Plamil Foods Ltd

Terms & conditions

Terms and Conditions

  1. Payment methods
  2. Cancelling orders
  3. Deliveries and collection
  4. Hampers
  5. VAT
  6. Confidentiality
  7. Errors and communications
  8. Returns
  9. Phone orders
  10. Specification changes
  11. Consequential loss
  12. Information
  13. Reward points
  14. Deliveries outside quoted geographical area and/or including other countries
  15. Offers and promotions
  16. Javascript and cookies
  17. Card security
  18. Privacy policy


We accept payment by Visa, Visa Debit, MasterCard, Debit MasterCard, Maestro. All credit and debit transactions are processed using Sage Pay through a secure server (SSL connection). Before being asked for your card details you will be transferred to Sage Pay's secure server. Unfortunately at the present time we are not accepting any other form of payment.


Cancellations can only be made in written format, by the credit/debit card holder from which payment was taken.

Any orders wishing to be cancelled must be done so within 14 days of receipt of goods by the use of the cancellation form (PDF). Please refer to our returns conditions(8).

Order cancellation charges:
We reserve the right to make a deduction on any refund given for cancelled goods if we deem them to have been handled more than was necessary.

Cancellation by us:
Plamil reserves the right to cancel any order placed this may be for reasons including, items out of stock, customers who fail to respond to e-mail notifications requesting contact.

If Plamil does cancel any customer orders they will be notified by e-mail prior to this happening. All monies would be refunded to the debit/credit card that was used to place the order within 14 days of cancellation taking place.


Standard deliveries are sent by courier and can be made only on weekdays.

Delivery day choice:
This is a preference day, we will do our best to deliver on the day of your choice, but we cannot guarantee that will be the day of delivery. During times of extra high sales volumes ie: public holidays, offers Plamil may wish to run from time to time, we will be unable to adhere to any preferred delivery dates.

Shipping charges:
The following shipping charges apply:

Delivery Day Order value Shipping cost
Weekdays Up to £24.99 £4.49
Weekdays £25.00 or more Free

We will endeavour to send out your order as soon as possible, normally to be delivered within seven working days. Please note that deliveries cannot be made on Sunday or Bank holidays.

Please ensure that you are available to receive your delivery anytime between 8am and 7pm. If there is a chance that you will not be at the delivery address, take advantage of having the parcel delivered to an address of your choice.

Please note that if this option is taken, there must be a person willing to sign for the goods at that address, and by providing a different delivery address, you are authorising us to accept as proof of delivery the signature of whoever signs our delivery note on your behalf. If you (or anyone at your chosen delivery address) are not there to receive your delivery, a card will be left by the courier and it will be your responsibility to contact the courier service and pick it up from their depot.

You must ensure that all address details for delivery are correct as we will not check these and this could mean your goods go to an incorrect address or a delay in the despatch.

If for any reason other than our own error, your goods are returned to ourselves there will be an additional shipping charge (which will be quoted on an individual basis) to re-send the goods. This amount will have to be paid prior to the goods being re-sent and you can do this by calling us on 01303 850588. We will let you know of a return via e-mail or phone to the address/phone number you supplied on your order.

In exceptional circumstances, for instance long term out of stock, Plamil reserves the right to dispatch part of a customers order, deducting the appropriate product cost of product/s not dispatched. No ‘balance’ order would be sent at a later date from the original order unless previously arranged with ourselves.

Small order deliveries:
'Small order' deliveries are despatched using the standard Royal Mail postal service.

By using the Standard Royal Mail delivery service despatching Small Orders we cannot prove delivery. Therefore proof of our postage will be taken as our proof of delivery. Should you need us to have proof of actual delivery (to your chosen address), we will choose our courier service for you, with the additional costs added to your order.

All Royal Mail delivery terms apply. Unfortunately you cannot choose day of delivery with Small Order deliveries.

Postage and Packing charge: £2.60 (UK mainland only – other destinations will be quoted for individually).

Delivery area & prices:
Prices quoted apply to the UK mainland only, with a few exceptions for addresses in some parts of Scotland.

Transport costs to Northern Ireland, Isle of Wight, Isle of Man, Channel Islands, Scottish Highlands and Islands are higher than the mainland. Please request a shipping quote using the option in the checkout of our online system. For more information see overseas shipping charges.

Our sales dept will then individually assess the order, and ask you to agree the applicable transport charge given to us by an independent transport company, before processing the order. We always try to use the most economical method of transport, (not always the 'cheapest' as we also consider quality matters as well). If you do not agree to our quoted transport costs, for instance you may be aware of a cheaper method of transport, you are welcome to arrange collection of your order. Whilst we appreciate suggestions on 'cheaper' methods of transport, this is not always the best method, and we are not unfortunately able to spend time, your money, on contracting/assessing individual alternative transport methods.

If you wish deliveries to be outside of our standard times or days this can be arranged by speaking to our sales dept, with only the extra transport costs charged to you.


