NEED HELP WITH YOUR ORDER?
Please email our customer service team on: orders@carluccios.com
Monday to Friday: 9am – 8pm
Or call us on 020 3832 7231
Further details can be found on our website: Contact
WHAT PAYMENT METHODS CAN I USE?
The following payment methods are accepted on Carluccios.com: Visa, Mastercard, American Express, Maestro, Discover, Diners Club, and UnionPay debit and credit cards.
We also accept some express payment options, including PayPal payments.
DELIVERY AND DELIVERY COSTS
FREE standard UK delivery on orders over £50.
Standard Delivery – £3.95.
The cut off is 2pm Monday to Friday for same day dispatch.
We use a 48-hour service, scheduled to arrive 2 business days from dispatch, providing the order is received before 2pm.
Orders received after 2pm will be dispatched the following business day, and will then be sent on our 48-hour service, to be received 2 business days from dispatch.
We do not dispatch at weekends and Saturday and Sunday are not classed as business days.
Especially at peak times, please allow up to 4 business days for delivery.
Express Delivery - £7.95.
The cut off is 2pm Monday to Friday for same day dispatch.
We use a 24-hour service, scheduled to arrive 1 business day from dispatch, providing the order is received before 2pm.
Orders received after 2pm will be dispatched the following business day, and will then be sent on our 24-hour service, to be received 1 business days from dispatch.
We do not dispatch at weekends and Saturday and Sunday are not classed as business days.
Especially at peak times, please allow up to 3 business days for delivery.
If something happens which affects the estimated date of delivery, we will provide you with a revised estimated date for delivery. If there is a risk of substantial delay you may contact us to cancel your order and receive a refund for any products that you have paid for but not received.
Do gift physical vouchers also get sent via courier?
Our standard dispatch and courier rules apply to physical gift vouchers.
Do you deliver to offshore UK or to British Forces Post Office (BFPO) and military bases?
Yes – we deliver to Scottish Highlands & Islands, Northern Ireland, Isle of Man, the Channel Islands, BFPO and Military Bases.
If you are ordering for these locations, please mention this in the “Order notes” section in the checkout and include a telephone number should our courier have any problems.
Do you deliver to international (non-UK) addresses?
Unfortunately we are unable to deliver outside of the UK, other than to BFPO and Military Bases.
Are any locations excluded from next day delivery?
Yes – the following postcodes are currently excluded from Next Day Delivery:
All GY – Guernsey
All JE – Jersey
All BT – Northern Ireland
All IM – Isle of Man
TR21 – TR25 – Scilly Isles
Scottish Highlands
FK17-99
G83
IV1-28, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, AB36-38, AB55-56 and All IV
Scottish Islands
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
BFPO
Military Bases
Delivery will take place at the address specified by you when you placed your order with us. If nobody will be available to take delivery, please contact us using the contact details at the top of this page.
CANCELLATIONS, RETURNS AND REFUNDS
Cancellations and order amendments prior to dispatch
Unless stated otherwise in the item description, you may cancel your order for a full refund, so long as the goods have not yet been dispatched. Please email the customer service team on orders@carluccios.com. or call us on 020 3832 7231
If your item has been dispatched we ask for it to be returned in its original packaging and will offer you a refund as outlined in the “Refunds” section below.
If you wish to make a change to your order prior to dispatch, please contact us. We will let you know if the change is possible prior to the order being dispatched. If it is possible, we will let you know about any changes to the price of the product, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change. If we cannot make the change or the consequences of making the change are unacceptable to you, you may want to cancel your order (see below).
Returns, Refunds and Cancellations after dispatch
At Carluccio’s we want you to enjoy everything you buy from us.
So if something is not right, we will be happy to offer a refund for returns made in accordance with the terms below.
You have the right to cancel an online order within 14 days of receiving your goods. If your order is sent in multiple deliveries, the cancellation period ends 14 days after you receive the final item.
To exercise the right to cancel, please contact us before the end of the 14-day period to inform us of your decision to cancel this contract by a clear statement using the contact details at the top of this page.
After you tell us you wish to cancel, you then have a further 14 days to return the goods.
For help in regard to a specific order, please email the customer service team on orders@carluccios.com or call us on 020 3832 7231.
How to make a return
Please make sure that anything you would like to return is unused, in a saleable condition, with any labels still attached and in its original packaging.
Customers are responsible for the costs of returning items to us unless the goods are faulty.
If you have received faulty/damaged products or the wrong product, you should notify us as soon as possible to arrange return of the products for a full refund. Any such refund will include all postage and packaging charges which you have reasonably incurred.
The parcel must be returned to the address below:
Carluccio’s, York House, Wetherby Road, York, YO26 0EX
The parcel is the customer’s responsibility until it reaches the warehouse. You are advised to obtain a proof of postage receipt.
Refunds
We will refund or exchange any item you are not completely happy with when you advise us within 14 days of the item being delivered to your nominated address and then return it to us in a saleable condition within a further 14 days.
Once we have accepted your returned items, we will reimburse the price you paid to your original credit or debit card or e-voucher.
Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.
Additionally any complimentary promotional gift given with an order must also be returned if you are returning those goods to which the gift related.
Substitute Items in Hampers
If, due to unforeseen circumstances or in the event of supply issues, we may substitute an item within a hamper. The substitute product will be of equal or greater value than the original product listed, at no extra cost to you.