Terms and Conditions
Customer loyalty scheme
The Suffolk Food Hall loyalty card scheme is available to all customers and gives you the opportunity to earn points on purchases which can subsequently be redeemed as a discount. The scheme is run for retail & food service purchases in the Food Hall, Home & Garden, the Cafe and the Cook House restaurant. Sorry that loyalty points cannot currently be earned or redeemed through our e-commerce service; but we are working on it.
Please register your details (name, address, phone number, date of birth and email address) either by a web-form, email or on a form at the tills in the Food Hall. The next time you are in, you can then collect a loyalty card and start earning points. Both a card and a fob are provided with the same customer reference code, so you have two items to identify the same loyalty account. Different individuals can use cards to earn and redeem points on the same customer account. By registering you are agreeing to our Data Protection Policy, below.
The normal rate to earn points is one point per whole £1 spent, although Suffolk Food Hall Ltd reserves the right to run promotions and offer more points per pounds and/or alter the rate. Exclusions may apply. One point entitles the cardholder to a 1p discount on future transactions.
Loyalty cards must be presented during the transaction. If you didn’t have your card during a previous transaction, points can be added to your account retrospectively by scanning a receipt at a till. Points earned more than 12 months ago may expire.
Your points balance is available at a till or by emailing firstname.lastname@example.org Cards remain the property of Suffolk Food Hall Ltd. Lost or stolen cards cannot be replaced. It is not possible to merge points from different loyalty customer accounts onto one account.
Suffolk Food Hall reserves the right to change these terms and conditions including ending the scheme. The details of any changes will be published at the Food Hall and on this website.
Suffolk Food Hall employees are not eligible for the scheme.
loyalty Birthday Offer
The Suffolk Food Hall is pleased to give loyalty cardholders a free main dish in The Restaurant (only) from our breakfast, lunch or lights menu, on their birthday or four days either side of their birthday. Advance booking is required, quoting your loyalty card number and date of birth. Please do bring as many guests as you wish, although a minimum of two is required and the offer is only applicable to guests with a loyalty card and a registered birthdate. Please present your loyalty card so your birthday can be verified. The value of the main dish only, for those with an applicable birthdate, will be removed from the bill. Drinks, sides, afternoon tea and food from The Café are excluded from this offer. Suffolk Food Hall Ltd reserves the right to amend these terms or stop the offer, with suitable notice and continuing to honour birthday bookings that have been made already.
Returns & Refunds policy
We want you to be totally happy with what you buy from us. On the off chance that you are not, please return the product to the Food Hall (following the conditions below) and we will replace it, offer a comparable alternative or refund the original amount.
If there is a problem with a product purchased, please bring it back to the Food Hall as we may need to return it to the supplier or have it analysed. If a concern constitutes a food safety issue (such as a foreign body or potential health risk), please let us know immediately by calling 01473 786 610 or emailing email@example.com, and then return the item.
Defective products must be returned as soon as possible as your statutory rights may diminish with time. Defective products include those that are not as described, faulty or not fit for purpose, as determined by Suffolk Food Hall Ltd and our Food Safety Management System.
In such cases and to demonstrate our commitment to quality, we will be pleased to offer you a replacement. When this is not possible, an alternative comparable product will be provided. Refunds can only be made to the original credit or debit card, with the card holder present, or in cash if that was the original tender type. Defective products can only be refunded at the amount on the original receipt, including items sold under a promotion.
Returns need to be accompanied by the original purchase receipt. Returns without the receipt but with a Suffolk Food Hall product ticket only (e.g. a Suffolk Food Hall scale or barcode label) or from our own homemade range, will only be entitled to a replacement not a refund.
Unwanted items must be returned within 28 days, and in a re-saleable condition. This means without damage, unused and in the original packaging, with labels.
Products that cannot be returned, whether for a replacement or a refund, are:
- food and other perishable goods (such as a flowers and Christmas trees) which have left our premises, even if purchased in error
- plants which have suffered from inadequate maintenance, as reasonably determined by Suffolk Food Hall Ltd
- products that are bespoke, made to order or personalised including furniture, hampers and planters
- gift vouchers
Non-returnable products do not include those that are defective.
