We love a special request — it's the heart of a real butcher's service — and our team does its very best to honour every one. If yours wasn't followed this time, here's what likely happened and how we'll make it right.
How requests work. Notes added in the Special notes box at checkout go to our butchery team, who accommodate them wherever possible — a particular thickness, bone in or out, trimmed a certain way, portioned to size. The vast majority are followed to the letter.
Why one occasionally slips.
- The cut didn't allow it. Some requests aren't possible on a given piece — a thickness a small fillet won't yield, a portion count a joint won't divide into neatly. In these cases, our butchers make the closest sensible call.
- Timing. Notes added after an order is placed can arrive too late if packing has begun — see Special butchery requests: what to write in the notes box for how to time them.
- A genuine miss. Occasionally, simply human. That's on us.
Putting it right. Our team will review the details and advise on the next steps. If the cut was not suitable for that preparation, we’ll explain why and guide future orders.
FAQs
- Where do I add a request? In the Special notes box at checkout — that's the surest route to our butchers.
- Can I phone a request through? Yes — call 0808 1648 998 before your cut‑off, and we'll add it to the order where we can.
- My request was impossible — why didn't you tell me? Where there's time, we try to flag it; if we couldn't reach you before cutting, our butchers make the best judgment on your behalf. Tell us, and we'll talk it through.