DELIVERY & RETURNS

 

Henderson’s Relish prepares customer shipments every weekday.  We are closed at weekends, on bank holidays and public holidays.  Orders received when we are closed will be packed and posted on our next working day.

 

UK DELIVERY CHARGES

Your parcel will be delivered by Royal Mail.  The delivery times and costs depend solely on the weight of your parcel.

Under 2kg

Parcels under 2kg are sent via Royal Mail’s UK standard 48hrs tracked service.  Typically, parcels arrive within 2-3 days.  Including packaging, Henderson’s charges £3.30

Over 2kg

Parcels over 2kg are sent via Royal Mail’s UK 24hrs tracked service.  Typically, parcels arrive within 1-2 days, although delivery to remote locations may take one additional day.  Including packaging, Henderson’s charges:

2kg – 5kg: £7.50

5kg – 10kg: £12.78

10kg – 20kg: £22.68

Henderson’s is not able to guarantee a day or time of arrival for your parcel.

 

PACKAGING

We prepare each customer’s order carefully to ensure your product arrives in perfect condition.  We aim to use as little packaging as possible, and are continually seeking to improve how we can prepare orders to minimise packaging, while ensuring safe shipment.

 

INTERNATIONAL SHIPPING

International orders are capped at 2kg.  Royal Mail international postage rates apply for EU, Zone 1, Zone 2 and Zone 3 territories, and vary according to the delivered parcel weight.  Orders are sent on the International Tracked Tariff.  We cannot guarantee the date of arrival.

Orders for delivery outside the UK that exceed 2kg cannot be accepted through the online shop.  If you wish to order more than 2kg for international delivery, please contact the Henderson’s office directly who will be able to assist you with a tailored shipping option for your country.

 

MY ORDER HASN’T ARRIVED!

Unfortunately, on occasion, parcels may not arrive within the agreed timescale or could be lost completely. Under these circumstances, we will contact the delivery company and start an investigation. Unfortunately, we are unable to refund or replace a purchase until this investigation is complete. The timeframes for this are as follows:

  • Royal Mail – 10 working days

If tracking information indicates that your parcel has been delivered, but you have not received it, we will launch an investigation. We will investigate with the delivery company but, in the meantime, we kindly ask that you check your property (garden, behind bins, etc.). Please also speak with your neighbours, as we have found that delivery companies will often leave your parcel with a neighbour if you aren’t available.

It is your responsibility to raise a case with us within a reasonable length of time, typically 30 days. After 30 days, there is no possibility of the delivery company investigating and, therefore, we will be unable to replace or refund your order.

 

WHAT IF I’M NOT IN WHEN YOU DELIVER?

All UK orders are handled by Royal Mail, who will leave you a card if you aren’t in when delivery is attempted.

 

CAN YOU DELIVER TO A WORK ADDRESS?

Yes we can deliver to work addresses and multiple occupation buildings.  However, it is important that you ensure someone is available to accept the parcel on your behalf.  The courier is responsible for delivery to the address, not the named recipient.

 

RETURNS POLICY

If you are not entirely satisfied with your purchase, our returns policy allows you to send your item(s) back, having informed us within 14 days of the order date, to receive a refund for the cost of the product only.

 

HOW TO RETURN GOODS

To ensure we can process your return quickly and efficiently, please follow the below instructions:

  • Include a cover note inside the returned package detailing your name and order number 
  • Take your package to your local post office (we also suggest you ask for proof of postage).  Henderson’s does not pay for return postage.

If you have any questions on how to return your item(s), please contact the Henderson’s office.

 

REFUNDS

When we receive the item, our returns department will confirm that everything is present and in its original condition to ensure you are refunded for the amount of the goods, excluding postage.

We will process refunds as quickly as possible.  Most refunds are processed on the same day they are received. Once processed, your refund will be issued to the payment method you used to place your order.  Please note, it may take up to 14 days for the money to reach your account.

 

FAULTY ITEMS

If you experience a manufacturing fault with your item(s) within the first 30 days of ownership, you will be eligible to receive a replacement provided that you inform us within a 30 day period.

Faulty items must be returned using the same process described above. If returned by standard postage, we offer reimbursement up to this value.

 

EXCHANGES

If you wish to exchange a purchase for another item, please return your unwanted items using the same returns process as described above. Once you have been refunded, you can then order a new item(s) to replace those that are unwanted.

 

RETURNS ADDRESS

Hendersons (Sheffield) Ltd, 2a Parkway Rise, Sheffield S9 4WQ