Delivery, tracking and returns
Everything about getting your biltong to you, and what we do if something goes wrong.
Delivery options
We send with Royal Mail. At busy times, such as Christmas, or if Royal Mail is delayed, delivery can take up to 5 working days. These are estimates, not guarantees.
Delivery, tracking and help
Free standard delivery
On every single UK order. It usually takes 2 to 4 working days to reach your door. Express is £5.95 (or completely free over £50) and takes 1 to 3 days. Get your order in by 12pm for same-day dispatch.
Tracked every step
We'll send an email the second your box leaves our hands. If it hasn't arrived within 5 working days, just drop us a note and we will track it down for you.
Product Arrival Guarantee
Damaged, wrong, or missing? You have 30 days to let us know. Just contact us with your order number, and one of our team will get straight back to you.
Good to know
Delivery and returns, answered
How do I track my order?
We email you a tracking link when your order is dispatched. Check your inbox and junk folder for an email from us. If you cannot find it, ask in the Chat box at the bottom right with your name and order number, and we will send it again. If you have an account, you can also see your orders when you sign in.
What if my parcel is late?
Check your tracking link first. If your order has not arrived within 5 working days, ask in the Chat box at the bottom right and a person will track it for you. If it is lost in transit, we replace it.
Can I change or cancel an order after I have placed it?
Ask in the Chat box at the bottom right with your name and order number and we will do our best. Orders placed before 12pm Monday to Friday usually go out the same day, so be quick. Subscriptions can be paused, skipped or cancelled with the Manage Subscription button in your subscription emails.
What if something is damaged, missing or not as described?
Tell us within 30 days with a photo and we will put it right. Each box page lists exactly what should be inside.
Can I send it back if I change my mind?
Yes, within 15 days if it is unopened. You pay the postage back. Food that has been opened cannot be returned unless there is a problem with it.
Do you deliver outside the UK?
Delivery on this site is for the UK. Ask in the Chat box at the bottom right if you would like to ask about anywhere else.
Ask our assistant
It is the quickest way to get an answer, and the best place to start with a question about your order.
It is an automated assistant, so it cannot give health or medical advice. If something is wrong with your health or with the product, say so in the chat and it goes straight to our team. For anything urgent about your health, call NHS 111, or 999 in an emergency.
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Delivery and trackingHow long it takes, what it costs and what to do if it is late.
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Damaged, wrong or missingWhat to do, and what we will do to put it right.
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SubscriptionsHow to skip, change or cancel.
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Our biltongFlavours, sizes and where to start.
Still need a hand?
Tell us your order number and what is wrong, and a real person will reply.