How it works

Every order you place through the Free From Festival Marketplace (the Marketplace) is prepared and sent to you directly by the wonderful artisan free-from producers we work with (the Seller).

 

Each Seller is responsible for specifying the delivery options offered for each of their products. The delivery options available will be clearly displayed on each product page, together with the applicable delivery fee. Some products may have higher delivery costs than others, due to their size, weight or unique shipping requirements. 

 

As products are prepared and shipped by each Seller directly, if you place a single order through the Site which contains products from more than one Seller, you will receive a separate delivery (or deliveries) for each. 

 

The applicable delivery fees will be clearly displayed in your basket, and will also be confirmed in your order summary before purchase.

 

All delivery options are for UK deliveries only. International delivery is not currently available for any orders made through the Marketplace. 

 

Some items (particularly those which must be made fresh to order) may have additional lead times before the items can be shipped. The product page will specify estimated delivery timescales for each item.

 

As soon as your items have been dispatched you will receive confirmation by email that your delivery is on its way. Tracking may be available in some cases, but this will depend upon the delivery options offered by the Seller (and/or selected by the customer). 

 

Each product page features a “Chat Now” button, where you can raise any queries you may have directly with the Seller.

 

Late delivery

Very occasionally, unavoidable factors outside of the Seller’s control can cause delay to anticipated delivery times. We do ask for your patience if this happens as you can rest assured that the Seller will be doing their very best to ensure that you receive your products as soon as possible. 

 

If your items haven’t arrived within the delivery timescales displayed on the relevant product page(s) and you have not been contacted by the Seller in relation to any issues with delivery, please use the “Chat Now” function to let them know. If, for whatever reason, the Seller is unable to assist, please Contact Us directly.

 

Returns & refunds

In the unlikely event that you experience any issues with the products you receive following an order placed through the Marketplace, please consult the product information page for the product in question, which will specify the Seller’s returns and refunds policy in respect of that particular item. 

 

Use the “Chat Now” button on the relevant product page to get in touch with the Seller who will be happy to discuss and hopefully resolve any issues. 

 

As the Seller’s payment agent, if the Seller agrees that a refund is justified we will process the refund directly to the payment card used when you placed the order. 

 

Unfortunately, some items are non-returnable (and are only refundable if faulty). Generally, these will be perishable products which cannot be resold. That said, both we and our Seller’s are committed to ensuring that you receive the best possible experience in respect of each and every product ordered through the Marketplace. Therefore if you aren’t satisfied for any reason with a non-returnable product please do still contact the Seller to raise and discuss any issues. 

 

In the unlikely event that you are not able to reach an agreement with the Seller directly to resolve any issues, please do Contact Us.