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DELIVERY POLICY

 

ORDERS

You can place an order on our website store at any time, day or night (unless our fabulous tech guys are making changes or updates in which case we’ll be apologising profusely and placing them under extreme pressure to get us back online). 

Our biltong and droewors are made in smaller batches to ensure the consistency of quality is maintained, and to a standard, our customers come to expect. That’s the upside. The downside is that sometimes there might be an extra day or two to wait until your order is ready to ship.

Orders placed before 11 am stand a higher chance of being delivered within 3 working days. Generally, we aim to have all orders dispatched within a maximum of 5 working days of receipt. In most cases, as previously mentioned, orders are ‘out the door’ within 3 working days. If there is a likelihood of additional delay, we will advise you either to the email or telephone number you have provided.

Saturday Deliveries: All our prices included free shipping within the UK from Monday to Friday. We can provide Saturday before 1 pm deliveries to many parts of the UK, but we would require the order to be received by us by 11 am on a Wednesday. This would require an additional surcharge to be paid before dispatch.

 

DELIVERY

Firstly, it pains us to say this, but we normally cannot accept any amendment to delivery instructions once the order has been placed on our Ecommerce store. However, if you do have to change it, either drop us an email at enquiries@billytong.com or use the contact form on this website. Please state your order number and changes you’d like. We will do our utmost to accommodate your request but we cannot provide any guarantee that we can action this in time before dispatch.

As mentioned in our ‘Orders’ section above, we usually aim to dispatch within 3 to 5 working days of receiving an order. This can frequently be as quick as 24 hours but is dependent on stock held for your order.

We are of course fully aware that our customers want their product as soon as possible (it’s fantastic, so we don’t blame them!). As a customer-focused company, it’s essential to us that the delivery of the product is timely on all occasions. However, these times should not be construed as a contractual commitment as many factors outside of our control can create a delivery delay. 

We use a mix of delivery organisations to fulfil the delivery of our product, and these will include Royal Mail and courier companies.

Factors that influence delays can include payment clearance, transport issues such as inclement weather conditions, road closures and leaves on the tracks (tongue in cheek but we still find that hilarious!), system failures to do with computers and the internet, and yes, good ole human error. Billy Tong cannot accept liability for direct or consequential loss or damage caused by said delays.

Because of the perishable nature of our products, timely delivery is essential. Any orders that we ask the Royal Mail to deliver, we will where possible dispatch in a form that will allow delivery into your post box, thus removing the need for a signature.

However, because of the nature of the product, this is not always possible, and some Royal Mail deliveries require someone to accept the package. If not, it will be returned to their sorting office for collection by the customer. We advise claiming your goods as soon as possible because of the shelf life of the product.

Couriers can be more flexible and may leave parcels in a safe place or with a neighbour. However, it is of course, up to the driver’s discretion as it is he that will take the blame for ‘non-delivery’ in the event it goes missing. Please be aware that if there is no one to accept delivery and it is left elsewhere, no liability is accepted for their loss or damage.

In the rare case that a re-delivery has to be attempted, there may be an additional delivery charge levied by the delivery organisation. This is outside of our control and will not be accepted as a reason to cancel the order.

Sometimes, it might be more prudent to have your order delivered to a work address. This comes with a warning, be prepared to have it all consumed by your work colleagues before you leave for home!

The overriding concern in all of this is to be aware of the shelf life of the product. The ‘Best Before’ date is guidance, and in our experience, our biltong is eaten well before that date arrives! 

‘Best Before’ also relates to correctly storing the product once it arrives. ‘Steaming hot’ days are not conducive to keeping biltong fresh, so it is essential to store your biltong in a cool place when necessary.

If you have any queries whatsoever, we can be contacted by:

Email: enquiries@billytong.com

Telephone: 01932 640649.