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By Word of Mouth At Home General Terms & Conditions


1. Privacy and Registration

By Word of Mouth At Home operates under the registered tradename of By Word of Mouth Ltd.  Registration number 3310603.  Registered Address: Devon House, Anchor Street, Chelmsford, Essex, CM2 0GD.

All trademarks and copyright are the property of By Word of Mouth Ltd.

By registering on our website and providing your personal details you are agreeing to the terms and conditions of sale for all transactions.  In order to be able to provide goods to your home we require the following information:

Your name

Your home/delivery address and telephone number

Your email address; so that we can update you with details of your order and delivery

If you are purchasing alcohol, we may require proof of identity and age

We will take credit card details for payment, but we do not store this information (you will need to complete this every time you make a purchase)

By Word of Mouth At Home is committed to protecting your privacy. We use the information we collect about you to process the orders you submit to us and to provide you with a more personal shopping experience. Please see our privacy policy for further information.


2. Product and Supply of Services

Our chefs are constantly developing and expanding our range of frozen products using the best ingredients that we can source from responsible suppliers.  All our products include a BEST BEFORE DATE which will be clearly marked on the back of the packaging.  All products are provided with a minimum of 1 month best before date.

As the suppliers we shall supply the Services to the you the customer in accordance with the specification in all material respects, subject to any changes which are necessary to comply with any applicable law or safety requirement or which do not materially affect the nature or quality of the product.


3. Ordering and Receipt of Goods

The prices of our goods are displayed via our website.  The prices of goods may vary from time to time and are subject to ingredient availability.  All our products are for home use only and not for resale.

On receipt of goods we request that you inspect your items to ensure that they are correct, and you are happy to receive them.  If you are not happy with your product and feel that this does not meet our quality standards then please contact us immediately, either by email or telephone.


4. Payment, Cancellation & Refund Policy

We accept all major credit and debit cards and orders can be processed online via our website and secure payment system. We do not store your card details so you will need to enter your card details with every purchase.  Some items may be liable for VAT at the prevailing rate (our VAT number is 206 9296 92).  Acceptance of order occurs when we send you your email confirmation.  We reserve the right to refuse your order.  We operate a minimum order requirement for delivery which is highlighted in the delivery section of our terms and conditions.


Orders can be cancelled up to 12pm the day before delivery.  Please contact our helpline or email who will process your refund. Please note that refunds can take up to 7 days to reach your account.

On delivery we request that you inspect your items to ensure that they are correct and that you are happy to receive them.  If you are not happy with your product and feel that this does not meet our quality standards, then please return the product with the driver and contact us immediately, either by email or telephone.

Refund policy

We really hope that you love our product as much as we do.   We ask that you inspect all items on delivery to ensure that you are happy with your order.  Please do not accept any items that you are not happy with or that appear damaged in transit and we will refund you the cost of the item.   Please note that refunds can take up to 7 days to reach your account.

If you feel that we have performed below our standards or you wish to offer some feedback, then please contact us via email on or by telephone on 020 3072 1917 detailing the product and purchase date.


5. Delivery

We operate a minimum order value of £35 for delivery.  All orders above £45 include free delivery.

Please note that we can only deliver to UK postcodes indicated on our website.  We apologise if your location is not included in our current delivery scope.  We are constantly expanding our operation and would be delighted to know if you are interested in receiving our product, so please do let us know by registering on our website.

All deliveries are made by our drivers.  We can deliver your BWOM at Home meals directly to your door from Monday to Saturday, between 8am and 8pm. We always aim to deliver your items to you within 72 hours of receiving your order. Once we have organised our delivery routes for the following day, we will send you an email with your 4-hour delivery window on the date of delivery.

Our drivers will deliver all products in chilled vehicles to ensure that you product arrives to you frozen.  Please make sure that there is someone to receive the goods when we deliver as all frozen goods should not drop below -12 degrees.  Please check all goods on delivery to ensure you are happy.  If nobody is present and there hasn’t been any prior agreement, then the goods will be left packaged at your door (with any alcohol removed) and the order will be marked as completed.


6. Sale of Alcohol

We operate a THINK 25 policy which means that on delivery, if we think you look under the age of 25, we will request you provide proof of age.  Our employees can accept identity cards that include passports (or national identity cards), driving licenses or Biometric residence permits  If you are unable to provide one of these forms of identity, or if nobody is in to receive the goods, then the alcohol will be removed from the delivery and a refund will be credited to your account.


7. Offers and Discounts

Discounts can be redeemed through offer codes that may be advertised or provided through our website.

Only one offer code can be redeemed at a time.

Please check all offer codes for expiry dates, as these will apply.

Offer codes apply to one household.

Offer codes can be applied at time of checkout and will display the total discount.  Please note that offer codes are for food only and do not apply to charitable donations (we wouldn’t think you would want them to!), drink, merchandise and delivery.

If your discount reduces your overall total to below our minimum delivery order you will need to increase your order to qualify for delivery. The same applies should your discount code reduce your order below the threshold to qualify for free delivery.  You will need to either pay for delivery or increase your order.

Offers will run throughout the year and provided you have “opted-in,” we may contact you from time to time with new offer codes.


8. Food Allergens

Please be aware that our food is prepared in a kitchen where nuts, gluten and all other allergens are present, however we operate a strict HACCP procedure in line with our food safety policy.  Our website and labelling clearly indicates which allergens are present in each dish.


9. Limitation of Liability

Our performance of any part of the contract is subject to variation or cancellation from any cause arising from an act of God, war, strikes, lockouts, flood, drought or other cause of any nature whatsoever beyond our control. We will endeavour to keep communicating through this time and will update you with any changes or amendments to your order.

By Word of Mouth is not liable for any direct, special, indirect or consequential or incidental damages including loss of profit or loss of opportunity as a result of the use of or the inability to use any items that have been ordered on this website.

You agree to indemnify us and our agents, officers, directors and employees, immediately and on demand, against all claims, liability, damages, costs and expenses, including legal fees, arising out of any breach of any of our terms and conditions.


10. General

The performance, validity, construction and all aspects of the agreement between the Supplier and the Customer is deemed to have been concluded in England and shall be governed by English law and the courts of England shall have exclusive jurisdiction in relation thereto.

11. Competitions

Winners of each competition will be chosen at random and notified shortly thereafter by email, whereupon a postal address for delivery of prizes will be requested. Prizes are as stated and non-transferable, with no cash or other alternatives offered unless advertised prize becomes unavailable. An alternative winner will be selected if we do not receive a response from an individual winner within 7 days of notification. The competitions are only open to any person aged 18 or over and resident in the UK. The winner will be chosen at random from the correct entries and will be notified on day of competition closing date. A list of winners will be available six weeks after the closing date by contacting us. BWOM At Home will not accept any responsibility for entries not received for any reason, including those people whos’ privacy settings prevent non-friends or public from viewing their shared posts. This competition is in no way sponsored, endorsed or administered by, or associated with Facebook or Instagram. You are providing your information to BWOM At Home and not to Facebook. By entering this competition you hereby agree to receive updates from us (BWOM At Home) via, email -you can opt out of these at any time. Your privacy is important to us and we will not share your details with any third party. For questions about this competition, please contact All entrants to competitions are deemed to have accepted these rules and agree to be bound by them.