Frequently Asked Questions

Billy Tong currently only markets its products to the UK. We charge £6.95 to orders up to 10kgs to the Mainland UK (Highlands & Islands we charge £10.00). If you require any of our products to be shipped outside of the UK, please contact us by email on mark@billytong.com for pricing.

Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email from our courier containing a unique tracking number. You can use this tracking number via their tracking web portal to monitor the real-time status and location of your package.

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 mark@billytong.com or call us.

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 mark@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.

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 charge £6.95 to deliver within mainland UK and £10 for shipping to Highlands and Islands. We offer free shipping for order over £55 for mainland UK and £60 for Highlands and Islands. Our preferred carrier is DPD but sometimes at our discretion, we will use Royal Mail.

No, there is no minimum order value.

Yes, you can order online for collection at our Cobham shop. You cans elect this at checkout.

Most items we hold in stock, but please allow 3 days from placing your order before collecting. You might like to call us prior to ordering online as we may well be able to fulfil your order quicker.

We would also strongly advise giving us a call to confirm your order is ready for collection prior to arriving.

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: 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. We recommend calling us prior to placing the order. This would also require an additional surcharge to be paid before dispatch. Highlands & Islands, we can only do weekday deliveries.

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 using this link RETURNS.

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.

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 mark@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.

WE DO OUR BEST TO AVOID THEM!

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: mark@billytong.com

Telephone: 01932 640649.

After all that – enjoy our product.

The Billy Tong Team

We accept a variety of payment methods, which you will see on our website. Payments are placed through a safe encrypted service.

All payments are made through our payments provider STRIPE and Shopify Shop.

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

Our return policy is designed to ensure customer satisfaction. You can view our returns policy using THIS LINK

Contact us first at mark@billytong.co.uk before doing anything. We’ll arrange collection by our courier (DPD Local) from your shipping address. We will not initiate a return charge if the reason is down to Billy Tong. Please check our full T&C's by using THIS LINK

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.

1, Hollyhedge Road, Cobham, Surrey KT11 3DQ

Nearest car park is Hollyhedge Car Park, which you can access in Downside Bridge Road. Take a short 50 yard walk up towards the High Street, and you'll see our Billy Tong signage directing you to our fabulous shop.

You can also access us directly from the High Street, taking the walkway between Gails Bakery and what was The Lemon Tree Shop.

We are open 7-Days a week 9am till 5pm

Unfortunately no, we do not have the space. We just offer a fabulous arrange of South African groceries.

At the moment, we do not operate a loyalty program, but we do have Special Offers regularly. Join our mailing list to get advanced notice. Bulk discounts are normally reserved for our wholesalers. You can find out more about opening a wholesale account by USING THIS LINK

If you have something special coming up and would like to discuss a special order, then by all means, contact Mark at mark@billytong.com. Bulk orders are normally reserved for our wholesalers. Details can be found USING THIS LINK

We offer a full range of South African products. We specialise in SA Frozen products, biltong, droewors and associated products along with a full range of groceries. You can view our entire grocery product range USING THIS LINK. If you are after something special, give us a call or email Mark on mark@billyong.com

Immediate Storage After Opening

• Transfer to a brown paper bag - Never keep biltong in plastic bags after opening, as they trap moisture and cause mould.
• Consume within 2-3 days once opened if stored at room temperature.
• Store in refrigerator for up to 30 days if kept in a brown paper bag.
• Shake the bag 1-2 times daily to promote air circulation and prevent moisture buildup.
  

Optimal Storage Conditions

• Keep in a cool, dry place away from direct sunlight and heat sources.
• Maintain room temperature between 15°C-25°C (59°F-77°F)
• Avoid refrigeration for unopened biltong, as it can cause condensation and affect taste
• Store in a well-ventilated area to prevent moisture accumulation

Long-Term Storage Options

• Vacuum seal and freeze for a 6-12 months storage life
• Use oxygen absorbers when vacuum sealing (1 for up to 500g, 2-3 for up to 2kg).
• Wrap whole pieces in brown paper before freezing.
• Allow 15-30 minutes to reach room temperature before eating frozen biltong.

Moisture Prevention

• Use airtight containers only for unopened biltong to prevent air and moisture exposure.
• Add desiccant packets to absorb any residual moisture in storage containers.
• Store in glass jars with loose paper at the bottom for 4-8 weeks of storage
• Avoid humid environments like kitchens with steam from cooking.
  

Signs of Spoilage to Watch For

• Mould growth - fuzzy, dusty, or furry substances that are green, white, or grey.
• Off smells - any unpleasant or strange odours indicate spoilage.
• Colour changes - meat turning grey or green rather than red-brown.
• Slimy texture - biltong should be dry and tough, not soft or wet
• Discolouration - any unusual colour changes from the typical appearance

Handling Best Practices

• Use clean, dry hands when handling to avoid introducing contaminants.
• Slice only what you need to minimise exposure of the remaining biltong.
• Keep pieces separated during storage to prevent mould spreading between pieces.
• Regular inspection - check stored biltong periodically for any signs of spoilage

What NOT to Do

• Never store in sealed plastic bags - this prevents breathing and causes sweating.
• Avoid storing in direct sunlight or near heat sources.
• Avoid storing in humid conditions, such as damp basements or steamy kitchens.
• Never consume if showing any signs of spoilage - discard immediately for safety.

Following these storage guidelines will help ensure your biltong maintains its quality, flavour, and safety for the longest possible time while preventing spoilage and mould growth.

Long-Term Storage Options

• Vacuum seal and freeze for a 6-12 months storage life
• Use oxygen absorbers when vacuum sealing (1 for up to 500g, 2-3 for up to 2kg).
• Wrap whole pieces in brown paper before freezing.
• Allow 15-30 minutes to reach room temperature before eating frozen biltong.

Immediate Storage After Opening

• Transfer to a brown paper bag - Never keep biltong in plastic bags after opening, as they trap moisture and cause mould.
• Consume within 2-3 days once opened if stored at room temperature.
• Store in refrigerator for up to 30 days if kept in a brown paper bag.
• Shake the bag 1-2 times daily to promote air circulation and prevent moisture buildup.

Absolutely! We offer competitive wholesale pricing for businesses interested in purchasing our Biltong & Droewors products in larger quantities or in snack pack variations. Our wholesale pricing is tiered, meaning that the more units you order, the lower the per-unit cost. Check out our Wholesale page here.

Yes it is and Billy Tong are proud to announce that the Environmental Health Officer gave us a food standards rating of 5 out of 5. A FIVE STAR RATING!

What a 5-Star Rating Signifies

• Excellent Hygiene:The establishment demonstrates spotless facilities and adheres to the highest standards of cleanliness in its kitchen and premises. 
• Effective Food Safety Management:The business has strong internal procedures and systems in place to ensure food safety and is effectively managing risks. 
• Well-Trained Staff:Employees are well-trained in hygiene practices and demonstrate best practices in food handling. 
• Full Compliance:The business is meeting all legal requirements set by the Food Standards Agency (FSA).