FAQ and T&C
This section is intended to be helpful to you. It covers the most frequently asked questions and details the normal terms & conditions (T&C) of retailing. If you are in doubt about anything please e-mail us on email@example.com or phone us on +353 23 8854731. Latest Updates are in Red text.
General Terms & Conditions (T&C)
Deliveries - Costs, Lead-times, Method, Cancellations and other Details
Payments & Pricing - Methods, Security, Refunds, VAT
Hamper Contents - Availability, Substitutes, Damages, Returns, Personalisation
Contact - Company Name, Telephone, Address, E-Mail, Privacy
General Terms & Conditions (T&C)
These on-line shopping T&C apply to all orders which you ("customer", "your") place on the website www.urru.ie ("us", "we", "our" "Urru on-line hamper shop", "Urru website"). The www.urru.ie website is owned and operated by Urru Foods Ltd., trading as Urru. Please read the T&C fully before placing an order. Placing an order on the www.urru.ie website infers that you have read and have agreed to be bound by these T&C. At all times your Irish and EU consumer staturtory rights are covered.
Some hampers contain wine. Therefore, we can only sell to customers aged 18 years or over and by placing an order on the Urru website you confirm that you are aged 18 or over. Similarly all deliveries must be signed for by an adult aged 18 years or over.
Many items in the hampers/ giftboxes are perishable and/ or may have a rapid expiry date therefore your normal EU right to a seven day "cooling off" period to withdraw purchases does not apply to these items. The cooling off period does not apply to any sealed item where the seal has been broken.
When you place an order on the www.urru.ie website for an item(s), you agree to purchase those items from us. We send you an order confirmation e-mail. We accept your order when we send you a dispatch confirmation e-mail to confirm your order has been dispatched. The contract between us is then formed for only those items detailed in the dispatch confirmation e-mail. We reserve the right not to supply you at our discretion.
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1. Deliveries - Costs, Lead-times, Method, Cancellations and other Details
1.1. There is a schedule of delivery costs depending on the number of hampers and delivery points you are choosing. In general there is no delivery charge for hampers collected from the shop or delivered within Bandon town. It costs €10 for one box under 20Kg (our heaviest normal hamper is 15Kg) to one delivery point in Ireland. Costs for exported hampers vary by country and are detailed in the cost section. We are happy to offer reduced rates for large orders (over €500) and will confirm these directly with you via e-mail.
1.2 The normal lead-times for deliveries placed before 12 noon will be as follows
||Delivery in Ireland
||Delivery to UK
||Delivery to Europe
|Order by 12 noon Mon, Tue, Wed
||Wed, Thurs, Fri
||Fri, Mon, Mon
||Fri, Mon, Mon
|Order by 12 noon Thurs
|Order by 12 noon Fri, Sat, Sun
These lead-times will increase at busy times of year (e.g. Christmas, during Covid-19) and over Bank Holidays in country of dispatch and/ or delivery. We will alert you to any risks to delivery dates where ever is practical.
We will make every effort to deliver your goods to the indicated lead-times however, we will not be liable if we fail to do so due to circumstances beyond our control.
If the nominated place of delivery is unattended at the time delivery is attempted, the delivery person will leave a calling card with their phone number on it. It is your responsibility to contact the courier for another delivery attempt.
1.3 The method of delivery we use is by a 3rd party courier. Your delivery can normally be tracked. We recommend where possible using a workplace delivery address to ensure there is someone available to accept the delivery. If no-one is available to accept the delivery the courier will leave notification and contact details. It is your responsibility to call the driver and agree a time for to reattempt delivery. If the second attempted delivery is unsuccessful the delivery may be returned to Urru and will need to be dispatched again. This will incur an additional delivery charge.
1.4 There may be occasions when you need to cancel an order. Orders must be cancelled by phoning us on +353 23 8854731 as we aim to dispatch orders promptly. If you cancel before we dispatch the order then you will get a full refund of the price you paid. If you requested us to order in a specific item for your hamper then there may be a cancellation charge related to that item. If you cancel an order after it has been dispatched then you will be charged for the delivery charges; the price you paid for the hamper order will be refunded once the hamper is returned to us un-opened within 72 hours (the couriers normal lead-times).
1.5 Please note other delivery details as follows:
Delivery will be made to the address specified by you on your order form.
