An Aladdin's
Cave Of Natural
Nutrition

Collection of real food

Customer Service 

Terms and Conditions

General

The following are terms and conditions for the sale of goods that will govern any contract for sale that we enter into with you. These Terms and Conditions tell you the rights and obligations you have. Please read these terms and conditions carefully. By ordering goods from The Real Food Company you are deemed to have understood and accepted these terms.

You may have other rights granted by law and these Terms and Conditions do not affect these.

This does not affect your statutory rights as a consumer.

Contact details 

We are The Real Food Company, Alsager.

Our registered office is 48-50 Sandbach Road South, Alsager, Cheshire, ST7 2LP

If you have any complaints about our service or any goods you purchase from us please either ring 01270 873322, email info@therealfoodcompany.org.uk or write to the address above.

Purchasing from us

To purchase from us you must be over 18.

By submitting your order you are offering to buy the goods and allowing us to use your personal details for the purposes of supplying goods (including passing your details onto couriers and other subcontractors). We will not use your details for other purposes without asking your consent and you may ask that your details are removed from our system by writing to the address above.

All prices and offers are subject to change and availability.

For out of stock items, delivery dates given are only estimates.

 

Shipping and Delivery

 

We ship Monday to Friday, but NO fresh or frozen orders will be posted on a Friday. We don’t ship on Bank Holidays and Public Holidays.

 

Orders are fulfilled in the order they are received.

 

We aim to dispatch all orders with 1-3 working days of receipt, unless the items ordered are out of stock. If this occurs we will contact you by phone or email to advise when we expect the items to be back in stock and an expected delivery date, continuing with the order will be your choice.

 

All postal orders are carefully picked and packaged in our shop by a member of our team. We aim to use recycled, and/or bio-degradable packaging materials.

 

Any chilled items not posted on a 24hr service will be at your own risk. We will always include chill packs and some insulation in your parcel.

 

Placing frozen goods into your freezer on delivery will be at your own discretion. 

 

ALL PARCEL WEIGHTS MENTIONED HERE ARE INCLUSIVE OF THE PACKAGING NEEDED TO KEEP YOUR GOODS SAFE DURING DELIVERY.

 

For all UK orders 

(Excluding the Highlands and Islands, Northern Ireland, Isle of Man and the Isles of Scilly)

  • Small parcels up to 1kg are sent by Royal Mail 1st class post for £3.40. Royal Mail expect to get the parcel to you within 1 working day of posting, but they do not guarantee this. We keep proof of posting. Chilled and frozen items on this service will be at your own risk.
  • We can offer a second class Royal Mail postage rate for items up to 2kg in weight for £2.90. Royal Mail aims to deliver your parcel within 2–3 working days, but they do not guarantee this. We keep proof of posting. Chilled and frozen items on this service will be at your own risk - we do not recommed this service for these items.
  • Larger parcels over 1kg and up to 28kg are sent by Parcelforce signed for service. This is a guaranteed next working day delivery at £6
    • Delivery services are timed from the courier’s collection day.
    • If you require us to arrange for the parcel to be left in a safe place of your choosing, this option will be available at checkout. This will be at your own risk, and no signature will be required.

 Orders above 28kg total weight will be delivered in separate packages.

 

Any chilled or frozen items not posted on a listed 24hr service will be at your own risk. We will always include chill packs and some insulation in your parcel. Placing frozen goods into your freezer on delivery will be at your discretion.

 

 If you are located in the Highlands and Islands 

 We again use Royal Mail for small parcels at £3.40, as above. 

 

 Larger packages have several options:-

  • Parcelforce next day, signed for - £12 (1kg-28kg)
  • Royal Mail 1 day parcel deliver, signed for £17.00 (1kg-5kg) size restrictions apply
  • Royal Mail 1 day parcel delivery, signed for £23.00 (5kg-10kg) size restrictions apply 
  • My Hermes, signed for, 2-5 days - £4 (1kg-2kg)
  • My Hermes, signed for, 2-5 days - £6 (2kg-5kg)
  • My Hermes, signed for, 2-5 days - £8 (5kg-10kg)
  • My Hermes, signed for, 2-5 days - £10 (10kg-15kg)

Parcels need to be signed for, unless you have given instructions at checkout for the package to be left in a safe place, at your own risk.

