For all enquiries, email firstname.lastname@example.org
By way of explanation of how we deal with website orders, and what you can and can’t expect.
We are an artisan manufacturing company. We don’t have armies of staff ready to process orders at the drop of a hat. Each working day (usually about 10ish) we list any outstanding orders which need to be shipped. We tend to have that completed by about midday. After that we leave any orders till the next day.
We book orders in with the carriers, and as a rule they collect the next working day.
So, as an example, if we receive an order on Friday afternoon, we will generally get it ready on Monday, and it will be collected by the carrier on Tuesday.
Orders are packed in double-wall boxes. Since we are sending glass we do use some bubble-wrap but where possible we try to use recycled materials - polystyrene boxes and waste cardboard.
We try to pack as securely as possible, and over the years we’ve figured out ways of getting the vast majority of parcels through the post trouble-free. However, the odd one does get broken – there’s nothing we can do about that. If you do receive damaged goods, get in touch, send us a picture, and we’ll refund you or send a replacement at your choice.
Some of the cheaper couriers we don’t use – any savings are outweighed in our experience by the hassle of losses and breakages. Anything up to a single case we use Royal Mail. For larger orders we use Parcelforce or DPD.
Parcelforce and DPD orders are generally next-day delivery. When we book them in we enter any contact email and phone details you give us, and I assume they contact you to provide tracking and delivery details.
For Royal Mail deliveries we only offer Second Class postage. There are two reasons for that. First it eliminates the need for us to check what the correct postage is on every order and removes the risk of us getting it wrong. Second, we are an artisan manufacturing company. We aren’t Amazon. We don’t want to guarantee speedy delivery, so we don’t offer it. If that’s going to be a problem for you, we’d rather you bought our products from Amazon (where the full range is available). They can offer speedy delivery – we can’t. We can provide tracking details for Royal Mail deliveries – but it only records collection and delivery. It won’t tell you when to expect the parcel to arrive.
If your Royal Mail parcel isn’t delivered, there is nothing we can do until 7 working days have passed from the delivery-due date. If it’s not there at then of that period contact us and we’ll arrange re-delivery.
Especially in the run-up to Christmas you can expect delays – but I’m afraid they won’t be our fault and there’s not much we can do about them.
In the event that you want to return any item purchased from us, please first email us at email@example.com within 14 days of receiving your parcel. Any unopened items may be returned for a full refund within 14 days of receipt. Customer pays return postage. Refund issued to original payment method within 14 days of receiving returned goods.
If there is any problem with your parcel or damage to your vinegar please let us know as soon as possible so we can remedy the situation. Photos are always helpful to get problems processed speedily.