Delivery Policy

Chandra Stores, chandrastores.co.uk

Version 1.0. Last updated: [DATE OF PUBLICATION]

This Delivery Policy explains where we deliver, when we deliver, what we charge and how we handle chilled and frozen food. It forms part of our Terms and Conditions of Sale.

For any question about a delivery, please use our Contact Us page at chandrastores.co.uk/pages/contact and quote your order number.

1. Where we deliver

1.1 We deliver using our own drivers to selected postcodes around our store.

1.2 The postcodes we currently serve are:

[LIST OF DELIVERY POSTCODES]

1.3 Enter your postcode at checkout to see the delivery options and charges available to you. If your postcode is not served, the website will tell you before you add items to your basket.

1.4 We deliver within the United Kingdom only. We do not currently ship overseas.

1.5 We may restrict the delivery of particular products to certain locations where required for legal, safety, operational or licensing reasons.

2. Delivery options

2.1 Subject to your postcode and the contents of your order, we offer:

Option

When you order

When it arrives

Same-day delivery

Before [CUT-OFF TIME] on a delivery day

Same day, in the delivery window you choose

Next-day delivery

Before [CUT-OFF TIME]

The following delivery day, in the window you choose

Scheduled delivery

Any time

On a date and in a window you select, up to [X] days ahead

Click and collect

Any time

From [COLLECTION ADDRESS], from [LEAD TIME] after ordering

2.2 We deliver on [DELIVERY DAYS]. We do not deliver on [NON-DELIVERY DAYS].

2.3 The options available to you, and the applicable cut-off times and delivery windows, are shown at checkout before you pay.

3. Delivery charges

3.1 Delivery charges depend on your postcode, the delivery option you choose and the value of your basket. The exact charge for your order is shown at checkout before you are asked to pay.

3.2 Our current charges are:

Delivery option

Order value

Charge

Same-day delivery

Under £[X]

£[X]

Same-day delivery

£[X] and over

£[X]

Next-day or scheduled delivery

Under £[X]

£[X]

Next-day or scheduled delivery

£[X] and over

Free

Click and collect

Any

Free

3.3 Our free delivery threshold is £[X] on [WHICH OPTIONS]. Where a promotion changes the threshold, the promotional threshold and the conditions attached to it are displayed on the website.

3.4 There is a minimum order value of £[X] for delivery.

3.5 We do not add service fees, handling fees, packing fees, fuel surcharges, card fees or basket fees. The delivery charge shown at checkout is the only charge additional to the price of the products.

4. Delivery times

4.1 We give an estimated delivery date or delivery window at checkout, and we confirm it in your order confirmation.

4.2 Delivery estimates are not guaranteed unless we expressly state that a particular service is guaranteed.

4.3 Where we do not agree a specific date with you, we will deliver without undue delay and in any event within 30 days of the day the contract is made.

4.4 If something outside our reasonable control causes a delay, we will contact you as soon as we can with an updated time. If the delay is substantial you may cancel the order and receive a full refund.

4.5 If we miss an agreed delivery deadline and either we have refused to deliver, or you told us before the contract was made that delivery by that date was essential, or delivery by that date was essential in the circumstances, you may treat the contract as at an end immediately and we will refund you in full.

5. Same-day delivery

5.1 Where same-day delivery is offered, orders must be placed before the cut-off time shown at checkout.

5.2 Same-day delivery may be unavailable on certain days, during periods of exceptionally high demand, for particular postcodes, or where an order contains an item that requires special handling.

5.3 If same-day delivery becomes unavailable after you have placed your order, we will contact you, offer the available alternatives, and refund you in full if none of them suits you.

6. Receiving your order

6.1 Please make sure the delivery address and contact details you give at checkout are accurate and complete.

6.2 Please give us any relevant delivery instructions when you order, such as:

a safe place where a parcel may be left;
building, entryphone or access information;
parking or vehicle restrictions; and
reception or concierge arrangements.

