Alcohol and Age-Restricted Products

Chandra Stores, chandrastores.co.uk

Last updated: 8 October 2026

This policy explains how we sell and deliver alcohol and other age-restricted products, and what you need to do to receive them. It forms part of our Terms and Conditions of Sale.

1. Our licence

1.1 Alcohol sold through chandrastores.co.uk is sold by NEW CHANDRA STORES LIMITED under a premises licence granted under the Licensing Act 2003.

Licensed premises: 32 Woodford Avenue, Ilford IG2 6XQ

Licensing authority: the London Borough of Redbridge

Premises licence number: L00363

Designated Premises Supervisor: named on the premises licence, which is displayed at our shop and is available from the London Borough of Redbridge

1.2 Under section 190 of the Licensing Act 2003, a sale of alcohol takes place where the alcohol is appropriated to the contract. For an order placed on our website, the sale takes place at the licensed premises named above, where your order is picked and set aside for you.

1.3 Every sale of alcohol is made or authorised by a personal licence holder.

1.4 Alcohol may only be sold and delivered during the hours permitted by our licence, which are from 6am until 3am the following morning, every day of the week. Delivery windows outside those hours are not offered for orders containing alcohol.

2. You must be 18 or over

2.1 You must be 18 or over to buy alcohol from us.

2.2 It is a criminal offence for a person under 18 to buy or attempt to buy alcohol.

2.3 It is a criminal offence to buy or attempt to buy alcohol on behalf of a person under 18. This is known as proxy purchasing.

2.4 We will report attempted underage or proxy purchases to the police where appropriate, and we may close the account concerned.

3. Age verification when you order

3.1 You must confirm at checkout that you are 18 or over before an order containing alcohol can be placed.

3.2 We may carry out an electronic age verification check using the details you provide. Where that check does not confirm your age, we may ask for further information or decline the order.

3.3 We may refuse any order for alcohol, and we will refund you in full where we do so.

4. Challenge 25 at the door

4.1 We operate Challenge 25. If the person receiving the delivery appears to be under 25, our driver will ask for proof of age.

4.2 We accept the following forms of identification:

a passport;
a UK photocard driving licence, full or provisional;
a proof of age card carrying the PASS hologram;
a UK biometric residence permit or immigration document; or
a national identity card issued by an EEA state, carrying a photograph and date of birth.

4.3 Photographs of identification, photocopies, and identification belonging to another person are not accepted.

4.4 The person receiving the delivery does not have to be the person who placed the order, but they must be 18 or over and must satisfy our driver of that where they appear to be under 25.

5. When we will refuse to hand over alcohol

5.1 Our driver will not hand over alcohol where:

valid identification is requested and cannot be produced;
the person receiving the delivery appears to be under 18;
we reasonably believe the alcohol is being bought for, or passed to, a person under 18;
the person receiving the delivery appears to be drunk; or
no person aged 18 or over is present to receive it.

5.2 Our drivers are trained to make these decisions, and their decision is final. Please do not ask a driver to make an exception, as they would be committing a criminal offence.

5.3 We keep a record of refused sales, as our licence requires.

6. Alcohol is never left unattended

6.1 Alcohol will not be left in a safe place, in a porch, in an outbuilding, with a neighbour, or in any other unattended location, whatever delivery instructions are on the order.

6.2 Alcohol must be handed to a person aged 18 or over at the delivery address.

7. What happens if we cannot deliver the alcohol

7.1 Where we cannot hand over alcohol for a reason set out in clause 5, the alcohol is returned to the store.

7.2 We will refund the price of the alcohol. We do not refund the delivery charge, because the delivery was attempted.

7.3 The rest of your order, if it contains no other restricted items, will be delivered as normal.

8. Returning alcohol

8.1 Alcohol is not excluded from the 14-day right to change your mind. Unopened, sealed alcohol may be returned under our Returns, Refunds and Cancellations Policy in the normal way.

8.2 Where alcohol is faulty, for example because a bottle is damaged or the contents are spoiled, your rights under the Consumer Rights Act 2015 apply in full.

8.3 Alcohol cannot be returned once it has been opened.

9. Responsible retailing

9.1 We will not sell alcohol to a person who appears to be drunk, and we will not sell alcohol to a person who appears to be buying it for someone who is drunk.

9.2 We support the advice of the UK Chief Medical Officers that, to keep health risks from alcohol to a low level, adults should not regularly drink more than 14 units a week, spread over three or more days.

9.3 Free, confidential advice about alcohol is available from Drinkaware at drinkaware.co.uk and from the national alcohol helpline Drinkline on 0300 123 1110.

10. Other age-restricted products

10.1 Where we list other products that are subject to a minimum age, the same approach applies. You must confirm your age at checkout, our driver applies Challenge 25 at the door, and the product will not be left unattended.

10.2 The age-restricted products we currently sell online are:

Product category	Minimum age
Alcoholic drinks	18

10.3 We do not sell tobacco products, vaping products or nicotine products through our website.

11. Staff training

11.1 All staff involved in taking, picking or delivering orders containing alcohol are trained on age verification, Challenge 25, refusal of sale, proxy purchasing and record keeping before they work unsupervised, and their training is refreshed at least every 12 months.

11.2 Training records are kept at the licensed premises and are available to the licensing authority and the police on request.

12. Questions and complaints

12.1 If you have a question about this policy, or wish to raise a concern about a refused sale, contact us through chandrastores.co.uk/pages/contact.

12.2 Our Complaints and Dispute Resolution Policy sets out how we handle complaints.

13. Changes to this policy

13.1 We may update this policy from time to time. The current version, with the date it was last updated, is published on this page.

NEW CHANDRA STORES LIMITED trading as Chandra Stores

Registered in England and Wales, company number 12223357

Registered office: 32 Woodford Avenue, Ilford, England, IG2 6XQ

VAT registration number: GB 332941018

Email: support@chandrastores.co.uk. Telephone: 07506 334497