Shipping & Returns
WHERE DO YOU DELIVER?
We deliver all around mainland Britain, excluding the Highlands and Islands.
HOW SHOULD I STORE MY BROTH WHEN IT ARRIVES?
Your broths will be delivered chilled. You can cook them straight from the box, you can pop them in the fridge as soon as they arrive or, alternatively, you can freeze them at home and enjoy them at a later date. Please always check the use by date.
WHEN WILL I RECEIVE MY ORDER?
We deliver to customers Tuesday – Saturday. Due to our picking and packing schedule, your order time is dependant on whether you have ordered before or after 9 am. Please refer to the below table (Please note, the delivery schedule may change during bank holidays.)
WHAT SHOULD I DO IF I WON’T BE IN TO COLLECT MY ORDER?
Once your order has been placed and dispatched, it is extremely hard for us to recall it or delay delivery, due to the nature of our broths being delivered chilled. There must be somebody in to accept delivery on the chosen delivery date and, if not, then the broths are left in a safe space by our courier as they cannot be taken away and re-delivered at a later date.
We highly recommend that you check the above schedule before ordering, so you can make a plan for delivery. You will also receive a text message on the day of delivery with an hour window.
During check-out, please double-check your address and delivery details and ensure that you fill in the delivery instructions at check-out with a safe spot we can leave your package. If you have provided your contact details to us when ordering, you will also receive a text and email from our courier where you will be given the option to select a safe space. If not, the broths will be left in a space of the courier’s choosing. By placing an order with us, you are confirming that you are happy for us to leave the delivery parcel in a safe space.
I ORDER MY BROTHS ON SUBSCRIPTION, WHEN WILL THEY BE DELIVERED?
We will send you an email two days before your automatic payment will be taken so you can check you’re happy with your chosen bundle, make any amends, add products to your subscription, and pick a suitable delivery date. If you don’t pick a new delivery date then we will look at the date your renewal payment was taken and then ship your subscription to you on the next possible shipping date. It’s very important that there will be someone around to accept delivery of the broths, as they are delivered chilled so cannot be returned to us. Please do make sure someone is around to accept the broths, or if that’s not possible, please pick an alternative suitable delivery date. If you have any issues, questions, or forget to amend the date before payment is taken then don’t worry, just get in touch and we’ll be able to help.
WHAT SHOULD I DO IF MY ORDER ARRIVES DAMAGED?
We do our best to handle each delivery with care so hopefully, this won’t happen. However, if your delivery hasn’t arrived as expected, please take a photo and contact us as soon as possible with a phone number that we can reach you on. Each order is dealt with on a case-by-case basis and we will try our best to solve the issue with our distribution partner.
WHAT DO I DO IF MY ORDER GOES MISSING?
If your order goes missing, we will do our best to work with DPD to track it and investigate where it might have gone. However, we do ask that you endeavour to be in to receive your order (even if you have provided a safe place) because we cannot refund you if the order goes missing due to inaccurate information provided at checkout or if nobody is in to receive it.
CONTACT
If you have any questions about your order, please contact us at the details below:
hello@boroughbroth.co.uk
0800 7723226