Collection, Delivery, Opening Hours & Refunds
Click and Collect
Our click-and-collect service takes the stress out of shopping for multiple reasons: you can shop at home in your own time, collect when it’s convenient for you, and get the items you want when you need them. This means there’ll be no disappointment if we don’t have your chosen product in stock in the shop.
So, here’s how it works:
- Place your order online. You’ll need to click 'Click-and-Collect' when checking out.
- You will still need to add your address. Unfortunately, our ordering system won't allow us to change this.
- Confirm you are aware of our click and collect hours on checkout.
- Collect anytime within our opening hours allowing 24 hours for us to get your order ready.
- If you need to collect within 24 hours, call us on 07710 593112 or 0118 978 0229 and we'll do our best to speed your order up.
*The last chance to place orders over the weekend is Friday at 12noon. Orders placed after this time won’t be ready until the following Monday.
Please note, from the time we receive your order confirmation, you have 7 days to collect your order. Orders that aren’t collected within this period will be refunded.
Delivery is £4.00 with no minimum order.
Please keep in mind we need a full working day to process an order. This means:
- Tuesday deliveries cut off at Saturday at 6pm
- Wednesday deliveries cut off at Monday at 6pm
- Thursday deliveries cut off at Tuesday at 6pm
- Friday deliveries cut off at Wednesday at 6pm
- Bank Holidays – No deliveries will be sent out the day before Bank Holiday, or on the Bank Holiday itself.
- We reserve the right to hold onto orders if needed due to weather or waiting for stock to arrive.
- Unfortunately, we’re unable to process any frozen orders outside of our local delivery range. This is something we aim to change soon. We will automatically cancel and refund any accidental orders.
Frequently Asked Questions (FAQs)
How will my delivery arrive? Stablecroft's deliveries are made by our team and delivered in one of our vehicles. If you’re not in when we deliver your order, we will leave in a safe place of your choice and endeavour to provide poly boxes to keep your food frozen (although please be aware this is not always possible).
We will only refund parcels if they haven’t been delivered within 72 hours.
What is the cut off time for orders? Orders for Stablecroft's deliveries must be made a clear 48 hours before delivery day.
Courier orders made after 9am weekdays will automatically roll over onto the next day. Orders placed after 9am on Thursday will not be shipped until the following Tuesday. Unfortunately advanced orders cannot be placed. These will be refunded.
My order is wrong, what do I do? Please check your delivery against your order sheet at time of arrival. In the rare occasion we have had to substitute something, it will be written on your delivery sheet. If you’re missing items off your order, please contact Stablecroft directly on email@example.com within 24 hours.
Can I add to my order after it’s been placed? Yes, you can place another order. Just make sure you choose click and collect at the checkout and quote your original order number in the comments. We’ll then add them together. Please note: If you do need to add to your order, please make sure it’s before the cut off period. To avoid being charged twice for delivery, choose click and collect on the second order but ensure you clarify this is to be added to the original order in the comment section.
How do I cancel my order? If you cancel your order more than 48 hours before your delivery date, you’ll be refunded in full. However, if you cancel with less than 48 hours notice of your delivery, a surcharge will be taken from your order. This could be up to 50% of the order to cover costs.
Refund and return policy If you have any problems with your order or receive any unsatisfactory items, please get in touch. We will do our best to deal with your problem efficiently. This policy does not apply to goods ordered by businesses which are exempt from the Distance Selling Regulations, or the following goods which are exempt from the right to cancel: Raw food.
If you would like a refund, you must return the goods within 14 days of cancellation, complete with the original packaging to us at your own expense. Goods are packaged adequately to protect against damage. This is not applicable to raw food as once it's left our freezers/poly-boxes, it's begun defrosting and cannot be refrozen at a later date.
It is your responsibility to take reasonable care of the goods before they are returned to us. If this results in any damage or deterioration, we will charge you for the reduction in value.
All monies paid to us by you including any postage/carriage will be refunded within 30 days, less any costs due under this contract.
This refund policy does not affect your legal rights – for example, if goods are faulty or inaccurately described.
Faulty goods If there’s a problem with the goods, please notify us by email or in writing providing details of the problem. It’s helpful if you can provide us with a digital photograph of the problem as this normally saves you having to return the goods for inspection. We will deal with the matter in accordance with your legal rights.
If an exchange is necessary, this will be arranged without unreasonable delay and without charge. Replacement goods will not be dispatched until the original goods have been received and checked by us.
The cost of returning goods to us is your responsibility. However on inspection, we will refund your reasonable postage costs, providing that the goods are found to be faulty. If the goods are not faulty, we will return them to you, however you will be required to cover our reasonable postage costs.
Within this time scale we will replace defective goods free of charge, at our discretion, providing that you have returned to us any faulty goods upon request.
If an item is no longer available we will contact you to offer an alternative. However our liability will be to replace the faulty goods only and we are unable to guarantee an exact match. In this instance you will have the option of a refund.
Where we replace faulty goods you are responsible for their disposal if they have not previously been returned to us.