Melbury & Appleton Foods Limited is referred to as “Us”, “We” or “Our”. Melbury & Appleton is the trading name of Melbury & Appleton Foods Limited.

2. Our Contact details:

Melbury & Appleton
271 Muswell Hill Broadway,
London
N10 1DE
United Kingdom
Phone: 00 44 (0)20 8442 0558

3. Making A Purchase

Making a purchase could not be easier. Just browse Our on-line shop, click on any items that You wish to buy and put them into the shopping cart. After You have finished Your selection, click on 'Checkout' and You will be asked for a few details that We need to be able to confirm the order. Please note that our minimum order is £5.00 before postage costs for all orders to be delivered to UK addresses (excluding the Channel Islands) and for the rest of the world our minimum order is £15 before postage costs. We reserve the right not to accept orders for goods for less than this minimum.

We accept credit card payment through Our Website with Mastercard, Visa, American Express, Solo, Maestro, Visa Electron and Visa Debit (Delta). We do not charge for any item until it is ready to ship and back ordered items are not charged until they are shipped. You may send Your credit card information via phone, or through the post if You prefer, but for security reasons We do not recommend that payment details are sent via email, and will not take responsibility for Your card security if You do send this information to us by email. 

Please note that we are only able to dispatch orders to the registered billing address for the card used to pay for the order, unless the parcel is to be delivered to a UK address and you telephone us after you have placed the order to provide us with the details of this alternative delivery address.

When You place an order to purchase a product We will send You an e-mail confirming receipt of Your order and containing the details of Your order including transaction and order reference numbers. Your order represents an offer to Us to purchase a product which is accepted by Us when We process payment for Your order.

Any products on the same order which We have not confirmed in a Dispatch Confirmation E-mail to have been dispatched do not form part of that contract.

If You have incorrectly entered Your email address Your order confirmation and dispatch email may fail. As long as payment has been processed successfully this will in no way affect Your order.

Failure by Us to send a receipt confirmation email or dispatch confirmation email in no way invalidates Your offer or Our acceptance of Your offer.

4. Shipping And Handling

For UK mainland delivery the charge is £6.75 for orders up to 28kg in weight, and for orders that contain items that must be kept chilled, the delivery charge is £7.75 in which case your order will arrive by noon on the day after dispatch. For food safety reasons we reserve the right to automatically charge this chilled delivery rate, if this rate is not selected at checkout, for any order that contains items that must be kept chilled.

Delivery to Northern Ireland and the UK Highlands and UK offshore Islands (excluding the Channel Islands) delivery is £10.95. If standard, mainland UK delivery is selected by You but the delivery address for Your parcel is within our courier's "Northern Ireland, Scottish Highlands and Offshore Islands" zone then We reserve the right to automatically adjust the delivery charge accordingly. If you are unsure which delivery zone your address comes under please email us for confirmation.

If the "Gift Voucher" delivery is selected when your order does not just contain gift vouchers or delivery is to an address outside the mainland UK, we reserve the right to adjust the delivery charge to the correct amount.

For delivery to the Channel Islands and all other areas outside the UK please contact us for a quote which will be dependent on the weight and dimensions of your parcel.

5. Delivery

Please note that  we are unable to offer same day dispatch of any order.

Providing all items are in stock We aim to process Your order within 5 working days for delivery within the UK (ex-Channel Islands), delivery elsewhere is likely to take longer.

However this timescale is not guaranteed, and at busy times such as Christmas this processing time may be longer, so if the order is urgent, or you require it before a specific date please call us to discuss the possibility of an alternative arrangement.

Please also be aware that all packages MUST be signed for and cannot simply be left in a garage or porch so please ensure You provide an address where the items can be signed for on the delivery day. If you are not available to receive your parcel and a redelivery is necessary we may incur an additional charge from our courier and we reserve the right to pass on this charge to you at cost.

Please note that Saturday delivery is available in some areas of the UK, but it is more expensive and it is essential that you discuss this with us.

If We have to re-direct the items a charge may be made to cover that cost. If items are returned to us as undeliverable you will be liable for any additional charges that we may incur and you will only be refunded for the cost of returned items if those items are still of saleable quality (applies to non-food items only, as food items are non-refundable), you will not be refunded for any original delivery charges.

We cannot accept responsibility for addresses provided incorrectly. FULL VALID POST CODES are required for every order. We will not send any orders without one. If You provide an incorrect address, including the postcode, We do not accept any responsibility for a failure of an order to arrive or any costs involved in redirecting that order. Please note it is not possible to give multiple alternatives for the delivery address.

We reserve the right to charge increased delivery charges, where incorrect information has been submitted, and as a result surcharges are incurred by Us. Please double check inputting of email address.

Please note that some products that we sell, are by there very nature fragile e.g. biscuits/cookies. We do of course take great care packing such items but we cannot accept liability for damage to such items in transit as this is outside our control. We will of course take action if the parcel has been clearly damaged in transit and this is noted with the courier when signing for the delivery.

We cannot accept any liability for damage or loss due to delays to your parcel in transit due to adverse weather conditions or other external events that are outside our control.

In hot or extremely cold weather, We reserve the right to delay Your order until the weather has moderated. In extreme situations this can delay orders for several days.

Time is not of the essence in relation to this contract.

6. Title

The title for goods supplied remains with Us until full payment has been received.

7. Back Orders

Because We use small suppliers and sell many seasonal products, all goods featured on Our Website are subject to availability. We endeavour to keep the Website updated. However if a product You order is listed as in stock on Our Website but is unavailable and this item is a major part of your order You will be notified of this by email and given the chance to choose an alternative item, cancel Your order completely, or put it on back order to wait until it is in stock.

