FAQs

Will my order to the EU be affected by Brexit?

Many detailed aspects of Brexit still remain unclear. Orders shipped to countries within the EU may be liable for customs duty and import taxes upon arrival. 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. 

We are also seeing delays in deliveries due to the new customs requirements. We always ship to the specified delivery dates, but pleae take this into consideration when completing your order as unfortunately this is out of our control.

How Do I Know What Products Ship To My Territory?

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. 

How Long Will My Order Take To Ship?

Most orders for the UK that are placed before 9am, Monday to Thursday will be dispatched the next day unless they contain fresh products that are made by hand in our bakery. Occasionally this will add an extra working day to the dispatch of an order. Our business hours are Monday - Friday, 9am - 5pm. Orders placed outside of these times will be processed on the next busniess day. For international orders delivery times vary from 2-5 days. See our Delivery & Returns.

Can I Send Someone A Gift?

We often send gifts on behalf of people but please confirm that someone will be home at the address which you’ve given us. In the case of international gifts there can occasionally be issues with customs clearance, in which case we may need to contact the recipient.

Delivery Costs

Online shop orders up to 10kg to UK Mainland is a flat rate of £5.75 and are sent with DPD.

Shipping costs for International shipments will be quoted at check out and are sent with FedEx International.

Shipping for Ottolenghi Ready, which includes chilled packaging and next day delivery is £9.75.

There are some factors that unfortunately we cannot control: the conditions in which our products are stored once they have left our premises; delays caused by unforeseen factors or whether or not the local customs choose to hold your goods and add charges.

London food delivery rates are calculated according to location.

Can I Alter My Order After It’s Been Placed?

If you need to change your billing or shipping address while your order is still being processed, please contact us by email at [email protected] quoting your name and order number and we will amend your personal details.

Do You Ship 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.

Do You Ship 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. 

Can you ship alcohol outside of 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.