Shipping policy
Where we deliver
We deliver to England and Wales only. We don't currently deliver to Scotland, Northern Ireland, the Channel Islands, the Isle of Man, BFPO addresses or outside the UK. If your address isn't covered, checkout will tell you before you pay.
UK delivery (DPD)
- Orders under £50: £4.99 tracked delivery with DPD.
- Orders of £50 or more: FREE tracked delivery with DPD.
Please allow 1–5 working days for your order to arrive. We'll email you when it has been dispatched, with your DPD tracking link.
Local delivery from Ebbsfleet (DA10)
We deliver ourselves to addresses near our base in Ebbsfleet, Kent. Checkout shows this option automatically if your address qualifies.
- Within 10 miles: £1.99, or FREE on orders of £30 or more. Minimum order £15.
- 10–20 miles: £2.99, or FREE on orders of £33 or more. Minimum order £20.
- More than 20 miles: UK delivery with DPD (above).
Local deliveries run Tuesday to Saturday, excluding bank holidays. We'll message you to arrange a delivery slot and let you know when your order is on its way.
If nobody is in when we arrive, we'll call you to arrange another time. A £3 re-delivery charge applies.
Rice, atta and other large bags are available for local delivery and collection only. They're marked on the product page.
Leaving your order with someone else
If you ask us to leave your order with a neighbour or friend, or in a safe place you choose, our driver will check that your items are left undamaged. Once they have been left as you asked, you're responsible for them. This includes any leaks or damage to rice and atta bags after our driver has left.
FREE collection
You can collect your order free of charge from Ebbsfleet (DA10). Choose Pickup at checkout and we'll email you when it's ready.
Please collect within 2 working days of that email (Saturday counts as a working day), or call us to arrange another time. If an order isn't collected and we haven't heard from you, we may cancel it and refund you, less a £3 handling charge.
Missing or damaged items
Please check your order as soon as it arrives. If anything is missing, damaged or not what you ordered, email support@heritagegroceries.co.uk within 24 hours with your order number and a photo. That lets us put it right quickly with a replacement or refund.
Cancelling an order
Changed your mind before we’ve sent your order? Email support@heritagegroceries.co.uk within 24 hours of ordering. If it hasn’t been dispatched yet, we’ll cancel it and refund you in full.
Returns
Changed your mind? You can return unopened items in their original condition within 14 days of delivery. Email support@heritagegroceries.co.uk with your order number and we'll tell you how to send them back. Return postage is paid by you unless the item is faulty or we sent the wrong item. We'll refund you within 14 days of receiving the return.
Opened food can't be returned for hygiene reasons unless it is faulty.
Faulty or incorrect items: we'll replace or refund them. Please tell us as soon as you can.
None of this affects your statutory rights.
Changes to charges
We may update delivery charges and minimum order values from time to time. The delivery charge for your order is always shown at checkout before you pay.
Questions
Email support@heritagegroceries.co.uk with your order number and we'll help.