Frequently Asked Questions
We have put together some of the questions that we are most commonly asked below.
How do I place an order online?
You can browse our site using the links from the home screen, or using the drop-down menu above. Alternatively you can use the search facility to search for a particular product. All our products are priced according to weight and/or portion size, so you can see approximately how many portions your chosen products will serve. Add your chosen items to your cart and follow the instructions to complete the checkout process.
Can I order something not listed on your website?
If you require something that is not listed on our website, please contact us by telephone on 0121 427 2129 (Tues-Fri 7am-5pm; Sat 7am-4pm), or via email to firstname.lastname@example.org, and we will do our very best to help you. If you chose to order something that is not itemised on the website, you will need to provide an email address so that we can send you an invoice for payment via Paypal. We regret that we are unable to take payments over the telephone.
Is there a minimum order value?
No, there is no minimum order value.
What are your delivery charges?
We offer standard delivery at a cost of £7.95 per order. Orders over £60 will be delivered free of charge. We also offer Saturday delivery at a cost of £15.95. Alternatively you can collect your order for free from our shop in Harborne, Birmingham by choosing the free ‘Click and Collect’ option at the checkout.
Can I chose my delivery date?
Unfortunately we are currently unable to offer a choice of delivery date at the checkout. However, our delivery schedule allows you to see the earliest day on which your order will be delivered depending upon when your order is placed.
When will my order arrive?
You will receive an email from us when your order is dispatched and collected by our couriers. On the day of delivery, you will be provided with a one-hour delivery time slot, and you can track your delivery using a real-time map so you can monitor the driver's progress. You can also chose to be notified by text message when you are the next stop on the driver's route, giving you approximately 10 minutes notice before your order arrives.
Where will my order be left if I am not at home?
If you are not at home to accept delivery, your order can be left with a neighbour or in a safe place. As your order contains perishable goods, the driver must be able to make delivery at the first attempt, so it is important that Instructions are left for the driver during the checkout process.
Can I track my order?
Once your parcel has been dispatched, our courier will provide you with a tracking number via email and via SMS text message. On the day of delivery you will be provided with a one-hour delivery window, and you can track your delivery driver using a real-time map. You can also opt to receive a text message notification when you are the next stop on the driver's route.
What should I do if my order has not arrived?
Once your parcel has been dispatched, our courier will provide you with a tracking number via email and via SMS text message. You can use this tracking number to track your parcel and to access information about your delivery. If this does not answer your query, then please contact us via email to email@example.com or by telephone on 0121 427 2129 (Tues-Fri 7am-5pm; Sat 7am-4pm) and we will investigate this for you.
How will my order be packed?
Your order will be cut and prepared by hand by our butchers on the day of dispatch. Raw meat products will be vacuum sealed to keep them fresh. Your consignment will then be packed in specially insulated boxes which will keep the contents chilled during transit. When your consignment arrives it is important that you refrigerate your products as soon as possible after delivery to keep them at their very best.
How long will my consignment stay chilled?
We use special temperature controlled packaging which will keep your consignment chilled to between 2°C and 8°C. Our own tests have established that the packaging will maintain a chilled temperature for in excess of 30 hours, but this can be dependent upon a number of factors, including external weather conditions. We perform regular tests to ensure that our packaging continues to perform to our exacting standards, so that we can be satisfied that your goods will always reach you in optimum condition.
Can the packaging be recycled?
Yes, the outer box is biodegradable and can be recycled in your usual curbside recycling collection. The inner liner is made using 100% recyclable LDPE material which can also be recycled in some curbside collections, but if your council does not yet accept it, it can be recycled at most major supermarkets in their used carrier bag recycling bins. The gel ice packs are also recyclable; just cut open the pack and discard the gel in your household waste first. However, our gel ice packs are strong and durable and can also be re-used in cool bags or cool boxes; just pop them back into the freezer and keep them frozen until you need them.
Where necessary we may use air cushions to fill any excess space within the box in order to keep your consignment secure during transit. Our air cushions are fully compostable and are certified to biodegrade in 12-24 months. Alternatively they can be recycled in supermarket used carrier bag recycling bins.
Where does your meat come from?
Our meat is all fresh British meat, sourced from local farms. Our beef is finest quality Limousin beef, which produces great tasting, lean, tender meat and is considered the best breed for steaks. Our free-range chicken and pork originates from Packington Farm in rural Staffordshire, who have received a Good Chicken Award and Good Pig Award from Compassion in World Farming to mark their commitment to providing the highest standards of care and welfare for their animals. Our lamb is finest quality Staffordshire lamb.
Where are your meat products produced?
All of our sausages, pork pies and meat pies are produced by hand at our shop in Harborne, Birmingham, using traditional recipes and fresh ingredients.
Is there variation in product weights?
The weights you see on our website are the average weights, but as we are dealing with fresh carcass meat, some natural occurring variance is to be expected. However, we will always do our utmost to provide products of equal weight to that which you have ordered. Where this is not possible, we will contact you to discuss an alternative.
What should I do if I am unhappy with my order?
We take every care to ensure that you receive the freshest and finest quality produce when you order from us, but if for any reason you are dissatisfied with anything that you have received, please contact us by email at firstname.lastname@example.org or by using the contact form on the website. Alternatively, you can contact us by telephone on 0121 427 2129 (Tues-Fri 7am-5pm; Sat 7am-4pm).
Still haven't answered your question?
You can contact us using the contact form below.