24-Hour Delivery – London Area

Terms and Conditions

1. Service Description
   1.1. Our 24-hour delivery service (“24-Hour Delivery”) is available for eligible orders being delivered to qualifying London postcodes.
   1.2. Where available, we aim to deliver your order within 24 hours of order confirmation (payment successfully completed and confirmed by us).

2. Minimum Spend & Delivery Charge
   2.1. 24-Hour Delivery is only available on orders with a minimum basket value of £250.
   2.2. The minimum spend is calculated after discounts and promotions, and before any delivery charges or fees.
   2.3. All orders using 24-Hour Delivery are subject to an additional £20 24-hour delivery charge (“24-Hour Delivery Fee”).
   2.4. The £20 24-Hour Delivery Fee is charged on top of your order value and does not count towards the £250 minimum spend.

3. Eligible Delivery Area (London Postcodes)
   3.1. 24-Hour Delivery is restricted to selected London postcodes (“London Area”).
   3.2. Eligible postcodes will be listed on our Delivery Information page and/or at checkout.
   3.3. We reserve the right to update the list of eligible postcodes at any time without prior notice. If your postcode becomes ineligible after you place an order, we will contact you to agree an alternative delivery option or provide a refund.

4. Order Cut-Off Times & Delivery Window
   4.1. Orders placed before [e.g. 12:00 midday] Monday to Friday are usually eligible for 24-Hour Delivery the next calendar day.
   4.2. Orders placed after the daily cut-off time, or on weekends/UK Bank Holidays, will be processed on the next working day and delivered within 24 hours of that processing time.
   4.3. We will provide an estimated delivery window (e.g. morning/afternoon/evening) by email, SMS, or at checkout where possible.

5. Product Availability & Substitutions
   5.1. 24-Hour Delivery is subject to stock availability.
   5.2. If any item is out of stock, we may:

   • Offer a suitable substitute of similar value and quality; or

   • Remove the item from the order and refund you; or

   • Contact you to agree changes to your order or delivery date.
     5.3. If changes reduce your basket below the £250 minimum spend, we may:

   • Charge the standard delivery fee instead of 24-Hour Delivery; or

   • Cancel the order and refund you in full (including the £20 24-Hour Delivery Fee).

6. Perishable, Frozen & Chilled Goods
   6.1. Many of our products are perishable, frozen or chilled and must be received promptly.
   6.2. You must ensure that someone is available to receive the order during the agreed delivery window.
   6.3. Once delivered to the address (or safe place) you provided, risk and responsibility for the goods pass to you, including correct storage (e.g. refrigeration or freezing).

7. Customer Responsibilities
   7.1. You are responsible for:

   • Providing a complete and accurate delivery address, including door number, flat number, buzzer/entry details and postcode.

   • Providing a reachable contact number on the day of delivery.

   • Ensuring someone aged 18+ is available to receive the order at the delivery address.
     7.2. If we are unable to deliver due to incorrect address details, no access, or no one available to receive the order, this may be treated as a failed delivery.

8. Failed Delivery & Redelivery
   8.1. If delivery cannot be completed for reasons outside our control (e.g. no answer, incorrect address, unsafe access), we may:

   • Attempt to contact you by phone or SMS while our driver is at or near the address;

   • Leave the parcel in a safe place or with a neighbour, where this is reasonably secure and appropriate; or

   • Return the order to our premises.
     8.2. If the order is returned to us, redelivery may incur an additional fee, and for perishable items we may not be able to resell or redeliver them.
     8.3. In cases where goods are no longer fit for resale or redelivery due to missed delivery or delay caused by you, no refund will be due for those items. The £20 24-Hour Delivery Fee will also not be refundable.

9. Delays & Service Limitations
   9.1. While we aim to meet the 24-hour delivery timeframe, this is an aim, not a guarantee.
   9.2. Factors such as severe weather, traffic disruption, road closures, accidents, operational issues, or events beyond our reasonable control may cause delays.
   9.3. If we anticipate a significant delay, we will use reasonable efforts to inform you and offer:

   • A revised delivery time; or

   • An alternative delivery option; or

   • A partial or full refund where appropriate (including the 24-Hour Delivery Fee where the service has clearly not been met due to our fault).
     9.4. We will not be liable for any indirect or consequential loss (such as loss of profit or business) arising from delay.

10. Cancellations & Changes to Orders
    10.1. Because we process 24-Hour Delivery orders quickly, any requests to cancel or amend an order must be made as soon as possible.
    10.2. Once picking, packing or dispatch has started, we may be unable to cancel or change the order.
    10.3. Where we can honour a cancellation before dispatch, we will refund the order value and the £20 24-Hour Delivery Fee.
    10.4. For perishable, chilled or frozen items, usual change-of-mind cancellation rights may not apply once dispatch has taken place, in line with applicable consumer regulations.

11. Refunds, Returns & Quality Issues
    11.1. If any item arrives damaged, spoiled, or not as described, you must notify us within 24 hours of delivery, providing clear photos and order details.
    11.2. Where appropriate, we may offer:

• A replacement item;

• A partial refund or credit note; or

• A full refund for the affected items only.
  11.3. For health and safety reasons, we cannot accept returns of perishable, frozen or chilled goods unless required by law.
  11.4. The £20 24-Hour Delivery Fee will only be refunded where the failure in service is due to our fault and not due to circumstances beyond our reasonable control or customer-related issues (e.g. no access, wrong address).

1. Promotions & Discounts
   12.1. Unless expressly stated, promotional codes, discounts, and special offers cannot be used to waive or reduce the £250 minimum spend for 24-Hour Delivery.
   12.2. Unless specified, promotions do not apply to the £20 24-Hour Delivery Fee, which remains payable in full.

2. Fraud Prevention & Security
   13.1. We reserve the right to refuse or cancel any order if we suspect fraud, misuse of promotions, or suspicious activity.
   13.2. We may request additional verification (e.g. ID, confirmation of address) before processing certain high-value orders.

3. Changes to These Terms
   14.1. We may update or modify these 24-Hour Delivery Terms & Conditions from time to time.
   14.2. The version in force at the time you place your order will apply to that order.