Delivery & Returns

UK Deliveries

We offer four main delivery options plus the option to collect in-person from our Manchester shop.

Standard Delivery

Standard Delivery is a flat rate  and orders are normally shipped within 14-16 working days (Monday to Friday) and normally delivered the following working day (Monday to Friday).

Deliveries to Northern Ireland and remote areas may take an extra day or so.

Standard Delivery covers mainland UK and Northern Ireland but excludes the Scottish Highlands and Islands.

Scottish Highlands and islands

Delivery to the following postcodes are charged per box. The charge is £24.99 for the first box, and £9.99 for each subsequent box in the same order.

HS, IV41, IV42, IV43, IV44, IV45, IV46, IV47, IV48, IV49, IV50, IV51, IV55, IV56, KA27, KA28, KW15, KW16, KW17, PA20, PA41, PA42, PA43, PA44, PA45, PA46, PA47, PA48, PA49, PA60, PA61, PA62, PA63, PA64, PA65, PA66, PA67, PA68, PA69, PA70, PA71, PA72, PA73, PA74, PA75, PA77, PA78, PH42, PH43, PH44, ZE

European deliveries

Please note: The buyer is solely responsible for any import duty, import taxes or other incidental charges that may apply to their particular country or state.

We can now ship to the following countries.

Belgium, Channel Islands, Ireland, Luxembourg, Netherlands – £16.99 for first box, £7.99 for each subsequent box

France, Germany – £19.99 for first box, £8.99 for each subsequent box

Andorra, Gibraltar, Liechtenstein, Norway, Switzerland – £21.99 for the first box, £8.99 for each subsequent box

Austria, Denmark, Finland, Italy, Portugal, San Marino, Spain, Sweden – £23.99 for the first box, £8.99 for each subsequent box

Bulgaria, Czech Republic, Croatia, Estonia, Greece, Hungary, Lithuania, Poland, Romania, Slovakia, Slovenia – £24.99 for the first box, £9.99 for each subsequent box

Isle of Man – £23.99 for the first box, £9.99 for each subsequent box

Please note, a box can contain 6 or 12 SAUCES

How we ship

Packages are shipped via a courier or haulier depending on the size of the order. Larger orders may be delivered by pallet.

Pallet deliveries may take up to 14-16 days to arrive at your address from the point of shipping.

We send shipping notices by email. If you have provided us with a valid email address, you will receive a shipping notice after your goods have been collected from us by the courier or haulier.

If you have any questions about how your order will be delivered please CONTACT ON EMAIL ONLY

If you are based in the North West of England, you might visit www.sweetmandarin.com

Shipping times

Please note we only ship orders Monday to Friday. Your will receive an email telling you when your order has been despatched. Orders despatched from Monday to Friday will normally be delivered 14-16  days.

We pay our couriers for next-working day delivery but next-working day delivery is not guaranteed as delays may be incurred which are outside our control or the control of our couriers (such as road traffic accidents, customers not being in etc).

At busy times such as Christmas, shipping may be delayed. At times when despatch will take longer and we will endeavour to tell you as soon as possible if this is the case.

Larger orders may have to be sent on a pallet. Delivery for pallet orders is normally and extra 2-3 days from the date of despatch. The driver will help you unpack the order and remove the pallet and any waste.

Please do not order unless there will be someone available to sign for the delivery or you opt for your order to be left in a safe place. High-value orders will not be left without a signature.

If you have not received your goods within 48 hours of receiving a shipping notice please EMAIL US

Bank holidays

We do not ship goods or deliver goods on Bank Holidays

Courier deliveries

Deliveries take place Monday to Friday as standard.. Delivery hours will normally be any time between 8am to 4pm. During busy periods such as Christmas, drivers may deliver outside of these hours.

Please do not book a delivery unless somebody will be in to accept it during the hours stated above or you have opted to have the goods left somewhere safe.

‘Leave safe’ instructions

Our couriers require a signature when they deliver a parcel. If you ask for a parcel to be left without a signature (for instance, in your shed or outside your front door), you agree to accept liability for any loss should the parcel(s) go missing after it is left.

If you are out when the parcel is delivered, you will be left a card with contact details of our couriers. You need to call them to arrange a new delivery slot or arrange to collect from your local depot.

If you do not arrange this within 5 days of the card, your order will be automatically returned to us and a new delivery will have to be booked and paid for.

Please be aware you can not change the delivery address (ie from home to work) after a delivery job is booked without incurring a new delivery charge.

Delayed delivery

At peak times or during adverse weather delivery may take a little longer. If your goods have not arrived within 48 hours of receiving a shipping notice, please let us know.

Courier offices are closed at weekends so we may be unable to rectify non-delivery of goods reported to us after 2pm on Friday until the following Monday.

Telephone Ordering

We do not process orders via the telephone only through our online shop.

