Welcome to www.castlehoward.co.uk. By using this website you accept and agree to be bound by these Terms and Conditions of Sale, the Privacy & Cookie Policy and such other policies we notify you of from time to time, which together constitute the entire agreement between us.
Nothing in these Terms and Conditions affects your statutory rights, either as a consumer or otherwise. These Terms and Conditions of Sale govern the sale of Hampers by us, Castle Howard, to you, the customer, by telephone, email, and via our website at www.castlehoward.co.uk, or other means by our Customer Services and Farm Shop teams, and will form the basis of any contract of sale between us.
Please read them carefully before placing your order as you will be deemed to be bound by them. Copies of these Terms and Conditions are available on request.
Your orders are an offer to purchase goods from us. We will confirm receipt and acceptance of your order by sending you an email summarising the details of your order - this is the point at which we accept your order and the contract is formed (subject to these Terms & Conditions). If we cannot accept your order, we will notify you.
We have made every effort to ensure that the goods displayed on this website conform to the descriptions and photographs. The colours, specifications, dimensions and descriptions of items on the website are quoted as accurately as possible, but please note that all images are for illustration purposes only. The colours you see will depend on the resolution of your monitor and we cannot therefore guarantee that your monitor's display of any colour will always reflect accurately the colour of the item delivered. We reserve the right from time to time to vary the dimensions, specifications, descriptions and quantities of items displayed on our website without prior notice.
Some of the products available for sale on our website, such as alcohol, are age-restricted and you must not purchase those products if you are below the required age. Information on whether a product is age-restricted and the minimum age requirement is available on the relevant product page. By placing an order for an age-restricted product, you are confirming that both you and the recipient are of the requisite age.
We may substitute an item of equal or greater value than the original item listed, or issue a refund for the product. This applies to items within Hampers, Gift Boxes and mixed orders. Where we have substituted an item, you may elect to receive a refund rather than accepting the substitute item by contacting the Farm Shop.
A personal gift message of up to 10 lines of 28 characters each (i.e. 280 characters including spaces), can be included with all orders. Please note that 'special' characters, clip art images, emoticons, etc. are not recognised. Please decide on your message before placing an order as an amendment after the order has been placed may not be possible.
The gift message will be placed in an envelope on the inside of the delivery or in a pouch on the inside lid of the packaging. Regrettably, we are unable to include personal enclosures with your gifts or offer a gift-wrapping service for online or telephone orders at this time.
Products are displayed with prices in GBP sterling at the time of your order. Prices displayed on the website include Value Added Tax which will be applied at the current rate where applicable. Prices may be subject to variation without notice. If there is a pricing error on our website, we will contact you as soon as possible. You will have the option of reconfirming your order at the revised price or cancelling your order and receiving a refund. If we are unable to reach you, your order for the incorrectly priced item will be cancelled, and we are not obliged to honour such orders.
All payments for goods must be made when the order is placed. We will not reserve or despatch goods before payment is received. Payment will be taken via the internet payment portal Stripe. Please note we cannot accept cheques or cash as payments for online or telephone orders. Please do not send us payment information using those mediums.
Our website uses high-level SSL encryption technology. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously. You can tell whether a page is secure as 'https' will replace the 'http' at the front of the URL in your browser address window. A small locked padlock will also appear in the address bar of your browser window.
For full information of our delivery services and charges, please consult the Delivery Information section of the product page. If you order a number of items for delivery to the same address, they may be despatched separately and we cannot guarantee delivery on the same day. We make every effort to despatch items on time. If the items are not delivered within the time period that we specify in the Confirmation Email, please contact our Customer Services team quoting the order reference contained in your Order Confirmation Email.
All deliveries must be to a named individual. If a delivery at that address is not possible, you may be given options to leave the parcel with a neighbour, at a safe place or for delivery to be re-attempted or collection. If the delivery subsequently still fails or the delivery is refused by the recipient (e.g. an unwanted gift) then the goods will be returned to our Distribution Centre and you will be contacted for instructions to where the goods should be delivered. Refunds will not be available in these circumstances. If we are unable to make contact, the returned items will be sent to your address and you will be liable for additional costs. Any additional delivery charges incurred due to errors by you upon ordering may be passed on to you.
