Delivery information

How Much Does Delivery Cost?

We subsidise our postage and packing costs to keep our prices as low as possible and we offer FREE Next Day Delivery as standard on all orders over £59! For orders under £59 there is a charge of £4.95. There might be a surcharge to pay if you live in a more remote region. Packets sent by post cost £3.49. For frozen food, there is a £9.99 courier charge, which applies to any order containing frozen food, no matter the amount ordered. Live food is £3.49 for up to 24 boxes.

How Long Does It Take for Orders to Arrive?

Items sent via Next Day Delivery to addresses in the mainland UK usually arrive the following working day. Items to more remote areas may take longer.

While we typically ship orders the same day or the following working day, we are unfortunately unable to guarantee that orders will arrive the following working day. We use a next day delivery service as our standard service and subsidise the cost to provide a better service for a lower price, but unfortunately, delays do sometimes occur.

We can only offer next day delivery on orders on items we currently have in stock. If your order contains a "special order item", this means we'll need to order it from a supplier and there will be a short delay in shipping it to you. Our website has livestock reporting, so you'll be able to see if an item is in stock when you order, and you'll be given a delivery estimate if not.

Some very large products, usually oversize items or items weighing more than 30kg, are often delivered on a pallet and as such will arrive as a kerbside delivery only. The drivers in these instances are unfortunately not permitted to assist with the pallet beyond the drop-off, and cannot aid the addressee in bringing packages into the property.

How Long Does the Delivery of Live Food or Frozen Food Take?

Livefood and Frozen food are despatched Same Day when orders are placed before 2 pm, Monday - Thursday.

Livefood should be with you within 2 working days. In cold weather, Livefood may not be despatched on Fridays due to the chance of being delayed over the weekend.

Frozen food will be delivered next working day from despatch, on a pre 1 pm service. Orders placed after 2 pm on a Thursday, or from Friday - Sunday, will be despatched Monday, for delivery Tuesday morning.

Can I Track My Order Online?

Yes, you can track it via our track your order page and we'll keep you informed via email of when your order is dispatched and you'll get a tracking code which allows you to see where your parcel is. Just follow the link in the email with your tracking codes to see your parcels tracking details. We're also happy to help via telephone or email if you need additional information on your order.

What Happens If I'm out When the Parcel Is Delivered?

If your order is being sent to a home address the courier will try to deliver it on three separate days. If your order is being posted to a business address when someone is more likely to be present during work hours, they'll only attempt delivery once, so please bear this in mind if you're having your order shipped to your workplace.

If you're not in, or don't answer the door when the courier arrives, they'll pop a card through your letterbox and let you know that they've attempted delivery. You can either re-arrange delivery with the courier or collect the item directly from your nearest depot.

What Happens If My Order Is Late?

First of all, we'd recommend checking the email you should have received from our courier for your tracking links and checking the tracking system to see where your parcel is. This will tell you whether it's been dispatched by us (we dispatch most orders on the same day unless you have elected to have it delivered on a specific date), whether it's currently at the depot or whether it's in a van en route to your house already. The tracking system will also tell you if the courier has previously attempted delivery, or if it's already been signed for by someone else. If you think there's an issue with the delivery of your order, please contact us and we'll be more than happy to help.

What Happens If My Order Arrives Damaged?

We pack orders as securely as we can to minimise the likelihood of damage during transit, but sometimes parcels do get dropped by couriers en route, resulting in the odd breakage. If something in your order is damaged, please contact us with the details within 24 hours of delivery and we'll be happy to arrange collection and replacement as quickly as we can.

What Happens If I've Been Sent the Wrong Items?

We have a checking system in place to ensure that customers receive the correct items, but sometimes humans make mistakes. If you've been sent the wrong item or the wrong number of items, please drop us a line and we'll help you out as quickly as we can at no further cost to yourself. (If you want to return an item for some other reason, please see our returns information page for more information on how we can help.)

Are There Any Surcharges for Non-Mainland UK Address?

Our couriers charge us more to send items to certain more remote areas (including Northern Ireland, the Isle of Man, the Scilly and the Channel Islands, and certain parts of Scotland, such as the Highlands) so there is a small additional cost for delivery to these areas. Areas of the UK with an additional charge include AB30-56, IV, HS, KA27-28, KW, PA20-49, PA60-78, PH17-26, PH30-50, ZE, IM, BT and TR21-25.

The surcharges and delivery times are as such:

If your order is over £59 you qualify for our free shipping offer to UK Mainland addresses, but you will need to pay the appropriate surcharge for your area above as detailed above. If your order is under £59, you will pay £4.95 plus the appropriate surcharge for parcels from the table above.

We always put as much as we can into a single box to keep postage costs down, but some larger orders need to be sent as more than one parcel. In these cases, the surcharge needs to be paid on each parcel in the order, so you would pay the surcharge for each parcel included. We subsidise these costs to help keep them as low as we can.

What Countries Do You Deliver To?

We are able to deliver to most places. Prices for non-UK deliveries start at £12.99 and vary according to the number and size of the parcels and the delivery destination. Please see our Overseas deliveries section for more details on typical delivery charges. If your country is not listed here, we can probably still ship to your address. Please contact us with details of your intended order and we'll provide a quotation.

Are the Items You List on Your Website Actually in Stock?

Yes. Unlike many other online retailers, our website features livestock level information, allowing you to see which items we have in stock. When you order an item that's marked "in stock" it will usually come directly from our warehouse. Only a few items are sent directly from the supplier and aren't physically kept in our warehouse.

One or two larger products, are purchased to order, and if you order one of these items you'll see a delivery estimate for the item on the product page at the time you place your order. If you order one of these products, it may result in a short delay in the delivery of your full order. We'll keep you informed via automated email as to when your order is complete and ready for dispatch.

Please Note

Swell denies any liability for any consequential loss caused by damaged or faulty items, delay in dispatch or delays by carriers. In the unlikely event of a delivery not arriving on time, any extra delivery charge will be refunded. However, we cannot accept any liability involving third-party contractors and would advise that no arrangements be made for installation until you are in receipt of your order.

Overseas Deliveries

We can deliver to almost any country. Our standard surcharges are listed below and are payable for each box in your order. If no surcharge information is listed for your country, the order will be sent via air and the cost will depend on the size and weight of the order when packed. Please contact us using our contact form or call us on +44 161 351 4700 and we will be able to calculate the charges for you.

If you've purchased an item from overseas and wish to return it, you'll need to cover the cost of shipping the item to us and any return postage costs.

Unfortunately we cannot deliver to BFPO addresses.

• Austria: £15.00
• Belgium: £12.00
• Bulgaria: £28.00
• Czech Republic: £15.00
• Denmark: £16.00
• Estonia: £20.00
• Finland: £25.00
• France: £15.00
• Germany: £15.00
• Greece: £35.00
• Guernsey: £15.00
• Hungary: £15.00
• Ireland: £13.00
• Italy: £20.00
• Jersey: £15.00
• Latvia: £20.00
• Lithuania: £15.00
• Luxembourg: £15.00
• Netherlands: £15.00
• Norway: £25.00
• Poland: £15.00
• Portugal: £20.00
• Republic of Ireland: £13.00
• Romania: £30.00
• Slovakia: £15.00
• Slovenia: £15.00
• Spain: £20.00
• Sweden: £20.00
• Switzerland: £20.00