Shipments and returns
Your pack shipment
Packages are generally dispatched within the next day after receipt of payment and are shipped via royal mail with proof of postage and drop-off without signature. If you prefer delivery by UPS Extra with the required signature, an additional cost will be applied, so please contact us before choosing this method.
COVID-19 UPDATE We’re working hard to keep up with the exceptionally high demand for online orders. We apologize if our service isn’t quite up to our usual standards and are grateful for your patience. You will receive your order within an estimated 5 working days.
Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to the total weight of the shipment. We advise you to group your items in one order. We cannot group two distinct orders placed separately, and shipping fees will apply to each of them. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.
Boxes are amply sized and your items are well-protected.
Standard Delivery: £2.95 up to 2 kg and arrives within 2-3 working days via Royal Mail.
£5 2 kg - 5 kg and arrives within a 3-4 working day via UPS or DPD.
£6.50 5 kg -10 kg and arrives within a 3-4 working day via UPS or DPD.
£8.00 10kg - 15kg and arrives within 3-4 working days via DPD.
FREE 2-5 working day delivery on all orders over £70 and ChilliCULT subscription orders (not including Northern Ireland orders).
We use thick-walled cardboard boxes and paper padding for most orders - we try to avoid plastic wherever possible but will sometimes reuse bubble wrap and biodegradable chips from goods that have been sent to us.
Very occasionally, an order may arrive damaged due to courier mishandling. We prefer to offer credit on these very rare occasions rather than use wasteful packaging on every delivery. If your delivery arrives damaged, please send us a photo of the package and broken contents, and we will arrange a credit or, if practical, a replacement. If you have changed your mind about your order, please contact us ASAP via email or telephone within 14 working days. We regret that due to the nature of our products (designed to be consumed fresh), we are unable to offer refunds after 14 days. The items must be then be returned in their original condition and packaging within 14 days to receive a refund. Ensuring the safe return of the package and postage cost will be the responsibility of you, the customer. The title is retained with Matza Enterprises Ltd until payment in full is received, and until you, the customer takes the final delivery of the goods. We make every effort to supply goods as shown on our website, however, occasionally we do have to substitute products for an alternative of equal or greater value, where a valid substitute is available. In the event this needs to happen, we will always attempt to contact you first.