Customers can collect online orders direct from Plamil on weekdays 10am-4pm. For directions see Google Maps. Please give your order number and name at collection.

Our normal terms apply, however orders for collection should usually be ready next working day. Customers will be notified by email when an order is ready for collection. In the circumstances of customer collect, Plamil are not responsible in any way whatsoever for the goods once they have left our premises.


General: Hampers available while stocks last. Purchasers will be notified if unavailable and payment will not be taken.

Contents of hampers can be changed to similar value goods at Plamils total discretion without notification. In this event we would try to replace with similar type product.

Delivery: Every effort will be made to deliver your hamper on a day you may specify, however please note all transport at busy delivery periods can never be totally reliable, such as the Christmas period, so we suggest placing your orders early for delivery to avoid disappointment. Plamil do not accept any responsibility in the event hampers do not arrive on or before a specified date.

Allergies/intolerance or ingredient avoidance: Unfortunately there maybe some individuals that for a variety of reasons, for example allergy, intolerance or ingredient avoidance are not able to enjoy a particular single or a number of products within a pre set hamper. Unfortunately Plamil cannot be responsible in these circumstances for a multiple product purchase, and are unable to offer alternative products or part refunds. It is suggested that each individual product ingredient list is checked before and on delivery.

Hamper Terms & Conditions are in addition to, and must be read in conjunction with, in all other respect Plamils other Terms and conditions, which apply.

5. VAT

Where applicable prices are shown with VAT.


We do not disclose any of your information to third parties.


Plamil will do our best to despatch your order without mistakes or errors. Please contact us immediately should an error occur. We do our best, but accept our apologies if something does go wrong, which maybe outside our control anyway. You may find any mistake upsetting or annoying, but please note our staff are entitled to work without verbal abuse and we may ask you to call us back or write to us if your politeness is somewhat lacking.

Even though we try our best, please note that communication may not always be instant, and could take up to 10 working days or more to get a response, especially if you are contacting us through email or social media.

We have the right to refuse to sell or serve customers at our discretion.


We are not able to receive back any chocolate goods, as we deem these as perishable items and as such their state can alter greatly due to heat (If you would like more information on goods that are not returnable please call us on +44(0)1303 850588).

Other items we are able to accept as returns (as long as they have not been opened or sampled) however we must be notified within 14 working days of your receipt of the items that this is your request. Please enclose a copy of our cancellation form (PDF) and your invoice for refund purposes.

It is the customers full responsibility to pack up the goods for return and also for the costs incurred in returning the items. There will be no postage costs refunded (for your own return of them to Plamil) unless by prior agreement.

Where a refund of postage costs is made for a return we will only refund the basic amount (any surcharge for any enhanced service will not be refunded). You must get proof of postage in case items are lost or damaged, we would recommend that you use Royal Mail Recorded delivery.

Refunds will be made within 14 days of our receipt of the items, and this will be in the form of a refund to the card you used to purchase the items. Please note only items returned will be refunded any items you choose to keep will not.

Your Statutory Rights are not affected.


Orders placed with Plamil via telephone are subject to our full T&C's which can be sent upon request.

For customers ordering by telephone we cannot accept any responsibility for incorrect items ordered by customers and are unable to recommend suitable products as we are unaware of individuals' needs and tastes. It is wholly the customers' responsibility to ensure that they are ordering suitable products.


Plamil reserve the right to change the specification of products without notice. Whilst ever effort is made to ensure the specification is the same as the product advertised on the web site, every product label must be read prior to use. We are aware of the allergy issues that many customers rely on us for their products.


We are not responsible for consequential loss in anyway due to the non delivery, incorrect items or shortage, a complaint or other with regards to our products, within or after the quoted 7 days for delivery.

This does not affect your statutory rights.


We do our best to make sure all the information given on this website is correct, and matches all the information in our other publications or on our labels. We reserve the right to change any information at any time. We reserve the right to change ingredients or information at any time.


1 reward point will be awarded for each £1.00 spent on goods online. Reward points are earned when goods are shipped. Earned reward points can be redeemed on online orders up to the value of goods being purchased at the rate of 1p per reward point. Before goods are shipped reward points are marked as pending and cannot be redeemed. In the case of cancelled orders reward points will remain pending for 90 days and then be lost.


A number of countries have a Plamil distributor for web based sales and you may be advised to use one of these companies as an alternative to purchasing directly from our Plamil site. Plamil do not take responsibility in any respect for other web sites, but we like to hear from you of any experience using a recommended site.

For other countries, we have many satisfied customers and we have experience in shipping our products all over the world.

After you request a shipping quote using the online system, we will contact you with the transport cost from an independent shipping company which can then be entered when placing your order. If our quoted shipping costs are not acceptable to you, or for specific reasons you are aware of more economic methods of shipment, under agreed circumstances we can dispatch products that have been arranged to be collected by you. In the circumstances of customer collect, Plamil are not responsible in any way whatsoever for the goods once they have left our premises. Orders placed, confirmed, or amended subsequently by communication with us will be deemed to be placed under these 'Terms and Conditions'. Orders are accepted on the basis that your statutory rights, and in all matters, the governing law is based on UK representation and legislation.

