Terms and Conditions
Note: Online Ordering is for UK Mainland Customers Only
Ordering and Payment
Business Customers - We operate a strict 14 day account policy. New clients may be asked make a full or part payment prior to delivery. We accept payment by Bank Transfer, Cheque or Credit/Debit Cards. All Credit and Debit Card payments are processed by Paypal (www.paypal.co.uk).
Please contact our Accounts Department for further details.
Residential Customers - We accept payment by all major Credit/Debit Cards and through our Paypal account. Full payment must be received prior to an order being dispatched. The majority of our Meat Hampers and pre-portioned products can be ordered online or alternatively all of our products can be ordered via email to sales@osgrow.com or by telephoning our sales team on 0844 745 1408. If your order is placed by telephone we will process your payment by credit / debit card over the phone and email you a copy of your order as confirmtation. If your order is placed by email we will contact you to obtain payment prior to dispatching your order. Alternatively, by prior arrangement you can send a cheque to our accounts department (Note: Your order will not be dispatch until your cheque has cleared). All Credit and Debit Card payments are processed by Paypal (www.paypal.co.uk).
Online Ordering via our Websites (Osgrow.com & OsgrowOnline.co.uk)
All transactions are processed via PayPal's secure site. Once payment has been made PayPal will email you a receipt for your transaction. We will then email you a copy of your Osgrow receipt within 3 working days of placing your order.
If you have any special instructions or further information which may be of use to us please enter this in the 'Optional Instructions' box during the payment process. If you have any queries please contact us prior to ordering during office hours on 0844 745 1408 or email us at sales@osgrow.com and we will call you back.
All Pre-Portioned Products are +/- weights quoted and may be supplied fresh or frozen
Leather Specific Terms and Conditions (additional)
As all our leather products are hand crafted to order, once we have confirmed the estimated delivery time, cost of the product and delivery charge (if applicable) you will need to make full payment prior to us placing your order. You will also need to send us an email detailing your name, delivery address, contact number, and confirming the product details that you wish to order. Please ensure that the product you order is definitely the item you expect to receive. It is the customers responcibility to ask for any additional information regarding the specification of the item to confirm it will be as expected. Osgrow leather products are special order items and cannot be cancelled once ordered. If the item subsequently turns out to be wrong then it will not be returnable. Once ordered the product cannot be cancelled even if the lead time is longer than expected. As all Osgrow leather products are hand crafted to order delivery times can vary. By ordering an Osgrow leather product you are opting out of the UK distance selling regulations. If you have any queries please contact us prior to ordering during office hours on 0844 745 1408 or email us at sales@osgrow.com and we will call you back.
Delivery Policy
Osgrow food products are distributed nationally chilled or frozen from our purpose built packing facility in Bristol.
Delivery Information - PLEASE READ CAREFULLY
- We will contact via email or phone once payment has been received to confirm a delivery date. Deliveries are normally completed within 3 working days of receipt of payment but may vary slightly depneding on product availibility. For trade customers with accounts, delivery will be arranged at the time of placing your order.
- Our products are temperature sentistive and are hand packed in polystyrene boxes to preserve the contents.
- Our delivery days are Tuesday to Friday during the day. By prior arrangement we may be able to deliver on alternative days or at specified times, however there may be an additional charge for special requirements. If this is the case please contact our sales team on 0117 973 0300 to arrange.
- All our products are delivered by national courier throughout the UK Mainland only. NB/. Online purchases for delivery outside the UK Mainland will not be fulfilled. Orders of this type MUST be placed by phoning our sales team on +44 (0) 117 973 0300.
- All products require a signature as proof of delivery.
- Once a delivery has been scheduled you will be required to give us 48 hours notice prior to delivery if you wish to change the date or address. It is the purchasers responsibility to ensure sufficient arrangements are made to accept delivery on the notified day. If nobody is available to sign for the goods or if the courier is unable to contact you by phone (should additional directions be required) we will fail the delivery and attempt to rearrange for an alternative day. Osgrow products are perishable, we will accept no responsibility for spoilt goods due to failed deliveries of this nature.
- In the unlikely event of damage or a delivery error you must report the issue to us by telephone on 0844 745 1408 on the next working day by 10am. Osgrow reserve the right to inspect all products of this nature.
- Please ask for further details if required when you place your order.
Return / Refund / Cancellation Policy
Cancellation Policy
Osgrow will happily cancel any order and refund the purchase amount up to the point your product is picked ready for dispatch. NOTE: Any product that has been specially ordered cannot be cancelled at any point.
Return / Refund Policy
For perishable products Osgrow are unable to offer a refund or exchange once your order has been dispatched.
For special order items Osgrow are unable to offer a refund or exchange once your order has been placed.
In the event that the product is not as described at the point of ordering and notification is received with in 5 working days of delivery, Osgrow will offer an exchange of the item if returned in the original packaging. If this is not possible please telephone 0844 745 1408 to for assistance. It is the customers responsibility to clarify any additional specification required outside of the information published on the Osgrow websites.
Privacy Policy
Osgrow is committed to ensuring the privacy of your information.
We have set out below details of the information we will collect about you through our website (www.osgrow.com), by telephone, post and email and how we ensure the security of your information as well as how we will use your information.
What personal information do we collect?
We only collect personal information that is knowingly and voluntarily given. Generally, this occurs when you place an order, telephone, email or write to us.
Cookies
A cookie is a small file that a web server places on your computer's hard drive. Most browsers are initially set to accept cookies. If you'd prefer, you can set yours to reject them, but you may not be able to take full advantage of our site. We use a tracking solutions company to accumulate and report statistics about your visit to our website, such as which pages you've viewed. This information is used to improve the Osgrow website and is not used for any other purposes. Our cookies do not contain or transfer any personally identifiable information about you.
How we store your personal information
Sending personal information via our website or email is done so at your own risk, we cannot guarantee the security of information sent in this way. Once we have received your information we follow strict procedures in the storage and disclosure of information to prevent unauthorised access or improper use. Our procedures mean that we may occasionally request proof of identity before we are able to disclose sensitive information to you. We have a strict internal policy, which members of staff must comply with as a condition of employment and no unauthorised external access to the system is permitted.
How we use your personal information
It is Osgrow policy not to disclose any personal information to any third party companies or for market research purposes. Osgrow does not resell or share your information to any third parties. We will however share only the information required to fulfil your order with our third party courier for delivery purposes and payment information for the sole purpose of processing your payment with Paypal and / or our bank. Osgrow may from time to time use information provided by yourselves to keep you informed of special offers and services.
Policy changes
Any changes to this policy will be published here.
If you require further information about the privacy of your information, or how we use your information, please contact us at Osgrow, Valley Business Park, Chew Road, Winford, Bristol, BS40 8HB
Gift Vouchers
For full details on Osgrow Gift Vouchers including purchasing and terms and conditions click here.
Account Settlements
If you have an account or invoice / statement you wish to settle by Credit/Debit card or PayPal account please click here.
Customer Service Information
Osgrow is the trading name of Osgrow (UK) Ltd.
Osgrow (UK) Ltd
Valley Business Park
Chew Road
Winford
Bristol
BS40 8HB
Telephone: 0117 973 0300
