Customer Services

  • About Us

    Our parent company 'Stephens fresh foods' originally started in 1974, and was set up to supply the private, independent retailer.

    The advent of supermarket trading changed the high street and we evolved to become a specialist supplier to the food service sector and sandwich maker.

    Over forty years we have evolved into a quality cooked meats' manufacturer and charcuterie supplier to the public and trade through Deli Charcuterie.

    As the British public have become more aware of continental produce, enlightened by travel and cookery programmes, there has been a growth in specialist food shops.

    Predominately driven by the independent retailer, these shops are seeking access to quality products, both home produced and imported, rather them simple imitations of continental produce.

    We want to provide the same high quality meat at a more affordable price for both businesses and public across the UK. Please view our Stephens and Deli-Charcuterie video below.

  • Delivery & Pricing

    Deli-Charcuterie intend to deliver your order as soon as possible after it is placed so that it is received, this usually being next day using APC as our over night delivery company.

    Deliveries are free if the order value is greater than £30. If the order value is less than £30 we charge £5 for packaging and postage.

    Order day

    Deliver day
    (Order before noon)

    Deliver day
    (Order after noon)

    Monday

    Tuesday

    Wednesday

    Tuesday

    Wednesday

    Thursday

    Wednesday

    Thursday

    Friday

    Thursday

    Friday

    Tuesday

    Friday

    Tuesday

    Tuesday

    Saturday

    Tuesday

    Tuesday

    Sunday

    Tuesday

    Tuesday


    Any order placed before 12 noon will be delivered the next working day (we don’t deliver at the weekends). If the order is placed after 12 noon, then it will be delivered another day later. Orders placed on Friday, will be delivered on Tuesday of the following week. We do this because we don’t want the product to stay in a storage warehouse over the weekend. “Working Day” means any day other than a Saturday, Sunday, Bank or Public Holiday, Good Friday, Christmas Day and any other day on which the APC network is closed.

    OWe will notify you by email when your parcel has been collected from us, along with this, you will also get a  tracking number.

    If no one is in to receive the delivery, APC will leave the parcel with a neighbour. You will receive a card notifying you.

    We will deliver to any address in the UK (England, Scotland, Wales)

    All deliveries will require a signature from the person who accepts delivery (not necessarily the Recipient themselves) to sign an acknowledgment of receipt, which may include signature by electronic means.

    Deli-charcuterie and it’s carrier (APC) shall not be liable in respect of any Consignment delivered to the delivery address or other address, where any person misrepresents his authority to receive the Consignment on the Recipient’s or Customer’s behalf; or where APC is delivering it in accordance with instructions from, or purporting to be from the Recipient or the Customer.

    We are liable for loss of, or damage to (which includes destruction of) and delay in conveying a Consignment if caused by our negligence. We shall reimburse any customer (or replace at our expense) the actual value of the contents of the Parcel to the Customer for loss of or damage to a Consignment (if caused by its negligence or those for whom it is vicariously liable) up to the limits for the Service.

    Except as referred to above we shall not be liable to the Customer or any other person for any loss of, or damage to, or any delay in the collection, conveyance or delivery of any Consignment(s), whatsoever and howsoever such loss, damage or delay was caused, whether from contract, breach of statutory duty, tort (including negligence), or otherwise.

    Deli-charcuterie does not accept liability for any loss of contracts, business, profits, revenue, anticipated savings or any indirect or consequential loss or damage whatsoever or howsoever arising whether from contract, breach of statutory duty, tort, or otherwise.

    Deli-Charcuterie shall not be liable in respect of any Consignment where any person has been fraudulent or dishonest in any way in respect of that Consignment or misrepresents his authority to receive a Consignment on the Recipient’s or Customer’s behalf.
    A Consignment that does not have a complete and accurate address, postcode and telephone number for the Customer and Recipient.

     The following limits currently apply to compensation for loss or damage payable under these Services.
    Please note that 'loss' includes partial or complete loss of the contents of a Consignment and 'damage' includes destruction: 

    “Late delivery” or “delay in delivery” (or similar expressions) means delivery which is not in accordance with the delivery times advertised.

    All claims for compensation for loss or damage and refunds for delay must be made within 7 days from the date of Despatch. 
    Deli-Charcuterie may make such investigations as it deems necessary to satisfy itself of the validity of any claim and the Customer shall co-operate as is reasonable in the circumstances.
    We may require the Customer to substantiate a claim by providing any relevant information about the Consignment. This may include requesting the Recipient to retain all packaging, or obtaining other documentary evidence and/or photographic evidence we request.

