DELIVERY & RETURNS

DESPATCH TIMES


At Chufa World Ltd, orders placed before 2pm from Monday-Friday are despatched the same day, as soon as payment is received. Orders placed after 2pm Monday -Friday or at weekends are despatched the following working day.


SHIPPING OPTIONS & COSTS


Shipping Costs

  • Free P&P for orders within UK Mainland.
  • Next day Ireland / Northern Ireland £19.68 per carton up to 20 kilos plus additional kilo rate above 20 kilos of £0.80 per additional kilo
  • 2/3 days Highlands and Islands £19.68 per carton up to 20 kilos plus additional kilo rate above 20 kilos of £0.80 per additional kilo


DELIVERY LOCATIONS


We are only able to deliver to addresses within the United Kingdom



DELIVERY ESTIMATES


Orders within the UK should reach the relevant destination within 1 to 2 working days.

We ship orders as quickly as possible but once the item has left our despatch team we have no control whatsoever over delivery delays. We have provided the delivery times above as a guide only – they are estimates given by the mail carrier and are not guaranteed times.



WHILE YOU WERE OUT


In the event that you are not home when delivery is attempted your postman / woman should leave a ‘While You Were Out’ card to let you know about the attempted delivery and provide details on how you can collect your item.

Please ensure that you collect any items from your local post office and/or sorting office as soon as possible after receiving a ‘While You Were Out’ card. Standard delivery items are retained by the post office and/or sorting office for around 3 weeks whilst recorded delivery items are only retained for 1 week. After this time the order will be returned to Chufa World. The transaction will be cancelled less the cost of Postage and an admin charge of £10.

We cannot take responsibility for delays caused by failure of the buyer to collect their item in time. In the event of an item being returned to us we will re-ship as soon as we receive it. However please note that we cannot control any resultant delivery delay in this instance.

Occasionally delivery is attempted and a card is not left. If your order has not arrived in time, if possible check with your local post office and/or sorting office to ensure they are not holding it for you. Most delivery delays we encounter are caused due to cards not being left.



ORDER & DESPATCH CONFIRMATIONS


You will receive three e-mail communications after you have placed your order and provided us with a valid e-mail address:

The first confirms your payment has been processed securely by our payment partner Stripe WorldPay (CHECK) and will also contain your payment receipt.

The second confirms that your order has been received and will contain your order details; this e-mail should arrive within approximately 24 hours.

The third confirms that your order has been posted (any tracking information will be included); this e-mail should arrive within approximately 1 business day following authorisation of your credit card and verification of your information.

You may also elect to receive an SMS text by leaving details of your mobile telephone number.



IF YOUR ORDER APPEARS TO BE LATE, PLEASE REMEMBER:


  • Credit card approval must be received prior to processing.
  • Orders placed after 2pm are processed the following working day.
  • Mail delays do occur that we can’t control. Please be patient as usually your item will arrive within days of despatch.
  • Occasionally delivery is attempted and a card is not left. If your order has not arrived in time, if possible check with your local post office and/or sorting office to ensure they are not holding it for you. Most delivery delays we encounter are caused due to cards not being left.


LOST MAIL


In the rare event of an item being lost in the mail we will either replace or refund items and make an insurance claim on your behalf once it is confirmed an item is lost. The time that elapses before an item is definitely lost varies depending on the mail service used. For inland mail this is 15 working days from the delivery due date.



LOST MAIL DUE TO INCORRECT ADDRESS


When placing an order at Chufa World please take care to provide your full and correct address. In the event of lost mail due to incorrect address details being provided we will not be able to refund your shipping costs, if one had been paid.



LOST OR DAMAGED SHIPMENT


Please contact us if your parcel has not arrived within 10 working days and is not being held at your local post office and/or sorting office.

Please contact us at Chufa World giving a contact telephone number along with your order number and we will arrange for a replacement.




RETURNS & EXCHANGES

At Chufa World we want you to be completely satisfied. If you are not happy with your Vegan Milker purchase you can return it to us for a full refund, provided you inform us within 28 days of purchasing the goods. The product must be returned in its original packaging.

All food items must be returned within 14 days of placing the order and must not have been opened. We will only offer a refund if the products are unopened and returned in their original packaging. On health & safety grounds we are unable to accept returns of food items that have been used, opened or where their security seal has been broken.

In accordance with EU law the cost of both the original and return postage and packing is the responsibility of the customer and will be deducted from the amount refunded. We also recommend that you obtain proof of postage.

If you receive your order and find that it has been damaged, is defective in any way or is not the item which you ordered, we will refund or exchange the item, including the cost of delivery, and the cost of returning the goods to us.

Please do not return an item without informing us of the reason for returning the item and please ensure that all returned goods are clearly marked with your name and order details.

Please return products in a saleable condition, unsoiled and with no damage to the container, lid, seal or label. Please note that we do not issue refunds for food items if the product has been opened. This does not affect your statutory rights.

Our return address is: Chufa World Ltd, c/o Fullers Logistics, Building 68, Whitehill and Borden Enterprise Park, Budds Lane, Borden, Hampshire, GU35 0FJ.

Please contact us on +44 20 37712566 giving a telephone contact number along with your order number if you have any questions or queries regarding your return.

Please note that returns can take between 7-10 business days for us to receive and process, although we will do our best to minimise any delay.



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