Shop Terms & Conditions

Thank you for choosing to shop with Mackie’s!

We want to make sure that our products and service will make you very happy every time you buy something here on the web shop. Please tell us if things don’t turn out perfectly. You can contact us at shop@mackies.co.uk or telephone 01467 671466. We will take action immediately to put it right – in whichever way is most appropriate and suits you best. That might be by organising a refund, replacement, voucher or any better ideas which we or you may have! We like to live and learn.

Delivery Information

UK mainland delivery only.

Currently, we only ship to UK addresses. If you have placed an order and the shipment details are for an overseas address (not within the UK) we reserve the right to decline your order. If the transaction has gone through, your order may not be processed and you will receive a full refund. Please contact us if you live in Northern Ireland and would like to order.

Delivery Addresses

Please note that it is a requirement of the courier company that we must have, as well as the name, street, city, country address and postcode, the telephone number at the delivery address or the number of the person who has placed the order.

You will be asked to provide this information as part of the checkout process on the website. It will only be used in relation to your order or it’s delivery.

Shop Delivery Charges and Times

You should receive your purchase within 5 working days from order.

We deliver your goods using services of Royal Mail recorded delivery or a courier service like Hermes – we aim to pick the most efficient dependent on the size and weight of your order. The website has been set up with shipping charges to meet these delivery costs.

Dispatch

You will receive an email confirmation with details of your order. We aim to process and dispatch orders within 2 working days from receipt of an order. Our location in rural Aberdeenshire means that we have only one collection from the farm each working day. Please contact us on shop@mackies.co.uk if you do not receive an email with details of your order and if you do not receive your shipment within 7 days of placing an order.

Delivery by Royal Mail

We post small items like gift vouchers by first class recorded mail. This normally takes up to 2 working days for delivery.

Delivery by Courier

Standard delivery is sent via Hermes on a standard service. Hermes aims to deliver your parcel within 2-3 working days (including Saturdays) but please note this is not a guaranteed service. All Standard deliveries are tracked. Hermes will email you a tracking reference number for you to be able to follow your parcels. You should receive your purchase within 5 working days from order.

Delivery Cost

Under 1kg  4.99
1kg – 2kg  5.50
2kg – 5kg  6.99
5kg – 10kg  7.99
10kg – 15kg  9.50

Returns & Refunds

Gift vouchers are non-returnable items.

In the event that your order has not arrived in satisfactory condition – please first contact us on shop@mackies.co.uk or telephone 01467 641466 to inform us of your order number and description of the problem and tell us why you want to reject or return your items.

We have a 14 day return policy. If 14 days have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange.

We do not normally pay for return shipping but we will provide freepost details or a refund for return shipping cost if the return is made on our request or if your item was faulty or damaged. When returning an item please include the original order slip or a note with your order number as proof of purchase.

Our postal address is:

FAO Website Customer Service

Mackie’s of Scotland
Westertown Farm
Rothienorman
Aberdeenshire
AB51 8US

Refunds

Once your return is received and inspected, we will then send you an email to notify you of the approval or rejection of your refund. If approved, then your refund will be processed and applied to your original method of payment.

We do not offer an exchange service. We only replace items if they are defective or damaged. If you need to exchange it for the same item, please get in contact with us at shop@mackies.co.uk

Warm Weather

Please consider carefully when ordering chocolate in warm weather (over 25C) as we cannot accept responsibility for heat damage after dispatch.

Order Information

We use the Order Information that we collect generally to fulfil any orders placed on the website (including processing your payment information, arranging for shipping and providing you with invoices and/or order confirmations). Additionally, we may use this Order Information to communicate with you about your order.