Terms & Conditions

Thank you for taking the time to read the terms and conditions.

By using this website or placing an order with us, either by telephone, in our shops or through our website, www.culinaris.co.uk, you agree to be bound by these terms and conditions. If you have any questions regarding these terms and conditions, please contact us using the contact details below.

T&C of placing online orders

The processing and delivery fee for all orders - regardless of the weight of the parcel and the delivery postcode - is £8. This includes orders to Scotland, Wales and Northern Ireland as well.

Orders within central Cambridge over £40 are eligible for a delivery fee refund/reimbursement in the form of store credit, voucher or complimentary items.

Orders are typically dispatched between Tuesday and Friday unless agreed otherwise. In case of any special requests please make sure to email us right away after placing the order.

Orders received by 7am are processed the same day, all other orders are dispatched the next day.

Fresh items are dispatched with next-day delivery, ambient orders are dispatched via 48-hour services. Please kindly assure that somebody is able to receive the goods, as most of our products are fragile and perishable.

Orders are shipped via Evri and Royal Mail Tracked services. We provide the respective courier with your email address so that you can receive all updates directly. In case you fail to receive any, please get in touch with us so that we can forward the tracking link to you.

Claims about any damaged or incorrect items are accepted only on the day of the delivery, with photographic evidence provided.

Please kindly note that once a shipment is dispatched and has been collected by Royal Mail or Evri respectively, we are unable to control its progress, and cannot accept responsibility for any issues in transit. If a parcel is lost by the courier, we will initiate a lost parcel claim as soon as the respective courier's T&Cs allows us.

Due to the nature of the goods we sell, and the health risks imposed, we are unable to offer refunds or exchange on any items, unless faulty. All sales are final.

There is no cash refund on gift vouchers.

Please kindly note that by placing an order, you acknowledge and accept these terms. Thank you.

Information about us and how to contact us

Who we are. We are Culinaris UK Limited, a company registered in England and Wales. Our company registration number is 08039354 and our office registered address is 40 County Gate, New Barnet, Barnet, Hertfordshire, EN5 1EH, United Kingdom. If you wish to purchase our products in person, please visit our shop at 99a Mill Road, Cambridge, Cambridgeshire, CB1 2BE, United Kingdom. Our registered VAT number is GB 136699666.
How to contact us. You can contact us by telephoning us on +44 7928 711 969 or by writing to us via the contact page on our website or by post at 99a Mill Road, CB1 2BE, Cambridge, Cambridgeshire, United Kingdom.
How we may contact you. If we have to contact you we will do so by telephone or by writing to you at the email address or postal address you provided to us in your order.

Our contract with you

When you place an order with us, your order is classed as an offer which, if accepted by us, will result in a binding contract. Acceptance of your order will take place when we email you to accept it at which point a contract will come into existence between you and us. If we are unable to accept your order, we will inform you of this and will not charge you for the product. This might be because the product is out of stock, because we have identified an error in the price or description of the product or because we are unable to meet a delivery deadline you have specified.

Unfortunately, we are not able deliver orders placed through the website to addresses outside of the specified areas of Cambridge, United Kingdom.

Product description and substitution

Products and their packaging may vary slightly from their pictures. The images of the products on our website are for illustrative purposes only.

Where you have provided your consent for us to do so we may substitute part or all of the product you have ordered for a similar product of an equivalent or greater value. The price of your order will not change.

Where you have indicated that you do not want a substitute product or having consented to receiving a substitute, a suitable substitute is not available, we will notify you and give you the opportunity to either cancel your order or wait for the affected product to become available.

Your right to make changes

If you wish to make a change to the product you have ordered please contact us and we will let you know if the change is possible. If it is possible we will let you know about any changes to the price of your order, the timing of supply or anything else which would be necessary as a result of your requested change and ask you to confirm whether you wish to go ahead with the change.

