Terms And Conditions

Hello! We’re Iberico Foods Limited (we’ll call ourselves ‘we’, ‘us’, or ‘our’ throughout this document). We’re based in Scotland at Unit 8, 9 Munro Road, Springkerse Industrial Estate, Stirling, FK7 7XQ, and our VAT number is GB916049820.

You can find us online at https://www.ibericofoods.com, or get in touch by phone (01786461111), email ([email protected]), or by post at the address above.

These terms form an agreement between us and our retail customers – that’s you, unless we’ve made a different arrangement with you specifically. By buying our products, you’re agreeing to these terms. If you don’t agree with them, please don’t place an order because we won’t be able to accept it.

Are you ordering for a business? If you’d like to become a trade customer, please get in touch with us first. We’ll set up a different agreement with you, and these retail terms (including any retail discounts or free shipping offers) won’t apply.

We might update these terms from time to time. When we do, we’ll update the ‘Last updated’ date at the top. It’s a good idea to check back occasionally to stay informed about any changes. By continuing to buy from us after we make changes, you’re agreeing to the updated terms.

We want you to know exactly what you’re buying, so we work hard to show accurate information about our products’ ingredients, nutrition, size, weight, features, colors, and specifications. While we do our best, sometimes colours might look slightly different on your screen, and we can’t guarantee everything will always be in stock. We might need to discontinue products or change prices occasionally.

All our products come with accurate labels. Please check these carefully before using any product – especially the expiry dates, allergens, ingredients, nutrition info, and cooking instructions. If you notice any differences between what’s on our website and what’s on the label, always follow the label. We’d also really appreciate it if you let us know about any differences so we can fix them.

You can order through our website anytime, or give us a call at 01786 461 111 during our customer service hours (Monday to Friday, 9:00-15.30). While we’re happy to answer questions by phone or email, please note that as a small business, we might not always be able to answer calls immediately.

When you order, you agree to pay the price shown plus any shipping fees. We’ll charge your chosen payment method when you place the order. If we spot any pricing mistakes, we may let you know and fix them, even if we’ve already taken payment.

We cannot ship orders with a value under £8, excluding shipping costs. However, there is the option to place the order for collection at our warehouse.

We might sometimes need to limit order quantities per person, household, or order, and we reserve the right to refuse orders.

You don’t have to register to order, but it’s handy if you want to save your details and see your order history. If you do register, please keep your password safe and make sure all your information is accurate and up to date. We list all prices in GBP and may change them at any time.

We take your privacy seriously – you can read our full Privacy Policy at https://ibericofoods.com/privacy-policy/. Our website is hosted in the UK, so if you’re ordering from elsewhere, your data will be processed here.

We keep records of your orders for service and legal reasons. While we regularly back up data, you’re responsible for any information you send us, and we can’t be held responsible for any lost or corrupted data.

Our cutting times are:

• Orders placed before 12:00 PM ship the same day
• Orders after 12:00 PM ship the next working day
• Delivery usually takes 1 working days AFTER shipping
• We don’t ship refrigerated foods before bank holidays or Fridays (to avoid weekend storage)
• We only ship and process orders Monday-Friday, 8:30-15:30 (not weekends)
• Although Saturday is not a working day, Royal Mail may still deliver in your area on Saturdays.

Unfortunately, we don’t have any control over the courier company operations. We can’t offer compensation for delays beyond our control or caused by delivery issues at your address (like weather problems or inaccessible properties).

For courier delays, we’ll compensate you according to our courier’s policies. If your parcel is lost or damaged, we’ll either send a replacement or give you a full refund – whichever you prefer and we can manage.

While we aim to meet delivery times, we can’t guarantee them. If you need your order by a specific date, please order well in advance. Once your parcel is with the courier, it’s out of our hands. If you need help estimating when the order will be delivered, please get in touch with us and we will be happy to help.  We pack everything carefully, but accidents can happen. If something goes wrong, just let us know – we’ll do our best to help!

Non‑Perishable Items

We always aim for smooth and timely delivery. If the courier cannot deliver because no one is available or access isn’t possible, they’ll try again and leave a card or notification so you can rearrange delivery or collect from your local depot.

If the parcel isn’t collected or redelivery isn’t arranged within 10 working days, it will be returned to us.

Once your parcel comes back to us:

Redelivery
We can resend your order. A new delivery charge will apply.

Refunds
If you’d prefer a refund, we will refund the value of the goods minus:

• the delivery cost we paid the courier (even if you originally paid £0)
• the courier’s return‑to‑sender fee (currently £10)

These are the direct charges applied to us when a parcel is not collected.

Perishable, Refrigerated & Frozen Items

These products have a very short shelf life and are not covered by the usual 14‑day cancellation rights. Please make sure someone is available to receive your parcel on the first delivery attempt.

If the courier cannot deliver because no one is available or access isn’t possible:

• No refund can be given for perishable items, as they cannot be resold
• We cannot replace or resend the same goods — a new order will be required

Mixed Orders (Perishable + Non‑Perishable Items)

If your order contains both types of products and delivery cannot be completed due to lack of collection or access:

You will receive a refund only for the non‑perishable items, minus:

• the delivery cost we paid the courier (even if you paid £0)
• the £10 return‑to‑sender fee
• the full value of all perishable items

Perishable goods cannot be refunded because they cannot be sold again.

When the Delay Is Our Responsibility

If your order is delayed or cannot be delivered due to an error by us or the courier (other than missed collection), please contact us. We will arrange:

• a full refund, or
• a replacement shipment

whichever you prefer.

If you are not satisfied with the product received, or if you need to return it to us for any other reason, and the product is unopened and not perishable, please get in touch with us within 14 days after receiving your order. We will provide you with a prepaid return label that needs to be printed out and dropped at the post. Unfortunately, we can not provide prepaid QR codes.

Once you have your labels, you need to return your product within 14 days. Once the product is back in our premises and we check that the product is in good condition, we will issue a refund for you.

If the product you want to return is openend or perishable, it can’t be returned. We will only offer you a refund if it is faulty.

You can find more information about your return rights here: Accepting returns and giving refunds: the law – GOV.UK

We hope you’ll never need this section! If there’s ever a problem, please talk to us first – we’ll do our best to sort things out. If we can’t resolve the issue, these terms are governed by Scottish law, and both parties agree to use Scottish courts for any claims. You can defend your consumer rights regarding these terms in Scotland.

Need to get in touch? Here’s where to find us:

Iberico Foods Limited
Unit 8, 9 Munro Road
Springkerse Industrial Estate
Stirling, FK7 7XQ

Phone: 01786461111
Email: [email protected]