Thank you for taking the time to read Une Normande a Londres terms and conditions. 

By using this website or placing an order with us, either by telephone or through our website (www.unenormandealondres.co.uk) you agree to be bound by these terms and conditions. Nothing in these terms and conditions affects your statutory rights as a consumer or otherwise. If you have any questions regarding these terms and conditions, please contact us using the contact details below. 

Our Privacy Policy 

We collect personal information when you purchase from www.unenormandealondres.co.uk, or over the phone. This information is solely used to enable us to process and deliver orders that you may place. By registering your details on our website, you agree that your data will be recorded, maintained and held by us. Your personal information is kept private and stored securely until a time it is no longer required or has no use, as detailed in the Data Protection Act 1998. Information stored will never be passed on to a third party. Every effort has been made to ensure a safe and secure form to email submission process but advise users using such form to email processes that they do so at their own risk. 

We would also like to send you occasional offers and messages that we feel may be of interest to you. These messages would only ever be from Une Normande a Londres no one else. If you’d like to opt out to this service and wish to have your details removed from our database, or if you have any questions relating to our privacy policy, please call or email us and we shall remove them. 

Our contract with you 

We keep the right to cancel your order anytime. If for whatever reason we are unable to accept or deliver your order, we will inform you of this and you will not be charged for your order. Reasons we might not be able to accept your order because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified. 

We also reserve the right to correct any errors, inaccuracies or omissions, and to change or update information or cancel orders if any information in the Service or on any related website is inaccurate at any time without prior notice (including after you have submitted your order). 

We cannot be held responsible if you give us incorrect or incomplete information regarding your order and afterward, we are unable to deliver to a correct address. 

Payments are taken via Stripe their terms and conditions are also part of this agreement, for additional payment information please refer to their website. 

Weights, cutting and packaging 

Weights given on the website are there for guidance, all our cheese at Une Normande a Londres cut by our cheesemonger’s fair hands, they always try to do their utmost best to be as accurate as possible to the exact weights stated. Please kindly note will be unable 

to offer you a refund where there is a reasonable tolerance from the stated weights on our site. We promise if we do cut one piece slightly under, we will try to make up the difference with the next in your order. Many of our cheeses are handmade artisan products which, by their nature, vary from individual cheese to cheese. 

Cheese is a ‘live’ product and will leave us in the best condition, it will be carefully wrapped in our waxed cheese paper to help maintain humidity around the cheese and allow it to breathe, and it will be delivered in a paper bag. During the summer month when the weather is hotter, the courier will also cover your parcel with ice packs. These packs will melt in transit but will help to ensure the cheese stays cold for as long time as possible. Please remember that it is a fragile and perishable product and will need to be cared for once you receive it. It must be kept cool, especially in very hot weather. If you wrap your cheese in cling film or foil after delivery, it can cause the cheese to sweat which will ultimately affect the flavour not in a positive way. We suggest you put your cheese in a sealed box at the bottom of your fridge to help prevent it drying out and prevent the cheese from absorbing flavours. We suggest cut cheeses are consumed within five days of receipt. 

Substitution 

If for some reason a cheese you have ordered becomes unavailable, we will replace it with a similar product that is comparable in quality and origin to the same or greater value for no extra cost. If we can’t do this, we will be in touch with to discuss an alternative from our extensive range of great cheeses. Who knows, we might just recommend your new favourite. If you do not wish any substitutions please add this comment on your order, or get in touch with us, we will notify you and give you the opportunity to either cancel your order or wait for the affected product to become available. 

Ordering, Delivery and returns 

Please be certain that you give the correct delivery details with your order. If you do make a mistake or wish to make a change to a product, please contact us as soon as possible using the orderfromage@gmail.com address. If it is possible we will let you know about any changes to the price of your order, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. Unfortunately, if the order has already been prepared or dispatched, we will not be able to retrieve the parcel or accept a return. 

We always want you to receive our cheese in the best condition. Please remember that it is a perishable product and therefore we would prefer that someone is available to accept the delivery so that it can be refrigerated as soon as possible. If you are not going to be in, you MUST provide clear instructions and an alternative option for the delivery to be left. We cannot accept returns. Undelivered parcels will be returned to the warehouse for ‘redelivery the next day’ in that case we won’t be able to guarantee the same quality of freshness. We reserve the right to re-charge for delivery should the wrong delivery details be given which could cause delay in the courier delivery service. 