We are not responsible for payment of any import duties or charges, customs charges or storage, or any other payments to authorities in any other manner for any reason. In certain circumstances specific documents maybe required to travel with the goods, which customers need to give specific requirements whilst agreeing to shipment. Plamil are not liable or responsible for any direct or third party costs of such documentation, loss of, or inaccuracy of format of presentation of information within the documentation.

Unless otherwise agreed products are labelled in accordance with UK legislation, and Plamil cannot be held responsible of any costs incurred for the label information not complying with any other authority.

V.A.T. If customers can provide a valid V.A.T. tax registration number, we will refund any charged V.A.T. applied rate.

In some countries it would be reasonably be expected that ambient temperatures (or temperatures in transport) are not conducive to the quality of our products. Whilst we take care as far as possible whilst the goods are in the UK, and would try to accordingly pack products given prior information, we are not responsible for quality issues that occur due to temperature.

As always we aim to provide a high level of service. Given time and your money, we can deliver anything anywhere in the world so just ask us if you're not sure!


At times we may wish to run special offers. Please note that any such offers must be made using the correct format via our website we are not responsible if products are not added to your basket through the offer option and therefore will not manually adjust your order once it has been received unless there has been prior agreement.

All discount codes must be entered at checkout in the box provided, failure to do so will mean that the discount is not applied to your order total. We are unable to apply this at a later time unless by prior agreement.

All discount codes are for one use only unless otherwise stated and are for products only they do not apply for any shipping cost that may be incurred.

The first time order discount code, is for customers who have visited our website and placing their very first order with us, it cannot be used by existing customers even if they have ordered in alternative ways prior. If the code is used by an existing customer the order will be placed on hold and the customer will be notified by e-mail or phone. A further payment for the discounted amount must be paid before the order can be processed.

Any offers and/or promotions displayed on our website are for individuals only they cannot be used on our Trade site.


Plamil's online shop uses JavaScript and Cookies to add to, and keep track of, the contents of your shopping basket. If your browser has JavaScript and/or Cookies disabled you will not be able to use the online shop.


All credit and debit transactions are processed using Sage Pay through a secure server (SSL connection). Before being asked for your card information you will be transferred to Sage Pay's secure server. Card details are not stored after they have been processed.


Plamil is committed to protecting your personal information and respects your privacy. If you have any further questions, please contact us.

By continuing to use this website you are agreeing to the terms of this privacy policy.

a) What information will Plamil collect about me?
When you create an account we record the details you provide, such as your name, address, telephone and email. We also keep a record of any online orders that you make. You can see your account details and order history by logging into your account.

b) How will Plamil use my information?
The legal justification for processing your data and contacting you is what the General Data Protection Regulation (GDPR) calls 'legitimate interest'. We consider that we have this legitimate interest because you have opened a shop account, showing an interest in buying products from Plamil. Details of how we use your information, including how you can stop us contacting you, are given below.

Postal addresses
We use the postal addresses you provide to verify card details and to send goods to.

Email addresses
We use your email address to keep you informed about your order, including sending notifications when your order is placed and when it is despatched.

If you sign up to receive Plamil newsletters, we will send you emails about new products, special offers, and other promotions, from time to time. You can stop receiving these emails by simply clicking the 'unsubscribe' link at the bottom of these emails, or via your account.

Telephone numbers
We may use your telephone number if we have a query about your order, usually if we are unable to get a response by email.

Card details
Your card details are entered on Sage Pay's secure server in order to process your payment. These details are not stored by Plamil.

Order details
We keep a record of the online orders that you make. You can see your order history by logging into your account. We may use these details to make sure that any newsletters we send are appropriate.

c) Will Plamil pass my information on to anyone else?
We never sell, rent or exchange your personal information with other organisations. We may share information with trusted third parties who process information on our behalf, such as payment processors. When you order goods from our online shop, your payment is processed by a third party payment processor (Sage Pay), who specialise in the secure online capture and processing of card transactions.

d) Do you use cookies and logs?
We use cookies to keep track of the contents of your shopping basket and allow you to proceed through the checkout. We also use third party cookies to collect statistical data about your browsing, without identifying you as an individual. Information about your internet connection and website use are logged, such as IP address, browser type, operating system, web pages viewed, any pages shared, and any errors encountered. We collect this information from all website visitors for security reasons, and to help us make improvements, by analysis of aggregated statistics over time. For more information about cookies see

e) Can I see the data you hold about me?
Yes, the information we hold about you is available to see by logging into your account, or contact us.

f) What if I don't want you to hold my data any more?
If you would like us to delete your account, please contact us.

g) What if I am unhappy about what you have done with my data?
Please contact us. Alternatively, you can call the Information Commissioner's Office on 0303 123 1113.