Terms and conditions
Payments must be made strictly within 28 days unless otherwise stated.
Payments can be made by cheques made payable to Shepcote and by Debit or Credit Cards.
Customers wishing to pay by bank transfer please use the following details.
Bank Name: Lloyds TSB
Bank Address: 15 Market Place, Driffield, YO25 6AH
Account Name Shepcote Distributors Limited
Sort Code 30-12-86
Account No. 00024087
Many of our products are naturally grown and harvested and although every care and attention has been taken to ensure no foreign matter, shell, pit, stone or mineral stone remains, our specifications do include tolerances for these. Specifications can be requested from our sales office. For the reasons given above we cannot accept any claims for damages resulting from foreign matter within our specification tolerances.
Your privacy is important to us, so we’ll always keep your details secure. We use your details to keep in touch about things and products that may be relevant to you.
What we collect
We may collect the following information:
Name and job title
Contact information including email address
Demographic information such as postcode, preferences and interests
Other information relevant to marketing and customer surveys
Any other personal information that you choose to send us
What we do with your information
We require this information to understand your needs and provide you with a better service.
Details we collect are used for:
Internal record keeping.
To process your orders, invoicing and to provide an after service sales service. We may pass your details to another organization to supply / deliver products or services you have purchased and / or to provide after sales service.
We may use your email address to send you information in relation to No.1. We may send promotional emails about new products, special offers or other information which we think you may find interesting. You have the option to opt in / out.
Card payment transactions are processed using a secure Third Party Virtual Terminal. Card details are taken and are inputted into the terminal by a trained member of staff. We do not store credit or debit card details nor do we share customer financial details with any 3rd parties. Repeat orders will require the customer to submit their Card details each and every time a payment is made. No member of staff is allowed to store Card Details and in the event of a customer offering card details for future use this will be refused.
We use a third party credit reference agency for credit assessment purposes. We regularly carry out credit reference searches, these are for the credit information purposes only, and may be carried out on both your organisation and its principals. The credit reference agency may also keep a record of our enquiry and share that information with other businesses that may also make enquires about your organisation and principals. This does not affect your statutory rights.
You have the right for us to provide you with any personal information we hold about you. There is a charge of a ‘reasonable fee’ for this and we would look to provide you with this information within the space of 1 month’s time.
I am interested in placing an order, how do I do that?
Our offices are open from 8am – 5pm Monday – Friday (excluding Bank Holidays), where we will always have a friendly member of staff ready and waiting to take your order. To place an order, please call either our Freephone number: 0800 328 3279 or main office number: 01377 252 537 and one of our sales team will be happy to take your order. Please ensure you have all the relevant details regarding the products you would like to purchase, as this will speed up the process!
Is there a minimum order?
Yes and no! We provide a no minimum order for deliveries inside of our delivery range. But for all orders outside of that, we will send via carrier, which have to meet a minimum order amount for the delivery to be free. If your order does not meet the minimum order, a carriage charge will be added.
Can I collect an order, or do they have to be delivered?
Absolutely! You are more than welcome to collect an order that you have placed. Simply state when you are making your order that you would like to collect along with the time and date, and we will endeavour to meet that deadline.
Is there a lead time on orders?
On our general goods, orders need to be placed before 5pm two days prior to the delivery day (e.g. Wednesday delivery, please send your order by 5pm on the Monday).
For our Cake Decorations, due to them being manufactured using natural colours we do require a 2 week lead time.
Our Marzipan Fruits (dependant on time of year and quantity wanted) we would appreciate orders being placed with as much advanced notice as possible for us to be able to meet your order. To discuss this further, please either email: email@example.com or call on 01377 252 537.
I am a regular Shepcote customer; do I have to call in every single time to place an order?
Not at all, we are fully aware that a phone call might not be the easiest thing during the busy periods. You can send all orders to firstname.lastname@example.org, where they will be processed the exact same way as a phone call order would be.
I made a mistake on my order/ I want to add to my order, how can I change it?
We understand that these things happen at Shepcote, so for a change to be made to your order, please get in touch as soon as possible! We will not charge you for changing an order, if we are warned in good time, and we will work our hardest to delivery your order as you would like it.
I live overseas; can I still purchase your products?
Yes, you can most certainly purchase our products, but we cannot ship them to you ourselves. You are more than welcome to arrange a collection for shipping, or we can also deliver to an agreed warehouse in the UK where you can then ship the product yourselves. Minimum orders must be agreed and met for this to happen.
Is there a return/damaged goods policy?
Yes, should you be dissatisfied with the quality of our product, you should contact the office within 5 working days or receiving your delivery so that return arrangements can be made. Returns outside of this 5 day window will only be accepted under exceptional circumstances.
If any products that arrived are damaged, please do let somebody at the office know, as we will advise what to do with this product and a credit note will be arranged.
What forms of payment do you accept?
We accept payment by debit/credit card, cheque or bank transfer. Please telephone your card details to 01377 252 537 and cheques should be made payable to the following:
Account Name: Shepcote Distributors Limited
Sort Code: 30-12-86
Account Number: 00024087
I am interested in one of your products, am I able to get a sample?
Certainly! We are happy to provide samples of our products, simply call into the office or enquire with your sales representative and we will get a sample sent out to you.
The price I paid for a product isn’t the price quoted in the price list, why?
All goods are subject to availability and price fluctuations will come in with immediate effect. Sadly we cannot control external factors that affect the products that we sell. If you have placed an order including a product that has increased/decreased in price, we will be in contact immediately to see what you would like to do with your order.
Is it possible to put my own label on my ordered products?
Yes. We are able to package products with your own labels, however, to be able to do so, you will need to send us a Jpeg image for the label to be generated. From your Jpeg a label will be created and sent back to you for approval and any adjustments will then be made. This could take up to week or more so make sure you leave us plenty of time for your order as we cannot begin to pack it until the label has been approved and printed.
I don’t want to order a whole case of a product, are part cases available to order?
We do offer part cases on some of our products such as our Marzipan Vegetables. These products are identified in the price list at the bottom of the page. A 5% surcharge is applicable on part case orders.
Do you offer Contract Packing?
Yes, we can offer contract packing however it depends on the volume of the product. For more information please contact the office by email: email@example.com or call on either our Freephone number: 0800 328 3279 or main office number: 01377 252 537.
I would like to order a product that is a bit different to what is available, how do I go about this?
We can offer bespoke products such as cake decorations and mixed fruits as well as many more. However, it is best to call the office to discuss what you are after so we are able to calculate a cost and organise sample sessions if necessary. Please contact us by email at: firstname.lastname@example.org or call us on either our Freephone number: 0800 328 3279 or main office number: 01377 252 537.