We cannot be held responsible for non-delivery due to adverse weather conditions or situations beyond our control. Any delay in dispatch and/or delivery for whatsoever reason shall not be grounds for a claim for consequential loss. 

Pricing 

Products are invoiced in GBP sterling and are not inclusive of delivery fees unless otherwise stated. 

Errors may occur in the price of item, if it affects your order, we will contact you as soon as possible. You may reconfirm your order at the correct price or cancel it. If we are unable to contact you, we will treat your order in respect of the new price. 

We reserve the right to update prices on the Website from time to time. 

Payment 

You may pay for the items which you order online with most major credit cards and debit cards using our secure online checkout. We regret that we cannot accept cheques or cash as payment online. Payments are taken via Stripe our online payment provider. Their terms and conditions are also part of this agreement. Refunds will be given within 5-10 business days as its stated on their website, where you can find all the necessary payment information’s. 

Please kindly note we do not store credit card details, nor do we share customer details with any 3rd parties. 

Delivery 

Currently we deliver to UK Mainland only. 

Deliveries to Wales and Scotland will incur an extra £5 delivery fee, but sadly we cannot guarantee to cover all locations, also areas where it’s harder to get can increase the chance of longer delivery times. 

Unfortunately, we are not able to deliver orders outside of the UK, the Republic of Ireland and Northern Ireland, neither to any islands except Isle of Wight, we pride ourselves on offering the very freshest cheese and unfortunately small pieces of cheese do not like long distance travel. 

Please do get in touch with us if you concerned about a location before any order placed. 

Delivery days and times 

Delivery days are Tuesday to Friday. 

We do not deliver on Saturdays, Sundays or Mondays neither on Bank Holidays. 

If you place your order before 2pm from Monday to Thursday (excluding Bank Holidays), we aim to deliver your parcel the next working day between 8am to 4pm but it’s subject to stock availability. Our delivery times are for guidance and are not a guarantee. We cannot take responsibility for length of delivery time once an item is dispatched. 

When we are busy during peak times or Christmas time our cut off time may extend to 48 hours. 

After placing an order through our website, a payment confirmation will be sent to you via Stripe. Please note, should the delivery address be within zone 1 and 2, your confirmation order will be the payment confirmation receipt. To get an update on your order, please get in touch directly with us. 

Any orders outside zone 1 and 2 will be delivered by our courier APC. All their services are fully trackable. To keep an eye on the whereabouts of your parcel please use the tracking link on their website and enter your APC or tracking number. 

Please note that tracking will not begin until the parcel reaches their collection depot so therefore may not appear straight after collection. To track your parcel, you need to use your APC Direct order number. 

Delivery Charge 

Our standard delivery is £5.00 and free for orders over £30 

Complaints 

We take great pride in the quality and condition of our cheese and it should reach you in the best possible condition. We will do our best to put it right. 

When you receive your order, please open it right away, loosen the wrapping around the cheeses and inspect them. Please notify us within 24 hours of receipt if we have failed to please. We will kindly ask you to provide a photograph together with your claim. We might ask you to send the product back to us, in that case we will refund your postage cost. 

Allergens 

Please note our products contains allergens please get in touch with us for all necessary information you need regarding this. 

Covid -19 

At Une Normande a Londres, the safety and wellbeing of our staff, our suppliers, and our customers are at the heart of everything we do. 

In the general course of business, it is through rigorous food safety and hygiene programs that we can mitigate risks and ensure very high safety standards in the products we offer. Those programs always continue, including now, and it is our every intention to operate through this difficult time. 

In the face of Covid-19 we have instituted enhanced hygiene measures within our whole operation. We are monitoring both work and personal staff travel and closely following related government advice. We are up to date with the most recent developments and meet daily to discuss our plans and strategy. We are prepared to support staff who may need to remain at home or self-isolate and require them to remain at home if they may pose any risk to other staff or to you, our customers. 

While we intend to continue operating and providing the best cheese and the best service we can, we are also committed to following the advice of Public Health England and will continue monitoring the situation as it develops, diligently observing official guidelines. 

If you have further enquiries, please direct them through our contact page and we will respond. Thank you for your continued support and custom during this time and at all time. 

Une Normande a Londres