How do I contact you?

either by email: help@britishfinefoods.com

or by phone: 01342 811773

Ethical retailing:

What do you mean by ethical retailing?
Ethical retailing is a term that guides us in our quest to sell the best quality British produce. This means we commit to paying a fair price to suppliers while not extracting too high a cost from the environment. We encourage the growing support for local producers.

How do you select your suppliers?
Recognising that everyone has different tastes we’ve decided to mainly stock products which have been recognised as award winners by an independent body, the Guild of Fine Food, with one of their “Great Taste Awards”, or are holders of a Royal Warrant. That said, some suppliers are too small to enter the awards but are too good to omit so we’ve included some of these too!

Every product has a guaranteed provenance, allowing full traceability back to source. We do not work with any producers who engage in battery farming.

Why buy local?
Buying local helps the rural economy by safeguarding rural jobs. It also preserves the artisan production methods that have shaped our most famous foods, resisting the bland tasting factory produce available everywhere.

How are you helping the environment?
Instead of acting as a portal for producers with the resulting separate journey for each product ordered from a different supplier, we bring deliveries in to our warehouse to be consolidated into one delivery to you. Not only does this significantly reduce your delivery costs but also serves a secondary environmental purpose of reducing food miles.

Our one order, one delivery policy in turn reduces the amount of packaging required, and ultimately is more convenient than awaiting separate deliveries from different suppliers.
Is the packaging recyclable?

Yes. Our insulated packaging is already 60% recycled, and can be recycled again. As an ethical retailer, we encourage the re-use of our fresh-produce packaging. Please feel free to send it back to us at: Unit D2, Horsted Keynes Industrial Park, Cinder Hill, Horsted Keynes, Haywards Heath, West Sussex, RH17 7BA.
If not sending back the liner, please do recycle the cardboard outer box.

The ice packs are filled with purified and distilled water so can be opened and poured down the drain; the plastic can then be recycled.

Delivery:

When will I receive my delivery?
In order to guarantee your food arrives in the best possible condition, we buy from the producers on receipt of your order. This means that your delivery will normally be dispatched three or four days after order. We do not hold stock for long periods in our cold rooms.

Who will deliver?
All deliveries are sent via overnight courier by either Fastway Couriers or Parcelforce. When we send you the email confirming dispatch we will detail which company we are using. Please see the below information regarding each carrier.

Where do you deliver?
We deliver to the mainland UK, Northern Ireland & Channel Islands. We do not currently offer delivery to Europe and the rest of the world.

Can you deliver to my workplace?
Yes. Please ensure that someone is available to accept delivery.

How much does it cost?
This cost includes overnight delivery via a courier company, and also covers the insulated box, ice packs & recyclable filling to ensure your parcel arrives in the best condition.
• For England, Wales & most of Scotland the delivery cost is £4.95 up to 25kg.
• For Scottish Highlands & islands, Northern Ireland, The Isle of Man, and the Isles of Scilly the delivery cost is £15.50.
Channel Islands: Please contact us for a quote.
PLEASE NOTE THAT ORDERS OVER £150 RECEIVE FREE POSTAGE & PACKAGING (with the exception of the Channel Islands).

Do you offer a timed delivery?
Yes. For our before 10am service with Parcelforce the cost will be £11.50 up to 30kg. Please note that we are unable to offer a timed service to the Scottish Highlands & islands, Northern Ireland, Isle of Man, and Isles of Scilly.

How do you arrange my delivery?
Once you have placed your order, we compile your order and inform the courier company when this will be ready for collection. An email will be sent to you to let you know when your order has been dispatched.

What happens if I’m out when my delivery is attempted?
Parcelforce operate a signature on delivery scheme, and will only leave a parcel in a safe place if a note is left on the outside of the door. This note must be signed so the driver can take it away as proof of delivery. If there is no note then the driver will attempt to deliver to a neighbour. If the neighbour is willing to accept delivery they will leave a card at the delivery address stating where it is, and if they still can't deliver it then it will be taken to the local post office & a card will be left to say where the delivery is being held. The customer must take this card together a form of ID, driving licence, passport etc...to the Post Office & collect their parcel.

Why do you not deliver on Mondays?
We don’t deliver on Mondays because we will not compromise the quality of the product by leaving your parcel in a delivery warehouse over the weekend. Our deliveries are temperature- controlled and we intend for your order to arrive in the condition in which it was made.

Do you offer a next day delivery?
Not at the moment. We work with small, artisan producers who may only deliver on certain days of the week. We will only hold your order on our premises until your order can be fulfilled. Please remember some of the products you order will only be made at your request.

Most ambient items are held in stock and can be delivered next day. For any urgent queries , please telephone 01342 811773.

Can I specify the delivery day?
Of course you can but as we are reliant on deliveries from various suppliers we need a minimum lead time of five days.

How will my food remain chilled while it is being delivered?
We use a specialist cold storage solution from a company called Hydropac incorporating ice packs and insulated packaging. We have tested our system to ensure all deliveries adhere to food safety standards.

Service:

Is there a minimum order?
No.

Are any of your products previously frozen?
In the vast majority of cases our products are fresh. Where products have been previously frozen this will be stated on the product description page. Please note that our deliveries are sent out at refrigerated temperatures and we cannot guarantee that they will arrive frozen.

What happens if my order contains products that are out of stock?
We recognise that our customers are seeking the best of British speciality food, and have chosen their order accordingly. It is our policy NOT to substitute any out of stock item as this denies consumer choice. Instead we will email or telephone you to offer you an alternative, or simply to ask whether you would like to await the arrival of that product or if we can process the order without that product.

What happens if I don’t like my order?
Whilst we do not expect that to happen, we do want to hear from you in the event that a product reaches you in an unsatisfactory condition. If you believe that a perishable product is in unsatisfactory condition on arrival, please contact us immediately via help@britishfinefoods.com. For more on our returns policy please follow this link to our Terms & Conditions.

Security:

How do I know your site is secure?
We use Protx , the largest Payment Service Provider in the UK. As our Payment Service Provider, Protx ensures that all transaction information passed between merchant sites and the Protx VSP Systems is encrypted using 128-bit SSL certificates. All card details are passed directly onto their servers and all transactions with the banks are encrypted and sent securely along private links completely separate from publicly accessible networks.
Protx is fully approved as a Level 1 compliant provider under the Payment Card Industry Data Security Standard (PCI DSS). This is the highest level of compliance.
Customer details which we receive with your order are held on our secure server which is fully compliant to Data Protection Standards. In processing your Order, we will only use your personal information to respond to your enquiries/ Orders, process deliveries and payments, and to communicate with you regarding Orders, products, and promotional offers. We provide information about you to the courier company, bank/ credit card company, or other involved third party to ensure the successful completion of your Order. They only have access to the information needed to effectively perform their function for you, but may not use it for any other purposes.

What is food club?
The Food Club is a four-weekly membership scheme delivering the best of British regional produce to your door depending on the season. For further information please visit the food club pages

What is Grown at Home?
Grown at Home is the company name for www.britishfinefoods.com, and is registered at Companies House under company number 6405269