Questions
Before getting in touch, you might find your answer below. If not, we’re always happy to help.
Frequently asked questions
Do you accept returns?
Yes, we accept returns in line with our Returns & Refunds Policy.
Unopened, non-perishable household items may be returned within 14 days of delivery, subject to approval. Certain items, including food and tobacco products, are non-returnable unless faulty.
Please contact support@biltongboys.co.uk before sending anything back.
Can I return food or biltong?
Due to health and safety regulations, we do not accept returns on food products, including biltong, unless the item is faulty, damaged, or incorrectly supplied.
Perishable goods are exempt from the 14-day cancellation period under UK consumer regulations.
If there is an issue with your order, contact us within 48 hours of delivery.
What if my order arrives damaged or incorrect?
Please inspect your order upon delivery.
If an item is damaged, defective, missing, or incorrect, contact support@biltongboys.co.uk within 48 hours of delivery.
Include:
• Your order number
• A description of the issue
• Clear photos of the item and packaging
We will investigate and arrange a replacement or refund where appropriate.
Can I return household items?
Yes, unopened and unused non-perishable household items may be returned within 14 days of delivery.
Items must be in original packaging and approved before return. A 5% restocking fee applies to non-faulty returns.
Return postage costs are the responsibility of the customer unless the item is faulty.
Are there any items that cannot be returned?
Yes. We do not accept returns for:
• Food or perishable goods
• Tobacco or age-restricted products
• Opened or used items
• Sale items
This does not affect your statutory rights if goods are faulty.
Is there a restocking fee?
A 5% restocking fee applies to approved returns of non-faulty, non-perishable household items.
No restocking fee applies where goods are confirmed faulty or incorrectly supplied.
How do I start a return?
Email support@biltongboys.co.uk with your order number and reason for return.
Do not send items back without prior approval, as unauthorised returns may be refused.
Who pays for return postage?
Customers are responsible for return postage unless the item is faulty or incorrectly supplied.
We recommend using a tracked service, as we are not responsible for items lost during return transit.
When will I receive my refund?
Refunds are processed once returned goods have been received and inspected.
Approved refunds are issued to the original payment method within 10 business days. Your bank may take additional time to process the transaction.
Original delivery charges are non-refundable unless goods are faulty.
What if I haven’t received my refund yet?
If more than 10 business days have passed since your refund was approved, please contact support@biltongboys.co.uk.
Please note that banks and card issuers may take additional time to process refunds.
Do you deliver across the UK?
Yes, we deliver across mainland UK.
Delivery times are:
- Standard: 2–4 working days
- Express: 1–2 working days
Free Standard delivery applies to orders over £50.
Remote areas may experience slightly longer delivery times.
Are your products in stock?
All products displayed as available on our website are in stock at the time of listing.
In rare cases of stock discrepancies, we will contact you promptly to arrange a replacement or refund.
Some flavours or sizes are unavailable, why is that?
Certain products may be temporarily unavailable due to supplier demand, production schedules, or seasonal stock.
If a product is out of stock, it will usually be restocked as soon as possible.
Do you offer trade or bulk orders?
Yes, we offer trade and bulk purchasing options.
For wholesale enquiries, please contact buyers@biltongboys.co.uk with details of your business and requirements.
How can I contact you?
For general enquiries, email: info@biltongboys.co.uk
For order enquiries, email: order@biltongboys.co.uk
We aim to respond within one working day.