FREQUENTLY ASKED QUESTIONS

Delivery & Shipping

Please keep an eye on your inbox for our dispatch email, this is confirmation your order is on the way and will include tracking information. You can track your parcel on the Royal Mail Tracking page with your tracking number. 

Yes, next-day delivery is available within the UK.

Orders placed by 12pm (Monday–Friday, excluding bank holidays) are dispatched the same day and are usually delivered the following day.

Please note that while most orders arrive the next day, next-day delivery is not guaranteed. Delays can occasionally occur during transit, particularly during busy periods or due to circumstances outside of our control.

We use Royal Mail Tracked service to ship your order, according to the contents and delivery requirements.

Please see our Shipping section for more information about deliveries. 

Yes, you are welcome to collect your order from our premises in Ashford, Kent.

Collection is available Monday to Friday, between 10:00am and 2:00pm.

Please please contact us before placing your order so we can confirm availability and arrange a suitable collection time.

We currently ship exclusively within the United Kingdom.

This includes mainland UK as well as selected non-mainland destinations such as Jersey, Guernsey, the Isle of Man, and certain Scottish Isles.

Please note that orders delivered to Jersey and Guernsey are VAT exempt. No VAT is charged on products or shipping (where applicable) for deliveries to these locations.

Orders may be placed from outside the UK; however, the delivery address must be within the United Kingdom.

If you are unsure whether we deliver to your postcode, please feel free to contact us and we’ll be happy to confirm.

We send all of our chilled items in insulated, padded envelopes with enough icepacks included within to keep things cool for up to 48 hours in transit. 

Changes, Cancellations & Amendments

If you have just placed your order, we may be able to cancel it, however this depends on whether it has already been dispatched.

Please contact us as soon as possible at bonjour@bonnebouffe.co.uk, quoting your order number.

We will check the status of your order and confirm whether cancellation is still possible. If the order has not been dispatched, we will cancel it and arrange a refund.

Once an order has been dispatched, we are unfortunately unable to cancel it.

For full details, please refer to our Terms and Conditions.

If you have just placed your order, we may be able to cancel it, however this depends on whether it has already been dispatched.

Please contact us as soon as possible at bonjour@bonnebouffe.co.uk, quoting your order number.

We will check the status of your order and confirm whether cancellation is still possible. If the order has not been dispatched, we will cancel it and arrange a refund.

Once an order has been dispatched, we are unfortunately unable to cancel it.

For full details, please refer to our Terms and Conditions.

Issues & Returns

We’re sorry to hear that something isn’t right. Please contact us as soon as possible so we can investigate and resolve the matter promptly.

Our customer support team is available Monday–Friday, 9am–3pm.

To help us assist you quickly, please email bonjour@bonnebouffe.co.uk and include:

  • Your order number

  • The email address used to place the order

  • Your delivery postcode

  • A clear explanation of the issue

  • Photos where relevant (see below)

Please do not dispose of any items or packaging until we have reviewed your case, as we may require photos or further information.

For full details of your rights and our policies, please refer to our Terms and Conditions.

 

Order not received

If your order has not arrived:

  1. Check your dispatch confirmation email for tracking details.

  2. Check with neighbours or any safe place where the parcel may have been left.

If you still cannot locate your parcel, please contact us with:

  • Your order number

  • The email address used

  • Your delivery postcode

We will investigate with our delivery partner and update you as soon as possible.

 

Missing item from my order

If an item appears to be missing, first check your order confirmation email, which confirms the items purchased.  

If something is still missing, please contact us within 7 days of delivery and email us with:

  • Your order number

  • The email address used

  • The name of the missing item(s)

  • Pictures of the parcel received 

We will review your order and packing records and respond promptly.

My parcel was delivered to the wrong address — what should I do?

If your tracking shows the parcel as delivered but you cannot locate it, please first:

  1. Check your dispatch confirmation email, which includes your tracking number.
  2. Use the tracking link to review the delivery scan details and any photo or GPS information.
  3. Check with neighbours and any safe place where the parcel may have been left.

If the parcel was delivered to a nearby address or secure location, please attempt to retrieve it.

If you are still unable to locate your parcel, please contact us as soon as possible at bonjour@bonnebouffe.co.uk, quoting:

  • Your order number
  • The email address used for the order
  • Your delivery postcode

We will investigate the matter and advise on the next steps.

For full details of our delivery terms, please refer to our Terms and Conditions.

 

Wrong product received

If you have received the wrong item, please contact us within 7 days of delivery and include:

  • Your order number

  • The item you received (with a clear photo)

  • The item you were expecting

Please keep the incorrect product and packaging until we advise further.

 

Damaged item / quality issue

If an item has arrived damaged, leaking, spoiled, or if you believe there is a quality issue (for example, the product does not taste as expected), please contact us within 7 days of delivery.

To help us assess the matter quickly, please:

  • Check your parcel as soon as it arrives

  • Take clear photos of the damaged item(s) and the outer packaging (including the label)

  • Email us with:

    • The photos

    • Your order number

    • The name of the damaged item(s)

Please do not dispose of the product or packaging until we have reviewed your claim, as we may require further information.

Photos are required for damaged items so we can investigate with our packing team and delivery partners.

 

Short date on product received

If the use-by or best-before date is shorter than expected, please contact us promptly.

As guidance:

  • Chilled items: We aim to provide the longest possible shelf life. The minimum expected shelf life (typically 4 or 7 days from delivery) is stated on the product page.

