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independent fine food store

since 1933

click & collect available

Arcadia Deli | Terms & Conditions

Everything you need to know

the boring legal bit

Customer Service

How to order

You can order securely via our website or alternatively orders can be placed by telephone or instore.

 

Telephone Ordering

You can call the shop on 028 90 381779. We are available to take your call from 8.30am to 6.00pm Monday to Saturday. During the Christmas period opening hours will be extended. If you have any questions regarding an order already placed with us, you can email us on info@arcadiadeli.co.uk and be assured of a prompt response.

Payment options

We accept major credit cards and debit cards including:
Visa, MasterCard, American Express, Delta, Maestro (Switch) and Solo.

All prices are quoted in GBP £ Sterling or euro
All goods will be dispatched upon full payment being accepted. All goods will remain property of Arcadia hampers until then.

Secure shopping

We have taken every precaution to make your transactions secure.
Our site uses Secure Socket Layer (SSL 128Bit) security for entering your credit card number.
To view the Security certificate confirming this, click the right hand mouse button on the page where you enter your credit card details.
From the menu that appears select 'Properties' and then 'Certificates'.
The site will then display the certificate proving it is secure.
Nevertheless, if you prefer, we also offer you the option of submitting your order by telephone on 028 90 381779
Owe will be available to answer your queries Monday to Saturday 8.30am - 6pm
All calls are charged at the standard national rate.

Delivery information

We deliver to the United Kingdom & Ireland - if ordered before 12 noon Mon - Thurs we provide a 24hr delivery service throughout Ireland and 48 hours to England, Scotland and Wales. Deliveries are made during normal working hours Monday to Friday. For your peace of mind, gifts are sent via a signed for courier service which is fully trackable online. At this time we are unable to deliver on a Saturday. Orders placed on Friday will be unable to be despatched until Monday.

All parcels require a signature upon delivery. All address information must be accurate including the postcode where appropriate, and the recipient’s telephone number. If no-one is at home the courier will leave a calling card, so the recipient can arrange free delivery. Although customers can request a specific delivery day, and we will do our utmost to accommodate your request, we do ask that you please bear in mind that specific delivery dates cannot always be guaranteed.
It may be a good idea to considered delivering to a recipient's workplace to ensure a prompt delivery.

Returns & Refunds

Damaged Goods
We are dedicated in ensuring all our gifts arrive with you in perfect condition. In the rare event of a gift being damaged, please contact us within 3 days by telephone, or email us at info@arcadiadeli.co.uk. In this event we will arrange for the item to be collected and returned to us, thereupon we will replace or refund.

 

Unwanted/Unsuitable Goods
Unwanted or unsuitable goods can be returned within 7 working days of receipt, as long as the goods are in perfect condition, and the packaging remains in an “as new” state. Both the despatch and return costs will be the customer’s responsibility, and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. We recommend using a reliable insured courier, or registered post, to return the item. In accordance with the European Directive on Distance Selling, perishable goods or customised goods made according to custom specifications may not be returned.
Please contact us by telephone, or email us at info@arcadiadeli.co.uk to let us know that you would like to return an item. All returns must be packaged to prevent damage. After we have received the goods, a refund will be made to the purchaser's credit card, this cost excludes the cost of delivery.This returns policy is in accordance with the European Directive on Distance Selling (Directive 97/7/EC.) These terms do not affect your statutory rights.

 

Refunds for Goods Returned to Sender
Arcadia Hampers reserves the right to refund up to 50% of the original order value in the event of non delivery due to the following reasons:
In the event of a parcel being returned to us we will refund the cost of your order minus the shipping costs. If an error has been made or an incomplete address has been given, the cost of shipping together with the same cost for return of the parcel back to us, and possibly further restocking charges will be deducted from the total value of your order. Arcadia Hampers reserves the right to make a charge of a minimum of 50% of the original order for re-directing or re-sending the order.

 

Delivery information

Where we deliver to and prices

We deliver to the United Kingdom and Ireland. We provide a next day delivery service within Ireland. Delivery to England, Scotland and Wales is 48hr. Deliveries are made during normal working hours Monday to Friday. Hampers are sent via a signed for courier service which is fully trackable online.

Cost of delivery?

Delivery within Northern Ireland £4.99
Delivery to Republic of Ireland £6.99
Delivery to mainland UK.  £14.99
Delivery to Highlands & Islands of Scotland.  £19.99

 

Remote delivery areas

Our courier delivers throughout the UK and Ireland. The only areas deemed to be remote are the Highlands & Islands of Scotland for which there will be a delivery charge of £19.99

 

International Delivery

At this time we do not delivery beyond the UK and Ireland.

 

Delivery Information Requirements

All parcels require a signature upon delivery. All address information must be accurate including the postcode and recipient's telephone number.

Although customers can request a specific delivery date we will do our best to accommodate but we do state that specific delivery dates cannot always be guaranteed.

 

Delivery to multiple addresses

Should you wish to send a number of hampers to different addresses it may be more convenient for you to email all information in a relevant format to us ie spreadsheet. We are specialists at large corporate orders and are happy to provide a personalised service - simply contact Mark on 028 90 381779 or info@arcadiadeli.co.uk

 

What happens if no one is at home when delivery is attempted?

