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FAQs

Ordering and Managing Your Account

Robineau Delivered

How do I amend an order I’ve already placed?
Any orders placed through the website may be amended or cancelled by the customer at no charge by telephoning our office on 01325 489129, provided that this is done before the cut-off time stated for your particular delivery day.

For Thursday Delivery order Tuesday before 5pm

For Friday Delivery order Wednesday before 5pm

For Saturday Delivery order Thursday before 5pm


How do I know if I have submitted an order?

You will receive an email confirmation upon completing your order online.

Is there a minimum order value?
There is a minimum order value of £25.

Can I place an order as a gift for somebody else?
Absolutely, as long as they are within our delivery area.

Delivery

Is there a delivery charge?
Each order you make is subject to a minimum delivery charge of £2.99 except for orders over £75 where delivery is free.

If you are not going to be available to accept your order the delivery charge will be £6.99 or £4.00 for orders over £75. This is to cover the cost of the wool cool box your order will be contained in. Our boxes are made from sturdy cardboard and contain insulating fleece liners and an ice pack to keep your delivery as fresh as can possible. Our boxes are sustainable, recyclable and reusable; so environmentally friendly.

Does my order have to include a box?
If you will not be available to personally accept your delivery, your order must include a box to keep the items fresh.

How does the Wool Cool Box system work?
Our boxes are made from sturdy cardboard and contain insulating ‘Wool Cool’ fleece liners. As such, they are expensive to buy but they do help the contents of your order to remain as fresh as possible. The boxes are sustainable, recyclable and reusable, so environmentally friendly.

Assuming you chose a box for your order, once unpacked we would like to encourage you to keep hold of it and leave it out for us to collect on your second order. Our aim is that you will pay for ‘your box’ only once. To help us achieve this we ask that you kindly place it in a safe, dry place so we can collect it on your second delivery. Once this has been checked back in we will generate a voucher which will be sent to your email address. You can use this on your third order redeeming the cost of the second box. Every time we receive a box back in good condition from you a voucher will be generated.

What time do you deliver?
Your order will be delivered between 12 noon and 6pm. In the near future we aim to give you a more accurate delivery time.

Do I have to be at home to receive my order?
If you are not going to be at home when we deliver your order, please add a ‘Wool Cool’ box and let us know a safe place to leave it. If you would prefer us to deliver your order to your place of work, just put your work address in to see if we delivery there too!

Why don’t you deliver to more areas?
We are currently a very small company and our delivery area reflects that. We are hoping to extend our delivery area in the near future. If you live just outside of our current delivery area, it is always worth telephoning the office on 01325 489129 to see if we can make an exception. Our app has the capacity to collect postcodes to enable us to formulate additional future delivery routes.

Where do you deliver to?

Hummersknott/Blackwell, Art Centre/West Side Darlington, Croft Hurworth, Middleton One Row/Middleton St George, West Eaglescliffe, East Eaglescliffe, Yarm, Cockerton, Faverdale, West Park Darlington, West Sedgefield, East Sedgefield, Wynyard

Robineau Collect

How do I amend an order I’ve already placed?

Any orders placed may be amended or cancelled by the customer at no charge by telephoning our office on 01325 489129 or emailing us at info@robineau.co.uk at least 48 hours before your order is due for collection. Please note for amendments for Tuesday collections, you must notify us by 5pm the Friday before.

Is there a minimum order value?

There is no minimum order for Robineau Collect.

How do I know if I have submitted an order?

You will receive an email confirmation upon completing your order online.

Can I place an order as a gift for somebody else?

No problem, please just let them know the order number and the name you have placed the order under.

What time can I collect my order?

Your order will be available for collection from 9:30am on the day you have selected. We are open until 5pm Tuesdays to Fridays and until 5:30pm on Saturdays.

Payments

How secure is your payment process?

All transactions are SSL (Secure Socket Layer) protected. Your information is securely transmitted during the processing of all payments. Our payment provider is Stripe which is a PCI Service Provider Level 1 which is the highest grade of payment processing security. You can rest assured that your payment information is safe and secure.

Contact Us

Call the office on 01325 489129 9am - 5pm Tuesday to Saturdays.
Alternatively send an email to  info@robineau.co.uk

Delivered or Collect?

Shopping Basket

You can choose to collect from the shop or have your order delivered within our delivery areas when you checkout.