Local delivery

Unless otherwise agreed with you, we will deliver all products as close to the delivery date requested by you as reasonably possible. We use our own courier for delivery within most of Cambridge.

Since most of our products are perishable it is always best if someone is available to receive and sign for the delivery, however you can arrange for the couriers to leave the goods without a signature if you are not going to be in. If you have any questions or issues with your delivery, it is best to contact us as a first point of call.

If delivery is delayed then we or our courier company will contact you to let you know and we will attempt to minimise the effect of the delay. Provided we do this and the delay is caused by an event outside of our control we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to end the contract and receive a refund for any products you have paid for but not received.

The product will be your responsibility from the time we deliver the product to the address you gave us. You own the product once we have accepted your order and received payment in full.

Quality concerns

We take great pride in the quality and condition of our products and it should reach you in the best possible condition. When you receive your order, please open it right away, loosen the wrapping around the items and inspect them. If you aren’t happy with what you find, please call us and if possible take some pictures. We will do our best to put it right.

Your rights

If you are a consumer, we are under a legal duty to supply products that are in conformity with the contract. Additionally, for some products bought online or over the telephone, you have a legal right to change your mind and cancel the contract within 14 days of delivery of the product. However, you do not have a right to change your mind in certain situations, for example, where the contract is for:

perishable goods (this will include all food products);
Where you have a right to cancel a contract and you wish to do so, you simply need to let us know that you have decided to cancel. The easiest way to do this is to contact us by telephone on +44 (0) 1223 778850 or by email.

If you cancel your Contract we will:

Refund you the price you paid for the products. However, we may reduce your refund to reflect any reduction in the value of the products caused by your mishandling of them.
refund any delivery costs you have paid, although, as permitted by law, the maximum refund will be the costs of delivery by the least expensive delivery method we offer.
make any refunds due to you as soon as possible and in any event within 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the product back to us.
We will refund you on the credit card or debit card used by you to pay. If you used vouchers to pay for the product we may refund you in vouchers.

Intellectual property rights

We are the owner or the licensee of all intellectual property rights in our website, and in the material published on it. Those works are protected by copyright laws and treaties around the world. All such rights are reserved. You may not copy or reproduce part or all of the contents of the website in any form including, without limitation, its incorporation into or store in any other website, electronic retrieval system, publication or other work (whether hard copy, electronic or other) without our express permission.

User accounts

If you choose, or you are provided with a user identification code, password or any other piece of information as part of our security procedures, you must treat such information as confidential. You must not disclose it to any third party.

Changes to the website

We may update our website and these terms and conditions from time to time, and may change the content at any time. We do not guarantee that our website, or any content on it, will be free from errors or omissions.

Governing law

These terms are governed by English law and you can bring legal proceedings in respect of the products in the English courts. If you live in Scotland you can bring legal proceedings in respect of the products in either the Scottish or the English courts. If you live in Northern Ireland you can bring legal proceedings in respect of the products in either the Northern Irish or the English courts.

FOOD KARMA APP TERMS & CONDITIONS

The Food KARMA app functionality is accessible only with accepting the terms and conditions.

The Food KARMA bonus scheme may be used once you request and receive a first-time passcode from us.

Food KARMA is available to individuals aged 18 and over. Providing us with your date of birth is therefore required.

The Food KARMA app is for personal use only, businesses are excluded for the bonus scheme.

The Food Karma bonus scheme is only available via purchases in our physical store.

In order for a purchase to be eligible for bonus collection, your own live Food KARMA screen has to be presented (not screenshots and not names). Similarly, to be able to use your bonus top-up, your own live Food KARMA screen has to be presented (not screenshots and not names).

We reserve the right to cancel, withdraw or alter the Food KARMA at any time, including these terms and conditions and the top-up scheme.

To enhance the Food KARMA app and to increase its safety, we may occasionally introduce new features. If there are significant changes in the terms and conditions they will be included in a new app version.