If We are unable to contact You, or receive no response from You, We reserve the right to go ahead and dispatch the rest of Your order without the said item.

Title of the goods will not pass to the buyer until payment has been received in full and funds cleared through Our bank.

8. Damage & Tracing Parcels

In the event that Your goods are damaged in transit please contact Us within 24 hours of receipt. Products received by courier should be checked before being signed for. If the exterior packaging or the product are found to be damaged You must then sign the delivery note 'checked and found to be damaged'. If You fail to do this We may not be able to offer a refund.

Once goods have been moved from the delivery address damage claims cannot be considered.

Damage claims cannot be made for damaged goods on delivery where the delivery notes do not indicate damage. 'Not checked' or 'unopened' signatures are not acceptable. In the event of damage, a copy of the delivery note signed by the recipient and confirmed by letter to us within 5 days is required for a claim to be considered.

Please note that, without exception,  we will not process any claims for damage if You dispose of any damaged items without our permisssion to do so. All items, and their original packaging must be either returned to us or be available for us to inspect, even if the parcel was signed for as damaged.

For UK orders you will be emailed parcel tracking information by our courier service if your parcel is subsequently not delivered please contact your local DHL depot with this tracking information.

If orders are considered by Us to be lost in transit after a reasonable period time has elapsed We shall at Our discretion either refund or resend the order.

9. Shortages

If an order arrives incomplete please advise us straight away. All shortages must be notified to us by email within 7 days of the order being dispatched.


10. Returns Policy

Every item We sell is carefully inspected before it is shipped. It is Your responsibility to check Your order carefully, immediately on receipt of goods. In the event that any goods supplied are faulty, they will be replaced free of charge or your money refunded in full. Refunds for unwanted goods will be made if you notify us by email or in writing of your intent to return within 7 days of receipt of the goods. It is recommend that all returns are sent via recorded delivery as we can not be held responsible if an item does not reach us.

It is YOUR responsibility to return the goods safely to us at YOUR cost. We comply with the requirements of Distance Selling Regulations 2000. You are entitled to cancel your order up to 7 days after the date of placing the order.

Except in relation to faulty or incorrectly supplied goods where your statutory rights are unaffected the following items may not be returned: hampers/gift baskets, food, beverages and perishable goods, or goods that are produced to order for you, or if the packaging of goods has been opened or damaged by you. 

Provided it is returned in its original packaging and the product has not been consumed other than is reasonable to establish the quality of the product You are not happy with We will refund the entire purchase price including the cost of postage, this only applies if the goods are faulty not if they are simply not to your taste or not to your liking. If You are returning the product because it is simply unwanted, the product must be returned both unopened and in original condition and We will only refund the cost of the product, if a non-food item. Food items are not refundable if simply unwanted for food safety reasons.

If Your returned goods are not in the original packaging or consumed more than was reasonable to establish the quality of product, We reserve the right to levy a charge commensurate with that loss.

In the unlikely event of goods being unsatisfactory, damaged or incomplete You should accept delivery and contact us within 2 working days. All such goods must be returned to Us or be available for inspection.

The cost of returning the goods to us will be born by You, the customer including if you exercise your right to withdraw your purchase in the Cooling-Off Period as specified by the Distance Selling Regulations 2000. We decline all responsibility with goods that are of a highly perishable nature.

No refund will be considered, where failure to deliver the goods, was due to incorrect information being submitted on the original order.

We will give a full refund for faulty goods that are returned, this refund will be made within 30 days from the date of cancellation. Refunds will be to the card used for the original payment transaction.

Until you return items to us you are responsible for their safe keeping and taking reasonable care of them. We do not accept liability for returned packages damaged during transit back to us. It is your responsibility to wrap products adequately to prevent damage. It is recommend that all returns are sent via recorded delivery as we can not be held responsible if an item does not reach us. You are liable for any damage caused between receipt of the goods and their return to us.

For wine purchases we reserve the right to refuse a refund or replacement where:
    - The wine has been in Your possession for more than 14 days,
    - The wine has been discarded,
    - The wine has obviously not been stored correctly,
    - The cork breaks and there is no fault with the wine itself,
    - There is sediment present and there is no fault with the wine itself,
    - The wine is not to Your liking and there is no fault with the wine,
    - The wine is shipped to address other than the UK mainland.

For deliveries outside the UK, We will not be held responsible if local Customs authorities wish to charge import duty or delay the release of any item. We cannot be held responsible for any subsequent loss, no matter where it occurs, should local customs authorities wish to reject your order or confiscate any particular item contained within your order. We will only be prepared to consider refunding you if the goods are returned to us is saleable order. Any additional costs that may arise must be borne by You.

11. Prices & Product Details

All prices quoted are in £ Sterling, other currency options provided on the Website are for guidance only, You will be invoiced in £ sterling and the exchange rate applied to Your order will be determined by Your card/payment provider.

We endeavour to ensure that the information shown on the Web site is as accurate as possible however We cannot guarantee that information and offer no warranties as to the accuracy.

We cannot be held responsible for typographical errors on this site, including but not limited to those regarding price. We reserve the right to make changes to Our Web site including prices, products, ingredients and terms & conditions without any notice being given.

All products and services are subject to availability and may be withdrawn from sale at any time. If for any reason goods ordered are not available You may be offered an alternative. This alternative will be offered by telephone or email. We will never ship an alternative product without obtaining authorisation beforehand.