USE OF ANANDAFOODS WEBSITE CONSTITUTES ACCEPTANCE OF ALL our STANDARD TERMS AND CONDITIONS, INCLUDING THE FOLLOWING
IMPORTANT NOTICE:
We will only be shipping orders midweek for the next few weeks. Sorry for any inconvenience.
Special occasions
If your order is for an important date or special occasion, you can order now and arrange a delivery date shortly before the day needed. Simply let us know when you would like to receive them by adding a note to your order. If in doubt: please contact us, we would be happy to help and advise.
DID YOU RECEIVE MY ORDER?
Once an order is placed with us and we receive it, an order confirmation email is automatically sent to the email address attached to the order. Please note: depending on your security settings, this may end up in spam. If you are still concerned and would like re-assurance. Please email us with your order number, (we cannot enter into correspondence about an order without this number) and we will confirm for you.
We are a small family business with limited personnel. We aim to ship orders on the day of receipt, or as soon as possible. During very busy periods it may on rare occasions take a little longer than normal - but usually by the next working day.
MY PARCEL ARRIVED DAMAGED... We strongly advise that delivery is not accepted if there is damage to the outer packaging, whether delivery is attempted by RM or courier
In the unlikely event that your parcel arrives damaged, please be aware of the following:
If the delivery was made by Royal Mail, you must report this to RM and make a claim with them. We cannot do this on your behalf.
If the delivery is by our couriers, it is very important that you do not accept delivery if the parcel is visibly damaged in any way. Please email us to let us know of the problem and we will contact the courier. If damage to the contents is discovered only after opening, ie there is no visible damage to the outer box, please let us know straight away by email and include image(s) of the parcel and contents. We will usually offer refund or immediate replacement. We reserve the right to ask you to return the products to us, before we can consider remedy or refund. We will refund to you the cost of this return, depending on circumstances.
WHAT IF MY ITEM IS OUT OF STOCK?
If any of your order items are out of stock your order may be delayed. It may not be shipped until we have received email confirmation from you with regards to alternatives or refunds, or stock is replenished. We reserve the right to supply a similar, alternative product if there is no other option or to ship without the item and issue a refund.
I HAVE CHANGED MY MIND, CAN I RETURN MY ORDER?
Unfortunately food items can not be returned.
If there is a fault with your products please contact us. We will endeaver to help resolve the matter.
I HAVE CHANGED MY MIND, CAN I CANCEL MY ORDER?
If you wish to cancel a previously placed order, please reply to the order confirmation you received. Alternatively, please email us from the same address you used to place the order, attaching a copy of the order confirmation (or quote the order ID number, name and delivery address) if the order has not been shipped, we will cancel and refund where appropriate. Please note: if the order has been shipped/left our premises we are unable to cancel or refund.
IF YOUR ORDER HASN'T ARRIVED . . please do the following:
1) Check that you entered the correct delivery address & postcode (incorrect address, partial address and post code - address discrepancies are the most common reasons for non delivery),
2) Contact your local royal mail depot/sorting office and check whether they have any mail for you- even if no card was left! we cannot contact the sorting office on your behalf - it must be the addressee It is very important to do this as soon as possible after the delivery was due!
Royal mail will hold any undelivered items, not just recorded or tracked! If not collected, a parcel will be returned to us as sender after 15 - 18 days.
3) Email us and let us know
If RM tell us that they have delivered your order, we cannot consider replacement or refund.
The vast majority of orders that customers tell us have not been received are returned to us marked "not called for" - this means that the order could not be delivered (for any reason) and so was returned to the sorting office to await collection by the recipient/customer. Items are held for 15/18 days and are then returned to sender. Unfortunately it is our experience that cards are not always left to tell the customer of attempted delivery. This is certainly true if the postperson cannot actually get to the letterbox, or front door, or couldn't find the address that is shown on the parcel, or if mail is held up in a backlog.
If you wish us to forward to you an order that has been returned marked "not called for", additional postage charges may be applied.
In the fortunately rare event that royal mail fail to deliver your items, you must wait at least 15 working days* from shipping before we can refund or replace. We ask that you notify us asap as we cannot address non-deliveries where more than 1 month has elapsed.
*This period is extended during times of industrial action.
Any damages or missing items - please check immediately upon delivery and notify us by email straight away - certainly within two working days. Please attach images if possible. Where there is visible damage to the parcel, please do not accept it - or sign 'damaged'. It may not be possible for us to redress any issues that we are not informed of as indicated above. Please note: we cannot enter into correspondence about any order without your order number.
We will only be shipping orders midweek for the next few weeks. Sorry for any inconvenience.
Special occasions
If your order is for an important date or special occasion, you can order now and arrange a delivery date shortly before the day needed. Simply let us know when you would like to receive them by adding a note to your order. If in doubt: please contact us, we would be happy to help and advise.
DID YOU RECEIVE MY ORDER?
Once an order is placed with us and we receive it, an order confirmation email is automatically sent to the email address attached to the order. Please note: depending on your security settings, this may end up in spam. If you are still concerned and would like re-assurance. Please email us with your order number, (we cannot enter into correspondence about an order without this number) and we will confirm for you.
