Frequently Asked Questions

Here you will find answers to our most commonly asked questions regarding everything from ordering and delivery though to the preparation and cooking.


If you do have a question that we have not covered below please do not hesitate to contact us online;

Contact us
info@donaldrussell.co.uk
Facebook
Twitter

Alternatively you can speak to an advisor on 01467 629666


Ordering

Ordering OnlineHow do I order online?
It's easy to order online, see our How to Order page for a step by step guide.


Can I order using another method?
Of course! You can order by phone on 01467 629 666. Our lines are open 8am - 8pm Monday to Friday, 9am - 4pm Saturday and 10am - 4pm Sunday. You can also order by fax, email or post, see our How to Order page for further details.

I have a promotional code - how do I use it?
It’s best to enter the whole website address, including the code, into the address bar i.e. www.donaldrussell.com/abcd1122 or enter the code into the search bar in the top right of the Donald Russell home page. You can also enter the code in the “Offer Code” section in the first page of the checkout process. If you have any problems, please call and speak to an advisor on 01467 629 666.


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 on 01467 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


PackagingWill my order arrive frozen?
All orders will be dispatched frozen unless otherwise stated. Please note frozen and chilled orders cannot be delivered in the same box.

Can frozen meat be high quality?
Yes - especially at Donald Russell. Once your meat has reached the perfect point of maturation, we cut, vacuum pack and professionally shock-freeze it to lock in the flavour, freshness and quality. The extremely low temperature preserves the meat naturally, at its best, so that when you defrost and cook your product, the quality is as high if not higher than the majority of fresh meat.

Can I get my items chilled?
We can deliver some items chilled. Please speak to an advisor for more information on 01467 629 666.

How will my order stay frozen? Will it defrost?
Your order will arrive packed for perfection with dry ice, in a reusable insulated coolbox, so your goods will be protected and kept at the perfect temperature, ready to be popped in your home freezer. The dry ice we use has been independently tested to keep your order frozen (chilled if requested) for up to 48 hours from the time of dispatch.

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. If your order arrives defrosted, or if you have any queries regarding packaging, please contact our customer service team on services@donaldrussell.co.uk or call 01467 629 044.

How long can I keep my items frozen?
When your items arrive, check them against your invoice and then freeze immediately. As a rough guide, beef, pork and lamb products can keep in the freezer for up to 2 years from the date of cut; sausages around 1 year and bacon approximately 6 months. We would always recommend you go by the expiry date as displayed on each individual items packaging and to reorganise your freezer regularly, moving shorter shelf life goods to the top/front.

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.

What can I do with my poly box?
Our poly boxes can be reused in a variety of ways, from cool boxes for impromptu barbecues, plant boxes, garden kneelers...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

Stefan Kolsch and Liz Webb test products in the on-site kitchenHow 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.

Where do you deliver?
We can deliver to any UK address (not P.O Boxes) but some locations may have special delivery requirements. We can also deliver a selection of products to some countries in the EU and have recently launched www.donaldrussell.de in Germany. Please call an advisor for further details on 01467 629 666.

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.

Can I order meat to be delivered as a gift?
Yes you can. We can deliver to a friend or family member and can add a gift message at no extra cost. A copy of the invoice will NOT be included in the order, but will be sent to you directly. Please be advised you will need to leave delivery instructions should your recipient be out and it is best to advise them they will be receiving a delivery!

Do you do gift vouchers?
Currently our gift vouchers are only available for purchase and redemption over the phone. Please contact our team on 01467 629 666 to buy or redeem your voucher.

My order has not arrived, what should I do?
If your delivery has not arrived by 16.00 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

Grass-fedWe 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.

How are your star ratings decided?
Our product star rating system is generated by genuine customer reviews. The ratings are based on service, quality and taste and are published on a monthly basis.