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Terms & Conditions


We accept payment by Visa, Visa Debit, MasterCard, Debit MasterCard, Maestro. All credit and debit transactions are processed using STRIPE through a secure server (SSL connection). We do not store any credit or debit card information.


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 implement a 15% restocking fee 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.

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 by e-mailing [email protected] stating your order requirements and postcode.

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. 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.

4. VAT

Where applicable prices are shown with VAT.


We do not disclose any of your information to third parties. See our privacy policy.


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.


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 by e-mail, we will contact you with the transport cost from an independent shipping company which can then be entered when placing your order. Shipping quotes provided exclude any associated customs charges upon import. 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 collection, 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.


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. For more information about cookies see our cookie policy.


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


Plamil is committed to protecting your personal information and respects your privacy. See our privacy policy.


We understand that at times not everyone’s expectations are met and customers may want to have an issue dealt with. A product complaint is dealt with via our accredited Quality system.

We try to do the best we can all the time, but don’t always get right, so for issues of service, a quicker resolution would be resolving the issue informally, to do this call us on +44(0)1303 850588 or e-mail us at [email protected].

Where it is believed that an informal process has provided a wrong or unfair outcome a customer can make a formal grievance. This will need to be provided in writing and sent to:
Plamil Foods Ltd – Complaints
Bowles Well Gardens
CT19 6PQ

Or e-mailed to [email protected] giving the following information:
Name and contact details (unless submitted anonymously), description of the grievance (including where relevant dates and times etc), supporting evidence, description of any steps already taken to resolve the issue (either between the parties directly or as an informal complaint). A preferred outcome.

You can request a copy of our full Third Party Grievance policy by contacting [email protected].

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