Nothing in these Terms and Conditions will reduce your statutory rights relating to defective, faulty or incorrectly described goods. Suffolk Food Hall Ltd is an accredited member of the Farm Shop Charter, administered by Trading Standards at the Suffolk County Council. For further information about your statutory rights visit www.suffolk.gov.uk/tradingstandards
Event tickets may be refunded on the terms of the event or the demonstrator / promoter.
Suffolk Food Hall prides itself in providing a hamper service to suit your needs. We have established relationships with a large number of local, fine food and gift suppliers to bring our customers an exciting and innovative selection of products for you to choose.
We provide a flexible service where single or multiple hampers can be delivered to private or corporate addresses. For larger orders we can arrange pallet delivery to business premises. Please be aware that courier costs and delivery prices will be quoted at the time of order, we do not offer fixed delivery prices and will work with you to make the most suitable arrangements for your order.
- In the event of supply difficulties, Suffolk Food Hall Ltd reserves the right to substitute goods or packaging of equal quality and/or value.
- The product images shown on our website or in any correspondence are intended for presentation purposes only and may include display or ‘dressing’ items to promote the hamper. Unless an item or product is listed in the contents, it is not part of the hamper.
- Fragile items and hamper contents are configured for safe and secure transport using the appropriate packaging methods deemed necessary by Suffolk Food Hall Ltd.
- Your order will be confirmed by email. Irrespective of how your order is initial placed with Suffolk Food Hall Ltd (on-line, e-mail , telephone call or in person) it is the customer’s responsibility to ensure that all order and delivery details are given and are correct at least two weeks prior to fulfilment.
- After an order is confirmed, Suffolk Food Hall Ltd cannot guarantee that any alternations or additions can be accommodated however we will always do our best.
- In the event of an incorrect or incomplete delivery address provided by the customer, Suffolk Food Hall Ltd reserves the right to charge the customer an additional fee for carriage, handling charges or unusable content caused by a failed delivery.
- Suffolk Food Hall Ltd will not accept any responsibility for any loss, damage, delay or other disruption in supply and deliveries brought about by delayed or incomplete payment, inaccurate or incomplete order details.
- Goods will only be provided (delivered or collected) when paid for in full. Our standard terms are 50% of the total cost when the order is confirmed, and the balance before fulfilment.
- Business customers are welcome to apply for a credit account.
In 2023, Suffolk Food Hall is pleased to provide the following two offers for our hamper service. Providing an order is within terms, customers are entitled to both offers on the same order.
For any order before 1st October 2023 for 20 hamper units or more, we are pleased to provide a 5% discount, irrespective of the unit cost, for either an existing or a new customer.
If an existing hamper customer refers new hamper custom to Suffolk Food Hall before 1st November 2023, which leads to a completed order of more than 20 hamper units, the existing customer will receive a breakfast voucher for two in The Restaurant during January 2024. The definition of an existing customer is someone who has made a multiple hamper order in the last four years. Similarly, a new customer is someone who has not placed a hamper order in the last four years. The associated breakfast voucher entitles the holder to two dishes from The Restaurant’s breakfast menu plus four non-alcoholic drinks.
To claim an offer, or for another hamper enquiry, simply email firstname.lastname@example.org
Customers are most welcome to make multiple referrals. Similarly, new customers are entitled to the Early Order discount, and can then make Referrals to receive that offer too.
Gift Card Terms
Suffolk Food Hall Ltd provides Gift Cards, onto which any increment of £1 can be paid after an initial minimum of £10, up to a maximum of £500. Further payment can be added to a card at any time via a till in the Food Hall or the Cook House. Gift Cards are available at any till or via suffolkfoodhall.co.uk, with the option to send the gift directly to a recipient.
The balance associated with a card can be redeemed (in whole or in part) in the Food Hall, Home & Garden, the Cook House restaurant or the Café, but not with any partner business or other operator on the Suffolk Food Hall site or through suffolkfoodhall.co.uk or over the phone. VAT is applicable at the point of redemption. No discount qualifies when loading a Gift Card, but applicable discounts are given before a balance is redeemed.