Once the items are delivered to this address, responsibility for loss, breakage and damage passes to you.
Goods must be signed for and received by a person 18 years of age or over. Our nominated courier may ask you for identification to this effect and reserves the right to withhold delivery until they can be sure that it is accepted by a person of 18 years or over.
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2. Payments & Pricing - Methods, Security, Refunds, VAT
2.1 The methods of payments that you can use on-line are credit cards (Mastercard and Visa) and debit cards (Visa). Alternatively you can pay with cash or card on collection of your order in the shop or by card over the phone at the time of placing an order. Ownership of items purchased does not pass to you until payment is received by us in full.
2.1 The prices in the on-line shop for each hamper are in Euro (€). The prices exclude delivery and include Irish VAT where applicable. The prices are subject to change depending for example on product availability; product updates and price increases; promotions and any other reasonable trading reasons. The total and final cost of your order within the EU will be clearly indicated at the checkout before you are charged. Our liability to you in connection with any order will not exceed the total price charged for the relevant items.
Where applicable, your credit card company will automatically calculate the exchange rate.
We try to ensure that all prices are accurate however errors may occur. If we discover an error in the price of items you have ordered, we will contact you as soon as is possible. You will then have the choice to re-confirm your order at the correct price or cancelling it. If we cannot make contact with you, we will cancel the order for any items that were incorrectly priced.
2.1a For an interim period from January 2021, as we update our trading and pricing details for deliveries to the UK to more robust and sustainable terms, we will operate on a "Delivered At Place (DAP)" basis (also called Delivered Duty Unpaid (DDU). This term indicates that the seller only takes responsibility for shipping the product, and requires the customer to pay any import costs, such as VAT, duties, and clearing fees.
2.2 Urru uses and adheres to all the security systems set out by our providers Shopify, Realex and Worldpay.
2.3 We hope that it never happens however if any item you order is damaged in transit then we will replace the item or refund you the prevailing price of the damaged item (only) at the time of purchase, if you adhere to the following criteria: damages are reported to us within 24 hrs of receipt of delivery by phone to +353 23 8854731; where practical if the damage is obvious on arrival of the delivery please do not sign for it and return it to the courier; where practical please take a photograph of the damage.
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3. Hamper Contents - Availability, Substitutes, Damages, Returns, Personalisation
3.1 The photographs on the Urru on-line hamper shop are primarily for illustration and may include items that are props and not actually included in the hamper. Actual hamper contents are those items listed in the description for each hamper. The final colour and packaging of the hamper may vary depending on availability of materials. Hampers for delivery by courier will be packaged primarily for product safety and integrity and all effort will be made to retain the aesthetic appearance of the hampers.
3.2 We accept orders subject to product availability. Due to the artisan/ small producer nature of our products availability may be limited or inconsistent. We try our best to ensure each listed item in your chosen hamper is available however if it is not we may substitute the item with one of the equivalent or better quality.
3.3 We hope it will not happen however in the event of products being damaged please follow the procedure outlined in section 2.3. Damaged items will be replaced.
3.4 We hope you will not have to return any item. However, if a product is defective or faulty please call us immediately on +353 23 8854731. You may return it within a reasonable period of time for a replacement or refund at the price you actually paid for the item. A refund will only be made to the person and card used for the original purchase.
3.5 Delivery and/ or postage charges cannot be refunded in any circumstance except the reimbursement to you for normal postage for the return of of any damaged or defective or faulty item or any item that was delivered in error.
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4. Contact - Company Name, Telephone, Address, E-Mail, Privacy
4.1 The website www.urru.ie, of which the Urru on-line hamper shop is a part, is owned and operated by Urru Foods Ltd., trading as Urru. The company registration no. is 367346. The VAT no. is 6387346D. The postal address is "Urru Culinary Store, The Mill, Mc Swiney Quay, Bandon, Co. Cork, P72TX48, Ireland. We can be contacted directly on +353 23 8854731 or by e-mail to firstname.lastname@example.org
4.2 We take the privacy, security and confidentiality of your personal information very seriously. The security systems for managing your credit card details is outlined in section 2.2. We do not share your information with anyone else. We may correspond with you by phone or by e-mail in the course of completing a particular purchase up to and including following up on post-purchase satisfaction. For sales and promotional purposes, we will communicate directly with you only with your permission. Electronic communication will satisfy any legal requirement for communication to be in writing.
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