Delivery

Chandra Stores, chandrastores.co.uk

Last updated: 8 October 2026

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.

Delivery at a glance

Standard delivery for a basket over 20kg costs £5.49 plus £0.49 for each kilogram above 20kg, up to 50kg, whatever the order value. Baskets over 50kg cannot be ordered online; please contact us.

We do not deliver to Scotland, Northern Ireland, the Isle of Wight, the Isles of Scilly, the Isle of Man or the Channel Islands. Orders containing alcohol are delivered within our local delivery area only. Fresh, chilled and frozen products are delivered to every area we serve. If your address is within our local delivery area, please choose Local delivery at checkout. Standard delivery costs more and is intended for addresses outside our local delivery area; if you choose it, your order will be sent by Standard delivery. To see the options, charges and delivery day for your address, enter your postcode and basket value on our delivery page.

1. Where we deliver

1.1 We deliver to addresses in England and Wales. We do not deliver to Scotland, Northern Ireland, the Isle of Wight, the Isles of Scilly, the Isle of Man, the Channel Islands or any address outside the United Kingdom. If an order is placed for delivery to an address we do not serve, we will contact you and cancel it with a full refund.

1.2 Local delivery area: our own team delivers to addresses within 5 miles of our shop at 32 Woodford Avenue, Ilford IG2 6XQ, measured in a straight line from the shop to the centre of your postcode. This includes Ilford, Gants Hill, Barkingside, Redbridge, Wanstead, Woodford, Leytonstone, Walthamstow and Chadwell Heath.

1.3 Outside our local delivery area we send orders with our courier partners, booked through Shopify Shipping.

1.4 Enter your postcode and basket value on our delivery page to see every delivery option available to you, with its charge and expected delivery day. You can also enter your postcode at the top of any page or in your basket. If we cannot deliver to your postcode, the website will tell you before you place your order.

1.5 Any order containing alcohol is delivered by our own team within our local delivery area only. Such an order cannot be placed for a postcode outside our local delivery area, and it is never sent by courier. Fresh, chilled and frozen products may be delivered to any address within our delivery areas.

2. Delivery options and charges

2.1 You choose your delivery option at checkout. The options and charges available to you depend on your postcode and the value of your order, and are summarised in the table at the top of this policy.

2.2 Standard delivery to any address in England and Wales outside our local delivery area costs £5.49 for orders under £30, £3.99 for orders of £30 or more, and is free for orders over £50. It usually takes 2 to 3 working days after dispatch and is tracked. These charges, and free delivery, apply to baskets weighing up to 20kg; heavier baskets are charged as set out in clause 2.10.

2.3 Local delivery is available within our local delivery area only, seven days a week, including Saturdays, Sundays and bank holidays. It costs £3.99 and is free for orders over £25. Orders placed before 2pm are delivered by our own team the same day, and orders placed after 2pm are delivered the next day. No separate or additional charge applies at weekends.

2.4 If your address is within our local delivery area, you should choose Local delivery at checkout. Standard delivery costs more and is intended for addresses outside our local delivery area. If you choose Standard delivery for a local address, the Standard delivery charge applies and the delivery times in clause 2.2 apply.

2.5 A working day is Monday to Friday, excluding bank holidays in England. Working days are used to estimate Standard delivery times only; Local delivery operates every day.

2.6 The order value used to work out your delivery charge is the total price of the products in your basket after any discounts, including VAT. Where a promotion changes a charge or a threshold, the promotional terms are displayed on the website. There is no minimum order value for delivery.

2.7 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, and you will always see it before you pay.

2.8 Click and collect: instead of delivery, you may collect your order from our shop by choosing Pick up at checkout. Collection is free of charge, is available for every product we sell, including fresh, chilled, frozen and alcohol, and the shop address is shown at checkout. Orders are usually ready to collect within 4 hours.

2.9 We will notify you by email when your order is ready to collect. Please bring your order confirmation email when you collect. Where your order contains alcohol or any other age-restricted product, we may ask for proof of age before handing it over, as our premises licence requires. The products are your responsibility, and risk passes to you, when you or a person you have nominated collects them. Orders may be collected at any time of day. We will hold your order for 24 hours from the time we notify you that it is ready. If you are unable to collect it within that time, please contact us at support@chandrastores.co.uk.

2.10 Heavy baskets: where the total weight of your basket is more than 20kg, Standard delivery costs £5.49 plus £0.49 for each kilogram, or part of a kilogram, above 20kg, whatever the value of your order. For example, a basket of 25kg costs £7.94 to deliver and a basket of 50kg costs £20.19. Free Standard delivery does not apply to these baskets. The weight used is the shipping weight of the products shown at checkout, and the charge is always displayed before you pay. Local delivery charges are not affected by weight.

2.11 A basket weighing more than 50kg cannot be ordered online. Please contact us at support@chandrastores.co.uk and we will arrange delivery with you.

3. Delivery times

3.1 The delivery times above are estimates. We confirm your order by email, and we email you again when your order is dispatched or is out for delivery.

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

3.3 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.

3.4 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.

3.5 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.

4. Same-day delivery in our local delivery area

4.1 Orders for Local delivery placed before 2pm on any day of the week are delivered by our own team later that day. Orders placed after 2pm are delivered by our own team the next day, including where that day is a Saturday, a Sunday or a bank holiday.

4.2 Our driver may telephone you on the number you give at checkout to confirm a time or to find your address, so please make sure it is correct.

5. Courier delivery

5.1 Orders outside our local delivery area are packed at our shop and handed to one of our courier partners. Delivery times are counted from dispatch.

5.2 We email you when your order is dispatched, with tracking details from the courier.

5.3 Fresh, chilled and frozen products may be sent by courier. Chilled and frozen products are sent in insulated packaging.

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 Fresh and chilled products are delivered to any address within our delivery areas. Chilled and frozen products are sent in insulated packaging appropriate to the length of the journey.

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 32 Woodford Avenue, Ilford IG2 6XQ, issued by the London Borough of Redbridge, premises licence number L00363.

9.2 Alcohol can only be delivered during the hours permitted by our licence, which are from 6am until 3am the following morning, every day of the week. 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. Damaged, incorrect or missing orders

10.1 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.

10.2 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.

10.3 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.

11. Changes to this policy

11.1 We may update this policy from time to time. The current version, with the date it was last updated, is published on this page. 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 registration number: GB 332941018

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

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