Click here for our new website http://www.houseofcheese.co.uk
Terms and Conditions
If a particular product is unavailable we may substitute a different one (similar to the one you ordered) of our choice. In our first 18 months of internet trading we have despatched 98% of specific items ordered. If you do not wish any substitions please add this comment on your order.
Prices are subject to change without notice due to circumstances beyond our control. Packaging of products sometimes varies to that illustrated on our webshop and sometimes we change brands of our cheeses if the cheese is a generic type, e.g. Feta, Camembert etc.
Delivery in most parts of the country is next day. However, we cannot guarantee next day delivery due to circumstances beyond our control. Deliveries to remote parts of the UK will take longer. Our delivery prices are for UK Mainland addresses. Non-mainland parts of the UK will have a £10 extra postage charge.
Please make sure the delivery address and postcode are correct (especially the latter) as we cannot be responsible for non-delivery due to a wrong address/postcode. Royal Mail, and other websites have a postcode checker.
We cannot be responsible for the condition of the goods if delivery cannot be made because there is no one at the delivery address.
Freshly cut cheese ripened to perfection is a fragile product and once delivery has been made it must be kept cool, especially in very hot weather. We suggest cut cheeses are consumed within 3 days of receipt. Individual cheeses usually have a "use by" date.
If ordering several jars of pickles/chutneys, we reserve the right to send these by separate, slower post as the temperature is not critical and these jars are expensive to send by next-day delivery because of their weight.
Orders received by 8am will be despatched the same day (except Fridays, Saturdays and Sundays or Bank and Public Holidays). *See our note about December orders below.
We take great pride in the quality and condition of our cheeses. Please notify us within 24 hours of receipt if we have failed to please. Our perishable goods cannot be returned except where our goods do not meet your quality expectations or are damaged in transit. If you have a problem we are committed to your complete satisfaction. In our first 18 months of internet trading we have not received any complaints or any returns.
For non-perishable goods the Consumer Protection (Distance Selling) Regulations 2000 apply, and provide you with a 7 day cancellation period. Please let us know in writing, either in letter form or by e-mail, within 7 days if you wish to cancel your order of non-perishable goods. If you wish to cancel the contract the ownership of the goods reverts to us (the supplier). You (the consumer) have a duty to continue to take reasonable care of the goods until you return them to the supplier. Please return the goods to our shop in Tetbury; this can be done either in person or through the post. A refund will be given when the contract is cancelled and will include all monies paid to us (although not including our delivery charges). Your credit card will be credited with the refund on the date we receive the returned goods. Our delivery charges will be refunded only where the entire order consisted of non-perishable goods. We regret that we are unable to refund the cost of posting the goods back to our shop in Tetbury.
{Update 05/11/01 - OUR FIRST COMPLAINT - regarding next day delivery for a birthday present. The delivery was not made the next day despite the couriers collecting from us on time. Our sincere apologies to Sarah of Bermuda who ordered a gift for her father's birthday in the UK. Obviously no despatch company is 100% perfect despite collecting the order on the day they promised. As we say earlier on this page, we cannot be responsible for circumstances beyond our control. That isn't much consolation for Sarah, so in this particular case we will offer something to her (without liability) as a gesture of goodwill. We add this update to reassure our customers that service is extremely important to our company but things sometimes go wrong through no fault of our own. Everyone should know that few things in life are absolutely guaranteed. We try our very hardest and if there is any question of us being at fault for late despatch, we would contact our customer straight away.}
{Update 10/06/03 - We are, at this date, and in fact since February 2003, using Royal Mail Special Delivery who are much more reliable than courier companies.}
PLEASE NOTE: In December our total business increases six fold and we find it difficult to cope, but cope we do by working from 5a.m. to 10p.m. each day. Despatch companies must have a similar problem, so please allow extra time for important date-sensitive orders. During this one month we especially cannot guarantee delivery by the next day though we will do our very best.
Our FAQ page may answer any more specific questions you have.
