Having a problem ordering online? See our How to Order page for a step by step guide. How do I change an item I've bought online? If you need to change or amend your order we can do this provided we have sufficient time to do so. Please contact us online as soon as possible or speak to an advisor on 01467 629 666
How do I cancel an order I've made online? If you need to cancel your order please contact us online as soon as possible or speak to an advisor on01467 629 666.
How to I leave delivery instructions and what if I need to change them? We do have options for delivery instruction on our online checkout and if you need to go out on your elected delivery date you can select instructions for our couriers to leave your parcel somewhere safe. If you do not have a secure place for the parcel we can deliver to an alternative address.
In the event that you need to change your delivery instructions please contact us online as soon as possible or speak to an advisor on 01467 629 666
How do I know your site is secure? The site is protected by Thawte, meaning we comply with the strongest identity authentication standard available today.
Why can't I remove my card details? Card details are not stored on the site. A token system is used so that your details remain safe with our secure online payments partner Commidea.
If you are not able to remove or edit you card details and would like to then please contact us online or speak to an advisor on 01467 629 666
Packaging
How will my order stay fresh? All of your items will be vacuum packed (unless otherwise stated), this high grade packaging prevents against freezer burn and will keep your items in perfect condition until you are ready to enjoy them.
Will my order arrive frozen? All orders will be dispatched frozen (unless otherwise stated, please note: frozen and chilled orders can not be delivered in the same box). We will pack your order with dry ice which has been independently tested to keep your order frozen (or chilled if requested) for up to 48 hours from the time of dispatch. If your order arrives defrosted then please contact our customer sevice team on services@donaldrussell.co.uk or call 01467 622044
Cardboard packaging - Can I recycle it? Where appropriate some of our products will be packed in cardboard boxes made from recycled packaging. This protects your goods during transit and can be recycled with your household cardboard.
Can I return my poly box? Sadly we are unable to take back the boxes but please see our Green Champion page for ideas and tips on how you can recycle and re-use your box.
How your order will arrive
See how your order will arrive after despatch from Donald Russell HQ
Delivery
How much do you charge for delivery? Standard UK Mainland delivery is £5 on orders under £80 and for orders over £80 delivery is always free. Please see our delivery page for full details of the costs for specific locations.
What time will my order arrive? Your order will be delivered between 8.00am and 6.00pm on the date you choose. We can't give you an exact time for delivery, however we do have a guaranteed AM delivery option for most UK mainland postcodes on week days
Where will my order be delivered if I'm out? We do have options for delivery instruction on our online checkout and if you need to go out on your elected delivery date you can select instructions for our couriers to leave your parcel somewhere safe. If you do not have a secure place for the parcel we can deliver to an alternative address.
You can also arrange delivery to your workplace, or to a neighbour or friend if it's more convenient, at no extra charge.
My order has not arrived, what should I do? If your delivery has not arrived by 17.30 on the requested date please call our team on 01467 629 666 and they can track your order.
For more information about delivery, please see our delivery page
Our Products
We never compromise on quality, but how do we ensure our products are up to scratch? Taste tests are our secret weapon when it comes to guaranteeing the quality of our products, we cook our products in the development kitchen on a daily basis.
How do you select your meat and where is it sourced from?
All Donald Russell meat is sourced, where possible, from local suppliers or reputable farms across the U.K by our experienced team of buyers.
Regular and unannounced inspections from recognised monitoring bodies (Quality Meat Scotland & Scottish Executive Environment & Rural Affairs Department) are the best way to uphold our stringent measures.
What if I am not happy with the quality of my products? We know that all the hard work and dedication we put in at our end guarantees one thing - the best quality, best value food you've ever tasted. And that's exactly why we offer a no quibble money back guarantee on all our products if you've ever tasted better.
Please contact an advisor on 01467 629666 if you are not happy with the quality of your products.
Having a problem ordering online? See our 
How will my order stay fresh? 
How much do you charge for delivery? 
