Shipping Policy

Shipping Policy & Information

We're pleased to offer both Royal Mail and DHL as shipping providers meaning we can ship to virtually any address across the Globe.

Please note - There are restrictions on some products and some of our products cannot be shipping to international destinations.

When placing your order our website will automatically estimate shipping costs based on the weight of your order and your delivery address.

All of our shipping costs are based on rates provided by our shipping providers and not something we make up for profit.

Orders are generally dispatched within 24 hours after receipt of payment (Excluding Weekend & Bank Holidays) & are shipped via your chosen shipment method.

If you have selected "Bank Deposit" as your preferred payment method we will need to await receipt of payment before your order can be processed. Please be aware, if we have not received payment or correspondence within 7 working days of your order being placed we will cancel your order.

All of our orders are packed in amply sized boxes and your items will be well protected.

Once your order has been shipped you'll receive a shipping confirmation email, if the shipping method you've selected includes tracking information this will be included in the shipping confirmation email. You can also check this by selection the order in the "My Account" section of our website.


We do our best to pick, pack and process as many orders as possible during the day however, any orders placed after 2PM will be processed the following working day.

Our Royal Mail collection is 2:30PM Monday - Friday
Our DHL collection is 12PM Monday - Friday


Expected Delivery Times


Please find below a breakdown of the shipping methods available and their expected delivery times.

United Kingdom

 

  • Royal Mail Signed For (Tracking Included) - Expected 1-3 working days 
  • Royal Mail Small Parcel (No Tracking) - Expected 1-3 working days
  • Free Shipping UK (Tracking Included) - Expected 3-5 working days

  • Please note - These delivery targets are estimates, cannot be guaranteed and may be subject to delays.

    Within the UK we offer DHL Express exclusively. DHL advise that a parcel travelling within the UK is expected to arrive within 1-2 working days however, these delivery targets are estimates, cannot be guaranteed and may be subject to delays.


    Please note - These delivery targets are estimates, cannot be guaranteed and may be subject to delays.

    We reserve the right to withdraw our Free Shipping option at any time. In addition to this, our Free Shipping option is only available to customers within the UK & EU for orders exceeding £30 in the UK, exceeding £50 in the EU & under 2KG in weight. If you order surpasses this maximum weight this shipping option will be removed.

    International


    Please find below a breakdown of the shipping methods available and their expected delivery times.
  • Royal Mail Europe Standard (No Tracking) - Expected 3-5 working days
  • Royal Mail Europe Signed For (Tracking included) - Expected 3-5 working days
  • Free Shipping Europe (No Tracking) - Expected 3-5 working days
  • Royal Mail International Standard (No Tracking) - Expected 5-7 working days
  • Royal Mail International Signed For (Tracking included) - Expected 5-7 working days

  • Please note - These delivery targets are estimates, cannot be guaranteed and may be subject to delays.

     

  • DHL Express Worldwide - 1-2 working days
  • DHL Economy Worldwide (Selected Countries) - 2-6+ working days
  • If you'd like more accurate expected delivery times we can supply this for selected countries, just send us a message. 

    Please note - These delivery targets are estimates, cannot be guaranteed and may be subject to delays.


    Lost In Transit Parcels


    If you haven't received your parcel and are concerned this may have been lost in transit we've included below the information we have from our couriers including dates in which we can class a parcel as lost in transit.

    United Kingdom


    Find estimated delivery times here - When will my item arrive?

    If you're concerned your parcel has gone missing please follow the following link for more information- I think my item is lost - I haven't received my delivery yet? UK

    If you require any further assistance please contact customer service at customerservice@chefsflavours.co.uk


    If your parcel has not arrived within 7 working days of your expected delivery date please contact us at customerservice@chefsflavours.co.uk with your order number and we’ll investigate this on your behalf where applicable.


