Online Shop Terms & Conditions
We, Macknade Fine Foods Ltd, deal with you, our customer in accordance with the following terms & conditions. Please read them carefully before placing your order.
- Placing an order
- Bespoke hampers
- Delivery to you
- Right of cancellation, returns & refunds
- Gift cards
- Events
- Cancellation by us
- Prices
- Payment and security
- Events beyond our control
- The contract
- Resale
- Corporate customers
- Privacy
- Intellectual property
- Governing law
- Our liability to you
- Waiver
Our contact details for any returns or comments:
Macknade Fine Foods Ltd
Selling Road
Faversham
Kent ME13 8XF
Tel: +44 (0)1795 534497
Email: enquiries@macknade.com
Experience Macknade
Macknade is all about the experience and we are delighted to deliver that experience to your door, or to the door of any of your friends and family.
We have carefully selected some of our favourite products to share with you through our online shop. Lovingly hand-packed in our trademark attractive, sustainable packaging, you can expect the same high standard of service when you shop online, as we provide in our stores.
Our guarantee
We want you to enjoy your Macknade purchase and guarantee that everything we send out is of the highest standard & quality. If there is anything you aren’t 100% happy with, please let us know straight away and we will endeavour to resolve any issues you have.
Our environmental policy
Environmental impact is a key concern for all of us at Macknade and we have designed our product range and packaging with this in mind. We encourage you to reuse or recycle your gift box where possible. We have also chosen to include products with limited plastic packaging and have re-used packaging that has come into us to keep your order safe in transit.
What’s in the hampers?
All of the products available online have been hand-picked by our team. A great deal of love and care this and we hope that you enjoy them as much as we do!
Placing an order
You can order a range of hampers, gift boxes and larder items online. Gift cards are also available online and can be used in any of our stores or spent online. For each order you agree to provide the following:
Your full name
Your email address
Your billing address
Your telephone number
We will deal with this information in line with our privacy policy which you can view here.
Once you have placed an order with us you will receive the following communications:
1. A confirmation email within 24 hours of placing your order. You’ll find information about what you’ve ordered and what to do if you have any questions.
2. An email notifying you when your order has been dispatched. This details when you should expect to receive your order or when it is available to collect from us if you have chosen the click & collect option.
We make every effort to ensure that we meet your order requirements, but please note that hamper contents are subject to change depending on stock availability. All products will be substituted with a similar product to greater or equal value, that closely reflects the original.
Can’t order online?
You can also order by contacting us by phone or by visiting us in-store. Just tell us what day you want to collect your order and we will have it ready for you. Payment will be taken in advance of collection.
Bespoke hampers
We also offer bespoke hampers, made to order. Bespoke hampers can either be collected in-store or delivered. For bespoke enquiries, please contact us over the phone or via email and have your theme, budget and details of allergies to hand.
Delivery to you
You have two options when placing an order online with us:
1. Click and collect from one of our stores
2. National delivery within 5 working days (England, Wales & Central Scotland)
Gift cards ordered in the same transaction as other items will incur the same charge as those items ordered on their own.
If you would like to order multiple items to different addresses then please call us to discuss the details.
We will deliver the products to the shipping address you give us for delivery at the time you make your order. Please note we cannot check the validity of the address, so accuracy is key.
For all perishable items, please ensure the recipient is home on the day of delivery or notify us of a safe place to leave your orders. Because they are a perishable item, we cannot re-deliver.
Some of our hampers contain alcohol and under the 2003 Licensing Act, it is an offence to purchase or attempt to purchase alcoholic liquor if you are under the age of 18. We will not sell or deliver alcohol to anyone who is, or appears to be, under the age of 18. When placing an order for alcohol you will be asked to confirm that you are at least 18 years old and we reserve the right not to deliver if we believe this is not the case.
a) Delivery outside of the UK
We can deliver all across the globe. If you would like us to provide you with a price for this please send us details of what you wish to order and to which countries you want it/them delivered.
b) Click & Collect
If you choose the click & collect option at the checkout, you can select the specific date you wish to collect your goods.
c) Arrangements
Once we accept your order, a contract to purchase and deliver products takes effect between you and Macknade Fine Foods Ltd. Upon placing your order, you will be charged for the products and any associated delivery costs when applicable.
Right of cancellation, returns & refunds
You have the right to cancel your contract to order with us, without giving a reason, up until your order has been dispatched. Once dispatched, all goods must be returned to us in ‘saleable condition’ within 14 days for a full refund. Please note, temperature controlled food items cannot be accepted back without a full temperature log list to validate the condition of the goods.
In order to exercise the right to cancel, you must first inform us in writing. We will then reimburse you all payments received, including the cost of delivery. All returns should be sent via registered post at the returners cost. This does not affect your statutory rights.
Gift cards
Gift cards are not credit cards, charge cards or cheque guarantee cards.
Gift cards can be purchased at www.macknade.com or in-store at any of our locations. Gift cards will be sold in GBP (£ Sterling) and can be topped up in-store or over the phone.
You can add any value up to a maximum of £1000 to this gift card. The maximum you can load in a single transaction is £250 and the minimum is £5.
You can find out your remaining balance in-store at Macknade, or by giving us a call.
Gift cards can be redeemed at any of our locations or online at macknade.com.
Gift cards expire 12 months from the date of purchase, however any top up will reset the expiry period to 12 months again. Any remaining balance will be forfeited once expired.
If any item purchased with a gift card is subsequently exchanged for an item of a lower price or refunded, any money owing will be added to the remaining balance on the card.
