Delivery & Returns Policy
At Caviar Julian, every order is carefully prepared and packed to ensure your caviar arrives in excellent condition.
As caviar is a highly perishable product, our delivery schedule has been designed to minimise the time your order spends in transit.
Delivery
We currently deliver throughout mainland United Kingdom.
Orders are dispatched in insulated packaging with chilled gel packs to maintain the correct temperature during transit.
All deliveries require a signature upon receipt.
If you are purchasing a gift, please ensure that someone will be available at the delivery address to accept the parcel.
Dispatch Schedule
To ensure fresh products arrive in the best possible condition, we dispatch perishable orders according to the following timetable:
- Orders received before 1.00 pm, Monday to Thursday, will normally be dispatched the same day.
- Orders received after 1.00 pm will normally be dispatched on the next working day.
- Perishable products are dispatched Monday to Thursday only
- Orders placed after 1.00 pm on Thursday or at any time on Friday, Saturday, or Sunday,
- will normally be dispatched on the following Monday for delivery on Tuesday.
- We do not dispatch perishable products on Fridays to avoid parcels remaining within
- courier networks over the weekend.
Dispatch times may occasionally vary during public holidays or periods of exceptionally high demand.
Estimated delivery dates are provided in good faith but cannot be guaranteed.
Delivery Charges
Delivery charges are calculated during checkout and will be displayed before payment is taken.
From time to time, Caviar Julian may offer free delivery promotions, which will be clearly stated on the website.
Receiving Your Order
Please inspect your order as soon as it arrives.
Caviar should be refrigerated immediately after delivery.
If the outer packaging appears damaged, or you believe the parcel has been mishandled during transit, please contact us as soon as possible.
Where possible, please retain the packaging and provide photographs to help us investigate with our delivery partner.
Failed Deliveries
It is the customer’s responsibility to provide a complete and accurate delivery address, including a contact telephone number where requested.
If a delivery cannot be completed because:
- the address supplied is incorrect;
- nobody is available to accept delivery where a signature is required; or
- the courier is unable to gain access to the property,
Caviar Julian cannot accept responsibility for any deterioration in the condition of perishable products or for the cost of replacement.
Additional delivery charges may apply where redelivery is requested.
Returns
Because caviar is a perishable food product, it is exempt from the standard cancellation rights under the Consumer Contracts Regulations 2013. We are therefore unable to accept returns of correctly supplied perishable products simply because you have changed your mind. Damaged, Incorrect or Faulty Order
If your order:
- arrives damaged;
- contains the wrong products;
- is incomplete; or
- is not of satisfactory quality,
- please notify us within 24 hours of delivery by emailing [email address]
Please include:
- your order number;
- a description of the issue; and
- photographs of the product, packaging, and delivery label where possible.
Once we have reviewed the information, we will, where appropriate:
- replace the affected product;
- issue a partial refund; or
- issue a full refund.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
Cancellations
Orders may be cancelled before they have been prepared for dispatch. Once an order containing perishable products has been prepared or dispatched, it cannot normally be cancelled. If you need to amend or cancel an order, please contact us as soon as possible.
Contact Us
If you have any questions regarding delivery or returns, please contact:
Email: julian@caviarjulian.com
Telephone: tbc
We will always do our best to resolve any issue promptly and fairly.