Frequently Asked Questions
Customer Service
Do I need to register to shop with Pure Spain?
No, you do not need to register to browse products or add items to your basket.
You can begin shopping immediately. When you proceed to checkout, you will be asked to register or log in before completing your purchase.
How do I find products?
From the homepage, you can begin shopping by selecting a category from the navigation menu or by using the featured links on the page.
To view more information about a product, simply select it. To add a product to your basket, click “Add to Basket”. You can remove it later if you change your mind.
How can I see what is in my basket?
To view the contents of your basket, select “My Basket”.
Your basket will show the products you have selected, their quantities and the total cost of your order.
How do I remove products from my basket?
From your basket, select the “–” icon next to the relevant product and then update your basket.
Your amended list of products will then be displayed.
How do I select multiple items?
To purchase more than one of the same product, add the product to your basket and use the “+” icon to increase the quantity.
You can also change the quantity shown next to each item and then update your basket to confirm the changes.
Are my personal details safe with Pure Spain?
We respect your privacy and take appropriate measures to keep your personal information secure.
We only request the information reasonably required to process and fulfil your order.
For more information about how we collect, use and protect your personal information, please read our Privacy Policy.
Do you offer wholesale pricing?
Yes. We offer trade pricing for restaurants, caterers, hotels, delicatessens, farm shops and other eligible businesses. We may also provide discounts for corporate gifts.
Please contact us through the Pure Spain website for further information.
Orders
How do I place an order?
Choose the products you would like to buy and select “Add to Basket”.
You may adjust quantities or remove products at any stage before payment.
When your basket is ready, choose “My Basket” or “Checkout” to review the order and provide your delivery and payment information.
How will I know whether my order was received?
After your order has been submitted successfully, Pure Spain or Iberica Ltd will send a confirmation email to the address provided during checkout.
If the message does not appear in your inbox, check your spam or junk folder.
Please contact us if you cannot find the confirmation email, as we may need to verify whether the order was completed.
Is it possible to cancel an order?
To request a cancellation, use the contact form on the Pure Spain website or telephone 01273 59 02 82 during office hours.
Please contact us before 10:00 am on the day before the planned delivery. Telephone us where the cancellation deadline is close.
Once an order has been processed, packed or dispatched, we may be unable to stop it.
Where a non-perishable order has already left us, please contact us and avoid accepting the parcel where practical. Any refund will be subject to our Returns and Refund Policy, and delivery charges may not be returned.
What happens when an item in my order is unavailable?
Where a product is unavailable, we may offer a comparable replacement of the same or a higher value.
Any substitute will be the same product or a closely related alternative wherever possible.
If no suitable replacement is available, we may remove the item from your order and refund the amount paid for it.
Can I place an order online and collect it that day?
Same-day collection may be available through our click-and-collect service.
Some orders can be prepared within one or two hours, although preparation time will depend on stock availability, the products selected and the size of the order.
Please contact us during opening hours and wait until we confirm that your order is ready before travelling to collect it.
Do you use environmentally friendly packaging?
We aim to use only the packaging required to protect the products and preserve food safety.
Many of our materials are recyclable, biodegradable or manufactured using recycled content.
Our hamper boxes are made from recycled cardboard. Where suitable, natural wood wool or recyclable paper filling is used instead of polystyrene.
What is the shelf life of cured meat?
Shelf life varies according to the type of meat, its packaging and the way it is stored.
Unopened products may remain suitable for a considerable period when kept in accordance with the instructions on the label.
After opening, cured meat should normally be wrapped securely, refrigerated and consumed within the period specified on the packaging.
Always follow the product’s storage guidance and use-by or best-before date.
How should cheese be stored, and how long will it last?
The shelf life of cheese depends on the variety, packaging and storage conditions.
Vacuum-packed cured cheese may have a long unopened shelf life. Once opened, it should be wrapped securely, refrigerated and consumed within the period stated on the label.
Please follow the product-specific storage directions and date information.
Can I buy a whole ham from Pure Spain?
Yes. Our range may include whole Serrano hams and Ibérico de Bellota hams, subject to stock availability.
Store a whole ham in a cool, dry and well-ventilated location and follow the preparation, storage and consumption guidance supplied with it.
Deliveries
What is the daily dispatch deadline?
Orders placed by 2:30 pm from Monday to Friday will normally qualify for dispatch on the same working day.
Orders received after the cut-off will usually leave us on the next working day.
Frozen, perishable and high-value perishable goods are not dispatched on Fridays.
Orders containing these products that are submitted after 2:30 pm on Thursday will normally be held until the following Monday. Bank holidays may affect this timetable.
When should my order arrive?
Qualifying orders placed before the relevant cut-off are normally dispatched that working day.
Most parcels travel on a tracked next-working-day service and are usually delivered on the working day after dispatch.
