Customer Information

Shipping Policy

Every order is packed by hand in our Tavistock shop and sent on a tracked courier service. Here's everything you need to know about how and when your order will arrive.

2pmSame-day dispatch cutoff
Tue–FriDelivery days
48hrTracked courier service

Where and when we deliver

We deliver across mainland UK, including the Highlands and Islands, from Tuesday to Friday. We don't deliver on Saturdays, Sundays or Mondays, or on Tuesdays following a bank holiday.

We're sorry that we're unable to ship to the Isles of Scilly, the Channel Islands, the Isle of Wight or the Isle of Man.

Dispatch and delivery times

All orders travel on a tracked 48-hour courier service, so we dispatch your order two days before your selected delivery date. Once your parcel is on its way, the courier will send you an estimated delivery window.

  • Orders placed before 2pm, Monday to Friday (excluding bank holidays) are dispatched the same day, unless you've chosen a later nominated delivery date.
  • Orders placed after 2pm on Friday, over the weekend or on a bank holiday are dispatched on the next working day.
Ordering for a special occasion? While we do everything we can to hit your chosen date, courier delays are occasionally beyond our control and delivery dates can't be guaranteed. We strongly recommend choosing a delivery date at least one day early for birthdays, anniversaries and other occasions that can't wait.

Receiving your delivery

Many of our products are perishable, so our default instruction to the courier is to leave your parcel in a safe place if no one is available. You can give your own instructions in the Courier/Delivery Notes box at checkout. If you're not going to be in, you can also arrange with the courier to:

  • Change the delivery date
  • Nominate a trusted neighbour to accept the parcel
  • Leave the parcel in a safe place of your choosing (at your own risk)
  • Change the delivery address, or upgrade to a timed or weekend service where available

Please note: once the courier has followed your instructions, the parcel is considered successfully delivered and any risk of loss or damage — particularly to perishable items — rests with you. If your order contains chilled goods, please think carefully before asking for it to be left out.

Sending orders to multiple addresses

Happy to! Each recipient just needs their own separate order, using their delivery address at checkout. This is especially worth remembering when sending hampers to several people.

How your order is packaged

  • Standard orders travel in double-walled, unbranded boxes — so surprises stay secret
  • Gift boxes come in premium rigid card with a clear acetate wrap and bow
  • Wicker hampers are finest quality with leather closure straps
  • Everything is carefully packed with protective wrapping on a cushion of decorative straw
  • Hampers and gift boxes travel inside a thick, double-walled outer carton so they arrive in pristine condition

Shelf life of hampers

Shelf life depends on the contents. Hampers of non-perishable items typically keep for 6 months or longer. Hampers containing bakery or dairy products include perishables that need refrigerating as soon as they arrive — these generally have a 1–2 week shelf life, and we aim to ensure a minimum of 7 days remaining on use-by dates at delivery.

Please consider shelf life when choosing your delivery date. We can't accept returns or offer refunds on perishable items that were delivered on time but not used promptly.

Questions about your order?

We're always happy to help:

Roots & Vines
12 West Street
Tavistock, Devon PL19 8AD
Email: hello@rootsandvines.co.uk
Phone: 01822 616818