USE OF ANANDAFOODS WEBSITE CONSTITUTES ACCEPTANCE OF ALL our STANDARD TERMS AND CONDITIONS, INCLUDING THE FOLLOWING
Shipping
STANDARD SHIPPING IS WITH ROYAL MAIL. WE ARE CURRENTLY SHIPPING ORDERS BY RM24. WE ALSO OFFER NEXT WORKING DAY COURIER DELIVERY. FOR PARCELS OVER A CERTAIN WEIGHT AND/OR SIZE WE MAY UPGRADE YOUR DELIVERY TO OUR COURIER SERVICE AT NO ADDITIONAL COST.
RM deliveries are usually within predicted timeframes, but are not guaranteed.
During times of exceptional demand, or unusual circumstance, RM service can be considerably delayed. This is regrettably beyond our control. Only our courier service is guaranteed.
Standard shipping cost is £4.95, this is free on orders above £35.
Next working day courier service is £8.50
We reserve the right to change the shipping service to the most expedient for any particular order where necessary.
Where NEXT DAY SHIPPING is selected, the order must be received by 12 noon to qualify for next day delivery. If later than this, it will be shipped the following working day
We do not ship on weekends or bank holidays. 'Next Day' refers to working days only.
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 call 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) 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.
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.
Once we have posted your order, we are reliant upon royal mail to deliver your parcel. we can only guarantee delivery when next day courier service is selected by the customer.
Please note that our customers tell us they occasionally experience delays with royal mail, particularly at christmas and other busy times, but this is rare.
IF YOUR ORDER HASN'T ARRIVED . . please do the following:
1) Check that you entered the correct delivery address & postcode (incorrect address is the most common reason for non delivery),
2) Contact your local royal mail depot/sorting office and check whether they have your parcel- 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, to the address supplied, 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.
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 18 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.
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 sign for 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.
FREE SHIPPING IS AVAILABLE ON UK MAINLAND ORDERS ONLY!
FOR some DESTINATIONS WE WILL ONLY SHIP BY TRACKED COURIER, DOOR TO DOOR, FOR SECURITY AND
RELIABILTY.
If you select Standard air mail for your eu shipping, we will not accept responsibilty for delays or non-delivery. This is because of the current situation with goods travelling through french customs. However, we do not recommend standard AIr for any destination.
Please contact us if you require courier, or special delivery service if this is not detailed as an option.
delivery times vary considerably, with a minimum of 7 working days being common for much 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
Please note that during the current situation some services may still be affected.
Thank you for your attention and understanding.
Ananda & Team
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