Delivery and Collection Arrangements Please be advised that due to operational capacity, there may be instances where next-day delivery cut-off times are amended or certain delivery days become unavailable. This is especially likely during high-demand periods, such as Christmas ‘peak week’, when delivery schedules may vary. Local Delivery We provide delivery to selected postcodes within London from Monday to Saturday. Orders placed before 12 PM are eligible for next-day delivery, subject to availability. To confirm whether you qualify for local delivery, please enter your postcode at checkout. Should your postcode fall outside our local delivery zone, you will be prompted to choose our nationwide delivery service. Local deliveries are carried out using HG Walter's branded refrigerated vehicles. Our highly experienced drivers maintain the highest standards of food safety and quality control. Special delivery instructions can be provided during checkout, and these will be followed to the best of our ability. In the event no special instructions are provided and our driver is unable to complete the delivery due to the recipient’s unavailability, the parcel will be returned to our processing unit. The customer will be responsible for arranging a redelivery. 2. Nationwide Courier service We deliver nationwide to most UK postcodes from Tuesday to Friday (excluding the Highlands and Islands, please see our list of restricted postcodes here). Orders placed before 12 PM qualify for next-day delivery, subject to availability and any bank holiday restrictions. Our nationwide service is fulfilled by DPD, a trusted courier partner. On the day of delivery, DPD will provide a time-specific notification for your convenience. DPD also offers a contact-free delivery service, which includes the option to leave your parcel in a safe place. Please note that if no safe place is specified and the recipient is not available at the time of delivery, HG Walter will not be responsible for any loss or theft of the parcel if left unattended at the customer’s residence. For real-time tracking, we recommend using the DPD app. Please note, some items may not be available for nationwide delivery, and this will be clearly indicated within the product description. In the Case of Damaged Parcels: If something goes wrong during transit and your parcel is damaged, please send us the following photos so we can make a claim with DPD: The outside of the box, showing any external damage. Any damage to the internal packaging. The items inside, showing their condition. The parcel label with the tracking information. We cannot proceed with a claim without these images, so please ensure all necessary information is provided. 3. Collection Orders can be collected directly from our shop in Barons Court, with a minimum order value of £15. For directions, please see our ‘store and opening hours’ page. Collections are available during our regular business hours, which may vary during peak periods and public holidays. We kindly request that you have your order number and the name under which the order was placed ready upon collection. Please note, if your order is not collected within two days of the original collection date, the goods will be disposed of, and the order will be considered fulfilled. No refunds will be issued for uncollected orders. 2. Alcohol Purchases In accordance with UK law, customers must be 18 years or older to purchase alcohol. Proof of age will be required upon delivery or collection. If alcohol is included in your order, our driver or shop staff will request valid photo identification (such as a passport or driving licence) to confirm the recipient's age. Alcohol will not be delivered or released without valid ID. In cases where the recipient is unable to provide ID or is underage, the alcohol portion of the order will be returned, and no refund will be issued for these items. 3. Packaging and Sustainability We are committed to ensuring your order arrives in perfect condition. The majority of our products are vacuum-sealed in food-grade polythene and packaged in recyclable cardboard HG Walter boxes or bags. For local deliveries, once your order is prepared, it is stored in our refrigerated facilities until it is placed in one of our refrigerated vehicles and delivered directly to your door. For nationwide deliveries, orders are packed in eco-friendly Woolcool insulation made from lamb’s wool, along with recyclable cardboard boxes and ice packs to maintain the correct temperature. Our packaging has been rigorously tested to ensure your items remain in optimal condition during transit. Our nationwide orders are packed in fully recyclable carboard boxes, environmentally friendly Woolcool lamb’s wool insulation, with ice packs to keep the order cold. Rigorous testing has ensured your package gets to you in perfect condition, with your order still cool. 4. Delivery Charges Delivery charges are subject to seasonal adjustments. The standard delivery fees are as follows: - Minimum basket value for delivery: £40- Orders over £70: Free delivery- Orders under £70: £8.50 delivery charge These rates are applicable to both local and nationwide deliveries. Weight Variations Given the artisanal nature of our products, slight variations in weight may occur. While we strive to meet the exact weight specified in your order, a tolerance of up to 10% above or below the nominal weight is acceptable, in accordance with the Weights and Measures (Packaged Goods) Regulations 2006. No additional charges or refunds will be processed for items within this weight variance. 6. Unfulfilled Orders Due to the seasonal availability of certain products and occasional supply chain disruptions, there may be instances where we are unable to fulfil certain items in your order. In such cases, we will process a refund for the unfulfilled items immediately. If you require further assistance, please contact our customer service team. 7. Quality Assurance and Complaints We take pride in offering only the highest quality products. If you are dissatisfied with any product you receive, please notify us within 12 hours of delivery. For complaints about the quality of our products, we require a photo of the product label for tracing purposes, along with photographic evidence of the issue. In certain cases, we may arrange a collection of the product. Our team will respond promptly to your complaint and work to resolve the issue as quickly as possible. Your statutory rights remain unaffected. 8. Cancellation & Amendments Due to the perishable nature of our products, cancellations or amendments to your order cannot be accepted within 48 hours of the scheduled delivery. During peak periods, such as Christmas, this window may be extended, and any changes will be reflected in our terms. If you need to amend your order before it has been processed, please contact our customer service team, and we will do our best to accommodate your request. However, once the order has entered the processing stage, no changes or cancellations can be made. 9. HG Rewards Programme Our HG Rewards programme offers customers the opportunity to earn points with every purchase, which can be redeemed for discounts on future orders. Customers can earn: 250 points for account creation 500 points on their birthday 50 points for following us on Instagram 150 points for signing up to our newsletter Every 500 points earned is equivalent to a £5 discount on future purchases. For more information on how to earn and redeem points, please refer to our HG Rewards page. 10. Data Protection For information on how we manage and protect your personal data, please refer to our data protection policy here. Christmas Terms & Conditions Delivery Schedule Local deliveries during the Christmas period will take place between 7 AM and 7 PM, Monday to Saturday, with Sunday delivery on 22nd December only. Nationwide deliveries via DPD will occur between 7 AM and 7 PM, Tuesday to Friday, with Saturday and Sunday deliveries on 21st and 22nd December only. For DPD deliveries, you will receive a notification on the day of delivery with a more precise time slot. Orders for collection from our Barons Court shop can be picked up during the store’s Christmas opening hours. Delivery Fees During our peak Christmas days (Friday 20th to Monday 23rd December), a flat-rate delivery fee of £12.50 will apply to all orders, regardless of order value. Outside this period, our standard delivery charges apply: £8.50 for orders under £70, with free delivery for orders over £70. Store collections remain free, with a minimum order value of £15. These charges apply specifically during the Christmas period, and standard delivery charges will resume after this period. Delivery Date You must choose a delivery or collection date to proceed with checkout. Cancelling or Amending Orders For orders placed up until 12th December, cancellations or amendments require 72 hours’ notice. After 12th December, we require at least 5 days' notice for cancellations or amendments to accommodate our suppliers and ensure operational efficiency during peak season. Any cancellations made within 5 days of the delivery date will not be eligible for a refund. To amend your order, please contact our customer service team. Additional items must be paid for via a separate invoice, which will be sent to you by email. Please ensure all amendments and payments are made at least 72 hours before the scheduled delivery date. Company Information HG Walter Ltd is a company registered in England and Wales. Our registered company number is 07632944 and our registered office is located Unit 737, Tudor Estate, NW10 7UN.