Delivery policy and Refunds
Every attempt will be made to deliver your order within 48 hours. If we are unable to meet this deadline we will notify you and confirm delivery as accurately as we possible can. Should we attempt to deliver and there is no-one to accept the delivery we will bring the item(s) back to our warehouse and leave a delivery note.
Once a delivery has been signed for it is no longer the responsibility of Prestige Food and Wine Ltd.
Shipping costs are calculated by *weight. To ship a small package up to 2kg costs £3.50. Packages up to 5kg cost £6.50. Packages up to 20kg cost £9.00. Packages up to 25kg cost £11.50. Packages up to 30kg cost £14.00. Above 30kg £20. Prices include VAT. Delivery time for small packages (up to 2kg), is 2-5 days. All other deliveries up to 48 hours.
*Product weight is the 'actual product' weight; ie, including packaging.
Our policy lasts 14 days. If 14 days have gone by since you have received the goods, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
There are certain situations where only partial refunds are granted: Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
Refunds (if applicable)
Once your return is received and inspected, one of our advisers will be in contact with you to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at or call us on 020 8099 3949.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at and send your item to: Unit 10, Fairway Trading Estate, Green Lane, Hounslow TW4 6BU.
To return your product, you should mail your product to: Unit 10, Fairway Trading Estate, Green Lane, Hounslow TW4 6BU.
You will be responsible for paying for your own shipping costs for returning your item if the return was not depending on our fault. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.