  • Ambient items: You can normally expect at least 30 days to the best-before date.

Please email us with:

  • Your order number

  • The product name

  • The date shown on the pack

  • A clear photo of the label showing the date

Please keep the product while we investigate.

 

Replacement or refund requests

Whether the issue relates to a damaged, missing, incorrect or quality concern, we will review the details and advise on the appropriate resolution in line with our policies.

For full details of your rights and our procedures, please consult our Terms and Conditions.

If you change your mind, we can offer a refund provided the product is returned to us within 30 days, in its original, unopened packaging and in a resaleable condition.

Please note that we are unable to accept returns for perishable goods (including any items that must be kept refrigerated).

Unless the product is faulty, damaged, or sent in error, we are unable to refund the cost of return postage.

If your item arrives damaged or incorrect, please contact us as soon as possible so we can resolve the issue promptly.

For full details of your rights and our returns policy, please refer to our Terms and Conditions.

If you have any questions about returns, please contact us at bonjour@bonnebouffe.co.uk and we’ll be happy to help.

Products & Sustainability

Chilled:
We always aim to send out products with the longest date possible, and you can expect 4 or 7 days minimum between the delivery date (day 1), and the expiry date. The exact minimum days (4 or 7) is specified on each product page. Many of our fresh products will have a shelf life that exceeds this, so please get in touch if you’d like up-to-date information on our current stock. 

Ambient:
We always aim to send out products with the longest best before date possible, and you can expect 30 days as a minimum. Many of our ambient products will have a shelf life that exceeds this, so please get in touch if you’d like up-to-date information on our current stock.

We are always looking for ways to run our business more sustainably and reduce our environmental impact.

Currently, around 90% of our packaging is recyclable, including our biodegradable packing chips. We are actively working on improving the remaining 10% to make our packaging even more environmentally friendly.

Our new ice packs are both reusable and recyclable, helping to reduce waste while keeping your products fresh in transit.

Sustainability is an ongoing commitment for us, and we continue to review and improve our packaging and processes wherever possible.

Orders & Accounts

All orders must be placed through our website at www.bonnebouffe.co.uk.

For security reasons, we’re unable to process orders or take payment over the phone, and we do not accept cheques.

Ordering online allows you to:

  • Browse our full range of products
  • View up-to-date pricing and availability
  • Apply discount codes
  • Receive instant order confirmation and tracking details

If you experience any difficulty placing your order, our AI Chat Assistant is available 24/7 to help guide you through the process.

You can also contact us at bonjour@bonnebouffe.co.uk, and we’ll be happy to assist.

If your discount code isn’t working, we can help you resolve it quickly. Before contacting us, please check the following common points:

  1. Spelling & spaces
    Discount codes are not case-sensitive, but we recommend copying and pasting the code to avoid typing errors. Make sure there are no extra spaces before or after the code.
  2. Where to enter the code
    You can apply your code:
  • On the Basket page, in the field labelled “Coupon code”
  • Or on the Checkout page by clicking “Have a coupon? Click here to enter your code” at the top of the page — a box will appear where you can enter the code and click Apply
  1. Excluded items
    Certain products may be excluded from promotions (for example, heavy items over 5kg, products already on special offer or gift cards).
  2. Expiry or usage limits
    The code may have expired or reached its usage limit.

If it’s still not working, please email us at bonjour@bonnebouffe.co.uk with:

  • The exact discount code (as written)
  • The message you see on screen (e.g. “invalid”, “not applicable”, “expired”)
  • A link to one item in your basket (or a list of the items included)

We’ll review it and help you as quickly as possible.

In order to be as eco-friendly as possible, we do not include paper invoices inside our parcels.

All order details are sent by email at the time of purchase, so you can refer back to your confirmation email whenever needed.

If you would like to include a personalised gift message, we can print it on a BonneBouffe card and include it with the parcel. Simply:

  • Add your message in the “Order Notes” field at checkout, or

  • Contact us as soon as possible after placing your order

If you’re looking for inspiration, we also have a dedicated Gift Shop featuring a wide range of French food presents, perfect for special occasions.

Alternatively, you can choose one of our e-Gift Cards, available in different amounts. The recipient can then select their favourite French products themselves. You can even schedule the email delivery date so it arrives on a specific day — ideal for birthdays or celebrations.

Your invoice is sent automatically with your order confirmation email at the time of purchase.

If you have registered an account with us, you can also download your invoice at any time by logging into My Account → Orders.

If you are unable to locate your invoice or need any assistance, please contact us at bonjour@bonnebouffe.co.uk, quoting your order number, and we’ll be happy to help.

Yes,  you can apply for a business account with BonneBouffe Professional.

We work with a wide range of food and retail businesses, including restaurants, cafés, delis, bakeries, farm shops, garden centres, caterers and hospitality venues across the UK.

With a BonneBouffe Professional account, you benefit from:

  • 10% off your first order

  • Dedicated online ordering platform

  • Ongoing business pricing

  • Volume discounts (depending on products and quantities ordered)

  • No minimum order quantity

  • Payment terms options (subject to approval)

  • A dedicated account manager

  • Next-day tracked delivery (free on orders over £200 to Great Britain and Channel Islands postcodes)

Business pricing is applied directly to your BonneBouffe Professional account and may include additional volume-based discounts depending on what and how much you order.

If you would like to ask any questions before applying, please email us at info@bonnebouffepro.co.uk, and our team will be happy to assist.