Shipping policy

Shipping Policy

Ambient Products - Generally due to the nature of these products they do not require any special packaging.  Items in glass containers will be wrapped carefully in padded paper or bubble wrap if necessary.

1. CAVIAR DELIVERY

Delivery Method

We use DHL and DPD services for eligible delivery options, depending on the destination and selected delivery option.

  • We dispatch Monday to Friday. Orders placed before 2 pm are dispatched the same day for next-day delivery by end of the day. Orders placed after 2 pm are dispatched on the next working day for delivery by end of the day.
  • Orders placed on Friday before 2 pm arrive on Saturday by end of the day. Orders placed on Friday after 2 pm and at the weekend are dispatched on Monday for delivery on Tuesday by end of the day.
  • For addresses in London Zones 1, 2 and 3, we offer same-day delivery by end of the day.

Delivery Times

  • United Kingdom (UK): 24 hours
  • European Union (EU): 24-72 hours
  • United Arab Emirates (UAE):
    • Dubai: delivery from 3 hours
    • Other Emirates: delivery within 24 hours

Delivery Costs

United Kingdom (UK)
  • Next-day delivery, Monday to Friday, by end of the day: £9.50
    Orders over £150: FREE DELIVERY
  • Next-day delivery by 12 pm, Monday to Friday: £14
  • Saturday delivery by end of the day: £16
  • London same-day delivery, Monday to Friday, by end of the day: £25
Europe
  • Portugal, Spain, Germany, Austria: €15
  • Ireland: €30
  • Belgium, Netherlands, Luxembourg: €40
  • France, Italy: €40
  • Poland, Czech Republic, Slovakia, Hungary: €40
  • Romania, Bulgaria, Greece, Croatia: €40
  • Sweden, Norway, Denmark, Finland: €40
  • Latvia, Lithuania, Estonia: €40
  • Orders over €200: FREE DELIVERY to all European destinations listed above
United Arab Emirates (UAE)
  • Free delivery on all caviar orders

2. GOURMET DELIVERY (UK ONLY)

Available exclusively in the United Kingdom.

Delivery Method

We use DHL and DPD services, depending on the destination and selected delivery option.

Delivery Times

  • Orders placed from Monday morning to Thursday morning are delivered within 1–3 business days, depending on the product category.
  • Orders placed from Thursday afternoon to Sunday evening are dispatched on the following Monday.

Delivery Costs

    • Next-day Monday to Friday delivery, by end of the day: £9.50 for orders containing chilled or frozen products; £5.80 for orders containing only ambient products. Orders over £150: FREE DELIVERY
    • Next-day delivery by 12 pm: £14, or £10.30 for orders containing only ambient products
    • If your order contains both chilled or frozen and ambient products, the chilled or frozen delivery rate applies.

    Delivery Zones

    • United Kingdom (UK)

    Seasonal Delivery Notice

    Courier networks can experience high volumes during festive periods, and deliveries may be delayed. If your order is delayed, please contact us so that we can investigate and discuss the appropriate next step. A seasonal delay does not change an agreed delivery commitment or remove your statutory rights. The condition and safety of perishable products must be assessed if a delivery is delayed; transport packaging does not guarantee freshness for an unlimited period.

    3. DELIVERY RESPONSIBILITIES AND DELIVERY ISSUES (UK CONSUMER ORDERS)

    3.1 Accurate details and access

    Please check the delivery address, postcode, recipient name, email address and telephone number before placing your order. Include any flat number, building name and necessary access instructions. Tell us about any error as soon as possible. Address or instruction changes after dispatch cannot be guaranteed. Please ensure the courier can safely access the delivery address.

    3.2 Availability and delivery notifications

    Please monitor order and courier notifications and arrange for yourself or a person you authorise to receive the parcel on the agreed delivery date. If the order is a gift, tell the recipient that it contains perishable food and ensure they can receive and store it correctly. Courier tracking and estimated time slots are planning aids; they do not replace or change an agreed delivery date or paid timed-delivery service. If a particular date is essential, tell us before ordering so that we can confirm whether we can meet it.

    3.3 Delivery changes and courier preferences

    Before requesting a different date, address, redelivery, depot hold, collection point or locker, consider whether the products can still be received promptly and stored correctly. Please check any standing delivery preferences saved in your DPD or other courier account. A courier offering an option does not mean it is suitable for chilled or frozen food. Any additional delivery charge must be reasonable and agreed with you in advance; we will not charge you to correct an error for which we or our appointed courier are responsible.

    3.4 Safe places, neighbours and other recipients

    For perishable food, we strongly recommend receipt in person by you or an authorised person who can immediately refrigerate or freeze the products as labelled. If you request delivery to a neighbour, concierge, reception team or safe place, give clear and specific instructions. Ensure any person you nominate knows about the delivery and can store the products correctly. Do not assume that a communal hallway, reception area or outdoor location provides suitable temperature control or security. Such instructions do not remove your statutory rights or excuse a courier's failure to follow them.

    3.5 Inspection and storage after receipt

    Inspect and unpack the parcel promptly when you or your authorised recipient receive it. Check the products, seals, labels, insulated packaging and cooling elements, then refrigerate or freeze each product at the temperature stated on its label. Insulated packaging and ice packs are transport protection, not a substitute for a fridge or freezer. Anyone accepting the parcel on your behalf should do this immediately; your later collection or opening does not restart the storage period. Do not consume food that you believe may be unsafe.

    3.6 If there is a problem with your order

    If something is wrong, please contact us promptly so we can help. We review each case individually, taking into account the delivery records, any changes you requested, and the handling and storage of the products. We may ask for photographs or other information reasonably needed to understand what happened.

    We do not offer refunds or replacements for loss or deterioration caused solely by delayed refrigeration, unsuitable storage or other mishandling after you, or someone you nominated, has received the order. This does not affect your rights where products were faulty when delivered or where we or our delivery partner failed to fulfil our obligations. Your statutory rights remain unaffected.

    3.7 Missing parcels and evidence

    If tracking shows delivery but you cannot locate the parcel, please check with your household, any person you nominated and any location you specifically authorised, then contact us promptly at orders@beleaev.com or +44 7706 084493. Tell us your order number, whether you recognise the delivery photograph and which delivery instructions you gave. We may request written confirmation of non-receipt and other reasonable information needed to investigate. A delivery scan, photograph or signature is evidence to assess alongside the address, instructions and recipient details; it is not automatically conclusive.

    We will handle the enquiry with our appointed courier and review the available delivery evidence. We do not require you to obtain compensation from the courier before we address your legal rights. Please report visible damage, insufficient chilling or other problems apparent on delivery within 24 hours to use our additional Freshness and Delivery Guarantee. Provide photographs of the products, labels, packaging and cooling elements where reasonably possible, and retain them safely pending our instructions. This 24-hour guarantee does not impose a deadline on statutory claims. See our Returns and Refunds Policy for the full guarantee and claims process.

    3.8 Passing of risk and statutory rights

    For UK consumer orders, goods generally remain at our risk until they come into your physical possession or that of a person you identify to receive them, in accordance with section 29 of the Consumer Rights Act 2015. We remain responsible for fulfilling our delivery obligations. Nothing in this policy makes an unauthorised person your nominated recipient, treats any location labelled a safe place as overriding the law, or excludes or restricts your statutory rights. Where the law requires a refund or other remedy, our decision is not conditional on receiving reimbursement from the courier.