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Winner LUX Magazine Awards 2022 – Best Authentic Biltong Provider – Surrey

Email us at enquiries@billytong.com

Customer Help

Our happiness team is always here to assist.

Common purchase queries answered

Orders and Shipping

Click on the ‘My Account’ icon at the top of the page (or use THIS LINK) You will be prompted to select a username and a password, followed by the completion of some details we require to open your account.

Keep your username and password safe so you can login and make changes.

PLACING THE ORDER

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.

DELIVERY TIMES

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.

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 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.

All payments are made through our payments provider STRIPE.

All card details are kept with them through strict encryption. Billy Tong does NOT hold credit card information on our servers.

Under current UK legislation, meat products do not carry a sales tax levy.

Therefore, we do not charge a sales tax on our products.

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.

If you need to return an item

Returns

Our full policy can be found and read using THIS RETURNS LINK

Yes, sometimes we can get it wrong and send out the wrong product. It doesn’t happen very often but if it does, send an email to admin@billytong.com.

Give us your order number and best contact number.

We’re be on it really quickly and one of us will email, message or call you to sort it all out.

When your order leaves us here at Billy Tong, it will be in perfect condition…trust us.

If the courier or postal company has damaged your order, then check out the returns policy we’ve put together above under ‘What is your returns policy.

You’ll be given exactly what to do right there. 

We’re a good bunch of guys and we’ll get it all sorted for you.

You won’t. We’ll arrange collection by our courier (DPD Local) from your shipping address.

Very rarely, we might ask you to post back to us (we’ll refund don’t worry), and we’ll give you the address to use.

Email us at enquiries@billytong.com or call us direct on 01932 640649.

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.

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.

CANCELLATION

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.

Free UK Mainland Shipping

Highlands & Islands Charge £5.50

Money Back Guarantee

We stand by our products

Food Standards Rating

EHO rating of 5 out of 5

100% Secure Checkout

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