Most Frequently Asked Questions

RETURNS, REFUNDS AND EXCHANGES


Q: How can I return items?

A: You can return goods to us within 14 days either by taking it to any of our shops or by post.  Any costs incurred from returns will be your responsibility.  

Q: What is the returns, exchange and refunds policy?

A: If you wish to return goods, you may do so by returning them unused and unopened within 14 days of receipt for a full refund. The costs of returning goods to us shall be borne by you.

Upon receipt of the goods we will give you a full refund of the amount paid or an exchange credit as required if accompanied by a reason for return or exchange.

The rights to return the goods to us  will not apply in the following circumstances:

in the event that the product has been used to any products that we have made or customised specifically for you

to any products that by their nature have a limited lifespan, such as fresh food, Wine, Chocolates, hampers, Any products that have a seal and that the seals are broken.

These products can only be returned in accordance with your legal rights (for example, if they are not fit for purpose or not as described).

Q: How do I get my refund for online shopping orders?

A: If you paid with a credit card, debit card or paypal, you will get your refund 24 hours after we have recevied your returned item.  If you cancel your order, refund to your payment method can be expected within 48 to 72 hours

Q: How do I cancel an order?

A: An order may only be cancelled if the goods have not been despatched. If you wish to cancel an order you must notify us by email at online@valentinafinefoods.com

SHIPPING / DELIVERY/ COLLECTION


Q: Do you have free shipping? 

A: FREE SHIPPING ON ALL ORDERS OVER £50 and under 10kg.


Q: How much do you charge for shipping?

A: All orders below £50 are charged at £5.95 as long as they are under 10kg. Weight exceeding 10 kg will be charged at £0.25 per additional kilo.


Q: Do you have next day delivery?

A: All of our Fresh Food/ refrigerated items are delivered via next day delivery.  Deliveries for these items are only shipped from Mondays to Wednesdays.  Please be advised that these shipments will all require a signature to make sure that someone is present to receive perishable items to be transfered to proper temperature. 

All other ambient and dry goods are shipped 48 hours from availability.

Next day delivery can be arranged depending on product availability.

STORE INFORMATION / CUSTOMER SERVICE


Q: How do I find out the opening times and addresses of your shops?

A: Click here to select the store.


Q: How do we get in touch with your online shopping customer service?

A: The best way to reach us is by emailing online@valentinafinefoods.com. We aim to respond to your query in 24 to 48 hours during working business days


Q: Do you have a contact number for online shopping customer service?

A: The best way to reach us is by emailing online@valentinafinefoods.com. We aim to respond to your query in 24 to 48 hours during working business days


LOYALTY CARD


Q: How do I get a Loyalty Card?

A: For online shopping customers, you will be automatically registered into our loyalty program.  You will only accumulate points through online shopping and not through in-store or restaurant spend. For customers who would like to use the Loyalty card to earn points for in-store, restaurant and online purchases, please drop by one of our shops to pick up a physical card and follow this link to activate yur card.  Your card will be activated for use within an hour.

TERMS AND CONDITIONS


Q: What are the website's terms and conditions?

A: Click here to review out Termsn adn Conditions.


Q: What can and can’t I collect in store?

A: When you order from our online shop and choose store collection, customer service will email or call you to let you know what is available for pick up at your choice of store.