Terms of service

Last updated: 1 October 2026

1. About us

This website is run by Heritage Groceries, a trading name of EarlySpoon Ltd, registered in England and Wales (company number 17269146). Registered office: 78 Whitecliff, Ebbsfleet Valley, Swanscombe, England, DA10 1GY. You can contact us at support@heritagegroceries.co.uk or on +44 7404 673759.

These terms, together with our Shipping policy, Refund policy and Privacy policy, apply to every order you place with us. Please read them before you order. If there is a conflict, the Shipping and Refund policies take priority for delivery and returns.

2. Who can order

  • You must be 18 or over to place an order.
  • We sell to consumers for personal and household use. Please contact us before placing trade, catering or bulk orders.
  • We deliver to England and Wales only. Some products are available for local delivery and collection only, and this is marked on the product page.

3. Our products

We sell packaged food made by other brands. We take care to describe each product accurately, but please note:

  • Photos and packaging. Product images are for illustration. Brands change their packaging, pack designs and recipes from time to time, and it can take us a while to update our photos and product pages. The pack you receive may look different from the picture.
  • Ingredients and allergens. We show ingredient and allergen information on our product pages, copied from the pack. The information printed on the pack you receive is always the most up to date and is the one to rely on. Please read it before use, especially if you or anyone you are buying for has an allergy or intolerance. Many of our products are made in facilities that also handle common allergens such as gluten, peanuts, tree nuts, sesame, milk and soya.
  • Clean label. Products in our Clean label collection come from brands chosen against a clear set of principles: no refined sugar, and no artificial colours, flavours or preservatives. Our heritage and everyday ranges are not held to this standard and we don't describe them as clean label.
  • Natural variation. Grains, snacks and other natural foods can vary slightly in colour, size and appearance from batch to batch.
  • Health information. Nutrition and usage notes on our pages are general information, not medical or dietary advice.

4. Best-before dates

We rotate our stock and aim to send products with a reasonable amount of shelf life left. If anything arrives past its best-before date, it counts as faulty and we will replace or refund it under our Refund policy.

5. Prices

  • All prices are in pounds sterling. The price you pay is the price shown when you place your order.
  • Delivery charges are shown at checkout before you pay.
  • We check our prices carefully, but mistakes can happen. If we find an error in the price of something you have ordered, we will contact you. If the correct price is lower, we will charge the lower price. If it is higher, you can choose to pay the correct price or cancel that item for a full refund. If the error is obvious and unmistakable, we may cancel the affected item and refund you, even after you have received an order confirmation.

6. Bundles

Our bundles are sets of products that customers often buy together, offered so you can add the full set in one go. Unless a bundle says otherwise, it is priced at the total of the individual products and is not a discount. Where a bundle lets you choose a flavour or variety, we will send the one you selected.

7. Placing an order

  • When you place an order, you will receive an email acknowledging it. Your order is accepted, and a contract formed, when we dispatch it or tell you it is ready for collection.
  • We may decline an order, for example where an item is unavailable, there is a pricing error, or we cannot deliver to your address. If we do, we will tell you and refund anything you have paid.
  • We may limit the quantity of any product per order, for example on large bags of rice and atta.

8. Availability and substitutions

Stock levels on our website are kept as up to date as we can, but an item can occasionally sell out after you order. If that happens, we will contact you. We will not substitute a different product without your agreement. Any item we cannot supply will be refunded.

9. Delivery and collection

Delivery areas, charges, timings and collection arrangements are set out in our Shipping policy. Responsibility for your order passes to you once it has been delivered to the address you gave us (or left with a neighbour or in a safe place at your request), or when you collect it.

10. Cancellations, returns and refunds

How to cancel an order, return items and get a refund is set out in our Refund policy. Nothing in these terms affects your statutory rights as a consumer.

11. Discount codes and promotions

Discount codes and promotions have their own terms, which we will show when we offer them. Unless stated otherwise, only one discount code can be used per order, and codes have no cash value. We may withdraw a code, cancel a discount, or limit orders where a promotion appears to have been misused, for example repeated first-order or referral discounts placed from the same account, address or payment card.

12. Our responsibility to you

  • If we break these terms or are negligent, we are responsible for loss or damage you suffer that is a foreseeable result of that. We are not responsible for loss or damage that is not foreseeable.
  • We supply products for personal and household use only and are not responsible for any loss of profit or business.
  • We do not exclude or limit our liability where it would be unlawful to do so, including for death or personal injury caused by our negligence, for fraud, or for breach of your legal rights in relation to the products.

13. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, such as severe weather, carrier disruption, or supplier shortages. If this happens, we will tell you as soon as we can and do what we reasonably can to limit the delay. If your order is significantly delayed, you can cancel it for a full refund of anything not yet delivered.

14. Using our website

The content on this website, including our text, product descriptions and our own photographs, belongs to us or is used with permission. Brand names and logos belong to their owners. Please don't copy our content for commercial use without our permission. If you send us reviews, suggestions or other feedback, you allow us to use it to run and improve our shop.

15. Your personal information

We use your personal information as described in our Privacy policy, in line with UK GDPR and the Data Protection Act 2018.

16. Complaints

If you're unhappy with anything, please email support@heritagegroceries.co.uk with your order number. We'll acknowledge your complaint within 2 working days and aim to resolve it within 5 working days. If it's about a missing, damaged or wrong item, a photo helps us put it right faster.

17. Changes to these terms

We may update these terms from time to time. The version on this page when you place your order is the one that applies to that order.

18. Law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction over any dispute.

19. Contact

Questions about these terms? Email support@heritagegroceries.co.uk, and we'll help.