6.3 If nobody is available when we attempt delivery, our driver will follow the instructions on your order. If no valid instructions apply, the driver will attempt to contact you, and we will contact you to rearrange.

6.4 Where an order contains chilled, frozen or short-life goods that cannot safely be left or redelivered, we will tell you and refund the affected items.

6.5 Where we make [TWO] unsuccessful delivery attempts and are unable to reach you, we will cancel the order and refund you. Where we have incurred a delivery cost for an attempted delivery that failed for a reason within your control, we may retain the delivery charge for that attempt. We do not apply a fixed penalty beyond our actual cost.

7. Risk and responsibility

7.1 The products are our responsibility until you, or a person you have nominated, takes physical possession of them.

7.2 Where you have asked us to leave an order in a safe place or with a neighbour, the products become your responsibility from the point they are left as you instructed.

7.3 We will not leave alcohol, or any other age-restricted product, in a safe place, with a neighbour or in any unattended location. It must be handed to a person aged 18 or over.

8. Chilled and frozen food

8.1 We pack chilled and frozen products in insulated packaging appropriate to the length of the route, and our vehicles are equipped to maintain temperature control for the duration of the delivery.

8.2 We plan routes so that chilled and frozen goods are delivered within a time and at a temperature that keeps them safe and fit for consumption.

8.3 Please refrigerate or freeze these products immediately on delivery, and follow the storage instructions on the packaging.

8.4 If a chilled item arrives warm, or a frozen item arrives defrosted, do not consume it. Contact us through our Contact Us page and we will refund or replace it. This is our responsibility and not yours.

9. Alcohol deliveries

9.1 Alcohol is sold under a premises licence held by NEW CHANDRA STORES LIMITED in respect of [LICENSED PREMISES ADDRESS], issued by [LICENSING AUTHORITY], premises licence number [LICENCE NUMBER].

9.2 Alcohol can only be delivered during the hours permitted by our licence, which are [PERMITTED HOURS]. Delivery windows that fall outside those hours will not be offered for orders containing alcohol.

9.3 Our driver will ask for approved photographic identification where the person receiving the delivery appears to be under 25, and will refuse the delivery of alcohol where identification cannot be produced, where the person appears to be under 18, where we reasonably believe the alcohol is for a person under 18, or where the person appears to be drunk.

9.4 Where alcohol is refused for one of these reasons, we will refund the price of the alcohol but not the delivery charge. The remainder of the order will be delivered as normal.

9.5 Our Alcohol and Age-Restricted Products Policy sets out the full detail.

10. Click and collect

10.1 Collection is available from [COLLECTION ADDRESS] during [COLLECTION HOURS].

10.2 We will tell you when your order is ready. Please bring your order confirmation and, where the order contains alcohol, photographic identification.

10.3 Please collect within [X] days. Where an order contains chilled, frozen or short-life goods and is not collected within the time we have told you, we may have to dispose of those items for food safety reasons, and we will contact you before doing so.

11. Damaged, incorrect or missing orders

11.1 If your order arrives damaged, incomplete or contains an incorrect item, contact us through chandrastores.co.uk/pages/contact with your order number, a description of the problem and, where possible, photographs.

11.2 For fresh, chilled and frozen items we ask you to contact us within 24 hours of delivery where you reasonably can, and for missing items or a missing delivery within 7 days where you reasonably can, so that we can investigate while the evidence remains available. These timings do not remove or limit your legal rights.

11.3 We will investigate and, where appropriate, provide a replacement, a refund or another suitable remedy. Our Returns, Refunds and Cancellations Policy sets out your rights in full.

12. Changes to this policy

12.1 We may update this policy from time to time. The current version, with its version number and date, is published on this page. The delivery terms applying to your order are those in force at the time you placed it.

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 number: [VAT NUMBER]

Email: [CUSTOMER SERVICE EMAIL]. Telephone: [PHONE NUMBER]