Delivery, Returns & Refunds
We use the Royal Mail or Other couriers for delivery and depending on what you buy, the packing method we use will vary from an ordinary envelope to a strong box.
All postage and packing prices on this website are for UK mainland only. If you live elsewhere, or wish us to post elsewhere, please email us with your requirement and we'll give you a free quote for your chosen destination. We have many customers, worldwide and we are experienced at posting to overseas destinations. Please browse through our "Testimonials" section - on left edge of all pages, to see some of the places we have posted to. We are not responsible for delays and losses caused by your country's postal and/or customs service and cannot refund or replace orders that are lost or impounded by your authorities.
As you will no doubt realise, a lot of our products are very light in weight ( for example coffee sticks, pepper and salt sachets) and often, the weight of the packaging is more than the weight of the product; we are very conscious of post, packing and handling prices and want to try and ensure our customers get a fair price. So, if you only order small amounts, you'll find the post and packing charges quite high - the way to get more relative value, is to order more product ☺
We always obtain proof of posting on all our shipments. The P&P price means Post & Packing, therefore you are not only paying for the Postage but for the packing material and the labour to pick and pack the product. If you wish to discuss the P&P, please email first with your questions. Please also remember, we pay commission and fees to EKM Pay, PayPal etc., so that you the customer, get a safe and secure transaction. We do try very hard to keep our costs down and give the best possible deal.
VERY IMPORTANT - Once your order has been posted, via Royal Mail; we check the real cost of the postage against the amount you paid. We add the actual postage cost to our picking, packing, material, labour and transport - (amount varies depending on size of order) - and deduct from the amount you were charged; if we find you have 'overpaid', we refund you the difference. We want you to continue buying from us and our prime concern is your full satisfaction. Please remember to email us with your questions, concerns or requests; we will always do our best.
Return & Refund Policy
We are pleased to advise that we have a (UK only) Return Policy that has no small print whatsoever - if, when you receive your goods you are unhappy, for whatever reason, you may return everything within 14 working days for a full refund of the purchase price of the products including the original post and packing charge*. If the goods are faulty - send them back to us and we will refund all of your payment money plus the return postage you paid. Please email to advise us, then mail the goods back to us and ensure you get us to sign for receipt. The cost of your p&p to return the goods is for your cost if you changed your mind (and the goods are not faulty) PLEASE NOTE we will not argue or dispute your wish to return the goods. For customers outside of the UK, that are unhappy, please email us with your request and we will do our very best to accommodate your wishes. We want ALL our customers - worldwide - to get the very best treatment from our company. PLEASE "talk" to us!
UK Distance Selling Regulations
We plan to get your purchase into the post within 3 working days. (Normal shipping is ASAP) - Orders placed before Noon - on a working day - will be posted the same day (providing goods are in stock) - orders received after Noon on a working day - will be posted the next working day. Unfortunately, we cannot guarantee these handling times - as it depends on order volumes which vary from day to day - if your order is VERY URGENT - please do send a note with your order - or email us - we will endeavour to oblige. (working days are Monday through Friday and do not include weekends or Bank Holidays)
* PLEASE Note - this does not include 'Perishable goods' namely Butters & Spreads.
As soon as your order comes through, we'll be wide awake and will not rest until it has left our premises.
Although we are happy to supply our products to destinations outside the UK, we must remind you good folks abroad, that we cannot track or have any knowledge of the progress of deliveries across the world. We ALWAYS obtain proof of posting here in the UK, but cannot guarantee delivery. Therefore any products ordered by anyone overseas must accept the risk of the products being 'lost' in the post. As we cannot insure the products whilst in transit, we therefore cannot entertain any possibility of a refund unless the products are faulty. If you consider the goods to be faulty, please send them back to us at your expense. Upon receipt of the faulty goods, we will happily replace them and refund your shipping costs. Most goods shipped around the world, arrive safely, however, please do not order unless you fully understand these conditions and are willing to take the risk. We currently, only show prices in GBP, Euros and USD. What is your currency ? ask us and we might be able to add it to our pricing ? The Postal Rates that you see through the shopping basket/cart, are only for the UK - Please contact us separately for Postal Rates outside the UK. Please do read the Terms and Conditions - scroll down to the bottom of any page.
You will be solely responsible for any taxes and duty that may be charged by your countries authorities.
Our suppliers give us no warning of price changes and unfortunately we are unable to advise you in advance, either. UK Sterling is now so weak; and some of the products and ingredients are imported, therefore prices can be effected suddenly and dramatically. Sorry.
We have also been, occasionally, let down by our suppliers; suddenly, without notice, they will stop stocking an item, which we've been buying for years. Sometimes, the supplier decides not to stock any more and sometimes the manufacturer stops production ! Either way, we and you the customer suffer. As you will appreciate, these situations are out of our control. We can only apologise in advance, if this happens we reserve the right to substitute with an alternative manufacture product of equal or greater value or offer you a refund for that product.
Although we are an International trading company and try to communicate 24/7 - our warehouse operates through normal Monday to Friday UK business hours. We thank you for your patience and understanding.
We are committed to protecting your privacy and your details are deemed privileged information, which we will never pass to a third party.