Allergen and Food Information

Chandra Stores, chandrastores.co.uk

Last updated: 8 October 2026

This policy explains how we provide ingredient, allergen and other food information when you buy from us online, and what to do if you have a food allergy or intolerance.

If you have a question about a specific product, please contact us through chandrastores.co.uk/pages/contact before you order.

1. Our commitment

1.1 We sell food at a distance. The law requires us to make the mandatory food information available to you before you complete your purchase, and to supply it again with the goods when they are delivered. We do both.

1.2 We provide this information free of charge. You never have to pay, register or make a request to see allergen information.

2. Information we publish before you buy

2.1 For every prepacked food product listed on our website we publish:

• the name of the food;
• the full list of ingredients, with the allergens shown in bold within the ingredients list;
• the quantity of certain ingredients, where required;
• the net quantity;
• storage conditions and conditions of use;
• instructions for use, where needed;
• the name and address of the food business operator, or of the importer where the product is imported into Great Britain;
• the country of origin or place of provenance, where required;
• the nutrition declaration; and
• the alcoholic strength by volume, for drinks over 1.2% ABV.

2.2 This information appears on the product page itself. Where it is not on the product page, it is no more than one click away and is clearly signposted from it.

2.3 The date of minimum durability, being the "use by" or "best before" date, is the one item we do not publish before purchase, because it varies between batches. It is always supplied with the goods at delivery.

3. Information supplied at delivery

3.1 All mandatory food information, including the "use by" or "best before" date, is supplied with your order at delivery, on the product label itself.

3.2 Where we pack a product ourselves, such as a loose item weighed out in store, a repacked spice, an in-house sweet or a made-up hamper, we label it with the name of the food and a full ingredients list with the allergens emphasised, so that you have the same information as you would on a manufacturer's pack.

4. The product label is definitive

4.1 The information on the physical label supplied with the product is the definitive source of ingredient, allergen, storage and durability information.

4.2 Manufacturers change recipes, ingredients, suppliers and packaging, and do not always notify retailers before a change reaches the shelf. We update our product pages as soon as we are made aware of a change, but there may be a short period in which a new pack differs from the information shown online.

4.3 Always read the label before opening or consuming any product, even if you have bought it from us before.

4.4 If the label differs from the information on our website, do not consume the product. Contact us and we will refund or replace it, and we will correct the website.

5. The 14 allergens

5.1 UK law requires the following allergens to be declared where they are used as an ingredient:

5.2 Allergens that occur frequently in South Asian food include sesame, mustard, nuts, milk, sulphites and gluten. Asafoetida, sold as hing, commonly contains wheat flour as a bulking agent. Always check the ingredients list.

6. Cross-contamination and "may contain" labelling

6.1 Where a manufacturer states that a product may contain an allergen because of an unavoidable risk of cross-contamination in production, we reproduce that statement on the product page and it appears on the label.

6.2 We name the specific allergen in any such statement, and we do not use a general warning.

6.3 We do not apply a blanket statement that all our products may contain traces of all allergens. A precautionary statement is only meaningful where there is a genuine risk that cannot be controlled, and a general disclaimer would make it harder, not easier, for you to shop safely.

6.4 Where we weigh out, repack or handle loose products ourselves, we apply cleaning and separation procedures between products. Where a genuine cross-contamination risk remains for a particular line, the product page and the label say so and name the allergen.

7. Vegetarian, vegan and dietary claims

7.1 Where a product is described as vegetarian or vegan, that description reflects the manufacturer's own claim.

7.2 A vegan claim is not a claim that a product is free from milk or egg allergens. Where there is a cross-contamination risk, the precautionary statement applies alongside the vegan claim, and both appear on the product page.

7.3 Where a product is described as gluten free, or as containing no gluten-containing ingredients, that description reflects the manufacturer's claim and its basis.

7.4 Descriptions such as halal, kosher or Jain reflect the certification or claim made by the manufacturer. We do not certify products ourselves.

8. If you have a food allergy or intolerance

8.1 Please read the ingredients list on the product page before ordering, and read the label before opening the product.

8.2 If you need clarification about a product, contact us through chandrastores.co.uk/pages/contact before you order. We will check the current pack and tell you what it says. We would rather answer a question than have you take a risk.

8.3 We are not able to guarantee that any product is free from a particular allergen beyond what the manufacturer states on the label.

8.4 If you have any doubt about whether a product is safe for you, do not consume it.

9. Substitutions

9.1 We do not substitute a different product for the one you ordered. If we cannot supply an item, we will tell you and refund it, so you will never receive a product with different allergens from the one you chose.

10. Health and nutrition claims

10.1 We only use nutrition and health claims that are authorised for use in Great Britain.

10.2 We do not describe any food, supplement or ayurvedic product as preventing, treating or curing a disease or medical condition. A product presented in that way would be a medicine and would require authorisation.

10.3 Where a product carries claims on its own packaging that we consider unlawful in Great Britain, we do not list it.

11. Food safety, registration and traceability

11.1 We are registered as a food business with the London Borough of Redbridge, and our premises are inspected by its environmental health service.

11.2 Our food hygiene rating is 5 (very good), awarded by the London Borough of Redbridge following an inspection on 22 December 2025, and can be checked at ratings.food.gov.uk.

11.3 We keep traceability records identifying the supplier of each product we sell and the batches we have received, so that a product can be traced and withdrawn quickly if necessary.

12. Product recalls

12.1 If a product we have supplied is found to be unsafe or to contain an undeclared allergen, we will withdraw or recall it, notify the Food Standards Agency and the London Borough of Redbridge, publish a notice on our website, and contact affected customers directly using the details on their order.

12.2 A recall notice will identify the product, brand, pack size and batch codes affected, explain the risk, and tell you what to do. Do not consume a product covered by a recall notice. Contact us and we will refund you in full, whenever you bring it to our attention and without any deduction. You do not need a receipt, and you do not need to return the product unless the notice asks you to, in which case we will pay the cost.

13. Reporting a problem

13.1 If you believe a product you have received is mislabelled, contains an undeclared allergen, or has caused a reaction, contact us immediately through chandrastores.co.uk/pages/contact or by telephone on 07506 334497.

13.2 Please keep the product and its packaging where it is safe to do so, as this helps us trace the batch and notify the manufacturer and the authorities.

13.3 If you are having an allergic reaction, seek medical help first. Call 999 if the reaction is severe.

14. Changes to this policy

14.1 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

Contact us: chandrastores.co.uk/pages/contact

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