Receiving the order

All orders require a signature upon delivery. You must check the items and report any issues (e.g. damages) to us within 24 hours of receiving the items.

Please note that for frozen/chilled goods, damages must be reported within 1 hour of receipt of goods from the courier, anytime after this, we will not be responsible for any defrosting or spoiled goods as a result.

Please see our Refunds and Returns Policy for full details.

Additional Charges

If any of the following scenarios occur, then you will be responsible for any costs incurred for returning or re-sending the parcel.  

• Changes to shipping address, after dispatched from the warehouse
• Wrong delivery address or restricted delivery address given
• Failed multiple attempted delivery

Specific Category Additional Charges

To ensure your heavy, frozen, or chilled items remain in perfect condition, additional charges apply. These charges cover the cost of extra or specialised packaging designed to maintain sustainable conditions and proper temperature control throughout transit.

• If your basket has items from the Rice category and the total weight of items from this category weighs 10kg or more, then additional charges will apply.
  
  • For each additional 10kg within the rice category, an additional charge of £7.99 will be applied to your basket.
• Ordering Frozen goods will automatically incur an additional charge of £5 for the 1st 10 frozen items and then a additional charge of £5 for every additional 10 frozen items, which will be added to your basket.
• Ordering Chilled goods will automatically incur an additional charge of £3 for every 10 chilled items, which will be added to your basket.   

Free Delivery Offer Conditions

• Order must be over £55 (including VAT & excluding delivery)
• Dry, frozen and chilled goods are included together as the total.
• Must be within postal addresses within UK Mainland only.