Frozen, perishable and high-value perishable goods are not normally sent on Fridays. Orders containing these items and received after Thursday’s cut-off will usually leave us the following Monday.
Delivery dates are estimates rather than guarantees. Remote destinations, bank holidays, severe weather and courier disruption can affect arrival times.
Which couriers do you use?
Most Pure Spain orders are sent through APC Overnight or DPD using a tracked next-working-day service.
Evri may be used for selected remote UK destinations.
Tracking is available from dispatch until the parcel reaches its destination.
After collection, the courier will normally send tracking details and an estimated delivery period. A more specific time slot may also be provided on the delivery day.
Courier depot information:
APC Overnight:
https://apc-overnight.com/contact/depot-finder/
DPD:
https://d1-depots.dpd.co.uk/
Where can I track my parcel?
Your tracking information will be emailed after the order has been dispatched.
Use the tracking link or reference to monitor progress and check for potential delays or delivery problems.
The courier may notify you when the parcel has been delivered, left in an approved safe location or handed to a neighbour.
If tracking confirms delivery but the parcel cannot be found, check the nominated safe place and ask nearby neighbours. Contact us immediately if it remains missing.
What time are deliveries usually made?
Parcels normally leave our premises at approximately 5:00 pm and are generally delivered on the following working day, often before 5:00 pm.
Around 99% of orders arrive on the expected date.
Next-working-day delivery is not guaranteed. Delays may result from traffic, sorting mistakes, weather disruption, driver availability or other events outside our control.
Customers should allow for delivery to take place up to one working day later than originally estimated.
Can I amend the delivery address or date?
Contact Pure Spain through the website form or call 01273 59 02 82 as soon as you become aware that a change is needed.
We may be able to update the delivery address or requested date before the order has been processed or collected.
Changes and redirections cannot be guaranteed after dispatch.
Can bad weather delay my order?
Severe weather and unsafe road conditions can disrupt courier collections and deliveries.
Where we are notified of a significant issue, we will make reasonable efforts to update affected customers.
For the latest information, please check the tracking updates provided by the courier.
How are chilled orders kept cold?
Chilled and perishable products are packed with gel ice packs and thermally insulated materials designed to help protect them throughout transit.
Extra cooling materials may be added during warmer periods.
When the package is handled correctly, its contents should normally remain chilled until the day after the estimated delivery date.
Unpack your order promptly and place chilled or frozen items into suitable storage as soon as they arrive.
How are products that require refrigeration delivered?
Refrigerated items are placed in insulated packaging with suitable cooling materials to help maintain an appropriate temperature during transport.
Cured meat and cheese can generally tolerate a limited journey in this type of packaging. However, all chilled goods should be unpacked and refrigerated promptly after delivery.
Please arrange for someone to receive chilled or perishable products on the first delivery attempt.
We cannot accept responsibility for deterioration caused by an unsuccessful delivery where the recipient was absent or suitable instructions were not supplied.
What should I know before ordering frozen products?
- Frozen items are sent in insulated packaging, but we cannot guarantee that they will remain fully frozen throughout delivery.
- Once collected, the parcel is transported and handled by the courier.
- Avoid postponing or rearranging delivery, as this could affect the cold chain and product condition.
- Many products can be refrozen when they remain sufficiently cold, but you must follow the instructions shown on the packaging.
- Only order frozen goods when someone can receive the parcel and place the products into freezer storage promptly.
What if a tin arrives dented?
Small dents and cosmetic marks may occasionally occur during transportation.
Where the seal remains intact, minor external damage does not normally affect the safety or quality of the contents.
A refund or replacement will only normally be considered where the tin is leaking, open, severely damaged or otherwise unsafe.
This condition applies to all tinned goods purchased from Pure Spain.
Will my parcel require a signature?
If nobody is available, the courier may leave the parcel in a suitable safe place or deliver it to a neighbour.
Add clear instructions during checkout if you do not want the parcel left unattended or accepted by a neighbour.
We will pass the instructions to the courier where possible, but we cannot guarantee that every request will be followed.
What happens if delivery is unsuccessful?
If the courier cannot complete delivery, your parcel may be returned to Pure Spain.
In these circumstances:
- Perishable goods will be disposed of for food-safety reasons and will not be refunded.
- Eligible non-perishable items may be refunded after deducting the applicable delivery, handling and return charges.
- Food orders will not normally be dispatched again because their safety and condition cannot be verified after a failed delivery.
Please ensure that someone is available or provide appropriate safe-place and access instructions.
Who is responsible for checking the delivery details?
The customer must provide a complete and accurate delivery address, telephone number and any required access information during checkout.
Review these details carefully before submitting your order and check them again in the confirmation email.
We may be unable to correct or redirect a parcel after dispatch.
Pure Spain cannot accept responsibility for failed deliveries, losses or delays resulting from incorrect or incomplete information supplied by the customer.