Shipping & Returns Policy

Shipping

Due to COVID-19 we are currently experiencing a high demand for products and are working closely with Royal Mail and our carriers to get your parcels to you. We apologise for any delay, please bear with us during this time.

• We use Royal Mail for UK deliveries.
• For orders up to 2kg the charge is 3.95, orders between 2kg-5kg is £7.95 and for any orders above 5kg delivery is free.
• Our aim is to prepare your order and despatch it within 2 working days (Monday to Friday excl. bank holidays), which means that you receive your order within 2 to 5 working days from the date it was despatched. This may not always be possible depending on the volume of orders on our system, so if your order has not been despatched within 3 working days, please contact us directly.
• Orders despatched on a Royal Mail Service are NOT tracked and can take up to 5 working days to be delivered.
• We will use all reasonable endeavours to ensure these times are met, but cannot be held responsible for despatched parcels delayed by third parties, for example due to poor weather conditions.
• If you do not receive your order within 5 working days from the date of despatch, please email us at info@jorge-artisan-foods.co.uk. We request that you contact as soon as possible and within 60 days of placing your order.  If you contact us outside of this time frame, we are unable to track your order or provide any reimbursement.
• If your order is returned to us due to several failed delivery attempts, non-collection or an insufficient/incorrect address, we cannot refund any shipping costs.
• Highlands and Islands orders may be subject to additional shipping charges.  If these charges are not applied at the time of placing your order, this will be discussed with you prior to your order being dispatched.
• Large volume orders may be subject to additional shipping charges. This will be discussed with you prior to your order being dispatched.

Returns Policy

Our policy lasts 14 days. If 14 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.

The majority of our goods are exempt from being returned as they are perishable and/or are sealed. 

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

To complete your return, we require a receipt or proof of purchase.

There are certain situations where only partial refunds are granted: 

* Any item not in its original condition, is damaged or missing parts for reasons not due to our error.

* Any item that is returned more than 30 days after delivery

Refunds 

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds 

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@jorge-artisan-foods.co.uk.

Sale items 

Only regular priced items may be refunded, unfortunately sale items cannot be refunded.

Exchanges 

We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at info@jorge-artisan-foods.co.uk and send your item to: Edgefield Cottage, 3A Park Lane, Heighington, LN4 1RF, United Kingdom.

Returns

To return your product, you should mail your product to: Edgefield Cottage, 3A Park Lane, Heighington, LN4 1RF, United Kingdom.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.