FAQs

General

  • Do you do bespoke and/or branded packaging?

    Yes. Simply contact us at hello@indiefude.com to tell us your requirements. Visit our corporate page for a flavour of some of our past case studies http://www.indiefude.com/corporate/.

  • How will my items arrive?

    Your gift will be hand-wrapped in kraft fluted card, sealed with designer masté tape, and placed lovingly inside an Indie Fude designer heavyweight cotton tote bag. This will then be inserted into our large and sturdy Indie Fude mailing box filled with eco-friendly wood-wool to protect your goodies.

    If you have ordered chilled goods the items will come packed in a Wool Cool pouch surrounded by coolant, for more info: https://www.woolcool.com/food/standard-range/

    For hamper specific gifts, goods will be despatched in our kraft corrugated hamper trays, set in eco-friendly wood-wool and sealed with a acetate lid. Each hamper tray will come along with a gift card and bow.

Ordering

Payments

Delivery

  • Home Delivery, where do you deliver to?
    You can enter your postcode on our website and it will tell you if we deliver in your area and when. If your home address is not included in our delivery area, maybe your work address is. If we deliver to you that’s great! We hope to widen our delivery area as the business grows, so if we do not yet deliver to your area please leave us your email address and we will contact you if we start to deliver to your area.
  • Can I track my order out for delivery?

    Each order will receive it’s own unique tracking number (via email to you) that can be used on the DPD Ireland website. We encourage all our customers to register with DPD Parcel Wizard in order to receive up-to-the-minute SMS tracking details, as well as allowing the customer to alter delivery times, details etc.

    We encourage all our customers to ensure that if their parcel is being gifted that it is sent to a business address or occupied during the day address.

    Also, we want to ensure that you get your goodies safely, so all our deliveries via DPD Ireland must be signed for.

  • Who delivers your parcels?

    The majority of our deliveries are through DPD Ireland couriers.

    For items within the UK, we may occasionally use Royal Mail parcel services for expedicancy purposes, for EU mainland and other international addresses, we may occasionally use other internationally recognised courier services for expediancy purposes. All tracking details will be provided.

  • What are your delivery charges?

    N. Ireland – £4.95  / €5.95 (Home Delivery £3.95)

    Rep. of Ireland – £5.95 / €6.95

    UK Mainland – £7.95 / €9.95

    UK Offshore (Channel Islands, Isle of Man, Scilly Islands, Scottish Highlands & Islands) – £19.95 / €24.95

    EU Mainland (France, Netherlands, Luxembourg, Germany, Belgium, Austria, Denmark, Czech Rep, Poland, Slovakia, Hungary, Lithuania, Slovenia, Spain, Sweden, Estonia, Latvia, Italy, Finland, Portugal) – £29.95 / €34.95

    If you have a special request outside of these regions or an expedited or timed delivery, e-mail us at hello@indiefude.com and we’ll get you a quote.

    For chilled products a £2.95 / €3.95 charge will be automatically added to the delivery total at checkout to allow for a Woolcool pouch, our preferred chilled sustainable packaging solution.

  • What happens if the recipient isn't at home?

    All orders require a signature on delivery. It is the senders responsibility to ensure a signatory is at the delivery address to take receipt of the parcel. In the event of no-one being at the address to take receipt of the gift, our courier will leave a card which gives information on how to re-arrange delivery, or how to collect the gift from their nearest delivery depot. At this point it then becomes the responsibility of the recipient to arrange for the collection or delivery of their parcel.

  • Will you always deliver on the date requested?

    We will always do our utmost to deliver on the date requested from January-November. If we are unable to do so we will contact you. During the Christmas period we will endeavour to deliver on the date requested. However, due to the large demand for our service at this time of year we may opt to deliver prior to the date requested so that any problems can be remedied before Christmas Day. Over the remainder of the year we will do everything in our power to deliver on the day requested.

  • Will my order be delivered in 24 hours during December?

    Due to the immense volume of orders at Christmas time we are not able to offer a 24 hour turnaround. We will be dispatching hundreds of order every week-day, and will do everything in our power to deliver as close to your requested delivery date as possible. We will notify you of the delivery date, and send you a tracking code via email.

  • Delivery Terms & Conditions

    We endeavour to dispatch orders within 24 hours of receipt (week days only January to November). Orders must be received by 3.30pm to guarantee next day dispatch.

    Once your order has been dispatched we will notify you by email. You will also receive a parcel tracking number which can be used to trace your parcel via the courier’s website.

