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.
Refunds & Returns
We’ve created a dedicated page to guide you through refunds, replacements, and common order issues.
The quickest way to resolve any issue is to follow the steps on our help page.
Get help with your order
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:
- 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. - 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
- Excluded items
Certain products may be excluded from promotions (for example, heavy items over 5kg, products already on special offer or gift cards). - 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.