Carriage and Delivery
Please supply us with your mobile number when ordering so that the courier can phone you if stuck.
Small orders with a value of around £10.00 or less than 1kg in weight will sometimes be sent via royal mail 2nd class recorded or a similar service. Dependent on delivery location.
This is because we sometimes lose money if sending these orders by courier. We are happy to supply small orders and this is is the only way we can continue to do so.
Parcels to London and AB postcodes will now almost always go via Royal Mail or Hermes. this is because of the Ulez and congestion surcharges. Thank you for understanding.
Carriage is charged at a flat rate of £4.25 no matter how much you buy. So if you order a group seal or a tonne of coffee you will pay the same rate which is £4.25. Orders made by phone will be charged at £6.50 carriage rate.
If you order contains only coffee then because there is no VAT on coffee, there is no VAT on the carriage.
If you order coffee and another product, which is subject to VAT then the carriage also attracts a VAT charge, this is UK law, not something we have made up.
Couriers and delivery time.
Most orders are sent through our courier which is currently the excellent APC Gazelle.
If you supply a mobile number when signing up then you should get text notifications and updates.
Please state a leave safe place in the customer comments field if possible, please note this is at your own risk. An example of a leave safe place is behind red wheelie bin or in rear porch.
They will issue an estimated time of delivery on the day. Notifications are also sent via E-mail.
This is an excellent service at a fair price. Other services we may use typically take 3 working days.
Please note the APC Gazelle time prediction service is just that, a prediction.
It is not guaranteed and is always subject to average traffic conditions in the delivery area. Please be flexible.
Whilst 93% of all orders received here at Happy Donkey LTD have arrived the next day in the last year, we do say please allow 3-5 FULL WORKING DAYS for delivery, to allow for local problems, stock rotation and unforeseen issues like power cuts, internet outages and so on, if we know of a problem which may be likely to cause delay we will always do our best to contact you and let you know. This will usually be by E-mail.
Please note well that Saturday, Sunday and bank holidays are not working days.
Please do not phone or email asking us if we can just throw something in an envelope and send it carriage free as there is every chance we will hang up on you or not answer the mail and refusal often offends.
Thank you for reading and understanding this page.
Northern Ireland, highlands and islands delivery.
Where possible we try to deliver to these areas and this is roughly how it works:
If the total weight of the parcel is less than 5KG. Including the packaging. We send via Hermes or similar by default.
Anything above that will be sent via the same method so long as it is economically viable to do so. Most orders work out just fine.
Incorrect addresses and changes of address.
Where an order has been placed and the customer does not give a postcode or gives a postcode which does not tie up with the address on the couriers database, or supplies a value or incomplete address we will do our best to investigate that, if it is clear where it should be going as a result of that we will dispatch as normal.
Where we are unable to establish the post code or address we will send you an email or phone if we are able to in order to get the correct details from the customer.
We will not dispatch to an address which is not certain or incorrect. If you do not reply to the information requests then the parcel will be delayed, this is fair and reasonable.
Where the order is to go to a new build address which may not have made it onto the databases, please specify that this is the case and supply us with directions and a mobile phone number to help the courier get your order to you.
If you live in a hard to find place please also specify directions and a phone number, the more you work with us the better we can work for you.
Please note if you make yourself unavailable to receive the package and it comes back, we will charge the return carriage to us and then another carriage fee back to you. An example of how to avoid this, please do not make an order then go on a two week holiday. Yes people do that.
If you live in a hard to deliver address, or we are more than often experiencing problems delivering to given address we reserve the right to refuse further orders from you.
Thank you for reading this page.