    International


    An international item being sent to Europe is only considered lost in transit if it is not delivered within 20 working days of its delivery due date (25 working days from shipment date); for an item going to the rest of the world a parcel is not considered lost until 25 working days from it's delivery due date (32 working days from shipment date).

    If you have not received your parcel by this time please contact customer service at customerservice@chefsflavours.co.uk with your order number and we’ll investigate this on your behalf where applicable.


    If your parcel has not arrived within 7 working days of your expected delivery date please contact us at customerservice@chefsflavours.co.uk with your order number and we’ll investigate this on your behalf where applicable.


    Drop Shippers


    We understand that in some cases it may seem reasonable to use a drop-shipper when purchasing with us however, please be aware our services will only cover your parcel to the destination you've entered on your shipping address.

    If your parcel encounters problems while travelling from us to your drop shipper we'll do all we can to help.

    Once your parcel has been successfully delivered to your drop-shipper we are no longer responsible for your parcel and any problems you may encounter after this will need to be handled by your drop-shipper.

    We are unable to send returns labels should your parcel encounter being delivered to your drop-shipper and if you'd like to return your parcel to us we (the company) are not liable for any fees to return this parcel to us.

    Information regarding Customs & IOSS


    If you're shopping with us from the EU you can now take advantage of the Import-One-Stop-Shop (IOSS for short).

    With this new system we will automatically add VAT to your order at checkout based on the VAT rate for your country.
    This applies to all orders under €150 (around £126 depending on the current exchange rate).

    If your order exceeds €150 your order will no longer fall under the IOSS bracket meaning our system will not charge VAT on your order at checkout and once your order arrives in its destination country you will be liable to pay both VAT and duties. This means it's really important to carefully review your order total before placing your order with us.

    Even with the IOSS system your order will still be processed in the customs office and can still be refused by the customs authorities. The decision of the customs authorities is final and we cannot influence the decision of the customs office.

    PLEASE NOTE: Some countries may still charge for administration/handling fees. Chefs Flavours are not responsible for these fees and we cannot reimburse you for these.

    If you're visiting us from outside of the EU you will be liable for both VAT and Customs Fees on your order.

    In the unfortunate situation that the customs office is disputing the contents of your parcel please refer them to the following information

    UK Government HS Code Breakdown  - 21.01.11.00.00 Is the breakdown of the commodity code/HS Code we used to declare our products. 

    This is broken down as follows - 

    Section IV: Prepared foodstuffs; beverages, spirits and vinegar; tobacco and manufactured tobacco substitutes

    21: Miscellaneous edible preparations
    01Extracts, essences and concentrates, of coffee, tea or maté and preparations with a basis of these products or with a basis of coffee, tea or maté; roasted chicory and other roasted coffee substitutes, and extracts, essences and concentrates thereof
    11:Extracts, essences and concentrates, of coffee, and preparations with a basis of these extracts, essences or concentrates or with a basis of coffee
    00.00:Extracts, essences and concentrates

    If customs refuse your parcel entry to the country this parcel will likely be returned to us, the sender. 
    In usual circumstances the customs office may hold your parcel for up to 18 working days before your parcel is sent back via its original shipping method.

    Once your parcel has been returned, we will contact you as soon as possible and arrange a refund.

    If your parcel has been refused we are unable to offer a replacement or resend this order. 

    Should the customs office refuse your parcel there is also a small chance they may seize and destroy your parcel. In the unfortunate circumstance that this does happen sadly, you will not be refunded and will not receive a replacement order.

    You (the customer) are liable for any VAT and customs duties on your order if you are visiting us from outside of the EU or are visiting from us from the EU and your order exceeds €150.

    If once your parcel arrives at the customs office you (the customer) choose to refuse these charges your parcel should be returned to us (the company). Upon arrival of your parcel you will be automatically refunded for this order excluding shipping costs.

    If you’ve refused these fees and your parcel is seized and destroyed by customs you will not be refunded and will not receive a replacement order. You (the customer) are liable for any customs charges/import fees and we are unable to refund your order.