Shipping & Returns
At Duro Food, we pride ourselves on the quality of goods and service that we provide to our customers. We also acknowledge that there will be the odd occasion when the goods and/or parcel we send may be damaged in transit. In such a situation where there has been damage to goods or parcel, we would require the customer to inform us in writing (email) of the damage within 24 hours of receiving the goods or parcel with a brief description of the damage. We would also ask that the customer provides, name, address, order number and any digital image of the damage
We aim to investigate and contact the customer within 72 hours of receiving complaint. If the complaint is upheld upon investigation (we found something may have gone wrong), we would aim to provide a replacement product or an alternative product. We would only refund if there is no replacement of the original or alternative product.
Where we are unable to provide replacement product, we would initiate a refund. The refund will be paid into the payment card or account. This may take up to 7 days to show up in the account from the day the refund is initiated.
Due to the nature of our products we can only refund of damaged goods or parcels that we are informed within 72 hours of receipt. We would not consider a return of goods we are informed after 72 hours of receipt.
To be eligible for a refund, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.
Once the investigation is finalised you will be offered the option to return the goods.
Some of our products such as perishable goods such as frozen and ready meals are exempt from the return policy and cannot be returned due to contamination.
Once the investigation into your complaint is completed, we will send you an email to notify you of the result, provding further details on our decision and actions that should follow from both parties.
** Please note** We would require a copy of your receipt or proof of purchase to complete the return.
If you were approved, then a new product would replace the items returned. If the product is unavailable then you will be issued a voucher to the value of the product to use toward your next purchase.
PLEASE DO NOT SEND THE GOODS YOU PURCHASED FROM US TO THE MANAUFACTURERS.
Delivery will ONLY be made to the address specified in your completed purchase order.
All payments MUST be made in advance of receiving the order - Payments can be made online through our Secured Payment platform, PayPal or Bank transfer at the time of placing the order order.
We will require additional ID if the name and address of the billing payment card or PayPal is different to the delivery address.
We will deliver your order to the main entrance of the delivery address. In order to protect our delivery drivers we may require additional information if we are required to deliver to the door step. Our drivers are advised not to enter a premises when making delivery. We always reserve the right to deliver only to the main entrance of the delivery address.
Please we are only able to deliver goods to specified regions within the United Kingdom. To check that we are able to deliver to your address, please check that you live within 100miles (160km) from Norwich Town Centre.
There may be an additional charge for delivery based on distance. Check our delivery charge rate.
With the exception of Ready to Eat meals, any other orders including Frozen Meals placed;
Between 00:00 hrs Thursday and 23:59 Sunday, will be delivered by Wednesday 18:00hrs
Between 00:00 hrs Monday and 23:39 Wednesday, will be delivered by Saturday 18:00hrs
You will be informed of your delivery date by mail or text after placing your order.
If for any reason you will not be available to receive your order on a specified date, kindly call our customer care line to arrange a suitable delivery date between Monday – Saturday. We will notify youof the next available date.
All goods must be signed for on delivery by an adult aged 18 years or over. If we attempt to deliver your order to the delivery address as arranged with you but there is nobody at the delivery address to accept your order, the driver will leave notification of attempted delivery and how to get your parcel which in most cases will be left to collect at the nearest post office/Parcelforce depot. There is no refund for any parcel delivered within 48Hours of shipping. In these circumstances, if the driver return to deliver the goods, a further charge may become payable provided that delivery is attempted at the agreed time.
Where shipping and delivery is long we will use cooling technology to retain the remperature of our frozen products for up to 48Hours.