DELIVERY INFORMATION
Paella at Home Delivery
We will deliver the paella ourselves and place it onto your table.
Delivery Service
For the standard courier delivery, we use PARCELFORCE tracked 24/48-hour service (the 24/48h are a aim not a guarantee). Dispatch of your order will normally take place within 1 to 2 working days, but during our peak months in the Summer and at Christmas, this processing time extends to a minimum of 2-3 working days.
We cannot be able to guarantee levels of delivery service and timescales for delivery from our 3rd party delivery partners and are thus subject to their terms & conditions.
Delivery Notification
As with most couriers PARCELFORCE will notify you of the 2-hour time slot when your delivery is expected to arrive. This is sent as soon as they have their delivery schedules for that day, which is usually early in the morning of the delivery day. This will be sent to you via email and if you add your mobile phone number into the SMS message field on the checkout form, you will also be notified via a text message.
The text message will also allow you to change the delivery day if the delivery time is inconvenient. You can also see the expected delivery time of your parcel via the tracking panel on your account page of the website. We are unable to organise a specific delivery time, but the couriers are able to leave a parcel without a signature. To enable this, ensure you fill out the "Delivery Instructions" on the order form. Please note that leaving goods is totally at the discretion of the courier drivers and is outside our control.
We will always do our best to but once the goods have left our warehouse we are in the hands of the courier companies. Whilst their track record for deliveries is excellent, there are times where for various reasons, items don't arrive when expected. For this reason please take this into consideration if your order has to arrive by a certain day. Also please make sure that you have filled in the "Delivery Instructions" in order the goods may be left if you are not in.
Catering Size Options
Some catering size options are able to be sent via the normal courier system, whilst the larger sets ( or multiple quantities) will be sent via our pallet network or other carriers.
Packaging and Shipping Costs
All our delivery costs are based on the final shipping weight, the number of boxes, and the geographical location. We have kept the pricing in bands, which means you can normally add more items to your order (eg additional ingredients) without it affecting the delivery charge.
FROZEN DELIVERIES
We can only deliver the frozen Cooked Artisan Paella Kit to destinations where a next-day service is available. Unfortunately that means UK Mainland only and excludes certain areas of northern Scotland where only a 2-day service is available (please check with us if in doubt 07472188624).
All frozen Paella Kits will be shipped on a - Express AM - PARCELFORCE service that will deliver your parcel next day before 12 or a similar service by APC. You will need to provide a mobile number to receive all delivery notifications, if you place a order for frozen Cooked Artisan Paella Kit and do not provide a mobile number for notifications we will send you a message/email to ask for the mobile number, and if no answer is received we may decide to cancel your order.
If your order contains the frozen Cooked Artisan Paella Kit and the order is placed on a Friday, the goods will be dispatched the next available working day for next day delivery.
You must be available to take delivery on the first attempt or designate a safe place . Although you can instruct the courier to leave the package with a neighbour or in a safe place if possible, we cannot guarantee that this will happen and cannot take responsibility for spoiled goods where you have not been in to accept delivery (this are the carriers rules not ours). We cannot take responsibility for frozen items that have been delivered but left in a safe place but not kept under the correct storage temperature. We cannot take responsibility for spoiled goods, if you decide to change the date of delivery of an order that contains frozen products after you have received your shipping confirmation and the goods are in the possesion of our thrid party courier.
If you detect any damage or leakage, please still accept the box then inspect the contents and contact us if necessary. A small amount of liquid formation is normal as the ice begins to thaw. If there is genuine damage, we will not ignore your claim just because you did not reject the delivery.
Our packaging is especially designed to keep your product in perfect condition for up to 24 hours. All frozen Cooked Artisan Paella Kits are sent in Polystyrene (EPS) Boxes to insulate and maintain the temperature whilst on transit. We also use ice pads within the polystyrene boxes to maintain all foods at the correct temperature. Frozen foods will be kept at temperature for at least 24 hours during transit.
On opening the package customers should take care that the product remains cold and that the ice pad sheets remain at least partially frozen. If the Paella Kit is totally defrosted, then it should not be consumed. If this should happen, please contact us within 24 hours of receipt of your order. We cannot take responsibility for spoiled goods, if you do not inform us withing 24 hours of receipt of delivery.
We appreciate that buying food over the internet might seem strange, so at Paella Lovers we go to extra lengths to provide you with as much product information as possible. You'll find close-up photos and extended descriptions of our products as well as all the relevant specifications, like ingredients, allergens, directions for use and storage.If you have any questions about delivery, please feel free to contact us on 07472188624