T&Cs

PLEASE READ ALL TERMS AND CONDITIONS BEFORE BOOKING. BY PURCHASING FROM GRAPE & FIG YOU THEREBY AGREE TO BOTH OUR GENERAL TERMS & CONDITIONS & OUR DELIVERY TERMS & CONDITIONS.

ORDERS
Returns

Due to the fresh and organic nature of our produce, returns of perishable goods cannot be accepted. Should there be an incorrect or faulty item in your delivery we must be informed within 2hrs of the product being received in order to offer replacements or refunds. Images of defective or incorrect items will be required.

Cancellations

Customers can cancel orders within a 2 hour ‘grace period’ after booking. Beyond this, we are unable to process cancellations. 

For larger bespoke orders (£2k +), if your order is cancelled three months (or more) before the date booked, we will issue a 50% refund. Unfortunately we do not offer any refunds for cancellations within three months of an event, only date changes if we are told well in advance and have the availability. If an event needs to be cancelled due to Covid-19 related issues the above still applies. Once a booking has moved, we are unable to move again and if cancelled no refund will be given. 

Order Changes

Customers can amend orders within a 2 hour ‘grace period’ after booking. Beyond this, we are unable to process any order changes. 

Gift Vouchers, competitions & credit  

GRAPE & Fig will hold gift voucher credit, competition 'credit' & order postponement credit for a maximum of a year, unless specified otherwise. 

Date Holding 

Due to the high number of enquiries for bespoke grazing displays, we are unable to hold dates. 

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FOOD/PRODUCTS
Seasonal Produce & Supplier Availability

As our produce and garnishes are sourced weekly and can be seasonal, they are subject to availability and substitutions. Although the majority of our menus are fixed, there may be changes season to season. We may also face supplier issues at times, and so cannot guarantee each and every product, such as figs, edible flowers and honeycomb. We will always use an alternative or use more of another product to compensate. Please refer to our menus on the website as a guide to what you can expect.

Food Handling

When products are received please keep chilled and consume that same day. It is the responsibility of the customer to dispose of the food if kept unrefrigerated beyond 4 hours, to comply with UK food standards. By agreeing to our terms and conditions the client is agreeing to dispose of any food after this set time. GRAPE & Fig will not be held responsible for any adverse reactions to our food consumed after this time. 

Dietary Requirements & Allergies

Please notify of any allergy and dietary requests at checkout, however we cannot accommodate special allergy requests due to high risk of contamination. If you or your guests/clients have a severe allergy please beware that we cannot guarantee if a product is completely free of traces of the main 16 allergens listed below:

Celery
Cereals containing gluten (including
Wheat, rye, barley and oats)
Crustaceans
Eggs
Fish
Lupin
Milk
Molluscs
Mustard
Tree nuts (including almonds,
Hazelnuts, walnuts, brazil nuts,Cashews,
Pecans, pistachios and macadamia nuts)
Peanuts
Sesame seeds
Soybeans
Sulphur dioxide and sulphites

GRAPE & Fig are not responsible for any adverse reactions to our food if we have not been forewarned of any allergies or dietary requirements in the booking process.

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DELIVERY

PLEASE READ ALL DELIVERY TERMS AND CONDITIONS BEFORE BOOKING. BY PURCHASING FROM GRAPE & FIG YOU THEREBY AGREE TO OUR DELIVERY TERMS & CONDITIONS BELOW.

LOCAL HAND DELIVERY

How do you deliver?

Our products are made fresh on the day and are extremely delicate, therefore are not suitable for overnight courier delivery and need to be hand-delivered (or collected from our HQ!). We hand-deliver within most of the M25 and surrounding counties- please see below for a list of postcodes we serve. 

ALL London Postcodes : EC, WC, E, N, NW, W, SE, SW 

ALL of IG, RM, SS

PARTS of CM, DA, BR, CR, EN, SM, KT, TW, UB, HA

Please use our delivery checker on the website to see if we hand-deliver to you. 

Where do you Deliver?

We hand-deliver to most postcodes within the M25 and surrounding counties including Essex, Kent, Surrey, Sussex, Berks, Bucks and Herts. If you are outside of our delivery zone send us an email and we will do our best to help you!

When do you Deliver?

Our daily delivery times are between 8am and 6pm. Your product/s can arrive at any time within this delivery window. We can deliver before midday for an additional cost of £15. We can deliver for a specific time for an additional cost of £60.

How much is delivery?