    All orders require a signature on delivery. It is the senders responsibility to ensure a signatory is at the delivery address to take receipt of the parcel. The courier will not be able to “leave safe” or “with a neighbour”. In the event of no-one being at the address to take receipt of the gift, our courier will leave a card which gives information on how to re-arrange delivery, or how to collect the gift from their nearest delivery depot. At this point it then becomes the responsibility of the recipient to arrange for the collection or delivery of their parcel. If not collected, or if no delivery arrangements are made within 3 days, parcels will be returned to us. Should you wish for a new delivery attempt to be made, it will be necessary for a new delivery charge to be applied, and charges will be applied for any perishable items which have become unsuitable for sale and need replaced eg. cheeses, meats.

    All orders must include a contact telephone number for the recipient. We will not be held liable for failed deliveries, as a result of our courier being unable to contact the recipient directly.

    If for any reason, an order needs to be returned, please note that the customer can be held liable for any shipping/courier charges incurred. In the event of a parcel being returned to us we will refund the cost of your order. If an error has been made, or an incomplete address or telephone number has been given, the following deductions will be made from your total order value: shipping costs, return to sender fees, and perishable contents costs.

    Indie Fude reserves the right to refund up to 50% of the original order value in the event of non delivery due to the following reasons: If incorrect or incomplete address/ recipient information has been supplied by the purchaser. If the recipient specified by the customer refuses to accept the parcel. If our courier attempts delivery, and a signatory is not present. If our courier attempts to make contact with the recipients by telephone to ask for directions, without success.

    Due to the perishable nature of goods please note all customers are liable for any failed/refused deliveries (unless goods are damaged).

    We will do our utmost to make sure that all orders are fulfilled and delivered within the time-frame specified but should events outside our control prevent this we will contact you by email and arrange alternatives. If we are unable to fulfill your order, for any reason, a refund for all monies already paid will be made to the credit/debit card used.

    As delivery is made by a 3rd party carrier we cannot be held responsible for delays caused by the postal system. We regret that while we will do our utmost to make sure that all deliveries are fulfilled within the time-frame specified, should events outside our control prevent this happening we are not liable for any failed deliveries. This does not affect your statutory rights as a consumer.

  • Can we delivery to Companies, Hospitals, Hotels, Schools & Universities?

    Deliveries to a company, hotel, hospital, school or university address may not be personally delivered to the requested recipient by our courier, as many deliveries which are made to these addresses are made to a central delivery point such as the main reception, the concierge, accommodation office or the post room (central delivery point). Regrettably, it is impossible for us to be responsible for the actions of staff members within the company, hotel, hospital, school or university where delivery is being made.

    Our part in the delivery process has been completed once a gift has been delivered to, and received by a member of the staff at the central delivery point. We are unable to influence or control the movement or rate of movement of a parcel within the company, hotel, hospital, school or university nor to determine or guarantee how quickly they will be received by the recipient. It is the responsibility of the customer to telephone the delivery address before ordering to inquire about their policies. Although we will try to help locate a parcel which has not been received by the recipient within a company, hotel, hospital, school or university we consider the limit of our guarantee and involvement finishes on proof of delivery to the central delivery point, not the recipient.

    We do ask for a ward name/number, room number or department to be provided and we will include it in the delivery address, to assist the company/hotel/hospital/school/university staff in passing the gift on promptly. You may wish to advise the recipient to check at the delivery point for their parcel once you see it has been signed for. We also advise checking that a patient will be in hospital for the next few days when arranging a hospital gift, as once the hospital sign for the parcel it is extremely difficult for it to be located & collected should the patient have been discharged.

  • How are perishable items delivered?

    We incorporate gourmet chilled food pouches (by Wool Cool) so that everything remains cool in transit, these have a 72 hour cooling window. Parcels containing perishables will not be dispatched on Friday, as the next available delivery date is not until Monday and so the items would be in transit for 2 extra days over the weekend.  Otherwise any non time sensitive perishable goods will be dispatched on the Monday for delivery on Tuesday instead.

    All parcels are delivered by DPD courier service and must be signed for. It is the responsibility of the sender to ensure someone will be at the delivery address to provide a signature.

  • How can I track my parcel?

    Shortly after your parcel has been shipped you will receive a confirmation dispatch email with a unique tracking number. You can then track your shipment via https://dpd.ie. DPD also offer a flexible Parcel Wizard service that puts you in control of delivery times and destinations once it has left us.

    Useful Courier Contact Information

    Should your delivery query be directly related to DPD, the DPD depot contact information is available through the link below:

    https://dpd.ie/About-DPD/DPD-Depot-Finder

  • What delivery information is required?