 

Any chilled and frozen items not posted on the Parcelforce 24hr service will be at your own risk. We will always include chill packs and some insulation in your parcel. Placing frozen goods into your freezer on delivery will be at your discretion.

Surcharges apply for some addresses. We will inform you.

 

For customers in the Isle of Man, the Isles of Scilly and Northern Ireland 

We use Royal Mail for small packages for £3.40, as above.

 

Larger packages have several options:-

  • Parcelforce guaranteed next day, signed for - £20 (1kg-28kg)
  • My Hermes, signed for, 2-5 days - £4 (1kg- 2kg)
  • My Hermes, signed for, 2-5 days - £6 (2kg-5kg)
  • My Hermes, signed for, 2-5 days - £8 (5kg-10kg)
  • My Hermes, signed for, 2-5 days - £10 (10kg-15kg)

Parcels need to be signed for, unless you have given instructions at checkout for the package to be left in a safe place, at your own risk.

 

Any chilled and frozen items not posted on the Parcelforce 24hr service will be at your own risk. We will always include chill packs and some insulation in your parcel. Placing frozen goods into your freezer on delivery will be at your discretion.

 

 

For International Orders

Please email info@therealfoodcompany.org.uk for a quote before you place an order.

 

Every effort is made to ensure that the estimated delivery charge added at the time of ordering is as accurate as possible, however there may be times when it is necessary to amend these charges before delivery. If this is the case you will be contacted by our customer service staff and informed of the new charge.

 

 

Delivery Addresses

It is extremely important that the full delivery address is entered correctly including the correct postcode. Couriers will not consider compensation for items lost unless the delivery address and postcode are 100% correct.

PayPal Payments

Customers making payments through PayPal must have a confirmed address associated with their account. We reserve the right to withhold dispatching any orders where the PayPal account is not confirmed.

The Real Food Company cannot be held responsible for items that are lost where an incorrect delivery address has been provided.

 

Ordering

Making a Purchase 

Browse through our store and add any products you wish to buy to the shopping cart. When you have finished your shopping you may view your choices by selecting "My Basket" at the top of the page, alternatively you may proceed directly to the payment page by clicking the ‘Checkout’ button. You will then be required to provide us with a few details that are needed to process your order.

Viewing Orders

To view your orders, please refer to "My Account" page, where you will also be able to update your account Information. The "My Account" tab can be found at the top of the web page.

Payment is accepted by credit card or PayPal, and will be charged in GBP. Card payments by Visa and MasterCard only. 

When you receive our order confirmation, this confirms only that we have received your order and not that a contract exists between us. Acceptance of your order is confirmed and a contract exists between us when we send you an invoice. This is to protect us in case we have made a pricing error, or we are unable to supply a product for any reason. The price of the Goods shall be the price quoted on the website on the date of acceptance of the order by us. If we find a pricing error on our website we will inform you as soon as possible and give you the opportunity, if you wish, of reconfirming your order at the correct price or cancelling it. If you cancel and you have paid for the Goods, you will be given a full refund. For the avoidance of doubt, we are neither bound nor liable in any way to provide Goods to you on the basis of any pricing error (obvious or otherwise) found or posted on our website.

We take all reasonable care to ensure that all details, descriptions and prices of products appearing on our website are correct at the time when the relevant information was entered onto the system. However, although we aim to keep the website as up to date as possible, we do not warrant that product descriptions, colours or other content available on the website are accurate, complete, reliable, current or error-free. We try to include as much information as we feel necessary for you to make an informed choice. The colours on your screen and any product descriptions should be used for guidance only. 

Please note that due to the products being made of natural ingredients and components, slight variations may occur in actual Goods

Risk of Damage or Loss and Ownership of Goods

The risk shall pass to you on delivery or, if you fail to take delivery of the Goods, at the time when the Goods are delivered (or delivery is attempted) to you in accordance with your instructions.

Title of the Goods shall pass to you upon delivery of the Goods and on our receipt of full payment. Legal ownership of the Goods will immediately revert to us if we refund any such payment to you or if the Goods are returned in accordance with any cancellation, refund, return or exchange policy as posted on this website.

You should inspect the Goods when you receive them for damage. You should refuse to accept delivery of goods which are severely damaged and the courier will return the package to us.

