DELIVERY

We offer free local delivery on orders over £75. Orders under £75 will be subject to a £5 delivery fee.

We deliver to the following postcodes:

W3, W5, W7, W13, TW8, UB6 

Standard Delivery

We offer same day delivery on all orders placed before 6am. Orders placed after 6am will be delivered the following day.

If you would like your order delivered on a specific day, please submit your requirements at checkout.

Orders are dispatched from our Pitshanger Lane branch and delivered between 9am and 3pm. We are unable to offer delivery time slots.

Orders are delivered in our refrigerated company van. Once delivered, we strongly recommend all fresh products are placed in a suitable refrigeration unit.

PLEASE NOTE: All orders must be received before 6am to ensure same day delivery. All Orders received after 6am will be dispatched the following day. We are unable to deliver on Sundays or Bank Holidays. 

Products

All butchered products are sold as unit items with indicative weights. We reserve the right to apply a 10% tolerance margin to the weights of each unit (10% above or below unit weight).

All items have use by dates clearly marked on the packaging.

All our meat is fresh and has not been frozen (unless otherwise stated) and can be frozen to extend shelf life.

Product availability reflects live stock at the time of ordering. Should a product become unavailable the shop team will contact you to discuss substitutions or amendments.

We do not accept responsibility for incorrectly placed orders. Please ensure all details are correct before completing checkout.

Delivery Failure

It is the customer’s responsibility to facilitate the receipt of the delivery. 

If the delivery cannot be completed (eg no answer at the door or failed entry to property), our driver will contact you by telephone.

Upon instruction, our driver will leave your order in a safe place or with a neighbour or return it for collection from the Pitshanger Lane branch.

Hook and Cleaver cannot take responsibility for orders once they have been delivered.

Complaints Policy

Any feedback or complaints regarding orders must be submitted via email and include the following information:

1. Your order number

2. The name the delivery was booked under

3. Your contact telephone number

4. Specific details of the complaint

5. Photographs of the issue

We will investigate your feedback or complaint and respond as soon as possible.

The email address is:

ordersathookandcleaver@outlook.com