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Free EXPRESS delivery on all orders over £75

Customer Service / Privacy Policy

Orders

We accept orders from you on the understanding that you have read and accepted the Terms & Conditions. 
 
 

Payments

Payments will only be accepted through the online payment system provided, unless agreed otherwise by telephone.
 
 

Deliveries

Although every effort will be made to deliver the goods as ordered within 7 days we cannot accept responsibility for delays due to circumstances beyond our control.
 
If you would like us to send your order as a present for somebody else, please include any cards and or messages with the order form. Also, please ensure you have the correct delivery address including postcode and contact telephone number if available.
 
Any additional carriage costs resulting from incorrect information being given on the order form will be charged.
 
 

Returns & Refunds

Delivery charges are as listed on the Order Form.  Claims for breakages or other damage must be made in writing with photographic evidence to support the claim to 'Ouse Valley Foods' within 3 days of delivery. Damages during carriage must be recorded on the carrier delivery note, otherwise claims are invalidated.  Goods returned for exchange must be in the condition you received them to allow us to assess any damages.  This offer applies for 14 days from the date of purchase and is in addition to your statutory rights.
 
In the rare event you have a faulty item, please return within 7 days for an exchange to: 
Ouse Valley Foods, Unit 2, Ashgrove Farm, Piltdown, Uckfield, East Sussex, TN22 3XN
 
Notes on all Returns:
Please enclose the Invoice slip included with your order as well as giving full details of the reason for the return.  Please retain all proof of postage.
 
When returning goods we recommend, for your own security, that you obtain proof of posting from the Post Office.
 
 

Postage & Packaging

Postage charges start at £2.75 and are calculated based on total order weight. The maximum delivery charge is £7.20 for online orders.
 
Postage charges covers mainland UK only. For postage beyond the UK please contact our Mail Order Department. (See Queries, Questions & Complaints below). Postage is free for orders over £75 within the UK.
 
Your order will be processed as soon as we receive your payment through PayPal or a valid credit or debit card.
 
In the unlikely event that your item is out of stock, you will be contacted with the expected delivery date along with the option to cancel your order if you would rather not wait.
 
Jar prices do not include courier postage and packing.
 
While we strive to deliver your items as soon as possible, we cannot be held responsible for any items that fail to arrive in time due to forces beyond our control, such as postal error.
 
We always obtain proof of posting.  If your item is lost in the delivery process due to courier error then we will replace the item once all relevant forms and claims are resolved, but we cannot offer you a cash refund.
 
 

Privacy Policy and Security

We only use the information that we collect about you lawfully (in accordance with the Data Protection Act 1998).

In order for us to process your order we will ask for personally identifiable information relating to you including name, address, phone number, e-mail address and credit / debit card details. Note we do no store any financial details we may ask for when ordering on ousevalleyfoods.com.

We will only use your personal information for the purpose(s) for which you provide it to us – including responding to your enquiries, handling orders, delivering items, processing payments, communicating with you about orders, products, services and promotional offers.

We do not pass on personal details of our customers to third parties, except where required to do so by law. 

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure of any personal / financial information we employ High-grade AES-256 bit encryption when processing your payment.

We use cookies throughout ousevalleyfoods.com. You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

By visiting ousevalleyfoods.com you accept and consent to the practices described in this Privacy Policy. From time to time we may revise our Privacy Policy. If we decide to do so, the changes will be posted on this page.

 

Queries, Questions & Complaints

Should you have any queries or wish to order by telephone or in writing, please contact the Mail Order Department.
 
Telephone:  + 44 (0)1825 721155                  
Post: Ouse Valley Foods, Unit 2, Ashgrove Farm, Piltdown, Uckfield, East Sussex, TN22 3XN.
Email: info@ousevalleyfoods.com     
Company Registration No. 05126137