If the damage is minor you should sign for the delivery clearly indicating that the goods are damaged and take a photograph of the package showing the damage. Please contact us within 24 hours of delivery/attempted delivery to inform us of the problem.

Items lost in the post

We send out hundreds of orders a week and it is very rare than Royal Mail or our couriers lose the parcel. However from time to time unfortunately this does happen. As a rule parcels are not considered lost until after 14 working days. We are not able to process a claim for the parcel until 14 working days have passed from the time of us sending the goods. Once the 14 days have passed we will then process a claim as quickly as possible, however please note the claims process can take several weeks.

We do not wait for the compensation to come to us before we refund you or resend the goods but we do have to wait for confirmation that the claim has been accepted.

Please understand that in this situation it is not us that have lost the goods and it is frustrating for us also. 

 

Returns and Replacements

Any unused goods which have been bought in error can be returned to us "as new" within seven days of receipt of your purchase (as per The Consumer Protection (Distance Selling) Regulations 2000). Please phone our shop on 01270 873322 first, so that we can help you to return the item correctly. 

Packages must be returned to:

The Real Food Company, 48-50 Sandbach Road South, Alsager, Cheshire, ST7 2LP.

Postage costs for the return will not be refunded, unless it can be shown it was our error. 

Exceptions apply to chilled and frozen goods, as it is impossible to know that they have been stored correctly and are suitable for resale. If they are defective we need to know immediately with photographic and documented evidence. We will not expect them back as a return. 

Please note that, for reasons of hygiene, we are unable to offer refunds or exchanges on any opened or used products. Additionally, we cannot offer any refunds for goods specifically customised or bespoke which are not damaged or defective.

We will not accept any responsibility for loss or damage to Goods returned in this way until they are received at our address above. We recommend that returns are sent by 'recorded registered delivery' with a proof of posting which is to be kept. Please note that we are not responsible for return postage other than for incorrectly supplied, defective or damaged Goods. Return postage for Goods returned for any other reason shall be solely at your cost.

If incorrect goods have been supplied, we will arrange collection for them at our own cost. If you are aware the goods are incorrect please refuse to accept delivery of the parcel. Otherwise, please notify us immediately and a collection will be arranged as soon as is mutually convenient. A refund or re-dispatch, as appropriate, can then be arranged.

Once we receive the Goods in their original condition, any payments made by you for the purchase will be refunded in full or replacement Goods will be despatched to you as previously agreed, as soon as we can, with no further costs for you.The refund will be made back to the card/payment method of the original sale only.

 

Privacy and Security

We use WorldPay and PayPal as our payment providers, so you can be confident of your security. These companies use the very latest security systems.

We are committed to protecting your privacy and so our system uses industry standard security to safeguard the confidentiality and storage of your personally identifiable information in accordance with current UK Data Protection legislation and guidelines. Please be aware that "perfect security" does not exist on the internet. It therefore must remain each user’s own responsibility to protect against unauthorised access to their user details to this site and also to ensure that only the actual user logs on to the website. Please ensure that you log off from this website when you not using it and also please keep your log-in details safe.

The Real Food Company do not disclose our buyers' information to third parties other than when order details are processed as part of the order fulfilment. In this case, the third party will not disclose any of the details to any other third party. Your personal information will only be used by The Real Food Company for the purpose of "Customer Care". If you ever want to check what information we hold for you, please feel free to contact us. We will update, amend or delete information as you so wish.

Cookies are used on this shopping site to keep track of the contents of your shopping cart, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option. They are also used after you have logged on as part of that process. You can turn off cookies within your browser by going to 'Tools | Internet Options | Privacy' and selecting to block cookies. If you turn off cookies, you will be unable to place orders or benefit from the other features that use cookies.

The user of our site must be aware that all intellectual property and other proprietary rights, including, but not limited to, copyright and trademarks, and all technical, business or similar information, including but not limited to, all designs, documents, photographs and other materials relating to the Goods, created by us shall be, and shall remain our property . All design, text, graphics, layout, software and all other materials on this website are protected and belong to us and all such rights remain reserved.

 

Updating Account Information

To update your account information, please refer to "My Account" page. The "My Account" tab can be found at the top of the web page.