Definitions. www.ibericafood.com ("our site") is a site operated by Iberica ltd, referred as "we", "us", "our". Customers are referred to as "you" or "your".
Changes to our terms and conditions
We reserve the right to change these Terms and Conditions at any time. Any such changes will take effect from when they are posted on our website and it is your responsibility to read the Terms and conditions on each occasion that you use our site. Your continued use of ibericafood.com or its functionality shall signify your acceptance to be bound by the latest Terms and Conditions.
These Terms and Conditions apply to all our on-line and over the phone sales. By placing an order you are agreeing to the terms and conditions set out below.
Orders containing alcohol. It is prohibited by law to sell alcohol to anyone under the age of 18. Iberica ltd will not sell alcohol to anyone under the age of 18. By placing an order with us you confirm that you are at least 18 years old, or in the case of the order containing alcohol being a gift you also confirm that the recipient is 18 or over. You also confirm that the information that you give is correct and truthful. Up on delivery, an adult over the age of 18 will be required to sign for delivery.
Prices. All prices displayed on our website are shown in pound sterling (£) and are inclusive of UK VAT at the current rate unless clearly stated otherwise. Prices published on www.ibericafood.com may change without notice. Products which are not priced are not currently available and orders placed for these products will be cancelled without notice.
Method of payment. Your order will be charged to your card when the order is placed. Our card payment partner (Stripe) uses SSL (Secure Socket Layer) for security. This encrypts information on input. We do not see your card number when you place an order on our website. If we need to call you for your card details in the event of a failed payment or we take your order by phone, we will not keep any record of them.
Order confirmation. We will send you a) an order confirmation email, b) if necessary other emails relevant to the good delivery of your order and may send you c) an order review email.
Cancellation. To cancel your order, simply complete our contact form or call us on 01273 59 02 82 during office hours up to 10am the day before delivery. If cancelling this late, please do so by phone. If you cancel your order after the goods have been shipped to you, please notify us, and do not accept receipt of the goods. On return, we will refund the order to your credit card excluding shipping costs. Refunds will be processed as soon as possible, in any case, not later than 10 days from the date on which you gave notice of your cancellation.
We reserve the right not to accept any order due to one or more of the following:
- The product is out of stock
- Payment has not being authorised
- Error in pricing or product description
- The age restrictions for orders containing alcohol are not being met.
- Technical failure of the website
Substitution. In cases of stockouts, we are entitled to substitute any item in your order with an item of the same or higher value of the same or very similar product.
Shipping & delivery
Availability. We only distribute to the UK and do not accept orders to be shipped outside the United Kingdom. As a rule, if your order is placed between Monday and Thursday before 2pm, your order will be shipped on the same day and will be received the next business day. All products offered on www.ibericafood.com are subject to availability.
No signature. If you do not answer your door at the point of delivery, your parcel will be left at your risk, assuming the delivery person considers there is a suitable place to leave it(This does not apply for orders containing alcohol as they must be signed for). If your order is returned to the depot, you will have to collect it at your own expense or wait an extra day for delivery.
Tracking your order. You will be sent the tracking number via email, which allows you to track your order and can spot any upcoming issues with the delivery. Additionally, you will be sent an email once the parcel has been delivered or left in a safe place. If you are at the delivery address and receive this but do not have the parcel you must call us immediately so that we can rectify a mis-delivery.
Non-delivery. We monitor courier deliveries via the tracking service, but we need you to take responsibility at your end. For instance, occasionally, a courier might leave a parcel in the porch of the wrong house. We cannot correct such an event unless you tell us you do not have your delivery. So, if your courier delivery is not in your hands by 3pm on the due date please contact us by telephone or via our contact form. If you cannot get through to us on the delivery date, we need you to contact us again the following morning.
Late delivery. As of September 2020, around 98% of our deliveries are made on the day you select. The others arrive a day late. Causes of delay include mis-sorts by the courier company, traffic accidents and driver errors. Unfortunately, these cannot be eliminated so by placing an order, on the rare occasion this occurs you agree to accept your delivery a day late.
Chilled products. We use dry ice and thermal packaging to keep your food products cold in transit and use extra dry ice during warm weather. If your order contains chilled or frozen products, it should stay chilled/frozen inside our packaging until the day following delivery, if not, by telephone or via our contact form.
Returns & refund policy
Returns and refunds. You cannot return perishable or opened/partly used items to us. If you wish to return other items (eg a tin of olives) for any reason other than it not being of satisfactory quality, you may do so at your own expense. We will process the refund within 10 days after we have received the product in the same condition in which you received it. In this case, we will refund the price of the product in full, excluding the shipping costs. You have a legal obligation to take reasonable care of the product whilst it is in your possession. If you fail to comply with this obligation, and/or the product when returned to us is not in the same condition as it was when sent to you, we may have a right of action against you for compensation and may withhold part of your refund. You will also be responsible for the possible risk of loss or damage to the product incurred during the transit back to us. We recommend that you send the product back to us by recorded delivery and that you have sufficient insurance to cover the value of the product returned. If the product fails to be returned to us, we cannot refund any payment made.
Guarantee. We aim to supply only high-quality products and provide an overall service of the highest quality. If you think we have failed, please contact us. We will offer a resolution within three working days.
Information about us. Registered office and main trading address - 25 Winterpick Business Park, Hurstpierpoint Rd, Henfield, BN5 9BJ.
Company registered in the UK: No. 09914782
VAT Reg No: GB 165 120 046