Delivery Information & Returns Policy

Delivery & Returns

Delivery

Please note, we only ship to the UK.

At EXALT, our aim is to see every single order delivered as securely and efficiently as possible.

Our range is made to order so that we can guarantee each bottle arrives at your door fresh and chilled. Because of this we need a little notice in advance to prepare, package and post your order especially for you.

How Soon Will I Get My Bottles Of Deliciousness?

If you have not chosen a delivery data when ordering via the online shop using the calendar tool, we will typically have your drinks with you in around 2/3 depending on how much stock we have.

The longest you'll ever need to wait is 5 working days (i know, i know - seems like a lifetime after using Amazon Prime next day delivery so often - but I promise you this will taste better than 40 loo rolls).

Free Delivery

We’d love to be able to offer free delivery for all orders but our products are pretty heavy and need to be delivered in insulated packaging so there are a few instances where we need to charge a small supplement. As sustainability is at the core of what we do, we chose to use natural insulation rather than polystyrene (gross) which also adds to the cost of our packaging. We keep this cost as low as possible for you guys by paying for as much as we can afford to (but a girls gotta eat yo!).

Check out the table below for more info and to find out how to qualify for free delivery.

We can deliver our delicious range directly to your home or office up to three times a week. We currently deliver Tuesday --> Friday (and Saturday). We can provide the following shipping options in the UK:

Option

Delivery Days

Delivery Time

Shipping Fee

Comments

Standard Shipping*

Tues-Fri

Anytime 
8am-6pm

FREE for orders over £50

£5 for orders £25 - £50

£10 for orders below £25

Choose your preferred delivery day using the shop link. If you have missed the cut off time the date option will be greyed out.  

Morning Shipping

Tues-Fri

Before 12pm delivery

£10

This service is only available for orders above £25

Saturday Shipping

Saturday

Anytime
8am-6pm

£15 

This supplement applies to all orders including subscriptions above £25

Highlands, Offshore UK, ROI & NI
Tues-Fri
Anytime
8am-6pm
£15 See notes below and this service is only available for orders above £25

 

*It is not possible to specify an exact delivery time on STANDARD. However you will receive a text from our carrier with a timeslot on the day of delivery. If you would like a guaranteed morning delivery or to receive same-day delivery, please select MORNING shipping options (additional charges will apply for upgrading the service).

We also provide delivery services to Northern Ireland, Scottish Islands, Scottish Highlands, Channel Isles, and Isle of Wight at a surcharge of £15. Please choose this as your shipping option. Failure to choose the correct postage will likely result in your parcel not arriving at your address (DPD dispose of food parcels after 24hrs unless a surcharge is paid for two day deliveries) This allows us to prepare your box for its (slightly longer) journey and make sure that our items arrive at your door fresh and chilled). Refunds won't be given if you did not chose the correct delivery option (soz, you were warned). 

Choosing a Specific Delivery Day 

  1. If you would like a specific day for your box to arrive, place your order using our build a box widget.
  2. Choose a delivery date that suits.
  3. Select your delivery date from the calendar and checkout! If you have missed the cut off time for your preferred delivery date, the option will be greyed out.

When your order is successfully processed, you will be sent an email confirmation with the delivery date as well as tracking information.

Delivery Address

To help us deliver your parcel without delay, please make sure that we have your correct delivery address and delivery instructions. If you provide an incorrect or partially incorrect address we cannot be held liable for this.

Receipt of Delivery

All of our products are delivered fresh and chilled to the address stated at checkout and must be refrigerated upon arrival. Once the products are delivered, we cannot be held responsible for products that are left to spoil or be stolen.

It is recommended that the package is delivered to an address where it can be received and signed for; otherwise, your products will be sent back to us if no one can sign for delivery and redelivery will be attempted at the customer's expense.

You are responsible for inspecting your delivery when it is received. Any defects, although rare, must be reported within 6 hours of delivery to be considered for refund or replacement. Please email us photos of the issue so we can identify the problem. 

Keep Chilled

Store your delivery in the fridge as soon as it arrives and turn your fridge setting down. Our range is super fresh so it’s important to keep them chilled below 4°C degrees at all times. If you go out, then we recommend taking an ice pack with you to keep your drink nice and cool. Or better yet, use one of our insulated bottles that are available in our store.

Adverse Weather Conditions

We are not responsible for any adverse weather, traffic, or third party negligence, and any delay these may cause for your order.

Cancellations

Cancellation requests for orders placed must be submitted by getting in touch via our contact us form right away. This means notifying us before the scheduled dispatch time in order to give us time to communicate the change with our warehouse team. Kindly note that we may not be able to guarantee the cancellation outside of this time window.

Our Delivery Partner

From ‘bush to bottle’, we care about our impact on the environment, right down to the couriers we choose to deliver our fresh range.

We’re proud to work with DPD who are driving the change for a greener, more sustainable future, in a number of ways. You can learn more about their green initiatives here.

Learn more about DPD’s carbon neutral commitment here and view their Carbon Neutral Certification here.

 

Delivery FAQs / Terms

You can find expanded delivery FAQs here. But these are worth noting:

Order Not Arrived Within Allocated Time Slot
If your timeslot has passed with DPD please check your DPD email confirmation for more details. If you are still having issues, please contact us within 3hrs of your expected delivery slot at 
hello@exalt.co.uk and we will sort this for you as quickly as we can. The sooner we know the sooner we can attempt to sort this.
However, we cannot be held liable for parcels that are missing if you have not contacted us on the same day of delivery.

Order Missing / Stolen

Most orders come with a chosen delivery date  and you will also be notified the day prior to dispatch. You will also be notified by DPD the morning of your delivery with an estimated 1hr time slot of your delivery.

If you are not available to receive your package in person at the specified address, please make sure that you notify DPD via their app or website with instructions for your box to be left in a secure and safe place. If no safe space is available, please provide instructions to leave with your favourite neighbour. 

Failing all this, you can contact DPD customer services 0121 275 0505 to ask them to leave it at the depot for you to collect that same day, otherwise it will be destroyed at 24hrs due to it being a chilled product.

Please note that you are responsible for instructing the courier with clear, appropriate and reasonable instructions to deliver your box, if necessary.

We cannot be held liable for parcels that have gone walkabouts if the appropriate steps have been taken by you to avoid this happening. That said, we will also help out where we can and when necessary to put things right.

Damaged Items

Firstly, we are really sorry to hear that, let’s try and get this sorted for you. If there are any issues or missing items please email us at hello@exalt.co.uk. Make sure you let us know by email within 6 hours of delivery.

 


Returns

We are committed to delighting our customers with the best tasting and highest quality products. This doesn't happen overnight and requires continuous improvement that comes from listening to our customers and taking every feedback into consideration to enhance the overall customer experience.

That said, we recognise that sometimes mistakes may happen (after all, we’re only human!). If for any reason we deliver a service or product that has not met your expectations, we want to know and we will work with you to make it right. To do this, please provide our contact us with a picture and description of the issue so we can fully look into the problem.

Ambient Items (Non-Chilled Products): Items must be returned in saleable condition or unopened with all packaging/hygiene seals intact. Items must be returned to us within fourteen days of your receipt. Please be aware that due to EU hygiene regulations we cannot offer a refund, replacement or exchange on items returned in non-saleable condition. Also note that you will be responsible for the cost of returning the item if it is not faulty.