We are a Greater London (RM1) based company. Our products are made fresh on the day and are extremely delicate, therefore are not suitable for overnight courier delivery and need to be hand-delivered with care. We charge £5-£30+ delivery costs depending on location from our HQ. 

How does delivery work?

At checkout we offer one standard delivery window (between 8am- 6pm). We are unable to offer delivery windows or specific delivery time requests, but will of course let you know if there are any extended delays. Please be aware that if delivery is a little earlier than you need in the day, most products are the perfect size to pop into the fridge until needed.

We use reliable couriers who will hand deliver the product to you, but we are not in control of external factors such as traffic and travel diversions. We aim to meet delivery times but during exceptionally busy periods deliveries may take a little longer. Occasionally tech updates to systems or force majeure events, such as extreme weather conditions, will mean that these delivery times need to be extended, 

Do I need to be in to accept my delivery?

Yes, the customer needs to be readily available to receive the product. If the courier needs to park and pay in order to deliver, GRAPE & Fig will charge back the client these costs.

What is your policy if there is no one to receive the product?

Delivery will be attempted by the driver. If no one is in, the package will be handed to a neighbour. Failing that, delivery will be left in a safe place. This is because fresh food product cannot be couriered back to HQ. GRAPE & Fig is not responsible for the product once left in a safe place or with a neighbour.

What if my purchase is a gift?

The above still applies. 

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BRAND & CORPORATE DELIVERIES  (10 PRODUCTS+)

ALL OF THE ABOVE STILL APPLIES, APART FROM COSTS AND THE BELOW:

GRAPE & Fig do not handle logistics of external couriers for multi-delivery/bulk orders. We are more than happy to recommend a courier service to you but we prefer the client to handle delivery logistics including collection from our HQ In Greater London (R11).

We can make an exception and organise the collection of product from our HQ, and communicate the delivery addresses to a preferred courier provider. In these cases we simply charge the flat delivery fees back to our clients via invoice.

In these cases, the shipping/courier company is a separate entity from GRAPE & Fig and the responsibility of the (often fragile) products ends with GRAPE & Fig from courier collection point. GRAPE & Fig  do not charge clients for tracking, logistic enquiries or resolving delivery issues during and after delivery period. For any problems related to shipping and lost/stolen/missed/damaged deliveries, GRAPE & Fig can provide clients with courier contact details. Once our products leave our HQ if any issues or problems occur, it’s the clients responsibility to resolve directly with the courier.

GRAPE & Fig cannot accept liability for products spoiled due to missed deliveries or deliveries rescheduled outside of the 24 hour shipment window. This also includes missed deliveries for customers who have ordered delivery to their place of work, but have not stayed long enough to accept the deliveries that have been attempted in the evenings. Customers are strongly advised to be present for deliveries as a signature is required upon acceptance of the package .

If a client requests a full or partial refund due to any delivery issues, this needs to be taken up directly with the courier company. GRAPE & Fig  are more than happy to provide replacements for any product, which are chargeable.

Deadlines for delivery addresses submission to GRAPE & Fig is strictly 72 hours before we start making product. If we receive addresses outside of this window, agreed deliveries are not guaranteed.

OVERNIGHT SHIPPING

UK Mainland Nationwide overnight delivery available for select products only using an overnight courier service. We only ship on a Wednesday and/or Thursday. For our overnight delivery products please note that you are choosing your preferred delivery date at checkout, and this isn’t guaranteed. GRAPE & Fig does not deal with delivery logistics for overnight deliveries, therefore once our products leave our HQ if any issues or problems occur, it’s the cusrtomers responsibility to resolve directly with the courier. Please note that within the overnight parcels industry it is an accepted business risk that a very small percentage of consignments fail, incidents of late delivery and misroutes (via a third party) are more common than those of a same day courier service especially those that are of a time-critical nature. It is not GRAPE & Fig’s responsibility to ensure that parcels arrive on time. Our delivery packaging guarantees items will remain food safe for 24 hours (our strongly recommended shipment window). Customers are advised to remove the products from their packaging and to refrigerate products ASAP after receipt of delivery (we would also recommend unwrapping the cheeses and placing in a sealed container to maintain freshness, if applicable).

UK Nationwide overnight delivery available for select products only is FREE. For FRAGILE or pre-10am/midday delivery, this is extra (for bespoke/brand/corporate orders only). 

For UK Nationwide overnight delivery available for select products only, GRAPE & Fig will send the product in the post and will have tracking available to share, should there be any issues. 

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SOCIAL MEDIA

Unless our clients/customers explicitly ask us not to use images taken at their event, we reserve the right to use them on our social media platforms.