Return Policy

The quickest and easiest way is to return an unwanted items at the time of delivery or at the collection point.

Our delivery team will advise of any items that were unavailable at the time of delivery. They will be happy to wait and allow you to check your order and be ready to return what you don’t want. If you hand your unwanted items back to our delivery or collection colleagues, they will arrange for your refund to be processed.

If it’s within 3 days of your order being delivered or collected, please complete the Customer Returns Form, providing details and why you are unhappy with the product and along with pictures.

Customers have the right to return non-perishable goods within 14 days of receipt of delivery. The goods must then be returned within 14 days of notifying us of your wish to return the goods.

The goods should be returned in the same condition (or reasonable) as when they were delivered or opened (unless there is a fault with the product).

We will offer a refund or exchange for all goods if they’re faulty i.e.

  • Unwanted i.e. you did not order the item.
  • Missing (orders should be checked on delivery)
  • Short in their ‘use by’ date (within 24 hours of delivery only)
  • Damaged

We are unable to offer a refund if you:

  • Are not the person who bought the item.
  • there is no proof of purchase (bank statement or receipt is acceptable).
  • knew the item was faulty when they bought it (and this was made clear to you).
  • damaged the item by trying to repair yourselves or getting someone else to do it.

Please return all good by completing the Customer Returns Form which can be found at Your account.

We will endeavour to process any refund as soon as possible but should be no more than 7-10 working days for credit/debit card transactions (once the goods have been returned).

Online customers will be entitled to a refund of their delivery charge when advised within 7 days of receipt of goods, if the whole order is returned.

There is no compensation for charges incurred by the customers when returning items.

Grocery Products

46. Please read these product terms and conditions carefully as they affect your rights and liabilities under the law and set out the terms under which (LSL) makes the products available to you (“Product Terms”).

47. If for any reason beyond our reasonable control, we are unable to supply a particular item, we will not be liable to you. When an item you have ordered is unavailable, we will attempt to deliver a suitable substitute, unless you have asked us not to.

48. To ensure availability of all our products customers may be limited to a maximum number of items.

49. Please note that the prices on our website are guide prices only. The actual price you pay will be the price charged in-store at the time your order is picked for delivery. The actual order value cannot be determined until the day of delivery because the prices stated on the website may vary either above or below the prices in-store on the day your order is picked and delivered.

50. When your order is delivered you may return any item and receive a full refund if you are unhappy with the price charged.

51. All prices are expressed inclusive of any VAT payable unless otherwise stated. The price of the items does not include the delivery charge which will be charged at the rate specified when you place your order.

52. The minimum basket value is £40 for home delivery and for Click+Collect*.

53. If the value of the products in your basket when you confirm your order is less than the minimum basket value, then we will add a £4 charge to your order. We will add the charge to your total at the checkout page, before you pay. If you go back and change your order, so that the value of your order is greater than the minimum basket value, we will remove the charge.

54. Unfortunately, we can’t combine separate orders once we have processed them, so please make sure you make any changes to increase the value of your basket before you confirm your order.

55. If we apply a charge to your shop, and we give you a refund for your entire shop, we will also refund the charge. However, we will not refund the charge if only some of the items in your shop are refunded.

56. *From 18-24 December 2020, the minimum basket value for all Click+Collect will be £40 due to high demand during peak times.

57. Delivery will be made to the address specified by you when you place your order.

58. We will deliver your order to the main entrance of the delivery address. At your request, our driver may carry your order into the delivery address, for example, to a particular floor in an apartment block or into your kitchen but only if:

58.1 The driver has your permission and

58.2 Our driver believes that it is safe and practical to do as you request.

59. We always reserve the right to deliver only to the main entrance of the delivery address.

60. For deliveries to customers at a business address, we can deliver to the ground floor communal entrance of your business, but unfortunately, we are not able to come to your desk. If your business has a shared ground floor reception, this is where we will deliver your shopping.

