We have written these in plain English and we hope you agree they are fair and balanced. All of your rights under English law are valid.
If a particular product is unavailable we may substitute a different one (similar to the one you ordered) of our choice. (In our first ten years of internet trading we have despatched 99% 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. For items ordered in advance, we reserve the right to charge updated prices valid at time of despatch and updated carriage charge.
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. Camembert, Vacherin etc.
We cannot cut cheese exactly so there is often a price adjustment (plus or minus) when we charge your credit card. We always e-mail details of this adjustment when we confirm despatch of your order.
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.
We cannot be held responsible for delays due to bad weather, particularly snow and ice. Usually our perishable goods are stored in unheated trucks or unheated warehouses so the products themselves should be in good condition. We, or our customers, do not know when bad weather will strike, so there always be a risk element of delay. Our customers select the despatch date of the goods, not us, and we give clear warnings at our checkout that we suggest Christmas orders are despatched as early as possible after the first week in December.
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 reserve the right to change despatch dates and for those despatch dates which are invalid (customers often select a despatch date which has expired) we usually despatch on the next available date. If we see bad weather aproaching at Christmas, we reserve the right to despatch on an earlier date.
We cannot be held responsible for the condition of the goods if delivery cannot be made because there is no one at the delivery address. We cannot be held responsible if no one is at the delivery address to sign for goods, or if goods cannot be left with neighbours or in a safe place. We cannot be held responsible if goods are refused at a destination where no prior arrangement has been made by a sender for them to be accepted. If the item is showing as 'attempted delivery' or 'delivered' by Royal Mail, Parcelforce, Cotswold Express Couriers, Hermes, APC or any other courier company, this is deemed proof that delivery was attempted or made. If an item is showing a signature as proof of delivery, this is deemed proof that delivery was made. In the case of multi-occupancy buildings such as flats, we cannot be held liable for the alleged loss of goods if delivery was made and signed for by someone in the building other than the designated recipient. Where delivery has taken place to a third party such as a wedding venue, hotel or restaurant etc. we cannot be responsible for any missing items. If you asked our delivery company to leave the parcel in a specified place without a signature, we cannot be responsible if the parcel is subsequently lost or stolen. As our goods are often perishable we give permission to the driver to leave goods in a place the driver considers a secure location and/or outside the recipient's door.
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 five days of receipt. Individual cheeses usually have a longer shelf life and 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.
For orders over £100 or for wedding or party cakes you can cancel your order 30 days before despatch at no charge. There will be a £50 charge for a cancellation at shorter notice. Different charges apply for an order cancelled 10 days or less before collection or despatch. See 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 for credit. If you have a problem we will try to resolve the matter to your complete satisfaction. If your delivery arrives damaged or goods are faulty please e-mail a photograph to us.
For all orders cancelled ten days or less before the original despatch date you gave us, we reserve the right to charge a £50 cancellaton fee or 25% of the value of the goods, whichever is the greater. By this time we may well have ordered, cut and packed your order and arranged a courier pickup. We also reserve the right to charge a £10 fee for a change of despatch address or a change of despatch date. We don't mind changing these things but they are time consuming. For December orders, it can take us some time to physically find your order to make the change.
We may e-mail you with a promotional offer but there will be an unsubscribe function on our e-mail, to opt out of any further e-mails. We will never give your e-mail address to another company.
Please note we are not permitted to sell a knife or blade to any person under the age of 18. Criminal Justice Act 1988 (as amended).
For non-perishable goods the Distance Selling Regulations apply, and provide you with a 14 day cancellation period. Please let us know in writing, either in letter form or by e-mail, within 14 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 within 14 days of receipt of the goods (although not including your return delivery charges unless the goods are faulty). Delivery charges will be refunded only where the entire order consisted of non-perishable goods.
It is very rare that we receive a complaint about our cheeses or other non-perishable goods. We may want the item(s) returning or, more usually, a photograph of the faulty goods will be sufficient for us to re-despatch free of charge or refund. Delivery usually takes place the day after despatch but can sometimes take an extra day. We normally e-mail a tracking number so you can check the progress of delivery. If you do not receive the e-mail, please check your spam folder. It is the responsibility of the customer to track the order and contact us if delivery is not made within 2 days of despatch. If we have not heard from you within 3 days of despatch, no claim for non delivery can be made.
PLEASE NOTE: In December our total business increases six fold and we find it difficult to cope, but cope we do by working from 4a.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 by paying for that service.
House of Cheese, 13 Church Street, Tetbury, Gloucestershire, GL8 8JG, United Kingdom. Tel: 01666 502865
VAT Number UK 666993859