Shipping policy

GHOST AND HOUND LIMITED – FULFILLMENT, SHIPPING & PICK-UP TERMS

Welcome to Ghost and Hound Limited. This document outlines how we handle order fulfilment, national shipping, local distribution, and click-and-collect orders.

1. Delivery Eligibility

  • Mainland UK Routing: We cater exclusively to delivery addresses situated within mainland United Kingdom.
  • Excluded Destinations: We are unable to ship to international addresses, BFPO locations, or P.O. Boxes.

2. Operational Dispatch Timelines

  • Courier Shipping Windows: National courier dispatches are handled strictly Monday through Thursday. Mid-day cut off for same day dispatch.
  • Weekend Operations: Our packing and dispatch facility is closed on Fridays, Saturdays, and Sundays.
  • Weekend Purchases: Orders completed between Friday and Sunday are processed for shipping on the upcoming Monday.
  • Public Holidays: When a scheduled dispatch Monday coincides with a UK bank holiday, fulfilment automatically rolls over to the Tuesday.

3. Newport Pagnell Click & Collect

  • Collection Availability: Customer collections are hosted Monday to Friday, between 12:00 PM and 3:00 PM.
  • Scheduling Your Slot: Collection is strictly by prior arrangement. Please leave a contact number in the notes section on the checkout page so our team can coordinate a specific time slot with you.
  • Status Updates: Orders are typically prepared for pickup on the same day. We will send you an official alert as soon as your items are ready. Please wait for this confirmation and arrange your appointment before heading to our site.
  • Freezer Holding Limit: Due to restricted freezer capacity required for incoming stock rotation, all frozen food orders must be collected within 2 working days of your order date. We reserve the right to apply holding fees for collections delayed beyond this period.

4. Local MK Postcode Delivery

  • Service Areas: Our independent local delivery service is limited to the following postcodes: MK1 through MK19, MK43, and MK46.
  • Free Delivery Threshold: All local orders above £30 will qualify for free delivery.
  • Service Fee: A standard flat rate of £5 applies to all local deliveries below £30.
  • Delivery Schedule: Local routes are driven twice weekly on Tuesdays and Thursdays.
  • Order Deadlines:
    • - For a Tuesday delivery slot, orders must be submitted by Monday at 5:00 PM.
    • - For a Thursday delivery slot, orders must be submitted by Wednesday at 5:00 PM.

5. Nationwide Courier Guidelines

For mainland UK destinations outside our local delivery zone, parcel rates are calculated live by Shopify during checkout, determined by consignment weight and volume. We use Royal Mail and DPD.

A. Dry Goods & Ambient Products

  • Pricing Integration: Freight charges are pulled dynamically from active Royal Mail (Tracked 24/48) and DPD courier matrices.
  • Arrival Projections: Standard transits typically take 1 to 3 business days post-dispatch.

B. Frozen, Raw & Perishable Goods

  • Minimum Consignment Weight: To preserve internal box temperatures during courier handling, nationwide frozen orders must weigh at least 10kg. Frozen orders falling short of this 10kg benchmark are automatically cancelled and fully refunded.
  • Maximum Ordering Cap: Online checkout limits frozen consignments to a maximum of 99kg. Please contact us directly to coordinate logistics for bulk orders over 99kg to avoid automatic system cancellation.
  • Packaging and Transit: Frozen items are packed inside premium wool or poly insulation liners and safely double-boxed. Because our courier partners operate ambient, non-refrigerated vehicles, surface defrosting can occur during transit.
  • If Your Order Arrives Partially Defrosted: If any products arrive partially thawed but remains cold to the touch, it is perfectly safe to place into your freezer immediately and feed as normal.
  • Recipient Commitments: DPD provides a 1-to-2-hour delivery window. It is your responsibility to be home to receive the goods or specify a secure, shaded location for drop-off. Ghost and Hound Limited cannot assume liability for ruined or defrosted shipments tied to failed delivery attempts.

6. High-Temperature Advisory Policy

During spells of extreme summer heat, we strongly advise our national shipping customers to postpone purchasing frozen products unless urgently required.

Our staff review weather warnings daily. We reserve the right to temporarily pause dispatches during extreme heat and will post a store wide update once temperatures return to a safe level for normal operations.

High ambient temperatures elevate the risk of defrosting inside non-refrigerated courier vans. If you opt to proceed with an urgent order during a heatwave, please note the following conditions:

  • Frozen arrivals cannot be guaranteed by our team.
  • We cannot take responsibility or issue compensation for raw products that spoil or defrost in transit.