Privacy and data collection notice

We utilise analytical tracking to gather information about how this app is used. We use this information to help us calculate the number of downloads the app has received, and which features are most used.

We process your personal usage data for carefully considered and specific purposes which enable us to enhance the services we provide. This could include segmentation, creating targeted offers and discounts, or to promote relevant products and offers which we feel may be of interest to you based on your prior purchases with us.

Data collection includes the following information: purchase receipts, discounts given, bonus top-ups, product enquiries.

Length and objective of data storage

Your personal data will be stored for as long as we are required to hold it for legal reasons.

We will never sell your personal data.

We will never share your personal data or your usage data with any third party.

FOOD KARMA APP DATA USAGE, PROCESSING AND DATA COLLECTION POLICY

Food KARMA Bonus Scheme - Data usage and data collection notice

The Food KARMA app may collect some identifiable and relevant usage information for both business and for technical purposes, aiming at assuring the smooth operation (download and functionality) of the app. All data collection and handling is in full compliance with the amended version of the DPA 2018 (also known as UK GDPR) as well as EU GDPR.

Data collection includes the following information: purchase receipts, discounts given, bonus top-ups, product enquiries.

Length and objective of data storage

Your personal data will be stored for as long as we are required to hold it for legal or operational reasons (typically 10 years maximum).

We will never sell your personal data.

We use your personal data In General;

- to provide goods and services to you;

- to make a tailored mobile application available to you;

- to manage any registered a customer and top-up account that you hold with us;

- to verify your identity;

- for crime and fraud prevention, detection and related purposes;

- with your agreement, to contact you electronically about promotional offers and products and services which we think may interest you;

- or when and where we have a legal right or duty to use or disclose your information (for example in relation to an investigation by a public authority or in a legal dispute).

Data use related to promotional activities

We use your personal data for electronic marketing purposes (with your consent) to update you on the latest offers.

We aim to update you about products & services which we think may be of interest and relevance to you.

You have the right to opt out of receiving promotional communications at any time, by contacting us via email sent to egg@realegg.co.uk

We collect data directly from you, as well as analysing your browsing and purchasing activity, and your responses to marketing communications. To do so, we use software and other technology (automated processing).

Sharing data with third parties

We only allow our strategic partners to handle your personal data after you have purposely agreed to it, and when we have confirmed that they apply appropriate data protection and security controls.

We may share your data with:

- our carefully selected partners with whom we may host events or shared promotions, if we have your consent to do so;

- to comply with our legal obligations;

- to exercise our legal rights (for example in court cases);

- for the prevention, detection, investigation of crime or prosecution of offenders; and

- for the protection of our employees and customers.

Aside from our partner service providers, we will not disclose your personal data to any third party, except as set out below. We will never sell or rent our customer data to other organisations for marketing purposes.

How long do we keep your data?

Different retention periods apply for different types of data, however the longest we will normally hold any personal data is 10 years.

What personal data do we collect and keep?

- your name, age/date of birth and gender;

- your contact details: postal address including billing and delivery addresses, telephone numbers (including mobile numbers) and e-mail address;

- purchases and orders made by you;

- your (virtual of physical) top-up card account balance and transactions

- your on-line browsing activities on our website;

- your communication and marketing preferences;

- your interests, preferences, feedback and survey responses;

- your location;

- your correspondence and communications with us.

About your rights

You have the following rights:

- Right of Access: the right to ask for a copy of personal data that we hold about you

- Right of Erasure: the right (in certain circumstances) to request that we delete personal data held on you; where we no longer have any legal reason to retain it

- Right of Rectification: the right to ask us to update and correct any out-of-date or incorrect personal data that we hold about you

- Right to Object: the right to opt out of any marketing communications that we may send you and to object to us using / holding your personal data if we have no legitimate reasons to do so

If you wish to exercise any of the above rights or seek further information about our data management practice, please contact us at egg@realegg.co.uk

Last update: April 2024