    APC shall not be liable (whether for the payment of compensation or refunds or otherwise), for loss, damage or delay to the extent that such results from any acts or omission of the Customer or Recipient or circumstances outside its reasonable control, including (without limitation) any adverse weather conditions, traffic congestion, mechanical breakdown, obstruction of public or private highway or from any industrial action whatsoever.
    APC may engage agents and/or sub- contractors to perform all or any part of the Services to be provided to the Customer.
    Nothing in these Conditions (nor anything else), shall confer on any third party any benefit, nor the right to enforce any of these Conditions which that person would not have had but for the Contracts (Rights of Third Parties) Act 1999.
    These Conditions will be governed by and construed in accordance with the law of England and Wales. Each party irrevocably agrees to submit to the exclusive jurisdiction of the courts of England and Wales over any claim or matters arising under or in connection with this agreement.

  • We DO NOT deliver on weekends, So any order made on a Friday will be delivered to you the following Tuesday.
  • Returns & Faulty Goods

    We endeavour to send you the very best products in the very best condition. If for any reason you are unhappy with the product you have been sent, you may return them or have them replaced at our expense.

    If you return the goods we will refund your money.

    We simply ask that you return the goods as quickly as possible. We cannot accept returns after the USE BY date of the product has expired.

    As soon as you wish to return anything, contact us by email or telephone info@deli-charcuterie.co.uk or 01634 861749. We will arrange for the product to be collected by our courier or if you prefer you can take the product to your nearest post office for return from there. We will send you (by email) labels to stick on the return packaging.

    If you wish a replacement we will arrange it when you call / email us. If you would rather have a refund, we will arrange this when the product has been returned.

  • Terms & Conditions

    1 DEFINITIONS

    1.1 "Buyer" means the individual or organisation who buys or agrees to buy the Goods and/or Services from the Supplier;

    1.2 "Consumer" shall have the meaning ascribed in section 12 of the Unfair Contract Terms Act 1977;

    1.3 "Contract" means the contract between the Supplier and the Buyer for the sale and purchase of Goods and/or Services incorporating these Terms and Conditions;

    1.4 "Goods" means the articles that the Buyer agrees to buy from the Supplier;

    1.5 "Services" means the services that the Buyer agrees to buy from the Supplier;

    1.6 "Supplier" means Stephens Fresh Foods Limited who own and operate Deli-charcuterie.co.uk;

    1.7 "Terms and Conditions" means the terms and conditions of sale set out in this agreement and any special terms and conditions agreed in writing by the Supplier;

    1.8 "Website" means Deli-charcuterie.co.uk

    2 CONDITIONS

    2.1 Nothing in these Terms and Conditions shall affect the Buyer’s statutory rights as a Consumer.

    2.2 These Terms and Conditions shall apply to all contracts for the sale of Goods and/or Services by the Supplier to the Buyer and shall prevail over any other documentation or communication from the Buyer.

    2.3 Acceptance of delivery of the Goods shall be deemed conclusive evidence of the Buyer’s acceptance of these Terms and Conditions.

    2.4 Any variation to these Terms and Conditions (including any special terms and conditions agreed between the parties) shall be inapplicable unless agreed in writing by the Supplier.

    2.5 Any special conditions applying to the provision of the Services are set out in the Schedule to this agreement.

    2.6 Any complaints should be addressed to the Supplier's address stated in clause 1.6.

    3 ORDERING

    3.1 All orders for Goods and/or Services shall be deemed to be an offer by the Buyer to purchase Goods and/or Services pursuant to these Terms and Conditions and are subject to acceptance by the Supplier. The Supplier may choose not to accept an order for any reason.

    3.2 Where the Goods ordered by the Buyer are not available from stock the Buyer shall be notified and given the option to either wait until the Goods are available from stock or cancel the order and receive a full refund within 28 days.

    3.3 Promotional and discount codes are to be used only once where applicable and may not be combined with any other offers. Should an offer code be used more than once, or is deemed by the Supplier to abuse the fair usage policy then the Supplier can withdraw, withhold or cancel the promotional code at any time.

    3.4 Orders over £30 value are delivered free of charge. Orders under £30 in value carry a £5 delivery charge.

    4 PRICE AND PAYMENT

    4.1 The price of the Goods and/or Services shall be that stipulated on the Website. The price is inclusive of VAT. The shown price excludes delivery charges.

    4.2 The total purchase price, including VAT and delivery charges, if any, will be displayed in the Buyer’s shopping cart prior to confirming the order.

    4.3 After the order is received the Supplier shall confirm by email the details, description and price for the Goods and/or Services together with information on the right to cancel if the Buyer is a Consumer.

    4.4 Payment of the price plus VAT and delivery charges, if applicable, must be made at the point of ordering.

    4.5 Where applicable, if any payment is not paid on time or any payment is rejected or refused, the amount owing will be treated as overdue and the Supplier will be entitled immediately to cease or suspend the provision of any Service or further deliveries of Goods until payment has been received.

