Firstly, 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 firstname.lastname@example.org 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 usually aim to dispatch within 3 to 5 working days of receiving an order. This can frequently be as quick as 24 hours but is dependent on the stock held for your order.
We are, of course, fully aware that our customers want their product as soon as possible (it’s fantastic, so we don’t blame them!). As a customer-focused company, it’s essential to us that the delivery of the product is timely on all occasions. However, these times should not be construed as a contractual commitment, as many factors outside of our control can create a delivery delay.
We use a mix of delivery organisations to fulfil the delivery of our product, and these will include Royal Mail and courier companies.
Factors that influence delays can include payment clearance, transport issues such as inclement weather conditions, road closures and leaves on the tracks (tongue in cheek, but we still find that hilarious!), system failures to do with computers and the internet, and yes, good ole human error. Billy Tong cannot accept liability for direct or consequential loss or damage caused by said delays.
Because of the perishable nature of our products, timely delivery is essential. For any orders that we ask the Royal Mail to deliver, we will, where possible, dispatch in a form that will allow delivery into your post box, thus removing the need for a signature.
However, because of the nature of the product, this is not always possible, and some Royal Mail deliveries require someone to accept the package. If not, it will be returned to their sorting office for collection by the customer. We advise claiming your goods as soon as possible because of the shelf life of the product.
Couriers can be more flexible and may leave parcels in a safe place or with a neighbour. However, it is, of course, up to the driver’s discretion as he will take the blame for ‘non-delivery’ in the event it goes missing. Please be aware that if there is no one to accept delivery and it is left elsewhere, no liability is accepted for their loss or damage.
In the rare case that a re-delivery has to be attempted, there may be an additional delivery charge levied by the delivery organisation. This is outside of our control and will not be accepted as a reason to cancel the order.
Sometimes, it might be more prudent to deliver your order to a work address. This comes with a warning, be prepared to have it all consumed by your work colleagues before you leave for home!
The overriding concern in all of this is to be aware of the shelf life of the product. The ‘Best Before’ date is guidance, and in our experience, our biltong is eaten well before that date arrives!
‘Best Before’ also relates to correctly storing the product once it arrives. ‘Steaming hot’ days are not conducive to keeping biltong fresh, so it is essential to store your biltong in a cool place when necessary.