FAQs

Will My Order To The EU Be Affected By Brexit?

Many detailed aspects of Brexit still remain unclear. Orders shipped to countries within the EU may be liable for customs duty and import taxes upon arrival. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.

Since Brexit, we have been facing some issues with the deliveries to the EU. Unfortunately, we are currently not dispatching to the countries below.

Portugal
Spain
Belgium

We are also seeing delays in deliveries due to the new customs requirements. We always ship to the specified delivery dates, but please take this into consideration when completing your order as unfortunately this is out of our control.

How Do I Know What Products Ship To My Territory?

Each territory that we ship to outside of the UK has different import restrictions, so unfortunately we cannot ship all of our products to all territories. Please consult with the customs regulations in your country/region before ordering to check any restrictions, particularly in regard to alcohol and spices. 

How Long Will My Order Take To Ship?

We aim to dispatch UK orders placed before 9 am, Monday through Friday, on the same day. However, standard orders may require 3-5 working days for processing. For international orders, delivery times range from 3-5 working days. Dispatch of orders including bakery items may experience delays beyond our control. See our Delivery & Returns for more detailed information.

If you have any special delivery requirements please contact us, and we will do our best to try and accomodate you.

The delivery date specified for hampers, gift sets and meal kits in the checkout process is the date when the order will be dispatched. 

Can I Send Someone A Gift?

We often send gifts on behalf of people but please confirm that someone will be home at the address which you have given us. In the case of international gifts there can occasionally be issues with customs clearance, in which case we may need to contact the recipient.

What Are The Delivery Costs

Standard delivery on orders to Mainland UK are sent via DPD or DHL at a flat rate of £5.50.
Next-day delivery on orders to Mainland UK are sent via DPD or DHL at a flat rate of £8.95. Orders must be placed by 9am for next-day delivery. 
Our Meal Kits and Banana Bread are sent via DPD at a flat rate of £5.00.
Our Brownie boxes are sent via DPD at a flat rate of £3.50

All UK orders of Ottolenghi Comfort are subject to free shipping. Orders of Ottolenghi Comfort containing additional items are not subject to free shipping. For pre-orders of Ottolenghi Comfort, all items included in your order will be shipped together from the 5th September 2024.

Shipping costs for International orders will be quoted at check out and are sent with FedEx International.

There are some factors that unfortunately we cannot control: the conditions in which our products are stored once they have left our premises; delays caused by unforeseen factors or whether or not the local customs choose to hold your goods and add charges.

London food delivery rates are calculated according to location.

Can I Alter My Order After It’s Been Placed?

If you need to change your billing or shipping address while your order is still being processed, please contact us by email at shop@ottolenghi.co.uk quoting your name and order number and we will amend your personal details.

Do You Ship Alcohol Outside Of The UK?

Unfortunately many countries do not accept alcohol in shipments from the UK, and this includes alcohol contained in our hampers. Please check with your local customs office before ordering a hamper that contains alcohol. We are not liable for shipments that can't be delivered due to specific regulations in your country. If the shipment is not accepted, unfortunately it will not be returned to us, but destroyed. Ottolenghi is not responsible in any way, and a refund will not be issued.

Do You Ship To The US?

Orders shipped to the US are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.

Do You Ship To Australia and New Zealand?

Yes we do, although each territory that we ship to outside of the UK has different import restrictions, so unfortunately we cannot ship all of our products to all territories. Please consult with the customs regulations in your country/region before ordering to check any restrictions, particularly in regard to alcohol and spices. 

Do You Ship To Canada?

Orders shipped to Canada are liable for customs duty and import taxes upon arrival in to the country. These charges are determined by the customs authority and are NOT liable to be paid for by Ottolenghi. We suggest contacting your local customs office if you are unsure of the applicable taxes and customs fees that will be applied. If import taxes and duties are not paid on arrival and the shipment is refused by the receiver, the shipment will not be returned to us but destroyed. Ottolenghi is not responsible in any way and a refund will not be issued.