Frequently asked questions
Have a question? We may already have the answer. Read our FAQs below to see if your query is there, if not, you can get in touch with us using our contact us page.
ORDERING
PACKAGING
DELIVERY
How do I place an order online?
Simply browse our website and add all your favourite products to your basket. We change our offers every two weeks, so be sure to check back regularly. To checkout, click your basket at the top right of the screen and follow the checkout steps, entering your details and preferred delivery date. To complete your purchase, enter your card details or checkout with Apple Pay, Google Pay, Amazon or Paypal.
Can I order using another method?
Of course! You can order by phone on 01467 629666. Our lines are open 9am - 5pm Monday to Friday and 10am - 4pm Saturday to Sunday.
How do I use a promotional code?
It’s best to enter the whole website address, including the code, into the address bar i.e. www.donaldrussell.com/abcd1122 or enter the code into the search bar at the top of the Donald Russell website. You can also enter the code in the “coupon/gift certificate” section in the first page of the checkout process next to the subtotal. If you have any problems, please call our friendly team on 01467 629666.
How do I add delivery instructions?
In the event that you need to add or change your delivery instructions please email us at hello@donaldrussell.co.uk or speak to an advisor on 01467 629666 as soon as possible.
How do I know your site is secure?
The site is protected by Let's Encrypt, meaning we comply with the strongest identity authentication standard available today.
Why can I not log into my account?
We launched our new website in January 2024.
All customers who have placed an order in the last 2 years have been transferred to our new website. To protect your data, your password details have not been transferred. Simply reset your password to access your account.
If you have not placed an order in over 2 years, your account has not been transferred to the new website. To place an order, simply create a new account or use our new guest checkout.
If you need further help, please call us on 01467 629666.
Why are my card details no longer stored?
We launched our new website in January 2024. To protect your data, your card details have not been transferred. Simply re-enter your card details or you can now checkout with Apple Pay, Google Pay, Amazon Pay or Paypal.
How do I view a previous order?
You can view your previous order in my account. Simply login to your account using the my account icon at the top right of your screen and view the ‘Orders’ section. You can easily reorder your entire previous order or add specific products to your basket from here if you wish.
Will my order arrive frozen?
Our products are delivered to you professionally frozen to preserve the rich flavours and freshness.
Can frozen meat be high quality?
Yes - especially at Donald Russell. Once your meat has reached the perfect point of maturation, we cut, vacuum pack and professionally shock-freeze it to lock in the flavour, freshness and quality. The extremely low temperature preserves the meat naturally, at its best, so that when you defrost and cook your product, the quality is as high if not higher than the majority of fresh meat.
Can I request a product that is not on your website?
Absolutely, get in touch with our team on 01467 629666 and we’ll be happy to look into sourcing for you.
Can I order a different weight from what’s listed on your website?
No problem, we can product smaller or larger cuts to suit your needs, simply call us on 01467 629666.
How will my order stay frozen?
Your order will arrive packed for perfection with dry ice, so your goods will be protected and kept at the perfect temperature, ready to be popped in your home freezer. The dry ice we use has been independently tested to keep your order frozen for up to 48 hours from the time of dispatch.
All of your items will be vacuum packed unless otherwise stated. This high grade packaging prevents against freezer burn and will keep your items in perfect condition until you are ready to enjoy them. If your order arrives defrosted, or if you have any queries regarding packaging, please contact our customer service team on hello@donaldrussell.co.uk or call 01467 629666.
How long can I keep my items frozen?
When your items arrive, check them against your invoice and then freeze immediately. As a rough guide, beef, pork and lamb products can keep in the freezer for up to 2 years from the date of cut; sausages around 1 year and bacon approximately 6 months. We would always recommend you go by the expiry date as displayed on each individual items packaging and to reorganise your freezer regularly, moving shorter shelf-life goods to the top/front.
Can I recycle cardboard packaging?
Where appropriate some of our products will be packed in cardboard boxes made from recycled packaging. This protects your goods during transit and can be recycled with your household cardboard.
What can I do with my polystyrene box?
Our poly boxes can be reused in a variety of ways, cool boxes for impromptu barbecues, plant boxes, and garden kneelers.
How much does delivery cost?
Standard UK Mainland delivery is £10. For all orders over £50 (excluding packaging and gift vouchers), standard delivery is free. Please see our delivery page for full details of the costs for specific locations.
Minimum spend for an order sent to Northern Ireland or a remote area is £60.
For orders over £60, delivery to Northern Ireland or a remote area will cost £12.
Remote areas are: The Outer Hebrides, Shetland, Orkney, Skye, Channel Islands, Isle of Man, Isle of Wight, Western Scotland Islands and The Isles of Scilly.
Where do you deliver?
We can deliver to any UK address (not P.O Boxes) but some locations may have special delivery requirements. We also offer a Click and Collect service from our base in Inverurie, Aberdeenshire. Please call an advisor for further details on 01467 629666.
What time will my order arrive?
Your order will be delivered between 7am and 8pm on the date you choose. We can't give you an exact time for delivery, however we do have a guaranteed AM delivery option for most UK mainland postcodes on week days.
Where will my order go if I'm not at home?
We do have options for delivery instructions if you call us on 01467 629666. Our couriers will leave your parcel somewhere safe if you are not in. If you do not have a secure place for the parcel we can deliver to an alternative address. You can also arrange delivery to your workplace, to a neighbour or friend if it's more convenient, at no extra charge.
Can my order be delivered as a gift?
Absolutely, we can deliver to a friend or family member and can add a gift message at no extra cost, just call us on 01467 629666. A copy of the invoice will NOT be included in the order, but will be sent to you directly. Please be advised you will need to leave delivery instructions should your recipient be out and it is best to advise them they will be receiving a delivery.
Do you do gift vouchers?
Online gift vouchers can be purchased and redeemed on our website. You can also buy and redeem vouchers via our call centre. Vouchers purchased from our call centre can only be used on orders placed by telephone. Please contact our team on 01467 629666 to buy or redeem a telephone voucher.
My order hasn't arrived, what can I do?
If your delivery has not arrived by 10pm on the requested date please call our team the following morning on 01467 629 666 and they can track your order. Rest assured, we pack enough dry ice to keep your food perfectly frozen for up to 48 hours from dispatch.
How do you ensure your products are up to scratch?
We are proud to bring you the best of British from always grass-fed beef and lamb to premium seafood from Scottish waters. Taste tests are our secret weapon when it comes to guaranteeing the quality of our products andwe cook our products in the development kitchen in Inverurie, Aberdeenshire reguarly.
How do you select your meat and where is it sourced from?
All Donald Russell meat is sourced, where possible, from local suppliers or reputable farms across the U.K by our experienced team of buyers. Regular and unannounced inspections from recognised monitoring bodies (Quality Meat Scotland & Scottish Executive Environment & Rural Affairs Department) uphold our stringent measures.
How are your star ratings decided?
Our product star rating system is generated by genuine customer reviews. The ratings are based on service, quality and taste and are published on a monthly basis.
Where can I find allergen information?
All of our products have allergen information on their product details page.
Where are you based?
We are proudly based in Inverurie, Aberdeenshire since 1974 where we have our butchery and distribution centre.
Can I request a special order?
Yes, if you give us a call on 01467 629666, you can put in a request for one of our expert Butchers to prepare a cut to your preference, whether it's a thicker cut fillet steak, or a smaller cut ribeye roast.