Kargo politikası

Last updated: 19.07.2026

This Shipping and Delivery Policy explains how orders placed through the Bonvila website are prepared, dispatched and delivered.

Delivery Areas

Bonvila currently delivers to eligible addresses within the United Kingdom.

Available delivery services, delivery charges and estimated delivery times are displayed during checkout based on the customer’s delivery address and postcode.

We reserve the right to restrict or suspend delivery to certain postcodes where safe and reliable delivery cannot be provided.

London Delivery Service

Eligible London addresses may be served by the Bonvila local delivery service.

Local deliveries are generally scheduled for:

  • Tuesdays

  • Thursdays

  • Between 2:00 PM and 6:00 PM

Available dates and delivery options will be shown during checkout.

Customers should ensure that someone is available to receive the delivery during the selected delivery window, particularly where the order contains fresh, chilled or temperature-sensitive products.

Courier Delivery

Orders outside the Bonvila local delivery area may be delivered through a third-party courier.

Our usual delivery targets after dispatch are:

  • England: approximately one working day

  • Scotland: approximately two working days

  • Wales: approximately two working days

  • Northern Ireland: approximately two working days

These are estimated delivery times and are not guaranteed. Remote areas, islands and certain postcodes may require additional delivery time or incur additional charges.

Order Processing

Orders are prepared according to product availability, the selected delivery service and the delivery schedule shown at checkout.

An order confirmation does not necessarily mean that the order has been dispatched. Customers will receive a dispatch confirmation or delivery update when the order is ready for delivery.

Orders containing fresh, chilled, frozen or homemade products may be prepared close to the scheduled dispatch time to help maintain product quality.

Delivery Charges and Free Delivery

Delivery charges are calculated according to:

  • Delivery postcode

  • Delivery method

  • Order value

  • Product type

  • Parcel size or weight

  • Any applicable regional surcharge

Free standard delivery may be offered on eligible orders of £60 or more where this option is displayed during checkout.

Free delivery applies only to the original outbound delivery. It does not include:

  • Return delivery costs for change-of-mind returns

  • Premium or expedited delivery upgrades

  • Re-delivery caused by an incorrect address

  • Re-delivery caused by the customer being unavailable

  • Additional regional or remote-area surcharges where applicable

Delivery Estimates

Any delivery date or time displayed on the website is an estimate unless expressly confirmed as a guaranteed service.

Deliveries may be affected by circumstances outside our reasonable control, including:

  • Courier delays

  • Traffic disruption

  • Severe weather

  • Public holidays

  • Operational disruption

  • Incorrect or incomplete delivery information

  • Restricted access to the delivery address

We will make reasonable efforts to inform customers of significant delays.

Customer Address Responsibility

Customers are responsible for providing a complete and accurate delivery address, including:

  • House or building number

  • Street name

  • Postcode

  • Flat or unit number

  • Access instructions where required

  • A valid telephone number

  • A valid email address

Please contact us immediately if you notice an error in your delivery information.

We cannot guarantee that an address can be changed once an order has entered preparation or has been dispatched.

Additional delivery costs resulting from an incorrect or incomplete address may be charged to the customer.

Receiving the Delivery

Customers must ensure that they or an authorised person are available to receive the order.

Where possible, the customer should inspect the parcel at the time of delivery.

If the parcel appears seriously damaged, leaking or open:

  • Take clear photographs before opening it

  • Photograph the shipping label

  • Photograph the outer and inner packaging

  • Contact Bonvila customer service immediately

Where a delivery cannot be completed because the customer is unavailable, access is restricted or incorrect delivery information was supplied, additional re-delivery charges may apply.

Perishable products that cannot be safely resold following an unsuccessful delivery caused by the customer may not be eligible for a refund.

This does not apply where the failed delivery was caused by Bonvila or the delivery provider.

Fresh, Chilled and Frozen Products

Fresh, chilled, frozen and homemade products are packed and transported using delivery methods appropriate to the product type.

Customers must unpack and inspect temperature-sensitive products immediately upon delivery.

Products requiring refrigeration must be placed in a refrigerator without delay.

Certain products may be clearly described as:

“Stored Frozen, Delivered Chilled.”

These products may arrive partially or fully defrosted as part of the intended chilled delivery method. Customers must follow the storage and consumption instructions shown on the product page and packaging.

If a product arrives warm, leaking, unsafe, incorrectly packaged or otherwise unfit for consumption, do not consume it and contact us immediately.

Delivery Damage

Substantial damage caused during delivery may qualify for a refund or replacement.

Customers should report delivery damage within 24 hours wherever possible and provide:

  • Order number

  • Photographs of the product

  • Photographs of the outer and inner packaging

  • Photograph of the shipping label

  • Video evidence where appropriate

Minor cosmetic damage to secondary packaging that does not affect the product’s seal, safety, quantity, quality or usability will not normally qualify for a refund.

Please refer to our Return and Refund Policy for full details.

Delayed Deliveries

If your order has not arrived within the estimated delivery period, please contact our customer service team.

A delivery delay does not automatically mean that fresh or chilled products are unsafe. However, customers should check the product temperature, packaging, use-by date and general condition immediately upon receipt.

Do not consume any product that appears unsafe or has not been kept under suitable conditions.

Lost Deliveries

If tracking information shows no delivery or the courier confirms that the parcel has been lost, we will investigate the shipment.

Once the loss has been confirmed, we may offer:

  • A replacement order

  • A refund for the affected products

  • Another appropriate solution agreed with the customer

Contact Us

To request a return, refund or replacement, contact:

Email: help@bonvila.com

Telephone: +44 7853 910492

Return address:  Unit 10, Watermill Business Centre, Enfield, EN3 7XF