By placing an order on this website, you are agreeing to the following terms and conditions:
ORDERS AND CANCELLATIONS
Order Acceptance Policy
All orders and Subscriptions received are subject to acceptance by Ottopasta.com, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.
Timing of your order
As a part of the checkout process you will be able to select the delivery date for your delivery, whether that delivery is part of a subscription or a one-off order. You will also be able to select the frequency of recurrence (in the case of a subscription).
Changes to your order
If you wish to change your subscription, please do so via the “My Account” area on our website or by contacting us at [email protected]; for one-off orders please contact us at [email protected] . We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested not less than 24 hours before midday of the scheduled delivery day. Failure to do so will result in the lapse of any rights to a refund or re-delivery.
To cancel your order, please let us know not less than 24 hours before midday of the scheduled delivery day and we’ll be happy to provide a full refund. You can also cancel by contacting us at [email protected] . Failure to do so will result in the lapse of any rights to a refund or re-delivery.
We accept Maestro and Visa and MasterCard credit and debit cards. In order to offer the best security, all our payments are processed securely by Opayo (formerly known as SagePay).
All prices are stated inclusive of any applicable VAT, unless otherwise stated.
Otto Pasta will deliver to most London postcodes plus KT2, KT3, TW1, TW7, TW8, TW9 and TW10.
We will do our best to ensure that your delivery arrives on time, but we cannot be held responsible if a delivery arrives late due to any circumstances that are outside of our control.
In the event of a non-delivery, please contact us at [email protected].
Delivery will be complete when we deliver to the address which you specify when ordering. When ordering fresh pasta, as it arrives chilled, it is important that you follow the storage instructions provided on our website. Failure to do so will result in the lapse of any rights to a refund or re-delivery.
Safe place instructions
If you place an order for, or subscribe to, a delivery on a specific date it is your responsibility to either be present to receive the delivery or specify a suitable delivery alternative in the “delivery note box” as requested during purchase. Our pasta is a fresh product and is dispatched chilled. It is the customer’s responsibility to ensure that the cold chain is not broken for a significant duration once delivered. Failure to do so will result in the lapse of any rights to a refund or re-delivery.
RETURNS AND REFUNDS
If the food we deliver to you does not seem fresh, please contact us at [email protected] to let us know. If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-fresh food within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may occur in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.
While we do everything we can to make sure our meals are delivered, sometimes mistakes do happen and deliveries don’t arrive. If we fail to deliver your order, we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.
Due to the perishable nature of our fresh pasta meals, we are unable to accept returns. We offer our customers refunds or replacement delivery if our meals are not delivered to an acceptable quality, as detailed above.
Product availability and substitution
Our fresh ingredients are subject to availability. In the event of any supply difficulties, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality. It is the customers responsibility to check the allergen content of the replacement as detailed on our website.
OFFERS AND PROMOTION CODES
At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.
In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.
We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.
All our usual terms and conditions apply to vouchers. Vouchers ordered through our website will be delivered by electronic means to the email address provided.
Unless otherwise stated site offers and promotions do not apply when purchasing vouchers.
Vouchers cannot be exchanged for cash. All vouchers are dated and expire 12 months from the date of issue. No refunds will be processed in respect of the purchase of vouchers .
Otto Pasta is not responsible if a voucher is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.
CIRCUMSTANCES BEYOND OUR CONTROL
Adverse weather conditions
During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery team may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order.
We shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: Acts of God, outbreak of hostilities, riot, civil disturbance, acts of terrorism, the act of any government or authority (including refusal or revocation of any licence or consent), fire, explosion, flood, fog or adverse weather, power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, strike, lock-out or industrial action of any kind, and any cause or circumstance whatsoever beyond Otto Pasta reasonable control.
Whilst we agree to use all reasonable endeavours to ensure that the Otto Pasta service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Otto Pasta service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of our service impossible or impractical.
Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question.
CUSTOMER AND RECIPIENT PERSONAL INFORMATION
During the checkout process, we ask for the following personal information:
Customer’s email address
We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate. If there is an error with your email address or you do not receive an order confirmation with 2 hours please contact us immediately at [email protected] Failure to do so will result in the lapse of any rights to a refund.
Customer’s telephone number
We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues. We also use mobile numbers to confirm dispatch details and delivery updates.
Recipient’s full name and address
We require this information in order to deliver the meals you have ordered. It is vital that the recipient’s address is accurate. We will also use the recipient’s name and address for marketing communications from time to time.
We reserve the right to supplement and amend the Terms and Conditions from time to time. We will publish any changes on our website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access our website.