These Terms and Conditions apply to all purchases made through the Root & Ember website. Please read them carefully before placing an order. By using this website and placing an order, you agree to be bound by these terms.
Root & Ember reserves the right to update or revise these terms at any time. Continued use of the site constitutes acceptance of those changes.
Trading Name: Root & Ember
Email Address: info@rootandember.com
Operating Address: 3 Bruton Place, Clifton, Bristol BS8 1JN
2.1 We take care to ensure that all product images, descriptions, weights, and ingredients are accurate at the time of listing. However, due to the handcrafted nature of many products and seasonal sourcing, there may be slight variations.
2.2 Allergen information is provided on product pages. It is your responsibility to review this before ordering. If you require additional clarification, please contact us prior to purchase.
2.3 We reserve the right to substitute products of equal or greater value if an item becomes unavailable. Substitutions will reflect the spirit and quality of the original item. We do not offer customised hampers or product swaps.
3.1 All prices are listed in GBP (£) and include VAT where applicable.
3.2 Prices exclude delivery for non-hamper items. Standard delivery is included on all hampers unless otherwise stated.
3.3 Payments are processed securely through our third-party payment provider. We accept most major credit and debit cards.
3.4 We reserve the right to change pricing or promotional offers at any time, but such changes will not affect orders already confirmed.
4.1 Once your order has been placed, you will receive a confirmation email. This email confirms receipt of your order, not dispatch or acceptance.
4.2 Orders remain subject to availability. If we are unable to fulfil your order, we will notify you as soon as possible and offer an alternative or a full refund.
5.1 We aim to dispatch all orders within 1–2 working days. Standard delivery within the UK typically takes 2–3 working days from dispatch. We do not guarantee delivery dates unless stated explicitly.
5.2 UK delivery is included with all hampers. Delivery costs for non-hamper items will be calculated at checkout.
5.3 Orders will be delivered to the address provided at checkout. It is your responsibility to ensure address details are accurate. We are not responsible for delays or losses due to incorrect address information.
5.4 If you are not home at the time of delivery, the courier may leave a card or attempt redelivery. If the parcel is returned to us after non-collection, a re-delivery fee may apply.
5.5 We do not deliver to PO Boxes or BFPO addresses.
5.6 At present, we deliver to the UK only. Please contact us if you wish to explore international delivery options.
6.1 Deliveries to the Highlands, Islands, Northern Ireland and remote areas may take longer and are subject to courier availability. You will be notified at checkout if a delivery surcharge applies.
6.2 We are unable to deliver chilled or perishable goods to certain areas where transit times exceed safe temperature thresholds.
7.1 Ownership of goods passes to you once full payment is received.
7.2 Risk transfers to you upon delivery to the address provided. We are not responsible for goods after they have been marked as delivered by the courier.
8.1 You may cancel or amend your order within 15 minutes of placing it by emailing info@rootandember.com. After this window, we may not be able to make changes.
8.2 If your order has already been processed or dispatched, it cannot be cancelled or amended. You may still be eligible for a return (see Clause 9).
9.1 We accept returns on non-perishable items within 14 days of delivery, provided they are unopened, unused, and in their original condition.
9.2 Perishable items, including but not limited to smoked meats, cheeses, and chilled goods, are non-returnable and non-refundable unless faulty or damaged upon arrival.
9.3 If your order is incorrect, incomplete, or damaged, please notify us within 48 hours of delivery. We may request photographs for quality assurance and will offer a replacement or refund where appropriate.
9.4 Returned goods remain your responsibility until received by us. We recommend using a tracked delivery service.
9.5 Refunds will be issued using the same payment method used for the original transaction.
10.1 If any product arrives damaged or does not meet our usual standards, please contact us within 48 hours with a description and photographic evidence.
10.2 We will replace the item or issue a refund where appropriate.
11.1 Promotional codes must be applied at checkout. They cannot be applied retrospectively.
11.2 Only one promotional code may be used per transaction unless stated otherwise.
11.3 We reserve the right to withdraw or amend any promotion at any time.
12.1 All content on the Root & Ember website – including text, images, product descriptions, and branding – is the property of Root & Ember and may not be reproduced without prior written permission.
13.1 We shall not be liable for delays or failure to deliver due to events beyond our reasonable control, including (but not limited to) strikes, extreme weather, pandemic-related delays, courier failure, customs issues, or natural disasters.
13.2 Nothing in these Terms limits your statutory rights as a consumer.
14.1 These Terms & Conditions are governed by the laws of England and Wales. Any disputes shall be subject to the exclusive jurisdiction of the English courts.
If you have questions about these Terms or your order, please contact:
Email: info@rootandember.com
Customer Support Hours: Monday–Friday, 9:00am–5:00pm (UK time)
