Delivery terms

We use next day delivery service for orders placed and paid (does not apply to credit accounts) before 2pm. Orders placed after 2pm on Thursday will be delivered on Tuesday of the following week at the earliest, unless a later delivery date has been selected. If Saturday delivery is required, please select the service at the checkout and contact us by telephone to confirm the request: 01273 590282. 

You will be sent a consignment number via email/SMS which allows you to track your order and spot any upcoming issues with the delivery. Additionally, you will be sent an email once the parcel has been delivered or left in a safe place. If you are at the delivery address and receive this but do not have the parcel you must call us immediately so that we can rectify a mis-delivery. 

Our delivery partners will send you details of the scheduled delivery date and your parcel tracking number via e-mail/SMS text message.  

On the day of your anticipated delivery, you will receive a 2nd notification via e-mail/SMS text from the courier advising you of a 2-hour window during which your parcel is expected to be delivered. Upon receipt of notification of this scheduled delivery window you shall make all reasonable efforts to enable the delivery of the parcel to take place at this time. 

If your order has not arrived by 4pm on your chosen delivery day, please call us. We will chase it on your behalf. Please keep in mind that during busy periods (e.g. Christmas, Easter, etc) the depots might be short-staffed and very busy so they might not pick up the phone. Please contact OUR OFFICE for any urgent matters. 

Late delivery. As of April 2023, around 99% of our deliveries were made on the day you select. The others arrived a day late. Causes of delay included mis-sorts by the courier company, traffic accidents and driver errors. Unfortunately, these cannot be eliminated so by placing an order, on the rare occasion this occurs you agree to accept your delivery a day late. 

Things may take a little longer if there are bad driving conditions. However, we will notify you if the courier confirms that there is going to be a major delay with your order. Should this delay cause the product not to be in the correct condition, please contact us and we will address the situation. 

We will arrange for the products you purchase to be delivered to the delivery address you specify during the checkout process. It is your responsibility to check ALL details in the order conformation prior to dispatch. If there is an error or omission you must contact us IMMEDIATELY, by telephoning: 01273 590282. 

If you need to change your delivery address or date, please call us and a member of the team will amend your order if there is still time to do. Please contact us by telephone: 01273590282 or email: customerservice@ibericafood.com. 

We understand that many couriers provide the option to change delivery times. However, for our parcels, which require swift delivery to maintain the desired temperature, we strongly advise against making such changes. Delaying delivery can jeopardize the cold preservation of our products. Please be aware that if you choose to modify your delivery arrangements through the courier, we cannot accept responsibility for any resulting consequences. 

We only deliver to the UK and do not accept orders which need to be shipped outside the United Kingdom. All deliveries are subject to the delivery terms and conditions set out below. All products offered on our site, www.ibericafoodservice.com are subject to availability.   

All our parcels require a signature. Parcels containing alcohol must be signed for by someone over 18 years of age and you will be asked to confirm your date of birth.   

If you have any special instructions for our third-party courier regarding delivery e.g. leave your parcel with a neighbour, or that you live in a flat or development with an entry system which requires an access code, it is your responsibility to provide the information at the checkout or to contact the courier directly to advise them of these instructions as soon as possible after you receive their email / SMS text message advising you of the scheduled delivery date. If you can’t contact them, please CONTACT OUR OFFICE by telephone: 01273 590282 

It is your responsibility to contact the courier if nobody is going to be available to receive the parcel at your delivery address and to make alternative arrangement for the delivery to be made to a neighbour.  

Due to the perishable nature of some of our products, the courier will not leave the parcel containing your order outside the delivery address, unless there is a safe place deemed suitable or this has been specifically instructed and authorised to do so by you, in writing, as there is a possibility the quality of the products could be affected as a result of this. In the event that the products become spoiled and unfit for consumption as a result of leaving the parcel outside at your request neither we, nor the courier shall have any liability to you for any loss as a result. 

In the event of absence of a recipient at the delivery address or absence of suitable alternative arrangements being instructed by you PRIOR to the delivery attempt, or a refusal to accept a delivery at the delivery address, the courier will return the parcel to us. If the parcel contains perishable products, upon return receipt at the courier’s depot or at our premises, the parcel containing your order will be destroyed and no refund will be given. On the contrary, if the items are not perishable and haven’t been affected, we will refund you the cost of the item, less the original carriage fee paid to us and less the £20 return to sender fee that we will have been charged by the courier. PLEASE NOTE, the parcel containing your order will not be re-sent due to food safety issues, nor will a replacement order will be sent unless you create and pay for a completely new and separate order. 

We use appropriate packaging in order that your product arrives in the correct condition. Our cheeses and meats all have at least some curation and are thus able to be transported for 24-48 hours in such packaging without any detriment to the product. 

Customers should be sure that they are able to receive delivery of orders containing refrigerated / frozen goods on the first delivery attempt. Unfortunately, we cannot accept responsibility for degradation of such products that were unable to be delivered on the first attempt due to the client being absent or providing the wrong address.  

While most parcels still maintain their frozen state even if they arrive a day later, we cannot guarantee that your products will always be frozen upon arrival. It is important that the order is checked on arrival, and store chilled and frozen products appropriately. In some cases, they may only be cold and they can be used as fresh.  This risk is assumed by the customer for goods arriving out of temperature.   

PLEASE NOTE THAT it is safe to refreeze frozen products as long as they remain adequately cold. However, if you find that the contents of your box are no longer cold upon delivery, we kindly request that you accept the package, carefully inspect the contents, and notify us within 12 hours by telephone or via our contact form(ADD LINK). Your satisfaction is important to us, and we will take prompt action to help with any concerns.