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Delivery and Returns

Delivery and returns

May 2021

Delivery
Our orders are delivered via DPD’s Carbon Neutral Delivery Service. All orders are shipped on a next day (before 5.30 p.m.) delivery on our stated dispatch/delivery dates. All goods and products are securely packaged in recyclable double walled corrugated cartons packed with water ice packs which will stay cool for 72 hours in the winter and 48 hours in the summer. Once we have despatched you order, you will receive a text and email from DPD confirming the delivery date and a further message on the day of delivery with a one-hour delivery window. Alongside the 1 hour time window you can also instruct DPD to leave the order with a trusted neighbour or in a safe place. This gives you total peace of mind over your delivery. Please note that orders within a 30 mile radius of our farm may be delivered by a member of our own delivery team. For these cases it is not possible to provide a tracking email, however we will deliver your order between 09:00 – 17:00 on the chosen delivery day.

In the vast majority of cases your order will arrive from our butchery to your stated address within 24 hours. If your goods are delayed, we will inform you and if they are delayed beyond the stated 48 hours, or do not reach you at all, we will arrange a full refund or replacement goods.

Once someone has taken receipt of the order or the courier has left your order in your stated designation we do not accept liability for loss or further delay of the goods.

Delivery charges
Delivery charges to mainland UK are £6.95 or free for orders that exceed £80 in a single transaction. All orders placed through our website are subject to this flat rate delivery fee as stated on the website and in the payment process.

Environmental
We take a great deal of care to ensure our packaging and deliveries have as little environmental impact as possible. Please try and re-use our delivery boxes wherever possible. The sturdy cardboard boxes are great for storing household items, or of course can be fully recycled. Our insulated ice packs are great to re-freeze and use for cool boxes and packed lunch bags.

Cancellations
As we are selling perishable goods, you can only cancel orders up to 48 hours before the delivery date.

Returns, Refunds and Complaints
If for any reason you are not happy with your goods please contact us by calling 01377 217243 or emailing hello@soanespoultry.co.uk and we will do our very best to resolve the situation whether it be by way of refund, credit or replacement goods. This is entirely at our discretion. If you wish to make a complaint, please email us via the contact us link on our website and we will do our very best to respond as quickly as possible and try to resolve it. Your custom is very important to us and we are continually seeking to improve our service to you.