Terms & Conditions
PLEASE READ OUR TERMS & CONDITIONS CAREFULLY AS BY PURCHASING FROM HEARTFULL, YOU AGREE WITH OUR POLICIES OUTLINED BELOW.
Grazing, Artisanal Snacks & Hampers: Since our products are fresh from market and/or freshly made to order, returns of perishable goods will not accepted. If you receive an incorrect or faulty item, you must inform us within 12 hours (grazing), 24 hours (artisanal snacks) of receiving your order to receive refund/replacement. Photos of defective or incorrect items will be required.
Candles: If you aren’t satisfied or change your mind, you may return your product in its original condition for a full refund/replacement (as appropriate) within 14 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used, or damaged and the product is in a re-saleable condition.
If you receive an incorrect or faulty item, you must inform us within 24 hours of receiving your order to receive refund/replacement. Photos of defective or incorrect items will be required.
Cancellations (all products)
We offer a 1-hour grace period after booking or purchasing products. Beyond this grace period, we do not accept cancellations. If you wish to change and address, please e-mail firstname.lastname@example.org within 30 minutes of placing your order.
For larger bespoke grazing orders, a 50% refund will be offered if you cancel 2 months before the booked date. For cancellations within 2 months of an event, we can only offer a change of date providing there is availability.
Please ensure someone is in to receive the order. Our couriers will attempt delivery at the address provided, please ensure the correct address and relevant delivery instructions have been entered. If no one answers the door the following options will be followed out in this order:
The courier will always call the number provided
Delivery will then be attempted with a neighbour
Lastly, delivery will be left in a safe place if specified or the doorstep.
Fresh food cannot be sent back to HQ and Heartfull are not responsible for the product once left with neighbour or safe place. We always aim to deliver within our delivery window given however, during busier periods or when there are external factors out of our control i.e., traffic, diversions, road works etc. our deliveries may take longer.
When you enter your delivery postcode, our system automatically calculates the hand-delivery cost for your grazing box(es). Please ensure you select ‘Grazing boxes for London ONLY’ option, at check-out to avoid any delays to your grazing box(es) order. If you order other Heartfull products i.e., candles/artisanal snacks alongside your grazing box(es), these items will be sent with your grazing box order, and you will pay for grazing box delivery only.
Our hand-delivery prices from NW2:
£7 (1-3 miles): NW2, NW3, NW6, NW8, NW9, NW11, NW10, W9, W10
£8 (4 miles): N2, N6, NW1, NW4, NW5, NW12, W11, W12, WC1 (£8)
£9.50 (5 miles): N3, N19, HA9, SW5, W1, W8 (£9.50)
£10.30 (6 miles): EC1, N7, N8, N10, HA0, SW1, SW3, SW7, WC2, W2, W3, W14
£11.30 (7 miles): EC4, HA8, N1, N4, N5, N12, NW7, W3, W6
£12.70 (8 miles): E8, E9, EC2, EC3, HA1, HA7, N11, N22, SE1, SE11, SE17, SW4, SW6, SW8, SW10, SW11, W4, W5, W13
£14.10 (9 miles): E1, E2, E5, E9, HA2, HA3, N13, N14, N15, N16, N20, SE5, SW2, SW9, SW21 UB6, W7
£15.50 (10 miles): HA5, N18, N21, SE14, SE15, SE16, SE17 SE22, SW12, SW13, SW14, SW15, UB1
Deliveries are made within 10-6pm however, no delivery window can be offered, at present.
We currently deliver to the following postcodes:
E: E1, E2, E5, E8, E9
EC: EC1, EC2, EC3 & EC4
HA: HA0, HA1, HA2, HA3, HA5, HA7, HA8 & HA9
N: N1, N2, N3, N4, N5, N6, N7, N8, N10, N11, N12, N13, N14, N15, N16, N18, N19, N20, N21 & N22
NW: NW1, NW2, NW2, NW3, NW4, NW5, NW6, NW7, NW8, NW9, NW10, NW11 & NW12
SE: SE1, SE5, SE11, SE14, SE15, SE16, SE17, SE18, SE22
SW: SW1, SW2, SW3, SW4, SW5, SW6, SW7, SW8, SW9, SW10, SW11, SW12, SW13, SW14, SW15
UB: UB1, UB6
W: W1, W2, W3, W4, W5, W6, W7, W8, W9, W10, W11, W12, W13, W14
WC: WC1 & WC2
We do not currently deliver to the following postcodes:
E: E3, E4, E6, E7, E10, E11, E12, E13, E14, E15, E16, E17, E18 & E19
HA: HA4 HA6
SE: SE2, SE3, SE4, SE6, SE7, SE8, SE9, SE10, SE12, SE13, SE18, SE19, SE20, SE21
SW: SW16, SW18, SW19, SW20
UB: UB2, UB3, UB4, UB5
If you'd really like a grazing box and we don’t currently offer delivery to your area, drop us an e-mail at email@example.com & we will see what we can do! For larger orders/event requests we travel further. Please e-mail firstname.lastname@example.org to enquire.
CANDLES, ARTISANAL SNACKS & HAMPERS
These products are sent using a nationwide courier service, you will receive a delivery window for these orders. If you order these products alongside your grazing box(es), these will items will be hand-delivered with your grazing box order, and you will pay the local hand-delivery fee only. Please refer to price of delivery for pricing.
We source our fresh and seasonal produce weekly, therefore there may be slight variations in our menu week to week. If anything is unavailable due to supplier issues or seasonal unavailability, we will always use an alternative or use more of another product to compensate. Please refer to our menus as a guide to what you can expect to find in our grazing boxes.
When you receive your grazing box, please keep refrigerated and consume within 2 days. It is the client’s responsibility to ensure products are refrigerated upon receipt and disposed, if unrefrigerated for more than 4 hours, to comply with UK food standards. Heartfull will not be held responsible for any adverse reactions to our food consumed outside of these time frames.
Dietary Requirements & Allergies
Please notify of any allergies and dietary requirements at checkout, however we cannot accommodate special allergy requests due to high risk of cross-contamination. If you or your guests/clients have a severe allergy, please beware that we cannot guarantee if a product is completely free of traces of the main 14 allergens listed below:
Cereals containing gluten (including wheat, rye, barley and oats)
Sulphur dioxide and sulphites
Tree nuts (including almonds, hazelnuts, walnuts, brazil nuts, cashew nuts, pecans, pistachios and macadamia nuts)
Heartfull are not responsible for any adverse reactions to our food if we have notified of any allergies or dietary requirements during the booking process.
All of our artisanal snacks are made in-house, our full ingredients list is detailed on each listing and on the product label.
Please refer to the individual expiry and storage instructions on each product.
All of the products in our hampers are made in Britain, these are either made by Heartfull or sourced from British Artisanal suppliers. If we experience supplier issues, we will substitute for an alternative British product and if we experience stock issues with our own products, we will offer you an alternative product/increase quantity of existing product.
Charcuterie: We use an artisanal charcuterie supplier that use free range, wild and grass-fed meat. If we face a supplier issue, we will use an alternative local supplier who sources their charcuterie from farms in Italy where animal welfare and sustainability are of the highest standard. Both suppliers are small businesses that make their produce in small batches.
When you receive your hamper box, please remove the cheese from temperature controlled envelope and refrigerate.