1. Purpose and Status of this Policy

1.1 This Delivery & Payment Policy (“Policy”) explains how we schedule, fulfil and deliver orders, how risk is allocated, and how payments are taken. It should be read together with our Terms and Conditions, Privacy Policy and Cookie Policy.
1.2 If there is any inconsistency between this Policy and our Terms and Conditions, the Terms and Conditions prevail.
1.3 By placing an order with Two and a Half Birds Ltd (“we”, “us”, “our”), you confirm you have read and accept this Policy.

2. Who We Are and Where We Deliver

2.1 We are Two and a Half Birds Ltd, company number 12513829, registered office 128 City Road, London, EC1V 2NX; email info@tahb.co.uk; telephone +44 7777 252337.
2.2 We deliver within Brentwood postcodes CM13, CM14 and CM15 (the “Delivery Area”). Orders for addresses outside the Delivery Area may be accepted at our discretion, and may attract additional lead-times and charges.
2.3 We do not deliver to PO Boxes, parcel lockers or outside the United Kingdom.

3. Nature of Our Products (Made-to-Order; Perishable)

3.1 All Products are freshly made to order. They are perishable and time-sensitive.
3.2 We operate under an approved HACCP plan and hold APHA approval applicable to our activities. Products leave our control in a safe and lawful condition when prepared and dispatched in accordance with those controls.

4. Ordering Cut-Offs, Preparation and Dispatch

4.1 Orders placed before 16:00 (UK time) are normally prepared for next-day dispatch (excluding public holidays or dates we announce as unavailable). Orders placed after 16:00 roll forward to the next available preparation day.
4.2 During peak periods (including Christmas, Easter and other seasonal peaks) or where supply constraints arise, preparation or dispatch may take longer. We will act reasonably to inform you of material delays.

5. Delivery Scheduling and Method

5.1 Delivery will be made to the address you specify at checkout. If access restrictions apply (gated entries, building codes, parking constraints), you must provide accurate instructions.
5.2 You may nominate a safe place for unattended delivery. If you do so, you agree that delivery may be completed by leaving the Products at that location and that proof-of-delivery (including a time-stamped image) may be captured.
5.3 Where no one is available and no safe place has been authorised, the driver may attempt to contact you. If delivery cannot be completed, we may:
(a) re-attempt delivery the same day where feasible; or
(b) schedule a re-delivery (charges may apply).
Because Products are perishable, they cannot be returned to depot for extended storage. If delivery fails for reasons within your control (e.g., incorrect address; no access; no safe place authorised), the Products may be disposed of and no refund will be due for the spoiled goods.

6. Delivery Windows and Delays

6.1 Any delivery times provided are estimates. Time is not of the essence.
6.2 We are not responsible for delays caused by events beyond our reasonable control (e.g., severe weather, road closures, accidents, industrial action). This does not affect your statutory rights in relation to faulty or misdescribed goods.

7. Passing of Risk and Title

7.1 Risk in the Products passes to you on delivery at the delivery address you provided, or at the moment Products are placed in the authorised safe place (which is deemed delivery).
7.2 Title passes only when we receive full cleared payment for the relevant order.
7.3 Until delivery occurs, risk remains with us. After delivery, you are responsible for storage and handling (see Section 9).

8. Address Changes and Redirections

8.1 Address changes before dispatch will be accommodated where reasonably possible.
8.2 After dispatch, redirection is not guaranteed and depends on the carrier’s capability. A redirection or administration fee may apply. Redirection outside the Delivery Area may be refused.

9. Temperature, Storage and Use Instructions (Customer Duties)

9.1 On delivery, you must refrigerate promptly at or below 5 °C and consume within 48 hours unless the label states otherwise.
9.2 Do not leave Products at ambient temperature beyond two hours, and do not refreeze.
9.3 You are responsible for ensuring an authorised person receives the delivery or that your nominated safe place is cool, shaded and clean. We are not liable for deterioration caused by prolonged exposure to heat/sunlight, delays in collection from a safe place, or failure to follow storage instructions.
9.4 Always supervise feeding and introduce new foods gradually. We do not provide veterinary advice; consult your veterinary professional regarding your animal’s specific needs.

10. On-Delivery Inspection and Issues

10.1 Please inspect the Products at delivery. If any item appears damaged, leaking, unsafe or not as described, notify us as soon as reasonably possible and within 48 hours with photographs and your order number. Retain the Product and packaging where feasible.
10.2 This 48-hour reporting window is an operational requirement to help us investigate quickly—it does not limit your statutory rights for faulty goods under the Consumer Rights Act 2015 (see Section 12).