The money is held as a payment on account against that specific card. Please look after the card and treat it as if it is cash. If the card is lost, damaged or stolen, its financial balance cannot be recovered or reimbursed.
The balance associated with a card can be confirmed at any till. If the balance on a card is all spent, please return the card so Suffolk Food Hall can reuse it and re-assign it to another gift payment. The card itself remains property of Suffolk Food Hall Ltd, the financial entitlement remains with the card holder (irrespective of who put payments onto the card) until spent or the payment on account has expired.
If the balance is not spent within 2 years since the card was last used, it will expire. The last used date includes the initial payment, subsequent spending or adding of funds, or balance enquiries.
Gift Cards can be used in conjunction with our Loyalty Customer Scheme, enabling customers to earn loyalty points available, when funds on a card are spent. However, loyalty points are not available when you load a Gift Card.
The balance on a Gift Card cannot be refunded or exchanged, in whole or in part, except in accordance with your statutory rights, specifically those governing online and phone purchases.
If goods purchased with a Gift Card are subsequently returned (in-line with our returns terms), or exchanged for goods of a lower value, the balance will be re-applied to a Gift Card and not provided in cash or any other tender type.
Suffolk Food Hall Ltd reserves the right to refuse a Gift Card it deems to be tampered with, duplicated or which otherwise is suspected to be affected by fraud.
Suffolk Food Hall Ltd reserves to right to amend these terms, providing adequate notice and publishing the terms on suffolkfoodhall.co.uk/terms
Nationwide Delivery (mailorder / courier) Terms
When ordering hampers and/or from the butchery or delicatessen for delivery in the UK * we will deliver by courier in 2 to 3 working days (depending on order day) for a fixed price of £14.95 including VAT, packaging, packing and postage. Gift cards and Afternoon Tea vouchers are sent by Royal Mail.
Please note payment is not taken until your order is processed. For weighed items, typically from the butchery, the item cost may be adjusted +/- 10% when the product is prepared for you. Typically your order is cut, prep’d, packed and collected on the next day; and then delivered the day after. This is to ensure your order is a fresh as possible. Chilled orders are despatched in a ’48 hour’ chiller box, but should still be refrigerated immediately on arrival.
Any orders placed before the end of Thursday are eligible for Saturday delivery at the increased price of £22.95. Orders placed on a Friday, Saturday or Sunday will be processed early in the following week.
Unless specifically requested, deliveries will require a signature. This is to provide proof of delivery. Any particular delivery notes should be included in the ‘Instructions’ box on check-out. Whilst we will do our utmost to make sure these instructions are followed, we cannot guarantee that any specific courier (or its subcontractor) will fulfil all desired delivery instructions as sometimes it will have its own specific policies which can preclude some customer requests.
There is also the option to collect from the Food Hall directly. In this case your payment details entered on-line, are simply taken in-lieu of a deposit and you will need to pay on collection. We adopt this approach as most ‘click and collect’ customers normally add to their on-line order when in the Food Hall. Other arrangements can be made in advance.
* For delivery of items to the UK Highlands and Islands, or outside of the UK, please call to discuss your requirements with a member of the team.
Delivery Service for Bulky Items
We’re pleased to offer a local delivery service for bulky items purchased at the Food Hall or in Home & Garden. Charges are based on the travel distance from IP9 2AB.
Under 5 miles: £10 or free when you spend more than £250
5-10 miles: £20 or free when you spend more than £500
10-15 miles: £30 or free when you spend more than £750
15-20 miles: £40 or free when you spend more than £1,000
We only deliver on a Monday to Thursday during the day, and we will not guarantee your preferred delivery day or time. If you live further afield, please ask for a quote before you make your purchase. We can arrange national delivery for some purchases through our courier service. Some exceptions apply. Our standard terms and conditions apply and in addition:
Please take care when providing us with your address details as we cannot accept liability for non-delivery of items as a result of incorrect information provided.
In the event that you are not available to receive the goods at the time when they were delivered, you will be responsible for making arrangements to receive/collect the goods if they are held at the post office or the courier’s depot. There may be additional charges if delivery was attempted but you were unavailable to receive the goods.
