The Small Print

Basically, if you're happy we're happy

But these are the things we need a little chat about.

TERMS & CONDITIONS

By placing an order on this site you are agreeing to these terms and conditions. Please read them carefully.

General

These terms and conditions are governed by the Laws of England.

Our guarantee

We aim to supply pies of the highest standard. If you are not happy with the quality of our pies, we will either refund you the full product price or provide replacement goods.

Products

Products made in the kitchens of Bray’s Cottage Pork Pies are made by hand and accordingly there will be minor variations in appearance. All illustrations displayed on Bray’s Cottage Pork Pies website or distributed by email, brochure or in any other way are for guidance purposes only.

Allergens

Product ingredients include allergens: gluten, mustard (Piccalilli pies only), soya (Medium pies only. Please call our customer helpline at the number given below if you wish to enquire about product ingredients before ordering.

Address Errors

Entering the correct address, email and telephone contact numbers at checkout is the customer’s responsibility. In the event of non-delivery (or a communication error) because of a mistake in any of the above we will not be able to offer a refund. If you do realise a mistake has been made please telephone us before the order is due for dispatch. We will do our best to help.

Delivery 

We deliver to the mainland United Kingdom (England, Wales and most of Scotland (see below))

Our packaging uses a temperature-controlled system that ensures that its contents are kept below 5oC for 24 hours, and our deliveries are sent on overnight 24-hour courier services.

We'd love to deliver to everyone, everywhere but sadly our couriers have different ideas.

So, we do not deliver to the Isles of Scilly, the Channel Islands, the Isle Of Man, Northern Ireland, the Republic of Ireland, and the following Scottish postcodes in the Highlands and Islands:

AB 30-31, 33-38, 41-45, 51-56, 63 

DD 8-10  

FK 8 3, 17-21

HS 1-9

IV 1-39, 40-56, 63

KA 27-28

KW 1-3, 5-18

PA 20-62, 78, 80

PH 10-11, 13-14,17-26, 30-50

TD 15 2

TR21-25

ZE1

We do not currently deliver to other countries outside the United Kingdom.

When placing an order, customers are asked to provide Special Delivery Instructions for the courier. These instructions will tell the courier where to place the delivery should the customer not be available to accept the delivery in person. If these instructions are provided, and our courier cannot obtain a signature to confirm the delivery of the order, the delivery will be left at the customer's own risk, and we accept no liability for its loss or damage.

If Special Delivery Instructions are not provided, the courier may take the delivery back to the delivery depot.  In this instance, the courier will leave a calling card, asking the customer to contact the delivery depot to re-arrange delivery. It is the customer's responsibility to re-arrange delivery. 

Please note: by not providing special delivery instructions, you are confirming that someone will be present to accept and sign for your delivery, at the delivery address provided.

We cannot accept returns or issue refunds for products that the courier has been unable to deliver. It is the customer's responsibility to ensure that they are available to accept delivery of their order on the chosen delivery date.  If the order is being sent as a gift, we strongly recommend that the recipient is made aware of the expected delivery.

National deliveries via courier will be made between the hours of 8.00am and 5.00pm, Tuesday to Friday. Saturday delivery will be charged a surcharge. Our delivery service is not available on Sundays, Mondays, UK public holidays or for two days after a public holiday. However, this may be subject to change during busy periods and peak season.

Non-Delivery Claims

In the event of an order failing to arrive when expected, customers should contact us by telephone within 24 hours of the expected delivery.  The issue will be investigated immediately and the customer will be informed of the situation.

Returned Goods

Because of their perishable nature, pies and any other goods ordered are non-returnable. This does not affect your statutory rights.

Unfulfilled Orders

In the unlikely event that we are unable to meet an order, we will contact the customer by telephone or by email as soon as possible.  A full refund will be issued. If we are unable to meet part of an order, we will contact the customer as soon as possible - the customer will be offered a substitute product to the same value, or alternatively, the customer can accept a full refund

Cancellation

We regret that due to the very short timescale involved in processing fresh foods, orders cannot be cancelled after three working days before delivery date, or, in the case of Wedding Pies, after ten working days before delivery date.

 Payment

Your order will be charged to your card when the order is placed. Our card payment site (Stripe) uses SSL (Secure Socket Layer) for security. This encrypts information on input. We do not see your credit 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, we will NOT keep any record of them unless you expressly ask us to do so for your own convenience.

 Privacy

All personal information we collect is collected lawfully, within the terms of the Data Protection Act 1998. Via your order we collect your name, email address, billing address and delivery address. We require this data to deal with your order and we keep it. We do not collect credit card numbers.

Use of cookies

When you visit our site we place tracking cookies on your PC. These help us optimize our website. We also place cookies which keep track of your purchases and login credentials. If you disable cookies, you will not be able to use our shopping system.

Intellectual Property and Content

The copyright and other intellectual property rights in all content and material on this website are owned by Perfect Pie Ltd., unless otherwise stated or indicated. All rights are reserved.  

 Guarantee of Satisfaction

We sincerely hope that you never have cause to complain about our service or products. However, if you do, please call or email as below within 24 hours of receipt. We will try to acknowledge your complaint within 1 working day, and say how we propose to resolve it to the customer's satisfaction within 7 working days.

All complaints will be dealt with personally and immediately by a senior member of the Bray’s Cottage team.

Customer support

You may call us on 01263 712958 at any time. This number will be manned Monday to Friday 9-5 and will otherwise accept a message. We aim to respond to all calls within 24 hours except at weekends / public holidays.

Alternatively you may email us at info@perfectpie.co.uk

Company details

Bray’s Cottage Pork Pies is the trading name of Perfect Pie Ltd, registered in England and Wales number 06114733.  Office: 3 Bayfield Brecks, Holt, Norfolk, NR25 7DZ.