Frequently Asked Questions

Delivery

Currently the delivery is only available to UK mainland and it costs £4.95 on orders under £30 – Standard UK delivery. Express and international deliveries not available at present.
Products get delivered within 7 working days from date of dispatch. Please note working days are Monday – Friday only. Working days will also exclude public holidays.
We use Amazon (FBA) for our fulfilment services. Products will be delivered by Amazon.
In most cases you will receive an email with a link to track your order.
Once your order has been dispatched, please allow the maximum number of working days for delivery to receive your order (7 working days), If you haven’t received your order within these timescales, you can contact our Consumer Service team either by email at customerservices@englishfoods.com or by telephone on 020 7206 2515 who will look into this further for you. Please contact us within 15 days of placing your order as we are unable to look into it further or provide reimbursement/replacements after this time.
We’re not currently able to ship orders to PO Box addresses.

Ordering

Currently all orders are taken via website only.
Once you have made payment for an order, we’re unable to amend it. If you have received your order, you can still cancel it by returning it to us for a refund. This must be done within 15 days of receiving your goods and the products must not have been opened, tampered or consumed. Our return address is English Foods, 230 High Street North, Manor Park, London, E12 6SB. We can’t accept returns of certain food items and confectionery.
Once you have made payment for an order, we are unable to change the delivery address.
In the basket stage, add the promotional code to the ‘Promotional Code’ box and click ‘Apply.’
Check the items in your basket are part of the promotional code discount and you have entered the code exactly as it looks. Double check the terms and conditions of the promotional code as it may have expired or there may be a conditional spend threshold. You can view these in our Discount Code Terms and Conditions section. It’s also worth noting that only one promotion code can be applied per order and it will not apply if you have ordered already discounted items. If you are still experiencing issues, please contact our Consumer Service team either by email at customerservices@englishfoods.com or by telephone on 020 7206 2515.
We accept payment online by PayPal, Visa, MasterCard, Amex and Maestro. We only accept payment in GBP.
It can take between 10-14 working days for stock of an item to be replenished. Some products can take a little longer to come back in stock, but to be notified as soon as stock becomes available, you can click into the product page and enter your email address into the ‘Notify me when back in stock’ box to receive an automated email as soon as it’s available.
We would advise having your order delivered to an address with someone there to accept it. If there is no one at the address to accept the order, Amazon couriers should leave a note to inform you of their attempted delivery and provide instructions to arrange redelivery or collection. You can also add delivery instructions to your order during the checkout if you would like it left with a neighbour or in a safe location.

Order Received

We’re really sorry about that – please pop an email through to our Consumer Services team at customerservices@englishfoods.com within 15 days of receiving your order giving details of the damage and some images so we can get it resolved for you as quickly as possible.
That shouldn’t have happened; please get in touch with our Consumer Services team within 15 days of receiving your order so we can get the error fixed. You can contact them by telephone on 020 72062515 or email to customerservices@englishfoods.com. If you contact us more than 15 days after receiving your order, we are unable to look into this further or provide any reimbursement for the incorrect/missing items.
We’re not currently able to exchange items, however you can certainly return them to us for a refund as long as it is within 15 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is English Foods, 230 High Street North, Manor Park, London, E12 6SB. We can’t accept returns of certain food items and confectionery.
You’re more than welcome to return your order as long as it is within 15 days of receiving your goods and the products have not been opened, tampered or consumed. Our return address is English Foods, 230 High Street North, Manor Park, London, E12 6SB. We can’t accept returns of certain food items, confectionery or sale reduced sale items due to a short best before date. To help us process the return as quickly as possible, please pop a note in with your order number and the reason for return. Please note we will not reimburse postage costs on returned items unless it was an error caused by us.

General FAQ’s

Teas and biscuits are VAT exempt therefore we are not VAT registered in the UK. If you need a receipt for your order, please register an account with us before placing the order, as they will be available to download on your account. To get the receipt simply login to your account and go to “Order History.” Click on “View Order” then “View Invoice.” This will bring up your receipt and give you the option to email it to yourself or print. If you have placed your order as a guest, please email our Consumer Services team at customerservices@englishfoods.com detailing your order number so they can send you a receipt.
Most probably not, since Amazon (FBA) delivery notes does not display prices of the products.
You can add a gift message to order by selecting the gift tick box during the checkout. You will then see a box appear with space to enter your gift message.
We don’t send any receipts or invoices to the billing address so this won’t be a problem. The billing address is simply used to verify payment during the checkout process, however if you have received your email confirmation, there’s nothing to worry about.
A PayPal refund should show in your account within a day or two. Credit/debit card refunds can take 2-3 working days to show in your account.
We do not guarantee a minimum shelf-life for our products, so this can be anything between 1 to 24 months depending on our current stock-holding. As we send out a large volume of orders daily, it is not possible for us to provide you with a best before date for a specific product as this can change throughout the day.
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