If you do not spend the entire balance on the gift card, no change will be given. The remaining balance will be updated after each transaction and can be applied to future transactions before the expiry date.
Gift cards cannot be exchanged for cash. Macknade will not accept responsibility for lost, stolen or damaged gift cards. Protect your gift card and treat it as cash.
Multiple gift cards can be used in a single transaction. We reserve the right to refuse gift cards which we believe have been tampered with, duplicated, or otherwise affected by fraud.
Macknade may cancel the value of the gift card if we do not receive payment from the purchaser’s bank or card company. Further action will be taken where the fraudulent use of a credit card is suspected.
Events bookings
You will receive an order receipt and your tickets via email, which you should bring with you to the event as a physical printout or displayed on your mobile phone. Cancellations are only accepted if you contact us more than 48 hours before the event start time. During this period, a full refund will be issued. If you cancel less than 48 hours before the event start time, refunds will not be given. We will email you 24 hours before an event to confirm any additional details not provided at the time of booking.
Cancellation by us
We reserve the right to cancel the contract between us if:
- We have insufficient stock to deliver the products you have ordered and there are no suitable alternatives.
- We are unable to deliver to your area.
- One or more of the products you ordered was listed as an incorrect price due to a typographical error.
If this is the case, we will advise you by email and will re-credit the full amount to your card as soon as possible within 30 days of your order. If you are a corporate customer that has not paid by credit card we will make the arrangements to refund you within 30 days of your order being placed.
Prices
Our prices, as stated on our website, are in pound sterling (£) and include VAT at the appropriate rate where applicable. You will be charged in pounds sterling even if you don’t live in the UK. We reserve the right to amend prices at any time. Overseas orders may incur bank charges for international transactions. Prices and promotions in our physical stores may not apply to this website, unless otherwise stated, and vice versa. Any discount codes supplied are subject to change or termination at any time. All offers are subject to availability and may end before originally advertised.
Payment and security
When you come to pay for your products you enter into a secure area on our website. All payments are processed through Shopify, which has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry.
Payment will be taken in GB pounds (£), and if applicable, your card will be charged according to the exchange rate at that time.
We accept payment with payment methods listed on our checkout page and you must pay for the products & any applicable delivery charges in advance of delivery of the products.
By submitting an order through our website, you are confirming that the payment details provided on your order are valid and correct. If you are experiencing any difficulties making payment, please contact us over the phone.
Events beyond our control
We will not be liable or responsible for any failure to perform, or delay in performance of, any ofour obligations under a contract that is caused by events outside our reasonable control (Force Majeure Event).
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes in particular (without limitation) the following
- Strikes, lock-outs or other industrial action.
- Civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war.
- Fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster.
- Impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport.
- Impossibility of the use of public or private telecommunications networks.
- The acts, decrees, legislation, regulations or restrictions of any government.
Occasionally, parcels going overseas may be delayed or stopped at customs when enteringyour country. This is beyond our control and we cannot be responsible for parcels detained in this way.
The contract
The contract between you and us is legally binding. Your order constitutes an offer to us to buy a product. This does not affect your statutory rights. If we believe a customer acts against these terms and conditions, we reserve the right to cancel or suspend their order. This includes non-payment of ordered products and fraudulent use of our website and/or sales. We also reserve the right to bar certain email addresses and telephone numbers from accessing our website to place orders. We will not accept an order from any customer who we have suspended. Ownership of the products will only pass to you when the order has been placed and we have received full payment. A person who is not party to the contract shall not have any rights under or in connection with it.
Resale
By ordering from our website, you agree not to commercially resell any of our products. Commercially reselling our products is a breach of these terms and conditions and your agreement with us.
Corporate customers
Large corporate orders do not always need to be placed via our online shop, so please contact us using the details above to discuss your order. Credit is subject to satisfactory credit checks and we will provide you with a separate Terms & Conditions to sign.
Privacy
You acknowledge and agree to be bound by the terms of our privacy policy. Click here to view it.
Intellectual property
The content of this website is protected by copyright, trademarks, database rights and other intellectual property rights. You may not reproduce, modify, copy or distribute or use for commercial purposes any of the materials or content on this website without written permission from us, Macknade Fine Foods Ltd.
Governing law
The contract between us shall be governed by and interpreted in accordance with English law and the English courts shall have jurisdiction to resolve any disputes between us.
Our liability to you
If you return the goods to us because they are defective, or if you do not receive goods ordered by you within 30 days of the original order date, and you have let us know in writing of the problem within 14 days of the original order date, we shall, at your choice:
a) Deliver the correct quantity of goods to you.
b) Deliver replacement goods (where the goods are damaged or defective); or
c) Refund to you the amount paid by you for the goods in question in whatever way we choose.
If you do not advise us of any damaged or undelivered goods within the stated time periods, you cannot return the goods to us.
Unless the law provides otherwise, we will not be responsible for any loss of profits, business or goodwill (or similar loss) which you may suffer because of any problem about which you notify us and we shall have no responsibility to pay any money to you by way of compensation, other than to refund you the amount paid by you for the goods in question.
Nothing in these terms and conditions is intended to limit any rights you may have as a consumer, under any laws or other statutory rights that may not be excluded, nor in any way to exclude or limit our liability to you for any death or personal injury caused by our negligence.
Waiver
We may waive any of our rights under our contract with you at any time and for any reason, without affecting our ability to enforce that right or any other provision of that contract.