Pre-order option

When goods are temporarily out of stock you may place a pre-order to secure shipping of the product as soon as possible after it arrives in our depot.

Please note – when you place a pre-order, all the goods ordered will be shipped together once the out-of-stock item is available. Items which are in stock at the time the order is placed will not be shipped separately.

Payment for your order will normally be taken at the time the order is placed.

Breakages

Our priority is to get your products delivered to you as quickly and safely as possible. However, there is no way to be 100% sure that a package will survive the journey intact. We will replace or refund, whichever is the most practical, the cost of any items that arrive broken but you must inform the courier on receipt of the package. We cannot be responsible for any breakages reported after the courier has left your premises.

 

Our Returns Policy forms part of, and must be read in conjunction with, our Terms and Conditions of Sale. We reserve the right to change this Returns Policy at any time. This Returns Policy was last updated on 18/08/2014.

OUR RETURNS POLICY IS REALLY SIMPLE.

When you receive your item, you must check it as soon as possible following receipt and always before use.

Please ensure that a returns authorisation number is obtained before attempting to return any items to us

YOUR RIGHT TO CHANGE YOUR MIND

We’ve all done it, ordered something and then realised later that it is no longer needed.

You have 5 days to cancel your order under our 5 day return period policy, which starts on the day after you received the item.

It’s so simple, please follow the steps set out below (please see the section headed ‘What to do to return your item to us’)

All items must be returned unused and in the original packaging as they were in when received by you.

Please ensure that when you receive an item that you take reasonable care of it when trying it /inspecting it eg. please ensure that any security seals or tags are still intact.

WRONG ITEM RECEIVED

We apologise if you have received the wrong item by mistake. This is not common and we want to resolve this as quickly as possible for you.

To receive a refund or a replacement, you must return the item in the same condition you received it and within 14 days from the day on which you received the item.

DAMAGED OR FAULTY ITEMS

Please accept our apologies if you have received an item that is damaged or faulty. We understand how frustrating this can be and want to resolve this as quickly as possible for you.

If you believe that the item is faulty, please contact us. You will need to tell us exactly what the fault is and as soon as possible after discovering the fault and we will advise what to do next.

Our Returns Policy for faulty items upholds your statutory rights.

ITEM NOT RECEIVED

We apologise if you have not received your item. This is not common and we want to resolve this as quickly as possible for you.

To receive a refund or a replacement, you must inform us that you have not received your item within 7 days from the day on which you received an email from us confirming that the item had been despatched.

YOUR STATUTORY RIGHTS

Our Returns Policy does not affect your statutory rights.

WHAT TO DO TO RETURN YOUR ITEM TO US

  • Contact us through our contact us page or email.
  • You must inform our customer service team of your order number, the item you are returning and the reason for return. We will then provide you with a unique returns authorisation number and will confirm the address you need to return the item to
  • Please package the item securely and include inside the package your order number, name and address
  • Please obtain a proof of postage from the Post Office when you send your item to us. Proof of postage does not cost anything without it, however, we may not be able to process your refund or replacement in the rare event that your item is lost in transit
  • If you request a replacement and the product is no longer available, we will process the refund back to the original PayPal account used to purchase the item.

Any item you have accepted and then return is your responsibility until it reaches our warehouse. Please therefore ensure that you send your item back to us using a delivery service that insures you for the value of the goods.

WHAT WE’LL DO NEXT

All products returned to us are checked by our Returns Department.

If you are entitled to a refund then we will refund the price of your item (including the cost of delivery).

Returns are usually processed within 14 working days of receipt of a cancelled order, and at the latest within 30 days of receipt.

We will refund the PayPal account used to purchase the item.

RETURN OF REPLACEMENT GOODS

If an item you ordered was found to be faulty and we replaced it, you have the right to cancel your order in respect of the replacement product within 14 working days starting on the day after you received the replacement item and receive a refund.

COST OF RETURNING ITEMS

Please note that we can only refund the postage costs for returning an item where:

  • we sent you the wrong item, or
  • the item is damaged or faulty; or
  • where you are returning a substitute or replacement item which you do not want to keep.

We will not refund postage for items found to be in good working order. Costs of posting the item back to you will depend on the item and will be communicated to you after the testing process has been completed.

COMPLAINTS

If you are not satisfied with the way in which we have handled the return, replacement or repair of any item, we apologise. We want to resolve the matter. Please contact our customer service representatives on our contact us page or by post at Customer Service Department, SM Sauces, 21 Copperas Street, Manchester, M4 1HS UK.

Returns outside 14 days

We do not accept returns outside the 14-day returns period other than in exceptional circumstances. The cost of such returns will be the responsibility of the consumer. A 25% restocking fee may apply.

Delivery charges are not refundable beyond the 14-day returns period.