Shipping policy

We want your order to reach you quickly, safely, and in the condition you expect. This Delivery Policy explains how we handle shipping, dispatch, delivery timeframes, and what to do if something goes wrong. By placing an order with us, you agree to the details set out below.

1. Delivery Services We Use

All orders are sent using Royal Mail Tracked 24 or Royal Mail Tracked 48, depending on the option you choose at checkout. Both services provide full tracking, so you can follow your parcel from the moment it leaves us to the moment it arrives at your door.

Royal Mail Tracked 24 aims to deliver the next working day, while Royal Mail Tracked 48 aims to deliver within two working days. These are estimated timeframes provided by Royal Mail and are not guaranteed, but they are usually very reliable.

2. Dispatch Times

We aim to dispatch orders promptly. Orders placed before 2pm are usually sent the same working day. Orders placed after the cut off, or during busy periods, will be dispatched the next working day. We do not dispatch orders on weekends or public holidays.

Once your order has been dispatched, you will receive a confirmation email with your Royal Mail tracking number.

3. Delivery Charges

Delivery charges are shown clearly at checkout and depend on the delivery method you select. Prices do not vary based on your location within the UK, but delivery costs may differ between Tracked 24 and Tracked 48.

4. Delivery Areas

We currently deliver to addresses within the United Kingdom. If you enter a delivery address outside our delivery area, we may need to cancel your order and issue a refund.

5. Tracking Your Order

Every parcel is fully trackable. You can use the tracking link in your dispatch email to follow your order’s progress. Royal Mail will also provide updates as your parcel moves through their network.

6. Missed Deliveries

If you are not home when Royal Mail attempts delivery, they may leave your parcel in a safe place or with a neighbour, or they may leave a card explaining how to rearrange delivery or collect your parcel from your local delivery office. It is your responsibility to follow the instructions provided by Royal Mail.

7. Delays and Disruptions

While Royal Mail Tracked services are usually very reliable, delays can occasionally happen due to weather, strikes, high seasonal demand, or other circumstances outside our control. We will always do our best to help, but we cannot accept liability for delays caused by Royal Mail or external factors.

If your parcel appears delayed, please check your tracking information first. If you need further help, contact us at info@merchantsfoods.com and we’ll look into it for you.

8. Lost or Damaged Parcels

If your parcel is lost or arrives damaged, please contact us as soon as possible. We may ask for photos of any damage so we can investigate with Royal Mail. Once confirmed, we will arrange a replacement or refund in line with our Returns & Refunds Policy.

9. Incorrect Delivery Information

Please ensure your delivery address is accurate and complete when placing your order. We cannot be held responsible for parcels delivered to the wrong address due to incorrect information provided at checkout.