We are a small family business with limited personnel. We aim to ship orders on the day of receipt, or as soon as possible. During very busy periods it may on rare occasions take a little longer than normal - but usually by the next working day.
MY PARCEL ARRIVED DAMAGED... We strongly advise that delivery is not accepted if there is damage to the outer packaging, whether delivery is attempted by RM or courier
In the unlikely event that your parcel arrives damaged, please be aware of the following:
If the delivery was made by Royal Mail, you must report this to RM and make a claim with them. We cannot do this on your behalf.
If the delivery is by our couriers, it is very important that you do not accept delivery if the parcel is visibly damaged in any way. Please email us to let us know of the problem and we will contact the courier. If damage to the contents is discovered only after opening, ie there is no visible damage to the outer box, please let us know straight away by email and include image(s) of the parcel and contents. We will usually offer refund or immediate replacement. We reserve the right to ask you to return the products to us, before we can consider remedy or refund. We will refund to you the cost of this return, depending on circumstances.
WHAT IF MY ITEM IS OUT OF STOCK?
If any of your order items are out of stock your order may be delayed. It may not be shipped until we have received email confirmation from you with regards to alternatives or refunds, or stock is replenished. We reserve the right to supply a similar, alternative product if there is no other option or to ship without the item and issue a refund.
I HAVE CHANGED MY MIND, CAN I RETURN MY ORDER?
Unfortunately food items can not be returned.
If there is a fault with your products please contact us. We will endeaver to help resolve the matter.
I HAVE CHANGED MY MIND, CAN I CANCEL MY ORDER?
If you wish to cancel a previously placed order, please reply to the order confirmation you received. Alternatively, please email us from the same address you used to place the order, attaching a copy of the order confirmation (or quote the order ID number, name and delivery address) if the order has not been shipped, we will cancel and refund where appropriate. Please note: if the order has been shipped/left our premises we are unable to cancel or refund.
IF YOUR ORDER HASN'T ARRIVED . . please do the following:
1) Check that you entered the correct delivery address & postcode (incorrect address, partial address and post code - address discrepancies are the most common reasons for non delivery),
2) Contact your local royal mail depot/sorting office and check whether they have any mail for you- even if no card was left! we cannot contact the sorting office on your behalf - it must be the addressee It is very important to do this as soon as possible after the delivery was due!
Royal mail will hold any undelivered items, not just recorded or tracked! If not collected, a parcel will be returned to us as sender after 15 - 18 days.
3) Email us and let us know
If RM tell us that they have delivered your order, we cannot consider replacement or refund.
The vast majority of orders that customers tell us have not been received are returned to us marked "not called for" - this means that the order could not be delivered (for any reason) and so was returned to the sorting office to await collection by the recipient/customer. Items are held for 15/18 days and are then returned to sender. Unfortunately it is our experience that cards are not always left to tell the customer of attempted delivery. This is certainly true if the postperson cannot actually get to the letterbox, or front door, or couldn't find the address that is shown on the parcel, or if mail is held up in a backlog.
If you wish us to forward to you an order that has been returned marked "not called for", additional postage charges may be applied.
In the fortunately rare event that royal mail fail to deliver your items, you must wait at least 15 working days* from shipping before we can refund or replace. We ask that you notify us asap as we cannot address non-deliveries where more than 1 month has elapsed.
*This period is extended during times of industrial action.
Any damages or missing items - please check immediately upon delivery and notify us by email straight away - certainly within two working days. Please attach images if possible. Where there is visible damage to the parcel, please do not accept it - or sign 'damaged'. It may not be possible for us to redress any issues that we are not informed of as indicated above. Please note: we cannot enter into correspondence about any order without your order number.
INTERNATIONAL ORDERS, including EU.
WE ARE HAPPY TO SHIP TO ALL OUR INTERNATIONAL CUSTOMERS.
PLEASE CONTACT US TO OBTAIN A SHIPPING QUOTE WHEN NO SHIPPING FEE IS DETAILED ON YOUR ORDER.
FOR some DESTINATIONS WE WILL ONLY SHIP BY TRACKED COURIER, DOOR TO DOOR, FOR SECURITY AND
RELIABILTY.
Delivery times vary considerably. eu SHIPPING IS CURRENTLY TAKING THE LONGEST, OFTEN 7 DAYS, WHILST 48 HRS IS COMMON for mOST of the U.S. canada & new zealand.
As a customer of Ananda Foods, you are responsible for any additional customs or duty/shipping charges. Although we pack and protect our products with great care, because they are relatively fragile, items are shipped internationally at your own risk
If you experience a problem with your order it is VERY IMPORTANT to us that you contact us as soon as possible! At Ananda Foods, we try to give the best possible service and strive to provide excellent communication. Our team take the very greatest care with every aspect of our customer relations. Although we are a very small team, We will do all we can to help resolve any problem you may experience. In every instance we hope the solutions we offer will turn any problem into a happy resolution.
Please contact us by email at: hello@anandafoods.co.uk
Thank you for your attention and understanding.
Ananda & Team
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