Delivery times may vary according to availability and any guarantees or representations made as to delivery times are limited to mainland UK and subject to any delays resulting from postal delays or force majeure (e.g. weather) for which we will not be responsible.
Large Corporate Orders: For orders for delivery to multiple addresses please contacting our Farmshop team on +44 (0)1653 648883. Please note that 48 hours should be allowed for uploading these orders and the order will not be confirmed nor items reserved until payment is received.
Corporate orders: Payment by bank transfer can also be accepted for phone orders.
Once confirmed, it may not be possible to prevent an order from despatch. Similarly once despatched we are unable to stop delivery or cancel the order. If you wish to cancel your order, please contact our Customer Services on +44 (0)1653 648883. In the event that orders cannot be stopped or cancelled, subject to these Terms & Conditions, you may return the items to us per your 'Right to Cancel and Return Purchases' below.
Hampers and Gift Boxes contain only the items listed. Some wine vintages may vary according to availability and props used in the photography are not included in the hampers, gift boxes or with bouquets unless stated. Packaging may vary.
Hampers containing fresh foods will be delivered using cool bags or boxes which will keep the items in good condition up to the delivery time, you must therefore ensure that there is someone to accept these items as responsibility for the refrigeration after delivery has taken place lies with the recipient.
Fresh food and some types of alcohol and beverages are perishable. Therefore these products are excluded from your statutory right to return purchases within the fourteen day 'cooling-off' period.
You have the right to cancel your order made online or over the telephone within a 'cooling off' period of 14 days from the day after you receive the goods. This right applies to all items except:
If you wish to cancel your order and return your purchase, please email Customer Services at customer.services@castlehoward.co.uk or call on +44 (0)1653 648883 with the order number quoted on the delivery note. You will be given instructions about where to return the goods which must be made without undue delay and in any case within 14 days of notifying us. Alternatively, the goods can be returned to our Farmshop. When the goods have been received and checked, a refund for the goods and the standard delivery charge (premium charges are not refundable) will be issued within 14 days. This means that you may be contacted for details as to how we can make repayment to you. Please note that returning the goods to us is your responsibility and we are not obliged to repay you for any costs that you have incurred in returning the products to us.
Your statutory rights are not affected.
If you take delivery of a package from us and the goods being delivered to you have been damaged in transit, or are defective, not as described, not of satisfactory quality, not fit for purpose, or are not per a sample, we will at your option either exchange or repair these items without charge to you, or provide you with a full refund, if the fault is notified to us within 30 days of you receiving the product. Beyond 30 days, we will provide you with either an exchange or repair in accordance with the Consumer Rights Act 2015. We will check the items on their return, and we may request proof of purchase and/or photos of the damage and packaging in order to enable us to investigate the matter with our courier and packing facility.
In such circumstances, please email Customer Services at customer.services@castlehoward.co.uk or call on +44 (0)1653 648883 with the details and you will be provided with instructions and the Freepost address (UK only). It is your responsibility to ensure that the items are adequately wrapped. The goods can also be returned to our Farmshop. All goods should be returned with an undamaged proof of purchase.
We will not be responsible to you for any delay or failure to comply with our obligations under these Terms & Conditions if the delay or failure arises from any cause beyond our reasonable control.
Save for death or personal injury caused by our negligence Castle Howard accepts no liability and shall not be responsible for any indirect, consequential, special, economic or exemplary losses or damages however they may arise, whether foreseeable or otherwise.
If you have a complaint about an order, this website, or any other matter relating to Castle Howard, please contact our Customer Services Department:
In the event that we cannot reach agreement with you as to how to resolve your complaint, you may choose to provide details of your complaint to a relevant alternative dispute resolution scheme, such as:
Please note that Castle Howard is not a member of any alternative dispute resolution scheme.