All deliveries will require a signature on delivery – where possible we recommend delivery to a work address to ensure the recipient is in. The courier companies are unable to on doorstep if no-one is at home. In the event of no-one being at the address to take receipt of the gift, our courier will leave a calling card which gives information on how to re- arrange free re-delivery, or how to collect the gift from their nearest delivery depot. At this point it becomes the responsibility of the recipient to arrange for the collection or delivery of their parcel.

As delivery is not made by ourselves we are unable to carry out individual delivery instructions. All parcels must be signed for. Please ensure someone will be at the delivery address to provide a signature.

 

Order Tracking

Should you require to track the delivery of your parcel we are able to provide you with a tracking number.

 

Perishable Items

Many of our hampers contain perishable foodstuffs such as cheese, meat or smoked salmon. To ensure the product reaches the recipient at its freshest we include freezer packs to maintain cool temperatures during transit. Hampers with fresh products inside will not be dispatched on Fridays due to no delivery at the weekends. Hampers will be dispatched on Monday for a Tuesday delivery. Should you require a Monday delivery substitution of fresh food producer for ambient ones can be arranged.

 

Delivery Terms & Conditions

We aim to deliver orders within the island of Ireland within 24 hours of receipt of order. Hamper orders for England, Scotland and Wales will be delivered within 48 hrs. Orders must be received before 12 noon in order to give us the opportunity to fulfil these timescales.

Once your order has been dispatched we will send you an email to let you know.

All orders require a signature on delivery. It is the senders responsibility to ensure a signatory is at the delivery address to take receipt of the parcel. In the event of no-one being at the address to take receipt of the gift, our courier will leave a card which gives information on how to re-arrange delivery, or how to collect the gift from their nearest delivery depot. At this point it then becomes the responsibility of the recipient to arrange for the collection or delivery of their parcel. If not collected within 3 days, parcels are returned to us. A redelivery charge will be made to deliver again at twice the original delivery cost, as we are charged for the return and redelivery of all parcels. If redelivery is requested the purchaser will also be charged for any perishable items which have become unsuitable for sale and need replaced eg. fresh fruit, cheeses, meats.

All orders must include a contact telephone number for the recipient. We will not be held liable for failed deliveries, as a result of our courier being unable to contact the recipient directly.
If for any reason, a hamper needs to be returned to us, please note the customer can be held liable for any shipping/courier charges incurred. In the event of a parcel being returned to us we will refund the cost of your order. If an error has been made, or an incomplete address or telephone number has been given, the cost of shipping, together with the same cost for return of the parcel back to us, the cost of any perishable contents, and possibly further restocking charges will be deducted from the total value of your order. Arcadia Hampers reserves the right to refund up to 50% of the original order value in the event of non delivery due to the following reasons; If incorrect or incomplete address or recipient information has been supplied by the purchaser. If the recipient specified by the customer refuses to accept the parcel. If our courier attempts delivery and a signatory is not present. If our courier attempts to make contact with the recipients by telephone to ask for directions, without success.

Due to the perishable nature of goods please note all customers are liable for any failed/ refused deliveries (unless goods are damaged).
We will do our utmost to make sure that all orders are fulfilled and delivered within the timeframe specified but should events outside our control prevent this we will contact you

by email and arrange alternatives. If we are unable to fulfil your order, for any reason, a refund for all monies already paid will be made to the credit/debit card used.
As delivery is made by a 3rd party carrier we cannot be held responsible for delays caused by the postal system. We regret that while we will do our utmost to make sure that all deliveries are fulfilled within the timeframe specified, should events outside our control prevent this happening we are not liable for any failed deliveries. This does not affect your statutory rights as a consumer.

 

Frequently Asked Questions

 

How is my hamper presented?

Your gift hamper will be presented with the contents surrounded by sizzle wrap and covered with tissue paper.

 

Can I include a message with my gift hamper?

Yes, of course. When ordering you will be asked is you want to include a personal message. Your message will be handwritten into an Arcadia branded gift card placed in a matching black envelope. 

 

Can I pick a future date for delivery?

Yes, at the point of ordering you will be asked to specify a date for delivery. Simply pick our standard delivery option and them choose your date. In conjunction with our courier company we will do our best to deliver on the specified date.

 

Can I order multiple hampers?

Yes, should you wish to order more than 2-3 hampers we would suggest that you email us on info@arcadiadeli.co.uk or alternatively call Mark on 02890 381779 to specify your requirements. It would be useful if you could supply your delivery names and addresses on a spreadsheet. We are experienced at providing large corporate orders but would ask that adequate time is given to fulfil your requirements.

 

What happens if there is no-one in?

Signatures are required upon receipt of a hamper delivery. Should there be no-one available to provide a signature, our courier will contact the recipient via the contact telephone number provided at point of ordering. The courier will simply tell the recipient he/ she has a parcel for them and when would be convenient for them to receive it. Delivery will then be re-arranged to suit. Obviously with fresh foods it is important that delivery is made within a reasonable timescale to ensure that the foodstuffs are received in first class condition.

What do you do to ensure that perishable goods remain fresh in transit?

All fresh foodstuffs such as fish and cheese are vacuum packed and transit ice packs are added to ensure cool temperatures are maintained prior to delivery.

Any other questions?

Please do not hesitate to contact us by email info@arcadiadeli.co.uk or telephone 028 90 381779 if you have any other questions regarding our hampers.