Our Terms and Conditions
1. GENERAL
We aim to excel in the quality of our produce and the service we provide. By shopping with us online you can expect high standards, just as our shop customers do.
All our goods and services comply with all the standards required by relevant legislation. When shopping with us online, a Contract of Sale is made at the time we accept your order, and the contract shall be under English law, irrespective of where you are. By placing your order you accept these terms and conditions.
2. DELIVERY ARRANGEMENTS & PRICES
We offer local delivery and nationwide courier delivery, plus click and collect from both shops.
Local delivery is available Monday to Friday to the following postcode areas: HA2, HA4, HA5, HA6, UB5, UB7, UB8, UB9 and UB10, in your choice of three-hour window (9am to 12pm, 12pm to 3pm, 3pm to 6pm). Minimum order £40. Charges: £10 for orders of £40 to £79.99, £7.50 for orders of £80 to £119.99, free for orders of £120 or more.
Nationwide delivery is available Tuesday to Friday to most mainland UK addresses using DPD Next Day, with orders packed in insulated boxes with chilled gel packs. Delivery time slots do not apply to courier orders, which may arrive at any time on the selected date, with DPD tracking provided. Minimum order £40. Charges: £14.95 for orders of £40 to £79.99, £12.50 for orders of £80 to £119.99, £10 for orders of £120 or more. Nationwide delivery is not available to the Scottish Highlands, islands or other postcodes where a reliable next-day chilled service cannot be provided.
Order cut-off: orders placed before 12 noon are normally dispatched for next-working-day delivery, subject to availability, preparation requirements and delivery capacity. Orders placed after 12 noon are offered the next available delivery date. Orders placed between Saturday and Monday are normally dispatched on Monday for Tuesday delivery. Delivery dates and time slots are subject to availability and we may close dates or amend cut-off times where necessary to protect service quality. Arrangements may differ during bank holidays, Christmas and other peak periods.
When placing your order it is important that someone is available to take delivery. Delivery is deemed made either when the consignee accepts delivery in person or when the driver or courier leaves your chill-pack at the premises. Special requests can be added in the Order Notes field at checkout and we will endeavour to fulfil them.
3. COLLECTION
Click and collect is available from The Manor Butchery (seven days a week) and The Hillingdon Butchery (Monday to Saturday). There is no collection charge and no minimum order value. Same-day collection requires at least two hours’ preparation time and remains subject to the selected shop’s opening hours. Sunday collection is available from the Manor shop only, between 12pm and 4pm, with same-day Sunday orders placed by 12pm.
Please bring your order number and the name the order was placed under when collecting.
Fresh or perishable goods not collected within two days of the selected collection date will be disposed of, the order deemed complete, and no refund made.
4. PACKAGING FOR DELIVERY
You may rest assured we have taken great care to ensure your goods arrive in best condition. Your produce will be carefully packaged to maintain freshness. Local orders are delivered directly from our shop to your door in our own refrigerated vehicles; nationwide orders are packed in insulated boxes with chilled gel packs and delivered by DPD Next Day.
5. ACCEPTABLE WEIGHT VARIATION
When you place your order, it will be for a nominal weight of produce, at a specified price. We will collect the payment via the payment method you select when placing the order. Because orders are individually prepared, it can be expected that there may be some small variation in weights above or below the weight you choose, and it is impractical for us to request additional payments or process small refunds. We will ensure that this variation never exceeds more or less than 10% of any item specified. Items delivered within 10% of the weight ordered shall be deemed complete, except for the products that are sold as a unit price. Where applicable, we show the weight price online for guidance only. Due to the nature of our products weight cannot always be guaranteed. We will not accept liability for underweight or overweight produce. The published price is the unit price, the weight bracket is a guide weight bracket for the products. We will endeavour to meet weight expectations and the minimum weight.
6. ALLERGENS
Whilst we take every precaution to avoid and minimise cross-contamination of our food, we cannot guarantee that trace elements of allergens do not exist. Our food production areas also handle products containing allergens. These include MILK, NUTS, EGGS, PEANUTS, CEREALS, SOYA, SULPHITES, CELERY and MUSTARD.
7. UNFULFILLED ORDERS
Because of the nature of some of our produce and limited supply, it is possible that from time to time, we may be unable to fulfil some orders. If your order cannot be fulfilled, we will let you know as quickly as possible, normally within one working day of you placing the order and offer alternative produce or cancellation at your discretion. In the event of us having to cancel, we will make an immediate and full refund of any monies paid.
8. GUARANTEE OF SATISFACTION
If for any reason you are dissatisfied with the quality of the produce received, you should contact us within 24 hours of receipt. All complaints will be dealt with personally and immediately. Your statutory rights are not affected. We regret we are not able to accept returned goods or claims for goods ordered in error, due to their perishable nature.
9. NON-DELIVERY CLAIMS
In the event of your order failing to arrive when expected, please contact us by email or by telephone within 24 hours of the expected delivery quoting your order number. We will immediately investigate and let you know the situation.
10. CANCELLATION
Order cancellations must be submitted in writing via email directly to chris@manorbutchery.co.uk, no later than 48 hours prior to the delivery date. No other form of cancellation will be accepted.
The cancellation is only deemed as confirmed on the receipt of a reply email from The Manor Butchery.
11. DATA PROTECTION
All data we collect from you will be used exclusively for the purposes of our dealings, to help us offer improved or new services to you, and may be stored on computer. Your details will be held securely, in confidence, and never disclosed to any third party without your express permission, save by order of a court.
12. RETURNS POLICY
If, for any reason you aren’t totally satisfied with the quality of the items in your delivery, you should contact us within 24 hours and a member of our team will look into this for you. If you need to contact us please call 01895 634 046 or email chris@manorbutchery.co.uk. Refunds are issued under The Manor Butchery’s discretion only. We will investigate any complaint on an individual basis and endeavour to find the most satisfactory resolution, deemed reasonable by us.
Where a claim of defect or damage is made, the Goods may have to be returned by the Buyer to the Supplier within the best before date or use by date on the product. The Buyer shall be entitled to a replacement or a full refund (including delivery costs) plus any return postal charges if the Goods are in fact defective and/or need to be returned.
13. PAYMENT OPTIONS
We accept the following payment cards: Visa, Visa Debit, MasterCard, Amex, Apple Pay, Google Pay, PayPal.
Please note: All payments must be made online when placing your order. We do not have the ability to place an order on your behalf.