Winner LUX Magazine Awards 2022 Best Authentic Biltong Provider Surrey
Our happiness team is always here to assist.
Email us at enquiries@billytong.com or call us direct on 01932 640649.
You can place an order on our website store at any time, day or night (unless our fabulous tech guys are making changes or updates, in which case we’ll be apologising profusely and placing them under extreme pressure to get us back online).
Our biltong and droewors are made in smaller batches to ensure the consistency of quality is maintained, and to a standard our customers come to expect. That’s the upside. The downside is that sometimes there might be an extra day or two to wait until your order is ready to ship.
Orders placed before 11 am stand a higher chance of being delivered within three working days. Generally, we aim to have all orders dispatched within a maximum of 5 working days of receipt. In most cases, as previously mentioned, orders are ‘out the door’ within three working days. If there is a likelihood of additional delay, we will advise you using either the email or telephone number you have provided.
Saturday Deliveries: All our prices included free shipping within the UK Mainland from Monday to Friday. Highlands & Islands, we charge £5.50 for delivery. We can provide Saturday before 1 pm deliveries to many parts of the UK, but we would require the order to be received by us by 11 am on a Wednesday. This would require an additional surcharge to be paid before dispatch. Highlands & Islands, we can only do weekday deliveries.
There is NO International standard for Biltong. What might be sufficiently ‘wet & fatty’ for one client, might be considered not ‘wet & fatty’ enough? for another. Similarly, we advertise our Peri-Peri as ‘hot’ which satisfies 99% of our customers. The other 1% might find it too mild. It is a personal choice and somewhere in between, we do our best to fulfil the expectations of our customers, based on our considerable experience in making biltong products. After all, we’re also South Africans, where biltong originates from.
If you have not received delivery within 96-hours of placing the order (weekends accepted), please email us at admin@billytong.com
If your order arrives so damaged it’s impossible to enjoy, then we must be notified within 24 hours of receipt by email to enquiries@billytong.com.
In this age of digital phenomenon, we might ask you to provide images taken with your smartphone to be sent to the same email address. The contents and packaging MUST be held for inspection by us.
PLEASE DO NOT JUST SEND YOUR PRODUCT BACK TO US WITHOUT CONTACTING US USING THE EMAIL ADDRESS STATED.
A returns reference number is essential and we’ll provide this to you before any product is returned. We will pay for the return of the faulty goods. Complete satisfaction with our product and service is our ultimate game plan. We will either replace the biltong order or offer you a complete refund.
Finally, please note that our refund policy only extends to a product that simply cannot be consumed due to damage or non-delivery. It does not extend to the product being outside of its shelf life due to delays in delivery that were of no making by Billy Tong.
We’ll deal with complaints in a timely and fair manner at all times but refunds or replacement orders will be made at the discretion of the Billy Tong management. We do understand, of course, that not everything goes 100% right all of the time. We will work with our customers to resolve things and hopefully to a mutually satisfactory conclusion. Notifying us as quickly as possible helps us to bring about a happy ending. All we ask is that you work with us to achieve this before deciding to go off to social media and vent your frustration (this shouldn’t happen as we always stand by our products, and we’re nice guys to do business with!).
If you have any queries whatsoever, we can be contacted by:
Email: enquiries@billytong.com
Telephone: 01932 640649.
After all that – enjoy our product.
The Billy Tong Team
It pains us to say this, but we normally cannot accept any amendment to delivery instructions once the order has been placed on our Ecommerce store. However, if you do have to change it, either drop us an email at enquiries@billytong.com or use the contact form on this website.
Please state your order number and the changes you’d like. We will do our utmost to accommodate your request, but we cannot provide any guarantee that we can action this in time before dispatch.
We can’t for one moment, imagine why you’d want to cancel an order for our fabulous biltong products. But then again, we know that life can throw us a curveball every now and then.
So, if you need to cancel your order, it obviously needs to be done before dispatch otherwise a cancellation request cannot be entertained. Email us at enquiries@billytong.com ASAP, or call us direct on 01932 640649.
That said, accepting the cancellation will be at the discretion of Billy Tong and may be subject to an administrative charge. We’re a good bunch of people here at Billy Tong, and we’d hate to be doing that, but we thought we should cover ourselves in case of events outside of our control.
We use DPD to deliver our orders. Once we have entered your order on their system to collect from us, DPD will send you notification and a consignment note number to use to track.
Use this URL LINK to go to the tracking page of DPD.
You’ll need to email us as quickly as possible at enquiries@billytong.com. If DPD have already collected from our production facility then we’re real sorry but the original shipping address will have to remain.
We will of course do everything we can to ensure a safe arrival at an appropriate address.
We endeavour to ensure that we have an appropriate mix of finishes that satisfy the broadest cross section of biltong lovers. If you have a particular finish you like then please mention this in the notes section of the order form.
We will do our best to facilitate this, but generally our production team are very busy producing 20 different flavours, so adding a particular finish to one order can create a bit of a problem.
If in doubt, do email us at enquiries@billytong.com and we will get back to you with an answer.
Billy Tong currently only markets its products to the UK and our prices include the cost of delivering within Mainland UK (Highlands & Islands we charge £5.50). If you require any of our products to be shipped outside of the UK, please contact us by email on enquiries@billytong.com for pricing.
This depends on the size of your order, but generally yes, we pack all orders into a standard sized courier bag for delivery.
We’ll deal with complaints in a timely and fair manner at all times but refunds or replacement orders will be made at the discretion of the Billy Tong management.
We do understand, of course, that not everything goes 100% right all of the time. We will work with our customers to resolve things and hopefully to a mutually satisfactory conclusion. Notifying us as quickly as possible helps us to bring about a happy ending.
All we ask is that you work with us to achieve this before deciding to go off to social media and vent your frustration (this shouldn’t happen as we always stand by our products, and we’re nice guys to do business with!).
If you have any queries whatsoever, we can be contacted by:
Email: enquiries@billytong.com
Telephone: 01932 640649.
After all that – enjoy our product.
The Billy Tong Team