11. Non-Delivery and Missing Items

11.1 If you believe your order has not arrived on the date indicated, please contact us within two working days so we can trace the delivery promptly.
11.2 Where tracking shows successful delivery (including safe-place proof) but you dispute receipt, we will review available evidence (including geostamps and delivery images) and act reasonably. For unattended deliveries, risk passed on delivery to the authorised location.

12. Returns, Replacements and Refunds (Perishables)

12.1 Because Products are perishable and made-to-order, we do not accept change-of-mind returns.
12.2 Your statutory rights are unaffected. If Products are faulty, unsafe, or not as described, you are entitled to remedies under the Consumer Rights Act 2015, including the 30-day short-term right to reject for faulty goods, or repair/replacement where appropriate.
12.3 Where we agree a refund or replacement, we may arrange collection or evidence-based verification. Refunds are made to the original payment method within a reasonable time after approval.

13. Delivery Charges

13.1 Any delivery charge applicable to your order is displayed at checkout before you pay.
13.2 Additional charges may apply for redelivery, redirection after dispatch, deliveries requested outside standard windows, or deliveries outside the Delivery Area (where accepted).

14. Substitutions and Variations

14.1 As Products are hand-prepared and dependent on seasonal supply, reasonable variations in appearance, weight or ingredients may occur.
14.2 If a listed ingredient is unexpectedly unavailable, we may make a like-for-like substitution that does not materially change the character or quality of the Product. We will never substitute an allergen-containing ingredient for a non-allergen without drawing this to your attention.

15. Allergens and Cross-Contamination

15.1 Allergen information is published to the best of our knowledge. However, cross-contamination cannot be ruled out entirely.
15.2 You must tell us about allergies and intolerances at the time of ordering and review the label on delivery. We cannot accept liability for reactions where relevant information was not disclosed or instructions were not followed.
15.3 For tailored allergen needs, contact us before ordering so we can confirm feasibility.

16. Product Recall or Withdrawal

16.1 In the unlikely event of a safety recall or withdrawal, you agree to cooperate with our reasonable instructions, including ceasing use, isolating affected Products, and providing contact details necessary to complete the recall efficiently.
16.2 Where a recall is initiated, remedies will be provided in accordance with law and our Terms.

17. Payment Methods and Timing

17.1 We accept payment by Stripe and PayPal only. We do not accept cash on delivery or bank transfers initiated outside those providers.
17.2 Payment is taken at the time of order (authorisation and capture may follow the provider’s flow). We do not prepare or dispatch until payment is authorised.
17.3 Your payment information is processed by Stripe or PayPal as independent controllers; we do not store full card numbers or CVV. See our Privacy Policy for details.

18. Pricing, VAT and Invoices

18.1 Prices are in GBP. We are not currently VAT-registered; VAT is therefore not charged. If our VAT status changes, prices and invoices will be updated and clearly indicated.
18.2 A confirmation email will be issued after order placement. A VAT-style invoice (showing VAT at 0% while unregistered) or payment receipt will be available electronically.

19. Fraud Prevention and Chargebacks

19.1 We may use risk screening and fraud-prevention tools. Orders that fail checks may be refused or refunded.
19.2 If you believe a payment was unauthorised, contact us and your payment provider promptly. For disputes unrelated to fraud, please contact us before initiating a chargeback so we can investigate swiftly.

20. Privacy and Data Sharing with Carriers

20.1 To deliver your order we share necessary details with carriers (name, address, phone, delivery instructions; and where safe-place delivery is used, proof-of-delivery photographs).
20.2 For full details of how we handle your personal data, including with payment providers and delivery partners, see our Privacy Policy.

21. Force Majeure

21.1 We are not liable for delay or failure to deliver where caused by events beyond our reasonable control (including severe weather, road closures, accidents, industrial action, utility failures or regulatory interventions). We will take reasonable steps to mitigate and to keep you informed.

22. Contact

22.1 To discuss delivery arrangements, non-delivery, damage or payment queries, contact: info@tahb.co.uk or +44 7777 252337. Please include your order number and photographs where relevant.

23. Changes to this Policy

23.1 We may update this Policy from time to time to reflect changes in law, operations or carrier arrangements. The effective date appears at the top of this page. Material changes will be signposted on our website.