Policies
Website
We are always working on keeping Drop as up to date as possible. However, we aren’t perfect all the time so discrepancies may occur, we apologise for any information which may be missing or not totally accurate. If you have any questions, or have seen anything that might not be correct, please let us know.
We try to keep all products as accurate as possible, however wines, coffees and beers produced in small quantities run out quickly and details change often, so our images may not always be update to date, so please keep an eye out on the written details of products, not just images.
If we have sold out of a particular wine that has been ordered on-line, we will do our best to re-stock the wine and fulfil the order as soon as possible or suggest a good alternative. This will be done in person, so please make your contact details up to date.
Delivery
Our standard mainland UK delivery rate is £4.95 for any number of products. If your order is over £50 we offer free delivery.
We also offer a reduced delivery on smaller items such as little bags of coffee, if this applies to your order the reduced rate will be displayed at checkout and is usually £3.50.
Other UK addresses including the Scottish Highlands, Islands, Isle of Man and Northern Ireland may have higher delivery charges and these depend on the postcode, if your basket is not over £50.
To calculate the delivery charge for non-mainland UK addresses, please enter your postcode into the billing/shipping address field and the checkout will adjust accordingly.
We also offer a free click and collect service from our sister shop, Local NCL at 18 Acorn Road, Jesmond, NE2 2DJ.
We aim to deliver your order within 48 hours, but it can take up to 5 working days of your order to be dispatched, this is rare however. If you have not received any communication regarding the shipment of your order within 5 working days of placing your order, please contact hello@dropbylocal.com or call us on 0191 816 3682. You will receive tracking info when your order has been dispatched.
If nobody is in to receive the delivery and sign for it and you would like us to leave it in a safe place or with a neighbour, you do so at your own risk.
Please note, we can only deliver to UK addresses with a postcode. We are not able to deliver to P.O. Boxes or BFPO addresses.
Cancellations & Returns
At drop by LOCAL, we strive to provide exceptional products and services to our customers. We understand that occasionally, cancellations and returns may be necessary.
The following Cancellations and Returns Policies outlines the procedures and guidelines for cancelling orders and returning all products purchased from us within the United Kingdom (UK).
Cancellation Policy:
1.1. Orders for all products can be cancelled within 12 hours of the order placement, provided the items have not been dispatched.
1.2. To cancel an order, please contact our customer support team at hello@dropbylocal.com with your order number and cancellation request.
1.3. If the cancellation request is made after the 12-hour window or after the items have been dispatched, it may not be possible to cancel the order. In such cases, please refer to our returns policy.
Refunds
2.1. We accept returns for natural wine and coffee products within 7 days of the purchase date.
2.2. To initiate a return, please contact our customer support team at hello@dropbylocal.com with your order number, reason for return, and any supporting information or images, if applicable.
2.3. The returned items must be in their original, unopened, and unused condition, with all packaging and seals intact. We cannot accept returns for products that have been opened, used, or damaged unless there is a quality issue. This includes coffee that you have requested to be ground by drop by LOCAL on your behalf.
2.4. Return shipping costs are the responsibility of the customer, unless the return is due to a quality issue or an error on our part.
2.5. Once we receive the returned items and verify their condition, we will process the refund to the original payment method within 7 business days.
2.6. If the return is due to a quality issue or an error on our part, we may offer a replacement or refund, including the return shipping costs but this is at the discretion of drop by LOCAL.
Exclusions
3.1. Perishable or consumable items that have been opened or used, such as opened wine bottles or coffee that has been brewed, cannot be returned unless there is a quality issue.
3.2. Returns are not accepted for personalised or customised products, unless there is a proven manufacturing defect or error.
Refunds
4.1. Refunds will be issued in the original form of payment used for the purchase.
4.2. If the payment was made via credit or debit card, please allow up to 7 business days for the refund to reflect in your account, depending on your card issuer's policies.
4.3. Refunds for payments made through other methods will be processed accordingly, taking into account the applicable processing times.
Please note that this Cancellations and Returns Policy is in addition to your statutory rights as a consumer, which are not affected. For further information or assistance regarding cancellations or returns, please contact our customer support team.
We reserve the right to amend this policy at our discretion. Any changes will be updated on our website and communicated to customers as appropriate.
