Delivery & Returns
Due to the volume of orders both ourselves and our couriers are handling, your order may arrive 1-2 days either side of your preferred date. Rest assured that the cheese is not in transit for an extended time and our packaging is designed to keep the cheese in optimum condition. We appreciate your understanding.
When you place your order, please check the order confirmation email for any address issues and let us know immediately if any amendments are needed. The preferred delivery date you chose at checkout is shown below your delivery address on your order confirmation email.
We will let you know when your order is being dispatched. You will receive a shipping notification email containing a link which will enable you to track its progress and to designate a safe place. Once the order is in transit, it is the customer’s responsibility to keep an eye on delivery notifications, for ease we ask that you provide a mobile number, so you receive these via text.
DPD delivers on a leave in safe place/no signature required basis. You can suggest your preferred safe place through the tracking link. Please keep an eye out for your order within the delivery window provided. The tracking link provides a photo showing where the box has been left. We cannot accept responsibility for goods lost or stolen after delivery.
If you foresee any issues with your delivery, please contact us as a first port of call, we are preferred DPD customers and can access live information on your behalf through their customer service team.
The below is a guide. Please enter your postcode on the checkout page for more precise delivery charges and confirmation of the service available in your area. The postcodes detailed below are changed dynamically by our couriers.
Zone 1: Most UK postcodes. Standard Delivery: £6.00/Free on orders over £29.50
Zone 2: Applies to the following postcodes: AB, FK, IV, KA, some KW postcodes, PA, PH, ZE. Standard Delivery: £6.00/Free on orders over £150.00.
Zone 3: Applies to the following postcodes: HS, some KW, TR, JE, IM and GY. Standard Delivery: £15/£9.00 on orders over £60.00/ Free on orders over £150.00.
Northern Ireland, Republic of Ireland, Mainland Europe & rest of World
Order online – collect in our shops
We 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. Collection from our London shops is free.
When to order
You can order online in advance and choose a day you’d prefer your cheese to arrive/be collected. 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. At peak times, delivery/collection dates do fill up, and are therefore unavailable/greyed out at the checkout.
If you are ordering cheese for a special occasion, be sure to select a preferred 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 Wednesday as the estimated delivery day. At all times, please bear in mind the information relating to preferred delivery days below.
Preferred delivery day
As we use third party couriers (typically DPD) 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.
Our packaging comprises Neal’s Yard Dairy cardboard boxes, insulated with Woolcool liners and Opus Bio biodegradable cushions. We don’t offer gift wrapping, but we think our boxes are rather handsome. 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 usually 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 and text message notification from the courier when your cheese is collected from us. You can follow the progress of your order via the link in this notification. In the morning of the day your cheese is due to arrive you will receive another notification with a one-hour window slot for your delivery.
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 the courier on your behalf.
How do DPD options work?
The range of DPD options available to you is specific to your delivery address. As we are sending cheese, a perishable item, we consider the options listed as 1, 2 and 3 below as the most suitable for our products. Please note that all of these options are actionable after the cheese has left us.
We cannot take responsibility for any changes you may make to your delivery address or date through DPD, as these changes automatically cause delays. If you have any questions or issues with your delivery, it is best to contact us as a first point of call.
If you choose “deliver to a safe place” you will need to specify the safe place and leave delivery instructions for the driver. In most instances the parcel will be left in the safe place on the scheduled delivery day. Ifthesafe place suggested is deemed to be unsafe by the driver (e.g. on a doorstep on a busy high street) or which is difficult to understand (e.g. hide behind the folly) they may bypass instructions and attempt to deliver again on the following day.
2. If you choose to have your cheese delivered to your neighbour, you will need to choose the specific neighbour from an address dropdown. If your preferred neighbour’s address is not listed, it is considered too far away for DPD to drop to. Delivery to your neighbour usually happens on the same day as the delivery was initially scheduled for, but this is not guaranteed.
3. If you choose to have your cheese redelivered to a pickup shop or to an alternative address, the cheese will go back to the depot, and be sent to the shop for pick up or to the other corresponding Depot for delivery on the following day. If your chosen pick up shop is full, your order may be taken to an alternative pick up shop further away. We advise you to keep this in mind when making these changes.
4. If you change the delivery day the cheese will be held by DPD (in a warehouse) until the delivery day that you have chosen. We strongly advise customers against choosing this option.
When the delivery arrives
Unpack the cheese from its box. In the unlikely event of a problem, please contact us immediately.
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.
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 the courier on your behalf.
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 unused tea towels, chopping boards and 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.