You must pay in full for both the product and the delivery before the items leave the Suffolk Food Hall. We will try to meet any date stated for delivery, but the dates are not guaranteed. Occasionally it may become necessary for us to cancel your order before delivery. We will let you know as soon as we can that this has happened and you will not be charged, or if you have been charged, we will refund the full amount to you.
When your order arrives you must check for damages and/or shortages. Claims for damages and shortages have to be made within 48 hours of receipt of your delivery. Claims for damages or shortages made after this time may be refused.
If your goods have not reached you within 14 working days from the date they left us you will need to call 01473 786 610 to report your order as missing in transit. We allow a maximum of 28 days for you to let us know your goods haven’t arrived, if you haven’t contacted us by this time we will accept this as your acknowledgement for receipt of the goods.
If you wish to return a product, please refer to our returns policy. In addition to the terms of our returns policy, please note that unless the product is defective, you will be liable for both the delivery cost and any additional charge(s) for collecting the item.
Data protection policy – website Privacy & Data Security
Suffolk Food Hall Ltd’s data protection policy
Suffolk Food Hall understands its obligations to you when providing good service, whilst safeguarding your personal information. We understand that when you give us your personal information you are trusting us to take care of it. We collect personal information when customers, for example, place an order, book an table or event, register with our loyalty scheme. We use this information to provide the service you expect and, if you agree, to send you confirmations and marketing information. Suffolk Food Hall will not share your information for marketing purposes with any third party. We take necessary precautions to protect your information when defining processes, selecting and using systems and ensuring the right safeguards are in place.
What information do we collect about you?
We collect information about you when you register, order, shop and eat with us. In order to help the business improve, we also collect information when you voluntarily complete customer surveys, provide feedback and participate in competitions. Website usage information is collected using cookies.
You can review and change your on-line shop account details at any time on the “My Account” webpage. Please send an email if you have any questions concerning your account on-line or with our ordering system and/or loyalty scheme.
When an order is submitted your credit/debit card details are collected. We do not store these details; they are stored securely by an accredited payment service provider, SagePay and PayPal. We will store any email correspondence with you for the purposes of customer service and to monitor any possible issues. Telephone calls may also be recorded for these purposes.
How will we use the information about you?
We collect information about you to process your order, manage your account and if you agree, to contact you about other Suffolk Food Hall products and services we think may be of interest to you. We use your information to confirm bookings, orders, to personalise offers, and improve your repeat visits to our website.
We hold this information securely and for only as long as there is a legitimate customer service purpose. In the right service, your details may be stored on other (hosted) systems such as booking platforms, payment fulfilment services, courier providers and other carefully selected software providers.
We would like to send you information by email, phone and/or post about products and services of ours which may be of interest to you. Suffolk Food Hall will not share your information for marketing purposes with any third party. If you have consented to receive marketing, you have a right at any time to stop us from contacting you. If you no longer wish to be contacted for marketing purposes, please email or write to for the attention of our Data Protection Officer.
Access to your information and correction
You have the right to request a copy of information that we hold about you. If you would like a copy of some or all of your personal information, please email or write to our Standards Officer. We may make a small charge for this service. We want to make sure that your personal information is accurate and up to date. You may, of course, ask us to correct or remove information you think is inaccurate.
Cookies are text files placed on your computer to collect standard internet log information and visitor behaviour information. In order to shop on our website cookies will have to be enabled in your browser. Cookies are used so that your computer’s hard disk can remember who you are so that you can:
i) Avoid having to enter the same information twice during a particular visit to a website (session cookie).
ii) Avoid having to log-in again when you return to a website (persistent cookie).
We also use this information to track visitor use on our website and to compile statistical reports on website activity.
For further information visit www.aboutcookies.org or www.allaboutcookies.org You can set your browser not to accept cookies and these reference websites tell you how to remove cookies from your browser. However in a few cases some of our website features may not function as a result.
Our Standards Officer keeps our data protection, compliance and other policies under review. We will place any updates on this webpage. This policy was last updated on 9 January 2019.
How to contact us
If you would like to change (in anyway) your data at any time simply email, call 01473 786 610 or ask a member of staff.
Registered: Suffolk Food Hall Ltd, Wherstead, Ipswich, IP9 2AB.
Registered in England No. 05980763 at the same address.