Allergen Policy

due to the nature of the store, most of our items are packaging free and therefore traces of allergens may be present in all our food. to try and limit cross contamination we store products containing allergens separately in our stock area, however we cannot guarantee cross contamination hasn't occurred. we have designated dispensers for each product and those containing allergens will not be used for non-allergen containing food. due to the risk of cross-contamination we therefore advice those suffering from a life threatening allergy to continue to buy their products from retailers who are able to guarantee their safety.

covid and hygiene

please wear a face covering whilst in store, unless exempt. during covid restrictions a member of staff will serve you all loose items to cut down on risk of infection. we will endeavour to make sure that the gravity feeders are cleaned regularly throughout the day and that we clean the till area and shopping baskets between each customer. please ask a member of staff for help before selecting bakery and deli items. the bakery and deli are not self-service. please make sure your containers are clean and empty before using them in store. unfortunately, we cannot put any products back into the dispensers once they have been put into your own containers. The same applies to our deli and bakery products. Additionally, we cannot take any responsibility for products once they have left our own dispensers. each dispenser will be carefully cleaned before being refilled and we keep a record of batch numbers of all our products so we can trace any issues back to the suppliers.

refunds and exchanges

unfortunately, we cannot offer refunds on our dispensed or perishable products once they have been purchased or dispatched, unless they are faulty. we will only offer refunds for faulty products. credit notes or replacements can be given for other returned items. postage will not be covered for non-faulty items. when returning web ordered items please use a tracked service and make sure you package the items so they are not damaged further when sent back to Knobbly Knees please include in the parcel

• your order reference
• the items being returned

additionally please email info@knobblykneesdeli.co.uk stating

• your order reference
• the date the items were sent back
• the reason for the return

please retain your receipt and return/send your products back to the store within 28 days. if there is something wrong with your order please email info@knobblykneesdeli.co.uk please include your order reference with all communication.

deliveries

deliveries are normally sent via DPD. The reason DPD has been selected is their commitment to being carbon neutral, details found here. Orders over £50.00 have free postage. Delivery normally takes 1-2 days throughout the uk, monday - friday. DPD will use your contact details to notify you when they will deliver. If you have not received your parcel then please get in contact via info@knobblykneesdeli.co.uk with your reference so we can trace the problem. In the case of breakages please take photos of the damage, in the parcel would be good and send these to info@knobblykneesdeli.co.uk with your Knobbly Knees reference (found on the receipt in your parcel) If there are any items missing please email info@knobblykneesdeli.co.uk with details and also include the Knobbly Knees reference.