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Delivery 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.
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: £3.49 up to 2 kg and arrives within (2-4 working days tracked service). via Royal Mail.
£6.29 over 2kg to 5 kg and arrives within (2-4 working day tracked service). via Royal Mail, UPS, or FedEx.
£7.99 over 5kg to 10 kg and arrives within 3-4 working days via ROYAL MAIL, UPS, or FedEx.
UPS/ FedEx £9.99 10kg - 15kg and arrives within 3-4 working days via DPD.
FREE 2-5 working day delivery on all orders over £100 and ChilliCULT subscription orders (not including Northern Ireland and remote locations orders).
Free delivery if your order is over £100.00 is valid only on orders to UK MAINLAND ADDRESSES. The following locations are classed as remote by our couriers and therefore are classed as UK Highlands and Islands, or Remote Highlands and Islands. These postcode areas do not qualify for free shipping: All HS (Western Isles), IV41-IV51, IV55-56 (Skye), KA27 (Arran), KA28 (Millport), KW15-KW17 (Orkney), PA41 (Gigha), PA42-PA49 (Islay), PA60 (Jura), PA61 (Colonsay), PA62-PA76 (Mull), PA77 (Tiree), PA78 (Coll), PH41 (Muck), PH42 (Eigg), PH43 (Rum), PH44 (Canna), All ZE (Shetlands). These postcode areas also do not qualify for free shipping and only allow for delivery by courier AB10-AB36, AB39-AB-39, DD1-DD99, EH1-EH55, FK1-FK18, G1-G99, KA1-KA26, KA29-KA30, KY1-KY99, ML1-ML99, PA1-PA19, PH1-PH14, AB37-AB38, AB41-AB56, FK-19-FK21, IV1-IV40, IV52-IV54, IV63-IV63, KW1-KW14, PA21-PA40, PH15-PH41, PH-49-PH-50, HS1-HS99, IV41-IV51, IV55-IV56, KA27-KA28, KW15-KW-17, PA20-PA20, PA41-PA78, PH-42-PH44, ZE1-ZE99, BT1-BT17, BT18-BT94, PO30-PO-31, IM1-IM99.
IMPORTANT: There is no FREE delivery on MR NAGA as our prices are the lowest on the market.
Packaging
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 sent to us.
Returns
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 cannot offer refunds after 14 days. The items must then be returned in their original condition and packaging within 14 days to receive a refund. We will charge for the postage as we are already operating on a very low-profit margin. Ensuring the safe return of the package and postage cost will be the responsibility of you, the customer. The title is retained with Chilicult International Ltd until payment in full is received, and until you, the customer take 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. If this needs to happen, we will always attempt to contact you first. If the customer decides not to accept the delivery, we will deduct the delivery charges as we get charged for the parcel postage and the return of the parcel. Those charges will be deducted before refunds.
In the
International Returns
We have stopped sending most of the EU. We still send them to France and Germany. Very occasionally, there have been customs issues since Brexit. Clients have a responsibility to check customers' duties or courier service terms. We will be happy to refund the product refunds bot, not the postage. Please make sure to check with local authorities before you buy.