Delivery and returns

WHEN TO ORDER

You can order online in advance and choose a day you’d prefer your cheese to arrive. Typically we accept orders for next day delivery up to 12 noon the day before, although during peak times lead times can extend to up to 48 hours prior to delivery. If you are ordering cheese for a special occasion, be sure to select an estimated delivery date a day or two before your event in case of courier delays. For example, if your event is over the weekend, it is best to choose Thursday as the estimated delivery day.

PREFERRED DELIVERY DAY

As we use third party couriers (typically UPS) we unfortunately cannot guarantee the arrival day of your order. We ask that you let us know when you would prefer the cheese to arrive and assure you that we will do our best to ensure that it arrives as close to then as possible.

PACKAGING

We will send your cheese in one of our Neal’s Yard Dairy cardboard boxes, insulated with wood wool and biodegradable air pillows. We don’t offer gift wrapping, but we think our boxes are rather handsome. You can see an example here. When the weather is warm, we will also include ice packs, which will melt in transit to help ensure the cheese stays cool for as long as possible. We do not deliver in refrigerated vans. If you would like to know more about our temperature policy, click here.

TRACKING MY ORDER

You will receive a tracking email from UPS when your cheese is dispatched from us. This is typically around 5pm the day before your cheese is due to arrive. As this is an automated email unfortunately it will say that a signature is required for the delivery. Please ignore this, our orders are sent on a driver release basis as detailed above.

You can follow the progress of your order via the link in this email. Typically orders are scanned 4-6 times throughout their journey, so don’t be alarmed if you don’t see more frequent updates than this. We will be keeping an eye on our deliveries. If you spot an issue with your order, please contact us and we will be happy to follow up with UPS on your behalf.

MY UPS

UPS offers a service called “my ups” which allows customers to defer their delivery to a day or time that suits them better. Please be aware that we strongly advise against using this service for our cheese.  If you choose to use this service, changes made to the delivery date will occur after the cheese has been dispatched. As such cheese may be in transit for long periods of time and the quality of cheese will be negatively impacted.

WHEN THE DELIVERY ARRIVES

Unpack the cheese from its box. In the unlikely event of a problem, please contact us immediately.

SAFE PLACE

Our packages are sent on a so-called “driver release service”. This means that if you are not in to sign for the package, we ask the driver to leave the cheese in a safe place on the property. At the checkout, you must select where you would prefer the cheese to be left. If you are sending cheese to an address you are not familiar with it is worth checking with the receiver first. Once the cheese has been released the status on the UPS tracking service will be “REL 395” and you can click to see where the cheese has been released. If there is no known safe place at the delivery location, please call us so that we can make alternative delivery arrangements.

STANDARD DELIVERY

Standard delivery orders should arrive between 7AM and 7PM on your preferred delivery date and costs are listed below. During peak times, for example in the run up to Christmas, these hours are extended. If you live in a remote rural area, or in the Scottish Highlands, delivery may take 2 days from dispatch.

PRE-12 DELIVERY

Orders sent on a pre-12 delivery service should arrive between 7am and midday on your preferred delivery date and costs are listed below. If you live in a remote rural area, or in the Scottish Highlands, this service may not be offered in your area. If you are unsure, please check with us before placing your order.

***Due to the high demand at Christmas time, for deliveries between December 10 – 19, our priority service will deliver before 2pm instead of 12pm.

IF YOUR ORDER IS DELAYED

In the unlikely event that something goes wrong with your delivery, please let us know as soon as you are aware of the issue. We will be happy to follow up directly with UPS on your behalf.

RETURNS

We don’t accept returns of cheese products or other perishable goods. The only products in our online shop which we can accept returns of are our cloth bags. For more information, visit our terms and conditions page. In the unlikely event that there is a quality concern around your cheese we may ask you to send us some photos to help us better understand the issue.

ORDER ONLINE – COLLECT IN OUR SHOPS

We now have a Click & Collect feature that allows you to place your order Online in advance and choose a day you’d like to collect your cheese from one of our Shops. Typically we accept orders for next day collection up to 12 noon the day before, although during peak times lead times can extend to up to 48 hours prior. Find out more here

DELIVERY CHARGES

U.K. ZONE 1

(England and Wales)

  • Orders Under £60
    • Standard delivery is £6
    • Premium upgrade for delivery before 12pm is 9£
  • Orders £60 – £150
    • Standard delivery is Free
    • Premium upgrade for delivery before 12pm is 3£
  • Orders Over £150
    • Standard delivery is Free
    • Premium upgrade for delivery before 12pm is Free

U.K. ZONE 2

(Central Scotland)

  • Orders Under £60
    • Standard delivery is £15
  • Orders £60 – £150
    • Standard delivery is £9
  • Orders Over £150
    • Standard delivery is Free

**Up to 2 days delivery

ZONE 3

(Ireland, Rural Scotland, Highlands and Islands)

**Please call us on +44 (0)20 7500 7575 for individual pricing to these areas.

ALL AREAS OUTSIDE ZONE 3 (Including Mainland Europe & Rest of World)

Neal’s Yard Dairy exports extensively throughout Europe and the rest of the world so please contact us for individual stockist’s details.

*Delivery from our Online Store is currently not available to these areas.