NEED HELP WITH YOUR ORDER?
Please email our customer service team on: orders@carluccios.com
Monday to Friday: 9am – 8pm
Or call us on 020 3832 7231
Delivery options & costs
FREE standard UK shipping on orders over £40.
Standard Delivery – £3.95. Please allow 2 to 4 working days for delivery.
Express Delivery - £6.95. Cut off 2pm Monday to Friday. Please allow up to 2 working days for delivery.
What payment methods can I use?
The following payment methods are accepted on Carluccios.com: Visa, Mastercard, American Express, Maestro, Discover, Diners Club, and UnionPay debit and credit cards.
You can find additional Terms and Conditions for PayPal payments at www.paypal.co.uk. (Carluccio’s is not responsible for the content of external websites).
All prices on carluccios.com are in pounds sterling (£) and include VAT where applicable.
Do I need to sign for my parcel?
No signature is required. All items will be tracked and dispatch and delivery emails will be sent.
Do gift physical vouchers also get sent via courier?
Our standard dispatch and courier rules apply to physical gift vouchers.
Do you deliver to offshore UK or to British Forces Post Office (BFPO) and military bases?
Yes – we deliver to Scottish Highlands & Islands, Northern Ireland, Isle of Man, the Channel Islands, BFPO and Military Bases.
If you are ordering for these locations, please mention this in the “Order notes” section in the checkout and include a telephone number should our courier have any problems.
Do you deliver to international (non-UK) addresses?
Unfortunately we are unable to deliver outside of the UK, other than to BFPO and Military Bases.
Are any locations excluded from next day delivery?
Yes – the following postcodes are currently excluded from Next Day Delivery:
All GY – Guernsey
All JE – Jersey
All BT – Northern Ireland
All IM – Isle of Man
TR21 – TR25 – Scilly Isles
Scottish Highlands
FK17-99
G83
IV1-28, IV33-39, IV52-54, IV63, KW1-14, PA21-33, PA34-40, PH18-26, PH30, PH31-41, AB36-38, AB55-56 and All IV
Scottish Islands
HS1-9, IV40-51, IV55-56, KA27-28, KW15-17, PA20, PA41-49, PA60-78, PH42-44, ZE1-3
BFPO
Military Bases
Returns, Refunds and Cancellations
At Carluccio’s we want you to enjoy everything you buy from us.
So if something is not right, we will be happy to offer a refund.
How to make a return
You can return goods to Carluccio’s Online within 14 days of delivery. Please make sure that anything you would like to return is unused, in a saleable condition, with any labels still attached and in its original packaging.
For help in regard to a specific order, please email the customer service team on orders@carluccios.com or call us on 020 3832 7231
Customers are responsible for the costs of returning items to us unless faulty.
If the customer receives damaged products or the wrong product, they should notify us as soon as possible. They may return the products for a full refund. Any such refund will include all postage and packaging charges which have reasonably been incurred by the customer.
If for whatever reason the customer is unhappy with their purchase, the items can be returned in their original condition within 14 days of receiving their order, following the steps below
Take the securely packaged item to your nearest Post Office and obtain a proof of postage receipt.
The parcel must be returned to the address below:
Carluccio’s, York House, Wetherby Road, York, YO26 0EX
The parcel is the customer’s responsibility until it reaches the warehouse, therefore you need to retain proof of postage otherwise you will be liable for any items lost in transit.
Refunds
Once we have accepted your returned items, we will reimburse the price you paid to your original credit or debit card or e-voucher.
We will refund or exchange any item you are not completely happy with when you return it to us in a saleable condition within 14 days of the item being delivered to your nominated address.
Please return items in their original condition, unused, in their original packaging.
Where promotional discounts are applied to orders, the discount will be applied to each item in the basket. In the event of a return, you will not be refunded the discounted proportion.
Additionally any complimentary promotional gift given with an order must also be returned if you are returning those goods to which the gift related.
Cancellations
We are happy for customers to cancel their order for a full refund, unless stated otherwise in the item description, so long as the items have not been dispatched. Please email the customer service team on orders@carluccios.com. or call us on 020 3832 7231
If your item has been dispatched we ask for it to be returned in its original packaging and will offer you a refund as outlined above in the “Refunds” section.
Substitute Items in Hampers
If, due to unforeseen circumstances or in the event of supply issues, we may substitute an item within a hamper. The substitute product will be of equal or greater value than the original product listed, at no extra cost to you.