Terms and conditions

“We”, “us”, “our” means Hilton’s Charcuterie.
“You”, “your” means the customer placing an order with us.
“Products” mean any charcuterie, meat, boards, accompaniments, packaging etc sold by us.
“Order” means your order for products from our website.

When you place an order, this is treated as an offer. The contract between you and us is formed at the point we send you an order confirmation by email.
If we cannot fulfil the order (for example, due to stock issues), we will inform you and not proceed with the sale (you will not be charged).

We try to ensure that all product descriptions, images, weights, and other specifications are accurate. Slight variations may occur (especially for hand-prepared items).
All prices include VAT (where applicable) and are in [GBP]. Prices are subject to change, but changes will not affect orders which we have already confirmed.

Full payment is required at the time of ordering.
We accept the payment methods displayed on the website.
If payment is blocked by your card issuer or fails, we may cancel the order or refuse to deliver the products.

We ship all products by Royal Mail Tracked 24 (or an equivalent tracked service) to UK addresses, unless otherwise agreed.
Delivery will generally take one working day once dispatched, but delays may occur (e.g. due to Royal Mail operations, weather, etc.).
You must provide a correct and complete delivery address and contact details. We are not responsible for failed delivery due to incorrect address or missing information.
If no one is available to take delivery, the parcel may be left in a safe place (if specified), or the Royal Mail may make a second delivery or take it to a depot. You are responsible for arranging to collect or receive the product.
Risk of damage or loss passes to you when the parcel is delivered to the address you gave us (or when left in accordance with your instructions).

Because our products are perishable, as soon as you receive them, they should be refrigerated immediately unless otherwise stated on the product.
If delivery is delayed or the product becomes warm during transit, we will work with you to try to resolve (see “Faulty or Damaged Goods” below), but we cannot guarantee freshness beyond what is reasonably expected during transit.

You should inspect goods on delivery. If a product is faulty, damaged, or incorrect, you must contact us as soon as possible (ideally within [24-48] hours), supplying proof (e.g. photographs).
We will then at our option: replace the product, refund the product cost, or provide credit.
We reserve the right to request that the product (or packaging) be returned or held for inspection.

Under UK law (Consumer Rights), you have a right to cancel (“cooling off period”) for non-perishable goods within 14 days after delivery. However, perishable and food hygiene-sensitive goods (such as fresh meats / charcuterie) are exempt: there is no right of cancellation once they have been delivered, as these goods deteriorate rapidly.
If goods are non-perishable and remain unopened / unused, return shipping costs may be borne by you unless otherwise agreed.
Refunds (when applicable) will be made within 14 days of cancellation / acceptance of return, using the same payment method.

If a product becomes unavailable after you place an order, we may offer a substitute of equal or greater value; or refund the unavailable item. We will inform you where possible ahead of dispatch.

It is your responsibility to inform us at the time of order of any allergies or dietary restrictions.
We do our best to prevent cross-contamination, but because our products are prepared in kitchens handling various foods, we cannot guarantee zero risk.
Allergen information is provided on product labels / descriptions; please read carefully.

We are responsible for losses you suffer caused by us breaking the contract, but we are not responsible for:
- Losses that are not a foreseeable result of any breach at time of ordering;
- Losses that could have been avoided by acting reasonably.
Our liability for product defects etc is limited to replacing or refunding the product, not compensation beyond that.

All content on the website (text, images, logos, design) is our property (or licensed to us). You may not copy, reproduce, or use in any way without our permission.

We collect and process your personal data in accordance with our Privacy Policy.

We may update these Terms & Conditions occasionally. The version on the website at the time you place your order is the one that applies.

These Terms are governed by the laws of England & Wales.
Any disputes should first be attempted to be resolved amicably by contacting us. If unresolved, disputes may be subject to the jurisdiction of the courts of England & Wales.