Terms of Use
By placing an order on this website, you are agreeing to the following terms and conditions:
Orders and cancellations
Order Acceptance Policy
All orders and subscription requests received are subject to acceptance by Ugo Foods Group LTD ("Dell’Ugo"), and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Timing of your order
As a part of the checkout process you will be able to choose a delivery day. “Next Day” deliveries will be delivered to your chosen address the next day, if orders are placed before 11.30am Monday - Thursday. This is because our warehouse staff are not available to fulfil orders over the weekend. If an order is placed on a Friday, Saturday or Sunday and you select “Next Day”, the order will arrive to your chosen address the following Tuesday.
Please note If no specific delivery day is chosen, your order will be processed and sent for the next available delivery day.
Changes to your order
Due to the nature of our product and the fast turnaround from receiving your order to shipping for “Next Day” deliveries, if you order is due next day, we are unable to make any changes once processed. For orders where you you have chosen a later delivery date, we require 48 hours notice for any changes to your order. Please phone use to amend or cancel your order.
Cancellation policy
Due to the nature of our product and the fast turnaround from receiving your order to shipping for “Next Day” deliveries, we are unable to cancel to your order once placed if you have chosen next day delivery. For orders where you you have chosen a later delivery date, we require 48 hours notice for cancellations.
Payments
We accept American Express, Visa and MasterCard credit and debit cards. In order to offer the best security, all our payments are processed securely by Shopify
If you create an account and enter your payment details, your card will be stored securely by Shopify so that you can check out on future visits without re-entering your card details. We never store or have access to your credit or debit card details.
Prices
All prices are stated inclusive of any applicable VAT, unless otherwise stated. All applicable delivery charges are set out explicitly in your order.
Delivery policy
Dell’Ugo delivers via a third party courier service, to any address within England and Wales only, excluding Northern Ireland, Republic of Ireland, Isle of Man, Isle of Wight, Channel Islands, Scotland inc. all Scottish islands and do not deliver to PO boxes and BFPO. We are currently in the process of arranging a courier service who will allow for next-day Scotland deliveries.
We deliver by DHL. We will determine how to deliver your order, and any applicable delivery charges will be clearly communicated before you check out. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.
DHL will contact you directly so you can track your parcel. Timed deliveries are not available.
Although our team will always try our best to ensure punctual delivery for our customers, Dell’Ugo cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Dell’Ugo’s control.
As part of the ordering process, it is essential that you provide the correct contact information for yourself in order for DHL to contact you directly and confirm your delivery. Selecting a ‘Safe place’ or preferred neighbour is advised, in case you are unable to be there when your order arrives. If a ‘Safe place’ or neighbour are not selected, and you are not there to accept the delivery, the goods will be destroyed and neither Dell’Ugo or DHL can offer a re-delivery or refund.
DHL is obliged to upload an image of the delivery location i.e. "safe place"/neighbour and as such this acts as a POD (Proof of Delivery). If and when the recipient advises to "leave safe" or with "neighbour" neither Dell’Ugo or DHL are no longer liable for loss or damage once the image has been uploaded.
In the event of a non-delivery (your products not having arrived on their intended delivery date), please contact us at help@ugogroup.co.uk. Our products are not suitable for consumption if they have travelled for more than 24 hours, so if your delivery does not arrive on the expected date, we recommend disposing the products. It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.
If you change address, you must update your address details on the "My Account" section of the dellugo.co.uk website to ensure that no deliveries are sent out to the wrong address. Please ensure this is done before placing your order. We are unable to provide refunds for any deliveries sent to the wrong location.
Returns and refunds
Freshness
Our pasta, sauces and breads are sent out in insulated packaging along with ice packs, to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact our Customer Support team at to let us know. If, at our sole discretion, the food does not meet our high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the products in question within 72 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
Damages
While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may happen in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
Non-Delivery
DHL will contact you once your order is confirmed, and you will be notified by them the estimated time of your delivery and also be able to choose where to leave the goods if you are out i.e. a neighbour. Whilst we try our best to ensure our goods are delivered, sometimes mistakes do happen and deliveries don't arrive. If we fail to deliver your order (i.e. if your goods have not arrived on their intended delivery date) we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.
Returns
Due to the perishable nature of our fresh produce, we are unable to accept returns. We offer our customers refunds or replacement delivery if our products are not delivered to an acceptable quality, as detailed above.
Product availability
Our fresh ingredients are subject to availability. In the event of any supply difficulties, we reserve the right, at our absolute discretion, to not send particular items and refund those products which were unfulfilled.
Offers and promotion codes
At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.
We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
Discounts and credits cannot be used in conjunction with any other offers.
Discounts and voucher codes cannot be redeemed against delivery charges; percentage discount vouchers are applied only to the cost of goods excluding delivery unless otherwise stated.
Customers enjoy free delivery on all orders above £25. However, if a promotional code is used, free delivery will no longer apply.
Circumstances Beyond Our Control
Adverse weather conditions
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.
Force Majeure
Dell’Ugo shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Dell’Ugo’s reasonable control.
Our liability
Whilst we agree to use all reasonable endeavours to ensure that the Dell’Ugo’s service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Dell’Ugo service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Dell’Ugo service impossible or impractical.
Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question.
Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Dell’Ugo service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.
Customer and recipient personal information
To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.
General
We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Dell’Ugo website and/or the Dell’Ugo service from time to time. We will publish any changes on the Dell’Ugo website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Dell’Ugo service or Dell’Ugo’s website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.
Additionally, we reserve the right to suspend, restrict or terminate access to the Dell’Ugo site and/or the Dell’Ugo services for any reason at any time.
These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Dell’Ugo website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.
