Rules customers see
The ordering and delivery rules the website enforces, and the returns policy — as they appear to customers.
These are the rules the customer meets while ordering. They are enforced by the website automatically. The staff-facing settings behind them live in Shop rules & limits and the admin Settings.
Ordering
- Fixed weight bands — meat is sold in set sizes (such as 500 g and 1 kg). There is no "random final weight"; the price is always exact.
- Preparation surcharges — extras like mincing show their added cost before the item is added to the basket.
- Live stock — customers can only order what is genuinely available for the chosen day. Sold-out cuts cannot be added.
Delivery and collection
- Collection is free, from the Plaistow shop, on the chosen day's slot.
- Delivery is offered within a mapped delivery area around the shop (reaching roughly 15 driving miles at its farthest edge) — checked by real routing, not a straight-line radius. Addresses outside the area are rejected at checkout.
- Free delivery over the threshold — orders above the set amount (commonly £20) qualify for free delivery; smaller delivery orders pay a fee.
- Same-day cut-off is 18:30 (London time) — order by then for a same-day slot, subject to capacity.
Slots have limited capacity
Each collection and delivery window holds a limited number of orders. When a slot is full it stops appearing as a choice. This is why a slot a customer saw earlier might no longer be available.
The 30-minute hold
At checkout, the customer's stock and slot are held for 30 minutes while they pay. If they do not finish, the hold is released and the items return to the pool. Nothing is charged for an unfinished order.
Payment
- Card payment through a secure page, or pay on collection for eligible orders.
- Pay-on-collection orders are confirmed by staff before preparation.
Returns and refunds
Fresh meat is handled a little differently from most online purchases:
- The usual 14-day "change your mind" cooling-off period does not apply to fresh meat.
- Customers are still fully protected by consumer law: meat must be of satisfactory quality and as described.
- Problems should be reported the same day or within 24 hours of collection or delivery, with a photo if possible.
- Approved refunds go back to the original payment method, typically within 5–10 working days.
- An order cancelled before cutting begins is fully refunded; after cutting, refunds are at the shop's discretion because the cut cannot be resold.
The full legal wording lives on the site's Terms, Returns and Privacy pages. This page is a plain-language summary of what customers experience.