Shipping and Delivery Policy

Delivery Areas

Pure Spain currently delivers to mainland UK addresses only. We are unable to fulfil orders for delivery outside the United Kingdom.

Every order is subject to product availability.

Dispatch Cut-Off Times

Orders placed before 2:30 pm from Monday to Friday will normally be prepared for dispatch on the same working day.

Orders submitted after the 2:30 pm deadline will usually leave us on the next working day.

Frozen, chilled, perishable and high-value perishable products are not dispatched on Fridays. Orders containing these items that are received after 2:30 pm on Thursday, or at any time on Friday, will normally be held until the following Monday. Bank holidays may affect this schedule.

Couriers and Delivery Services

Most orders are sent using APC Overnight or DPD on a tracked next-working-day service.

Evri may be used for deliveries to certain remote UK locations.

Tracking is available for all of our delivery services, allowing you to follow your parcel from dispatch through to delivery.

After the parcel leaves us, the courier will normally email or message you with tracking information and an estimated delivery window.

A further update with a narrower estimated time slot may be sent on the morning of delivery.

Courier depot information:

APC Overnight:

https://apc-overnight.com/contact/depot-finder/

DPD:

https://d1-depots.dpd.co.uk/

Expected Delivery Times

Parcels usually leave our premises at approximately 5:00 pm and are generally delivered on the next working day, normally before 5:00 pm.

Around 99% of orders arrive on the expected date. However, next-working-day delivery is an estimated service rather than a guaranteed one.

Occasional delays may result from courier sorting errors, traffic disruption, severe weather, driver availability or other events outside our reasonable control.

When placing an order, you accept that your parcel may arrive up to one working day later than the original estimated delivery date.

Please contact us if your parcel has not arrived by 3:00 pm on the expected delivery day. We will then contact the courier and investigate the delay for you.

Order Tracking

Tracking details will be sent to you by email after your parcel has been dispatched.

These details allow you to monitor the delivery journey and identify possible delays or delivery problems.

You may also receive confirmation when the parcel has been delivered, placed in a safe location or handed to a neighbour.

Where tracking shows that delivery has been completed but you cannot find the parcel, please first check any nominated safe place and ask nearby neighbours. Contact us immediately if the parcel still cannot be located.

Chilled Packaging and Temperature Protection

Chilled and perishable orders are packed using gel ice packs and specialist insulated materials designed to help maintain a suitable temperature during transit.

Additional cooling materials may be included during periods of warmer weather.

When handled correctly, an order should normally remain chilled within its packaging until the day after its expected arrival.

Please unpack the parcel promptly and place chilled or frozen products into suitable refrigeration or freezer storage as soon as possible.

Contact us within four hours of delivery if you are concerned about the temperature, condition or safety of any product.

Frozen Goods

Please consider the following before purchasing frozen products:

  • Frozen items are packed with insulated materials and suitable cooling products, but we cannot promise that every item will remain completely frozen throughout the journey.
  • After collection, the courier is responsible for transporting and handling the parcel.
  • Changing or postponing the delivery through the courier’s website or application may interrupt the cold chain and affect product quality.
  • We cannot accept responsibility for deterioration caused by a delivery being delayed or rearranged at the customer’s request.
  • A product may often be refrozen when it remains sufficiently cold on arrival, but you must follow the storage and safety instructions shown on its packaging.
  • Where products arrive and are no longer cold, accept the parcel, inspect the contents and contact us within four hours.
  • Frozen products should only be ordered when someone can receive the parcel promptly and transfer the items into freezer storage without delay.

Tinned Goods

Transport can occasionally cause small dents, scratches or other cosmetic marks on tins.

Where the seal remains intact, minor cosmetic damage will not normally affect the quality or safety of the food and will not qualify for a refund or replacement.

We will investigate any tin that arrives leaking, open, badly damaged or otherwise potentially unsafe.

Please contact us promptly and provide clear photographs of the affected tin, its packaging and the delivery label.

These conditions apply to every tinned product purchased through the Pure Spain website.

Signatures, Safe Locations and Neighbour Delivery

Unless specifically stated, a signature may not be required when your order is delivered.

Some courier services use contactless delivery and may record a photograph or GPS location as evidence that the parcel has been delivered.

If nobody is available, the driver may leave the order in a suitable safe place or deliver it to a neighbour.

Customers who do not want a parcel left unattended should add clear instructions during checkout, such as:

  • Do not leave in a safe place.
  • Deliver to a neighbour only.
  • Do not leave with a neighbour.

Where no instructions are supplied, the courier will follow its normal delivery procedures.

Responsibility for the parcel passes to the recipient once delivery has been completed at the supplied address, including where the parcel is left in an appropriate safe place or accepted by a neighbour.

Access and Delivery Instructions

Please provide all information needed for the courier to reach the delivery address successfully.

Useful details may include:

  • Gate or entry codes.
  • Flat, unit or apartment numbers.
  • Intercom or building access instructions.
  • Recognisable landmarks.
  • The location of an approved safe place.

You may update the courier directly after receiving your dispatch notification.

Where you cannot reach the courier, contact Pure Spain and we will make reasonable efforts to pass the information on. We cannot guarantee that late instructions will be received or followed before delivery.

Deliveries Containing Alcohol

Alcohol can only be accepted by a person aged 18 or over.

You may need to provide your date of birth during checkout, and the courier may request valid proof of age before handing over the parcel.

Delivery may be refused where suitable age identification cannot be provided.

Unsuccessful Delivery Attempts

Our courier partners will generally attempt delivery up to two times.

If both attempts are unsuccessful, the parcel may be returned to Pure Spain.

You can reduce the risk of a failed delivery by:

  • Checking that the full delivery address is correct before placing the order.
  • Including all flat numbers, gate codes and access details.
  • Providing suitable neighbour or safe-place instructions.
  • Monitoring the tracking information sent by the courier.
  • Contacting the courier promptly when you know that nobody will be available.

When an undelivered parcel is returned to us:

  • Perishable products will be disposed of for food-safety reasons and no refund will be issued for those products.
  • Eligible non-perishable products will be refunded after deducting a 25% administration charge. For orders over £60, this deduction will be capped at £15. The charge contributes towards outward delivery, return transport and handling costs.
  • Food items will not be sent out again because we cannot verify their condition or safety after a failed delivery. A replacement delivery requires a new order and separate payment.

Checking Your Delivery Address

You are responsible for entering a complete and accurate delivery address and providing valid contact information.

Review the information in your order confirmation as soon as you receive it.

Contact us immediately if you discover an error. We may be able to amend the details before dispatch, but changes cannot be guaranteed after the parcel has been collected by the courier.

Pure Spain cannot accept responsibility for losses, delays or unsuccessful deliveries caused by incorrect, incomplete or misleading information provided during checkout.

Delivery Support

For assistance with a delivery, please use the contact form on the Pure Spain website or telephone our office.

Please include your order number and tracking details so that we can investigate the matter as efficiently as possible.