    5 PERFORMANCE OF SERVICES

    5.1 The Supplier shall perform the Services with reasonable skill and care. However, where applicable, the Supplier does not guarantee that the Services will be uninterrupted, or error-free or that any data generated, stored, transmitted or used via or in connection with the Services will be complete, accurate, up to date, received or delivered correctly or at all. The Supplier may have to suspend the Services for repair, maintenance or improvement. If so, the Supplier will restore them as quickly as is reasonably possible.

    6 RIGHTS OF SUPPLIER

    6.1 The Supplier reserves the right to periodically update prices on the Website, which cannot be guaranteed for any period of time. The Supplier shall make every effort to ensure prices are correct at the point at which the Buyer places an order.

    6.2 The Supplier reserves the right to withdraw any Goods and/or Services from the Website at any time.

    6.3 The Supplier reserves the right to withdraw or suspend any promotional or offer code at any time.

    6.4 The Supplier shall not be liable to anyone for withdrawing any Goods and/or Services from the Website or for refusing to process an order.

    7 DELIVERY

    7.1 Where a specific delivery date has been agreed, and where this delivery date cannot be met, the Buyer will be notified and given the opportunity to agree a new delivery date or receive a full refund.

    7.2 The Supplier shall use its reasonable endeavours to meet any date agreed for delivery. In any event time of delivery shall not be of the essence and the Supplier shall not be liable for any losses, costs, damages or expenses incurred by the Buyer or any third party arising directly or indirectly out of any failure to meet any estimated delivery date.

    7.3 Delivery of the Goods shall be made to the Buyer’s address specified in the order and the Buyer shall make all arrangements necessary to take delivery of the Goods whenever they are tendered for delivery.

    7.4 Risk in the Goods shall pass to the Buyer upon delivery of the Goods, or where the Buyer fails to take delivery at the agreed time, at the time delivery was attempted.

    7.5 Title in the Goods shall not pass to the Buyer until payment of the price has been made in full.

    8 CANCELLATION AND RETURN

    8.1 The Buyer may cancel any order for Goods for any reason up to the point of dispatch and any payments made by the Buyer shall be refunded in full within 28 days. The Buyer may cancel any Contract for Services at any time before seven working days has passed from the day after the Contract was made and any payments.

  • Privacy Policy

    Deli-Charcuterie is committed to protecting your privacy, and at the same time we endeavour to use any data we collect from you to provide the best possible service. This privacy policy describes how we collect and use your personal data.

    This Deli-Charcuteriesite is a UK based website and takes reasonable care to comply with requirements of the UK Data Protection Act 1998 with regard to the personal information you supply on this site. The Deli-Charcuteriesite uses a security system that protects your information from unauthorised use.

    However, as no data transmissions over the Internet can be guaranteed to be 100% secure we cannot ensure or warrant the security of any information you transmit to us and you do so at your own risk.

    Deli-Charcuterie may occasionally modify this Privacy Policy, such variations becoming effective immediately upon posting to the website and by continuing to use the website, you will be deemed to accept any such variations.

    Please note that Deli-Charcuterie does provide links to other sites, which may not be governed by this Privacy Policy and you should view the particular privacy policies of those sites for further information.


    Data Collection

    This site collects personal data from you via web forms, and also via email addresses we provide so that you contact us with enquiries and send us your details.

    You submit information using these methods voluntarily, and agree to the use of the personal data you provide as described in this policy.

    If you give us personal information about somebody else, such as a colleague, we will assume you have their permission to do so, and their data will also be subject to this policy.


    Data Collection via Cookies

    Deli-Charcuterie may also collect personally identifying information using cookies. Sometimes cookies are required as part of this site's operation. We will not collect personal data about you using cookies outside of this purpose.

    If you prefer not to allow the use of cookies, you can change the configuration of your browser to either warn you when you receive a cookie, or to automatically reject them. You may find, however, that disabling cookies means certain areas of the site do not function correctly.


    Data Usage

    Deli-Charcuterie will use the data you supply to answer an enquiry or to administer an ongoing commercial relationship.

    We will also use your data to tell you about changes to the site, new information, or products and services offered by Deli-Charcuterie that we think you will find valuable. You can choose not to receive this information by sending a blank email to Deli-Charcuterie customerservice@deli-charcuterie.co.uk with the subject 'No Deli-Charcuterie information'.

    Deli-Charcuterie does not share, sell, trade or rent your personal data outside of the Deli-Charcuterie group. We may choose to do so in future with selected third parties whose products and services we think you will find interesting. You can choose not to receive this information by sending a blank email to customerservice@deli-charcuterie.co.uk with the subject 'No 3rd Party Information'.


    Data Usage Links to External Websites

    Our website may contain links to enable you to visit other websites of interest easily. However, once you have used these links to leave our site, you should note that we do not have any control over that other website.

    Therefore, Deli-Charcuterie cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

A Day in the life of Deli Charcuterie and Stephens Fresh Food