    Please ensure that you have provided us with the 2 following pieces of information, as we may be unable to fulfill your order without it:

    Recipient’s Telephone number

    To assist our courier in the event of delivery difficulties. The recipient will only be telephoned if there are problems making delivery. We do not contact the recipient unless there is a problem. Where possible we ask that you include both a direct mobile telephone number and a land line for the recipient.

    NB* A local telephone number must be provided for the recipient. Couriers companies will not make international calls if delivery problems are encountered. Eg. An Irish courier will not attempt to make contact if a UK telephone number is provided. Indie Fude is not responsible for failed deliveries due to the provision of a non local telephone number, a non functioning telephone number, or if you have included your own telephone number instead.

    Correct Delivery Address, including Postcode (Zipcode)

    Post codes are vital. If the postcode is incorrect, or left out, delivery will be delayed. To assist you we have included a free postcode finder option at checkout.

    *With the exception of Dublin, no postcode is necessary for Republic of Ireland addresses.

  • Do you have a multiple delivery discount?

    If you are ordering more than 5 gifts, and delivery is to 1 single address we may be able to offer a delivery discount. If you are a business customer please email vip@indiefude.com or call us on +44 7510728109 for a quote. If you are a private individual please email hello@indiefude.com or call us on +44 7510728109 for a quote.

  • What are your Christmas Delivery cut-off times?

    N. Ireland – Noon, 21st December 2016

    Rep. of Ireland – Noon, 21st December 2016

    UK Mainland – Noon, 20th December 2016

    UK Offshore – 16th December 2016

    EU Mainland – 12th December 2016

    Please contact us at hello@indiefude.com, should you require an expedited delivery outside of these times.

  • What if my parcel arrives damaged?

    We hate when this happens as much as you do!

    If your package arrives clearly looking damaged e.g. leak showing, the courier company will usually ask you to reject the package and have it returned to us.

    Alternatively, if you open your package and there has been a breakage or a spillage, please photograph the damage, email it to us at hello@indiefude.com, and we will work out a replacement or compensation with you immediately.

  • Who do I contact if there is a delivery problem?

    When your package is dispatched we email you a tracking number, to allow you to track the delivery online. If you notice a delivery problem, then please reply to your order confirmation email, with a brief outline of the problem. This email goes through to our Customer Services Team hello@indiefude.com, who will look into it immediately. We also have a dedicated hotline number +44 (0) 7510728109.

  • Why can’t the driver leave the parcel on the porch or round the back of the house?

    Unfortunately this is not standard practice, as the courier requires a signature upon delivery. If the driver was to leave the parcel without a signature, it is not guaranteed that the recipient will receive it. They may be on holiday for example & the parcel would be left sitting out, or it could be lifted or misplaced.

    Signatures also help if the parcel is delivered to a hospital or work address, as you can let the recipient know who has signed on their behalf.

  • What happens if the recipient is not at home when delivery is attempted?

    Our packages are delivered on our behalf by DPD. If the recipient is not at home the driver will post a calling card through their door. This lets the recipient know a delivery attempt had been made & has the local courier depots telephone number on it. The recipient can then ring up & ask for delivery to be re-attempted on a day that suits. If the recipient contacts the courier before 5pm, delivery can be attempted the next day.

    DPD also offer a flexible delivery service call Parcel Wizard. If the customer signs up for Parcel Wizard notifications they will get work by text/email of an upcoming delivery, and from there will then have the option to change date/destination.

  • Can the courier company ring the recipient in advance of delivery?

    Unfortunately this is not general practice due to the large amount of parcels they are delivering. Sometimes our courier may ring in advance if the address is particularly remote, but we cannot guarantee this.

  • Can I pick a future delivery date for my order?
  • How long will my package take to arrive?

    When you order your package online, we aim to have the order curated within 1 Day. After this we pass your parcel onto our designated couriers DPD (www.dpd.ie) who guarantee the following delivery times:

    N. Ireland – Next Day

    Rep. of Ireland – Next Day

    UK Mainland – 2 Days

    UK Offshore – 4 Days

    EU Mainland – 5 Days (Geographic Dependent)

    All of the above are quoted in Working Days i.e. Monday to Friday.

    Note: Packages containing chilled items to be delivered outside of Ireland will only be sent Monday to Wednesday.

  • Do you ship outside the EU?

    Yes we do. Simply contact us at hello@indiefude.com for a quote.

Corporate

Subscriptions

  • The Guild of Fine Food logo
  • Slow Food logo
  • Taste of Ulster logo
  • Click & Collect
    Free
  • NI
    £4.95
  • ROI
    £5.95
  • Mainland UK
    £7.95
  • EU Mainland
    from £14.95