61. Please note that we deliver goods only to specified regions within the Scotland. To check that the online Grocery service delivers to your area, please enter your postcode on the website popup.

62. Hampers can be posted to alternative addresses through-out the UK, subject to additional charges.

63. Delivery times will be agreed with you at the time of placing your order.

64. All goods must be signed for on delivery by an adult aged 18 years or over.

65. (LSL) follows a “Think 25” policy when delivering age-restricted items, so if the person receiving the goods looks under 25, proof of age will be requested. If proof is not available and there is no-one of that age at the address when delivery is being made, the goods will be retained by the driver. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and you will need to contact our Customer Services to re-arrange delivery: info@longspoonlarder.co.uk

66. In these circumstances, if we have to return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.

67. Whilst we make every effort to deliver all your goods in the agreed time, we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.

68. Delivery and Collection order items will not be packed in our eco paper bags. For certain products, such as packaged raw meat, we’ll need to use eco cooling bags. You can hand these back to the driver or in-store to be recycled. Our aim is to reduce unnecessary packaging, so we will pack your items in order to maintain the integrity of your shop, whilst trying to minimise unnecessary packaging. This means some items will arrive in smaller bags or no bags.

69. If you choose to collect your order from in-store, the date and time slot for collection will be agreed with you when you place your order.

70. We may be able to provide some flexibility around collection times, but this is not guaranteed. Please speak with the member of our staff at the dedicated collection point who will be able to assist you, or contact us using details on the website.

71. Please bring your order number and the credit card you used to pay for your order (we will not be able give you your order unless you produce an appropriate form of I.D.)

72. We’d like you to be happy with everything you purchase from (LSL). Please see our Returns and Refunds Policy for details of how to obtain a replacement or refund. Our refund policy is in addition to and does not affect any of your legal rights. The simplest ways to return your items are set out in the policy but you can also tell us you’ve changed your mind by completing and returning this cancellation form.

73. If you have any complaints about an online purchase, please get in touch and we will do our best to help. If you are still not happy, the European Commission has set up an online service to resolve disputes about online transactions. Please visit the Online Dispute Resolution website.

74. You can cancel or change any of your current orders up until the amendment cut-off point specified in your order confirmation. You can make changes to your order by going to ‘My account’ and selecting ‘Grocery orders’, ‘Cancel this order’. Or click on the link ‘My orders’ in the top right corner of the grocery site and select ‘Cancel this order’. Alternatively, you can call our Customer Services on 07540455825 (local rate from mobiles). Please note that orders cannot be cancelled by email.

75. We accept the following payment methods: Visa, Mastercard, American Express, Maestro, Visa Debit, (LSL) Bank credit and debit cards.

76. Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access or disclosure. Authority for payment must be given at the time of placing your order.

77. In order to help us validate your payment card, a pre-authorisation amount of £2 is reserved from your account automatically when you check out. Upon validation of this amount, checkout can continue. On the day of delivery, full authorisation takes place whereby the total amount is requested from your bank and the £2 pre-authorisation request is removed.

78. If you cancel your order, the pre-authorisation reserve will be removed from your account within a few working days.

79. Please ensure that the expiry date of your payment card is after the anticipated despatch date of your order. Payment is taken at the point of despatch for goods and in the event that the payment card has expired we will be unable to take payment and fulfil your order.

4.1.1. These Product Terms shall be governed by and construed in accordance with the laws of Scotland and any disputes will be decided only by the Scottish courts.

4.1.2. If any of these Product Terms is held by any court of competent authority to be unlawful, invalid or unenforceable, in whole or in part, this will not affect the validity of the remaining Product Terms which will continue to be valid and enforceable to the fullest extent permitted by law.

80. It is our responsibility to supply you with goods that meet your consumer rights and comply with this contract. If you have any concerns that we have not met our legal obligations, please contact us.

81. If you have an order query, please e-mail us at info@longspoonlarder.co.uk.