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Shipping & returns

Shipping

We always try to recycle and re-use packaging wherever possible. There may therefore be wear on the outer packaging that you receive.

We aim to despatch your items within 1-2 working days. Smaller items are despatched using Royal Mail Second Class and usually take 48 hours to arrivre. Larger items are sent with UPS Standard and usually arrive within 24 hours. If your order is particularly urgent, please get in touch!

Shipping costs are calculated by weight and automatically applied to your order. Estimates can be found in your shopping cart. We reserve the right to adjust your shipping costs for orders weighing above 25KG. We will contact you if an adjustment needs to be made.

International and Channel Island Shipping

We ship internationally, Scottish Highlands, Northern Ireland and to the Channel Islands. We have many happy customers from Guernsey to Jersey and from Canada to Cork! Please browse our website and contact us through the "Contact Us" page with what you would like. We will then work out the shipping costs and get back to you. We do not cover any customs duties due in the receiver country. If purchases are made without contacting us we will be in touch with additional shipping costs.

Channel Island customers may want to order through the website directly for small items (approximately 1KG) as shipping with Royal Mail will not cost any more. We will then get in touch if a surcharge is due.

Insulated shipping

Items requiring insulated shipping are shipped using UPS Express Standard. This means they should arrive the next day before noon after the day of despatch.

For meat and other products, we ship using insulated packaging, ice packs and next day delivery. These additional costs are integrated into the cost of our frozen products. Your item will arrive in insulated packaging so they should be frozen on arrival. Naturally, we rely on our courier to provide a next day service. Please ensure someone is home on the day - your item may be placed in a 'safe place' if no-one is there. Please check the packaging before accepting the goods, if there is damage then we advise you ask for this to be confirmed in writing by the courier delivery person.

Although unlikely, if the products have already thawed, they can be kept in the refrigerator and consumed within 3 days as long as a product temperature of 7°C has not been exceeded. Do not re-freeze thawed products. If the temperature is above 7°C do not consume and please contact us.

Although the meat will be sent frozen in insulated packages that is generally still frozen on arrival, we cannot guarantee products will be fully frozen on arrival.

All parcel orders with a third-party courier at ambient temperature as standard, unless otherwise requested by the customer. We dispatch all goods on an express next day delivery service. Please make sure that on the day of delivery, someone will be there to receive the parcel. We cannot guarantee that the delivery service will place the goods in front of the door or a ‘safe’ place if no one is there to sign. However, you do have the option to get the parcel delivered to another address such as a neighbour or workplace, please state this clearly when ordering your goods and ensure you check the address on the sales order before payment is made.

The courier companies all know we send food goods and there is a high importance on care and speed of delivery. As a third-party courier is used, we are unable to control any deviations to the delivery as requested. In general, express delivery services do not guarantee delivery on the next day, although the likelihood is extremely high. However, particularly before the holidays (in particular, Christmas), delivery of the parcel may take longer than one day. As this is a third-party service, we do not have any influence on this, and thus, also cannot guarantee next day delivery

Please check the package before accepting the goods, only accept damaged packages if the damage is also confirmed by the messenger in writing- otherwise, we will not be able to reclaim reimbursement for damaged parcels from the courier service and thus will not be able to compensate you for your loss.

We use the highest quality refrigerated parcels and icepacks. Even if the products have already thawed, they can still be consumed for up to 5 days if a product temperature of 7°C has not been exceeded and the products are immediately placed in the refrigerator. However, thawed products must not be frozen again.

In the unlikely event that the products are already completely defrosted upon arrival, please check the temperature of the products with a suitable thermometer. If the temperature is above 7°C, do not consume the products and contact us immediately at austrianfooduk@gmail.com.

Alcohol Shipping

Alcohol is shipped using UPS Standard + Adult Signature service. It should arrive 24 hours after the day of despatch.

To help prevent underage drinking, all orders that include alcohol will require an adult signature on delivery. The courier service will adopt the Home Office 'Challenge 25' scheme, so you may be asked to show identification if you look under the age of 25. Please ensure an adult is present to receive the courier delivery. Your delivery will not be left in an unattended 'safe place'. There will be an additional fee attached to your shipping price to cover this service.

Returns

Returns are available if any items arrive defective. Please get in touch if there are any issues!