USE OF ANANDAFOODS WEBSITE CONSTITUTES ACCEPTANCE OF ALL STANDARD TERMS AND CONDITIONS, INCLUDING THE FOLLOWING:
Shipping
If you are looking for a guaranteed speedy delivery,
please select NEXT DAY service :
(next day deliveries must be signed for)
Orders must be received by 12 noon to qualify for next day delivery.
(WEEKENDS AND BANK HOLIDAYS EXCLUDED - ORDERS WHICH ARE RECEIVED FRIDAY AM WILL BE DELIVERED MONDAY) WE DO NOT SHIP ON WEEKENDS
Next Day Courier service is not available for some areas, eg: certain UK Islands, parts of scotland, ireland etc. For orders to these areas we will send EITHER by 2 day courier service or RM24, whichever is most efficient.
STANDARD UK SHIPPING IS BY ROYAL MAIL 1st class. THIS IS USUALLY DELIVERED WITHIN 1 OR 2 DAYS, BUT IT IS NOT GUARANTEED (RECORDED USUALLY ARRIVES NEXT DAY). ONCE WE HAVE POSTED YOUR ORDER, WE ARE RELIANT UPON ROYAL MAIL TO DELIVER YOUR PARCEL.
RM TELL US TO ALLOW UP TO 5 WORKING DAYS in mainland uk FOR ITEMS TO ARRIVE ONCE SHIPPED, at least 14 days for missing/returns, longer for non-mainland. ROYAL MAIL OFTEN EXPERIENCE DELAYS AT TIMES OF HIGH DEMAND, EG Christmas.
IN THE EVENT THAT A CUSTOMER REQUESTS THEIR ORDER BE LEFT SOMEWHERE IF THEY ARE NOT IN, THE CUSTOMER ACCEPTS ALL RISK AND LIABILITY FOR DAMAGE, LOSS OR THEFT.
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 TAKE A LITTLE LONGER THAN NORMAL - BUT USUALLY BY THE NEXT WORKING DAY.
ALL ORDERS OVER £40 WILL BE OFFERED 1ST CLASS RECORDED DELIVERY COMPLETELY FREE OF CHARGE - A SIGNATURE WILL BE REQUIRED UPON DELIVERY (YOU CAN STILL SELECT NEXT DAY COURIER SERVICE IF YOU'D PREFER). DISPATCH NOTIFICATIONS ARE SENT BY US VIA E-MAIL AS SOON AS WE SHIP YOUR ORDER (PLEASE CHECK YOUR SPAM FOLDER IF NOT RECEIVED).
We may upgrade your delivery from Royal Mail to next working day by courier if the size and/or weight exceeds Royal Mail's maximum. We will not charge you for this.
WHEN ORDERING PLEASE MAKE SURE YOU ENTER THE CORRECT DELIVERY ADDRESS AND POSTCODE.
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.
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 ship without the item and issue a refund.
INTERNATIONAL ORDERS*
PLEASE CONTACT US TO OBTAIN A SHIPPING QUOTE WHEN NO SHIPPING FEE IS DETAILED ON YOUR ORDER. Free Shipping is available on uk orders only! We are happy to ship to all our international customers, we offer a FREE UPGRADE to 'international TRACKED & SIGNED' on some orders and for certain destinations.
Once shipped you should receive your order within 2-5 working days (Europe) via Royal Mail Airmail. The rest of the world delivery times vary considerably, with 10 working days being common for much of the U.S. canada & new zealand. Far Eastern deliveries can be unpredictable. We recommend you contact us to arrange alternative shipping if you wish delivery to these areas.
*NB: Standard AIRMAIL is not tracked .
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, items are shipped at your own risk**. Damages or losses incurred are not the responsibility of Ananda Foods.
**We do not recommend ordering more fragile items (eg: lollies) if the order is to be shipped via AIR
MY ITEM(S) HAVEN'T ARRIVED
Standard UK shipping usually Arrives within 2 days, but Royal Mail DO NOT GUARANTEE this. Once we have posted your order, we are reliant upon Royal Mail to deliver your parcel. We can only guarantee delivery when Tracked Next Day Service is selected by the customer.
Please note that our customers tell us they occasionally experience delays with Royal Mail, particularly at Christmas, but this doesn't usually exceed a day or two and only rarely a week or so.
If your items have not 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! 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!
* We cannot contact the sorting office on your behalf - it must be the addressee
THE VAST MAJORITY OF ORDERS THAT CUSTOMERS TELL US THEY HAVE NOT 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 mislay/fail to deliver your items, you must wait at least 18 working days from shipping before we can refund or replace.
ANY DAMAGES OR MISSING ITEMS - PLEASE CHECK IMMEDIATELY UPON DELIVERY AND NOTIFY US BY EMAIL 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.
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 I.D 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
PROMOTIONS, END OF PRODUCTION RUN OFFERS
Occasionally, we will have offers on particular products. often these are are remainders of seasonal specials and the aim is to clear unsold stock. As such, the best before period may be somewhat less than our regular, but we aim to ensure there will never be less than one month left. Remember- a best before period is not a 'sell (or use) by date', it is just the period we guarantee top freshness. Our products are usually good well eyond this time.
Occasionally, we will have offers on particular products. often these are are remainders of seasonal specials and the aim is to clear unsold stock. As such, the best before period may be somewhat less than our regular, but we aim to ensure there will never be less than one month left. Remember- a best before period is not a 'sell (or use) by date', it is just the period we guarantee top freshness. Our products are usually good well eyond this time.
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. We will do all we can to help resolve any problem you may experience. In every instance we hope the solutions we offer will exceed our customers expectations and 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
| terms_and_conditions.docx |
