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FAQs

Packaging & delivery

When will my order be delivered?

When checking out on our website you will be prompted to select a delivery date from our calendar date picker. If you check out using other methods such as the Shop app, you will not be prompted to select a date and we will instead deliver on our next available delivery day (we deliver Weds-Sat every week). If you wish to specify a preferred delivery date and you haven't selected one during the ordering process, please email us at customercare@freshmeatpacks.co.uk with your four digit order number and your preferred delivery date.

How will my order by packaged?

We use a revolutionary chilled packaging system that ensures your meat stays chilled while its on its way from us to you. Your order is carefully packaged in vacuum sealed trays and then packed inside a specially designed insulated liner with frozen gel packs, this is then sealed and placed inside a strong outer cardboard box. Our packaging system ensures that your meat stays at the correct chilled temperature for up to 48 hours whilst in transit to you. In most cases your order will only be in transit for 24 hours. Please don't be alarmed if the ice gel packs have defrosted when you receive your delivery, as they still maintain their cooling proprties long after they have defrosted. Upon receiving your delivery, we recommend unpacking and storing your products in the fridge or freezer as soon as possible, to ensure maximum freshness!

Can I track my order?

Yes! Our courier DPD have a fantastic free app that will provide you will live tracking for your order. On the day of your delivery, you will be sent a one hour delivery time slot (usually by 11am). You will also be able to provide your driver with further instructions for your order, for example leave with a neighbour or provide specific safe place instructions if you aren't going to be in (we strongly recommend this, if no delivery instructions are provided then it is at the drivers discretion where they deem to be a safe place for delivery).

When you are next up on your driver's delivery round, you will receive a further 'your next' notifiaction from the app. This is usually are 15 minutes before delivery.

Once your order has been delivered, you will be notified via the app and usually by SMS/email of the delivery being made. There will be a link with a photograph of your delivery.

What if I am not home to receive my delivery?

We strongly advise that you or a trusted friend/family member is at your property to receive your order in person. However, if this is not possible and no one is home, your driver will leave your order in your specified safe place or with a neighbour (if you've chosen this). If no safe place has been specified it is then up to the driver to choose a safe place to leave your parcel.

Important information regarding our and your responsibilities when carrying out your delivery

We are responsible for your order up to and including the point of delivery. Once your order has been delivered, either in person or to a safe place, it is then your responsibility. We/our courier will provide you with live updates for your delivery. You will be notified of your one hour time slot and also notified by SMS/email/app immediately when your delivery has been made. We strongly recommend being available in person to receive your delivery. If the parcel is left in a safe place, either according to your instructions or to the driver's reasonable discretion, you are responsible from the point of the delivery being made. We will not be liable for any loss, theft or damage to the parcel after the point of delivery.

My order has been delayed, what happens now?

Unfortunately on rare occasions your order may be delayed. This is very unlikely and over 98% of our customers receive their order on their chosen delivery date.

Due to all stock arriving fresh daily, on rare occasions there may be a delay in the arrival of fresh stock. If we have to delay your parcel, we will contact you via email to notify you of this. In most cases stock order delays are no more than one day. If you would prefer a refund at this stage then we are also happy to offer this.

Delays in transit

In the unlikely event that your order is delayed in transit, you will be notifed by DPD of the delay and in most cases your order will be delivered the following day. This is called a day two delivery. Please note that as delivery dates are not exact and only a preferred date, orders can not be cancelled or refunded as a result of a one day delay in transit. Should you refuse the delivery on day two, your order will be sent for disposal on day three and a refund will not be offered.

If the delay in transit is more than two days, the contents will no longer be at a guaranteed safe temperature so the goods will be returned to us for disposal. In the event of a delay in transit of over two days, we will offer you a fresh replacement order free of charge, or a full refund, whichever you prefer.

I have an issue with my order, what shall I do?

Our team are on hand to help you with any issues or questions you may have. Please get in touch by using either our live chat function on our website, or via email at customercare@freshmeatpacks.co.uk

Can I make substitutions to my order?

Although we cannot guarantee product substitions or changes are made to all of our meat hampers, where possible, we are happy to make these changes for you. Please email your four digit order number and your requirements to customercare@freshmeatpacks.co.uk

I have already placed my order but I need to add to it, how do I do this?

No problem! Simply get in touch via our online live chat or via email at customercare@freshmeatpacks.co.uk

If your order has not already been processed, we can add or make changes to it for you.

Where are you based?

We have two locations in Bury and Bolton.

Our Bury address:

The Quality Stall

Fish & Meat Hall

Bury Market

BL90BJ

Our Bolton address:

Unit 20

Belmont Works

Belmont

Bolton

BL78BN

I have made an order for collection, when/where can I collect?

Our opening times at Bury market are:

Wed-Sat 8am-4:30pm

Our opening times at Bolton are:

Mon-Fri 8am-2pm

Where is your meat sourced?

Our beef and lamb is proudly sourced from accredited farms throughout the UK. Our Pork and Chicken products are sourced from accredited farms in the EU. We have a network of reputable, trusted suppliers that source only the very best quality produce, at the very best price.

Do you supply wholesale products?

Yes! We certainly do. We supply to businesses across many sectors throughout the UK, whether this be retail butchers, restaurants, cafes, hotels. Our expert butchers can work with you to provide the exact product you are looking for, at a competitive price! We have a dedicated business to business sales team who would love to hear from you. Get in touch by email at info@freshmeatpacks.co.uk

Recommend a friend

We have a referral scheme that earns you discount points each time a new friend is recommended! Your friend will also receive a discount or free item on their first order with us too! All you need to get started is your unique referal code, you can obtain this by creating an account on our website. If you have any questions, please get in touch!