Delivery and Returns

Delivery Timeframe

Our hours of operation are Monday-Friday from 9am-5pm. Orders placed outside of these times will be processed the next business day.

We aim to dispatch UK orders placed before 9am, Monday through Friday, on the same day. However, standard orders may require 3-5 working days for processing. Dispatch of orders including bakery items may experience delays beyond our control.

For international orders, delivery times range from 3-5 working days. Dispatch of orders including bakery items may experience delays beyond our control.

If you have any special delivery requirements please contact us, and we will do our best to try and accomodate you.

The delivery date specified for hampers, gift sets and meal kits in the checkout process is the date when the order will be dispatched. 

Domestic (Within the UK)

Parcels are shipped with DPD or DHL via standard or next-day delivery. We aim to dispatch all orders that are placed before 9am on the same day, however, standard orders can take up to 3-5 working days. Customers receive a notification when the item leaves our warehouse, and then another notification on the day of delivery from the DPD or DHL depot. A further notification is sent with a 1 hour time window on the day of delivery (by email and phone if they input both during purchase).

Meal kits will be delivered on the selected Friday as specified by the customer during the checkout process. The customer acknowledges the necessity to be present at the designated delivery time. Due to the perishable nature of the items, DPD is unable to make additional delivery attempts. In the event of non-receipt, 24 hours post-dispatch, the perishable items will be subject to disposal.

*Please Note: Locations in Northern Ireland, East coast of Scotland, Highlands and Islands of Scotland, Channel Islands, Isle of Man are not eligible for Next Day Delivery and wlll incur delivery surchages. For a full list of post codes please email our customer service team via shop@ottolenghi.co.uk.

International (Outside the UK)

Each territory that we ship to outside of the UK has different import restrictions, so unfortunately we cannot ship all of our products to all territories. Please consult with the customs regulations in your country/region before ordering to check any restrictions, particularly in regard to alcohol and spices. 

Unfortunately many countries do not accept alcohol in shipments from the UK, and this includes alcohol contained in our hampers. Please check with your local customs office before ordering a hamper that contains alcohol. We are not liable for shipments that can't be delivered due to specific regulations in your country. If the shipment is not accepted, unfortunately it will not be returned to us, but destroyed. Ottolenghi is not responsible in any way, and a refund will not be issued.

Orders shipped to the US, Canada, Australia and New Zealand are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi.

Important Information About International Shipping

Orders shipped internationally are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.

Shipment Of Alcohol Outside The UK

Unfortunately many countries do not accept alcohol in shipments from the UK, and this includes alcohol contained in our hampers. Please check with your local customs office before ordering a hamper that contains alcohol. We are not liable for shipments that can't be delivered due to specific regulations in your country. If the shipment is not accepted, unfortunately it will not be returned to us, but destroyed. Ottolenghi is not responsible in any way, and a refund will not be issued.

Shipments To The US

Orders shipped to the US are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.

Shipments To Canada

Orders shipped to Canada are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.

Shipments To Australia and New Zealand

Yes we do, although each territory that we ship to outside of the UK has different import restrictions, so unfortunately we cannot ship all of our products to all territories. Please consult with the customs regulations in your country/region before ordering to check any restrictions, particularly in regard to alcohol and spices.

Delivery Costs

Online shop orders up to 10kg to UK Mainland is a flat rate of £6.50 and are sent with DPD. Shipping costs for International shipments will be quoted at check out and are sent with FedEx International. London food delivery rates are calculated according to location.

Damaged Goods

We pack our products with care and hope you receive them in perfect condition. If however your order is damaged in transit we will replace it at no extra cost or give you a full refund. Please contact us within 24 hours of delivery via email or phone (see our contact details). In some cases we will require evidence of the damage.

Returning Goods

If for any reason you are not happy with the products you've received, kindly reach out to us within 24 hours of receipt at shop@ottolenghi.co.uk. If our team approves an exchange or refund, please ensure the unused and undamaged goods are returned within 7 days. You are responsible for the safe return of the items at your own expense.

Refunds are not applicable to fresh items, including Meal Kits, bakery items, Brownie Boxes, or alcohol.