Frequently Asked Questions

Up-to-date information for popular topics on our website:

Order FAQs

When will a product be back in stock?

We receive regular deliveries and aim to have most products back in stock within two weeks.

I've seen a product in the shop; can I buy it online?

We are only able to ship items which are listed on our online shop.

Can I place an order for chilled products?

We don’t currently offer delivery of chilled products.

What payment cards do you accept?

We currently accept payment by Visa, MasterCard, American Express, Apple Pay, Google Pay and Shop Pay.

When will I be charged for my order?

Your card will be charged for the full amount at the point your order is placed and your order confirmation is generated.

Why hasn't my card been accepted?

It may be that you have not entered the correct billing address for the payment card. The billing address must exactly match the registered address of your credit/debit card. Please check that your card details are correct including the 3 digit security code from the back of the card.

Can I use gift vouchers online?

We are currently unable to redeem gift vouchers online.

Delivery and return FAQs

How much is delivery?

Please see our order and delivery notes for full details on delivery costs.

Where is my order?

We apologise if your order has not reached you in time, the quickest way to resolve this is to contact the courier which you can do through the tracking link sent to your email address when your parcel was shipped. Parcelforce or Royal Mail should be able to advise on your parcels whereabouts and update your accordingly.

Can I specify a day/time for my delivery?

If you select a delivery date for your order we will endeavour to deliver your order on this day. All other orders are processed in the order they are placed and sent out within 2-3 days. Orders placed for 1-2 day delivery are despatched the same day if ordered before noon, if placed after this time the order will be despatched the next day for delivery the following day. If you are ordering after 12 noon on Thursday all orders will be despatched on Monday to arrive Tuesday. Following bank holidays all deliveries will be despatched on the Tuesday.

Can I track my order?

When your parcel leaves us you will be sent an email confirming the despatch, within this email there will be a link to allow you to track your order.

Can you deliver to BFPO or PO boxes?

We are unable to deliver to BFPO or PO boxes.

Do you delivery internationally?

We don’t currently offer delivery outside of the UK.

My order is damaged, incorrect or missing; what should I do?

If your order is damaged, incomplete or missing upon arrival, please contact us at online.shop@chatsworth.org and we will be happy to resolve this for you. If your order is damaged, we may request photos of the damage and packaging in order to investigate the matter fully. Chatsworth Estate Trading Limited shall not be liable for lost, destroyed or stolen gift vouchers after the orders safe arrival.

Can I cancel or return my order?

To cancel or return your order, please contact us at online.shop@chatsworth.org as soon as possible. Learn more about cancellations and returns.

Still can't find an answer to your question?

Get in touch via email at online.shop@chatsworth.org. We're available Monday to Friday, 9am to 5pm.