Help:
Here you'll find a list of common questions and answers. If you can't find what you're looking for, please don't hesitate to call us. Our advisors are on hand to answer any questions you might have on 01467 629666 at the following times:
- Monday to Friday 8am - 8pm
- Saturday 9am - 4pm
- Sunday 10am - 4pm
There is a 24 hour answering service outside of these hours - please feel free to leave a message and one of our advisors will contact you as soon as they can.
Alternatively you can email us at info@donaldrussell.co.uk
Frequently Asked Questions:
1. When will I get my delivery?
We can deliver your order on any day that suits you, from Tuesday to Saturday inclusive.
Your order will be delivered any time up to 6pm on the day that you have specified. We do not specify a time but we can leave the parcel safe, it is therefore essential that, when ordering, you provide instructions for the courier, should you happen to be out when your goods are delivered. This could be an alternative delivery address such as a neighbour, or safe place to leave your box such as a patio or garage.
2. How will my order be packed?
All your goods are packed in presentation boxes (unless otherwise requested) and securely wrapped in bubble wrap. Your order is then placed in a strong, re-usable cool-box with dry ice packs which prevents warming and protects your goods from knocks and bumps. Independent tests have shown that our unique travel packs keep your order frozen (or chilled if requested) during transit.
3. Is it safe to send meat through the post?
Absolutely. Our packaging has been independently tested, and our dry ice cooling system will keep your order frozen for as long as 48 hours, and at least as long as it takes to get to you. Of course, if anything in your order has defrosted when you receive it, we'll be happy to send you replacement. Just call our customer services team on 01467 629666.
4. How much does delivery cost?
Delivery is free on all orders of £80 or more. New lower standard delivery charge of £5 for orders under £80.
PLEASE NOTE: At the present time we can deliver to the UK mainland and some EU countries - Saturday is only available in certain postcode areas on a Saturday. If in doubt please call us first to check availability and charges for EU delivery.
A surcharge of £7.00 for Northern Ireland and the Highlands and Islands.
5. What should I do if my order doesn't arrive?
If your parcel does not arrive please contact us by phone on 01467 629666 or e-mail at service@donaldrussell.co.uk. Our advisors are available to take your call until 8pm midweek, and we will endeavour to track the parcel for you.
6. Where can I find cooking advice?
We have a team dedicated in this area. Stefan Kolsch, Head Chef at Donald Russell, heads up our team of food experts, and supervises our regular tastings of all our products to make sure the quality is as good as ever. You can call for advice or e-mail a query to headchef@donaldrussell.co.uk, but you might find what you are looking in the Recipe & Guides section.
7. Do you have a shop I can visit?
We do not have a shop to browse, but if you are passing through Inverurie please feel free to come in and visit us.