Privacy Policy
Drop by LOCAL is committed to keeping your personal data safe and ensuring the security of any personal data we may process.
We are committed to complying with the GDPR directive that came into force on 25th May 2018 that gives greater protection for your personal data.
In particular, this privacy policy:
Explains the personal information we hold about you
Our legal bases for processing your personal data
What we do with your personal information
Who your personal data may be shared with
Your rights under the data protection regulations
What is Personal Data & How is it Collected?
Personal data includes any information that directly or indirectly identifies an individual.
We may collect certain personal data such as name, address, email, telephone number, and IP address, and other information gained during interactions or correspondence with you.
Our Legal Basis For Processing Your Personal Data
We will only process your data where we have a legal basis for doing so.
Contractual Necessity. In order to fulfil our obligations to you. For example, we will need to process your personal data in order to process any purchases you make. We will need to share some of this data with our payment processors and the delivery companies that we use.
Consent. You may give your explicit consent to receive newsletters from us. You may unsubscribe from these at any time, either by unsubscribing when you receive a newsletter, by unsubscribing from your online customer account, or using the contact details at the end of this privacy policy document.
Legitimate Interest. We may use your data for our legitimate business interest in order to provide you with the best customer service, to provide a service that is tailored to your needs, and to improve the quality of information on our website and in our shop. For example, we may rely on our legitimate interest to process your personal data for the following purposes:
Marketing related to previous purchases you have made with us.
Customer service communications as part of the purchase process.
To obtain feedback from you about our customer service and products.
To enhance, modify, personalise or otherwise improve our services and communications for your benefit
Please note you have the right to object to any processing for which we rely on legitimate interest as the legal basis. You can do so by using the contact details set out at the end of this privacy policy document.
Who We Share Your Personal Data With?
We may share your data with approved third-party providers that have data protection measures in place that align with the requirements of the data protection regulation. For example:
Payment providers
Delivery providers
Our newsletter provider with your consent.
Professional companies and other persons providing services to us including legal advisers, professional advisers, tax and accountancy advisers, IT services, and printing services
We do not share data outside of the EU and we do not sell your personal data or other information to any third party.
Your Rights in Respect of Your Data Are:
Access rights. You can request a copy of the personal information we hold about you.
Right to request rectification. We take reasonable steps to keep your information accurate, but you can also ask us to change any information we hold about you to keep it accurate, complete and current.
Right to request erasure (‘to be forgotten’). You have the right to ask us to delete the personal information we hold on you.
Right to raise an objection to our processing. Where our processing of your information is performed on the basis of ‘legitimate business interest’, then you can request we stop.
Right to complain to a supervisory authority. If you are dissatisfied with our use or management of your personal information, you have the right to complain to an EU Data Protection Supervisory Authority. In the UK, the relevant Data Protection Supervisory Authority is the Information Commissioners Office (ICO) and you can contact them via their website: www.ico.org.uk
Our Retention Policy
We will only keep your personal data for as long as necessary for the purposes for which it was first gained. Personal data will be retained for the purposes detailed in this privacy policy and where we have a legal basis for doing so.
Review of This Policy
We may make changes to this policy from time to time and will post such updates on our website.
Who Are We & How to Contact Us?
Drop by LOCAL Ltd, Unit 15 Mandale Park, Wallsend Road, North Shields, NE29 7FN
Registered Address: Unit 15 Mandale Park, Wallsend Road, North Shields, NE29 7FN
Phone: 0191 816 3682
Email: hello@dropbylocal.com
Company Number 13838123 Registered at Companies House, Cardiff, Wales.
Cookies
In common with most websites, dropbylocal.com uses ‘cookies’. Cookies are small snippets of text that are stored on your computer. When you request a page from our website, the cookies are sent to our web server, and when we send a page back to you our server may add to or change these cookies. Without cookies, we would not be able to know that you are the same person from page to page. We do not store anything that could identify you personally in cookies; instead we store codes and references which can only be connected to your personal details by our own systems.
We use cookies for a variety of reasons, such as remembering the contents of your shopping trolley and displaying the products you've recently viewed. We also use analytics software, which allows us to track and measure patterns of behaviour among our users so that we can improve our website.
For more information about cookies and other technical info regarding our website, please contact us via email at hello@dropbylocal.com