Delivery, Returns & Shop Collection

We use a courier to deliver your parcel. Please note that a signature is required on delivery of the parcel. If there is no-one available to receive the delivery, a card will be left by the delivery company, a second attempt will be made to deliver the parcel the next working day. Contact details are on the card should you wish to contact the delivery company.

If for circumstances beyond our reasonable control we are unable to deliver your order, we will contact you via the contact details you have provided at least 24 hours before the delivery is due to make alternative arrangements.

You will receive an email reminder the day before delivery to advise that your parcel is due to be delivered.

If a parcel is returned to us because there have been a number of failed attempted deliveries, we will offer to resend the parcel but there will be an additional charge for the postage and new packaging should it be required.

Please note that it is not the fault or responsibility of Thomas Of York Ltd if the recipient is not in to receive and sign for the parcel.


You should inspect the goods when you receive them for damage. If you find any damage you must tell us within 48 hours of receipt of the goods. We will then confirm how to proceed with the issue.

We reserve the right to either resupply the goods or give a full refund. If we elect to provide replacement goods we will be deemed to have complied with our obligations under the contract and no claim can arise out of your rejection of the original goods.

Shop Collection

You will receive an email reminder the day before delivery to advise that your goods are ready for collection. Please bring this email with you as proof of identity for collection.

Your goods will be available for collection from 10:00am onwards and should be collected before 4:00pm on your chosen date and from your nominated shop. Regrettably, should you fail to collect your goods on that day, due to the fresh nature of the products, we are unable to make refunds as the products have a short shelf life.

If you are unable to collect your goods on the agreed date, please contact us at the nominated shop before 4:00pm on the day of collection, we will hold you order in the shop until 4:00 the following day for collection (excluding Sundays and Bank Holidays). After this time the goods will be disposed of.

Your statutory rights

Nothing in our returns policy affects your statutory rights. If you would like to know more about your legal rights, please visit the Directgov website.


We guarantee your satisfaction, in the unlikely event that you are not entirely happy with our products or service, please contact us as soon as possible to us to investigate and attempt to rectify. Our contact details are listed on the Contact Us page of this website. We will contact you within 5 days of receiving your complaint.