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We aim to ship all orders within one working day of receiving cleared payment, but please be advised this may be unachievable during busy times and public holidays.
Our standard shipping service is Economy Class, where customers should expect to receive items within 3-4 working days. We do also offer items shipped via a Premium Tracked Courier Service, where we can guarantee next day delivery subject to customer requirements.
For International orders, all shipments are automatically sent via a tracked, signed-for service, and customers should expect to receive items within 7-14 days.
Please note that any International Import duties or Customs Charges are not included in the item price or shipping cost. These charges are the buyer's responsibility. Please check with your country's customs office to determine what these additional costs will be prior to purchasing items.
If a delivery is rejected for any reason, including a Customs related issue, we will not pay for the goods to be returned to us and in most cases, the order will be destroyed by the courier. This would be considered as a fulfilled order, with a successful delivery having taken place.
For any reason if you need to change any details after you have submitted an order please contact us at: email@example.com – where we will endeavour to amend your order before items are shipped out. Please be advised, customers who do not receive a confirmed change of details email will unfortunately receive their original order.
We use a 3rd party fulfilment centre to pick, pack and dispatch a large proportion of our orders. As they process our orders on their systems, a quote for the shipping charges is generated, based upon the weight and destination of your order. The value of these quotes can differ greatly, which means that sometimes we pay more than what a customer has paid us to get their order dispatched, sometimes less.
If the difference between these costs is minimul, then we would just absorb this cost and proceed with the dispatch of the order. However, there are instances where the difference between what has been paid by the customer and what we are being quoted is significantly higher, at which point we would contact the customer to request their confirmation of how to proceed with their order.
We comply in accordance with EU law which governs the sale of goods at a distance for consumers within the EU. If you wish to cancel an order because you have changed your mind, you must inform us in writing at firstname.lastname@example.org quoting your order number no later than 14 days of having received your item(s). We will then advise you where and how to return your item(s). After written approval, customers have 14 days to return their items back to us. Returns received after this period unfortunately cannot be processed. You will be responsible for the cost of returning the item to us and we will only offer a refund as long as the item is sent back in a sellable condition. We suggest you use a tracked method of delivery and package your item well, as you will be responsible for your item until it is delivered to us.
If you are returning your item because it is defective you must inform us in writing at email@example.com within 30 days of the item being despatched to you. We will then advise you how to return your item. Your statutory rights are not affected.
If you are returning the item from outside the EU or because the item has been returned by the carrier we will deduct postage charges, all in and outbound handling charges and a £5 admin fee per order.
The vast majority of our customers receive their items within a couple of days with absolutely no problems. In the extremely unlikely situation where your item has not arrived in the expected timescales, we would be happy to hear from you. Buyers have 30 days from the date of payment to contact us if your item has not arrived.
If you have not received your item, please do not hesitate to get in touch. Royal Mail consider a parcel to be in transit until 15 working days have passed after the dispatch date. If you have not received your item within a few days, we ask customers to kindly check for any missed collection cards that may have been left by the courier. We also often find that postal services forget to leave collection cards altogether, so customers are not aware that a delivery attempt has been made. In this case, we advise that customers contact their local Postal Office to check for any items being held for collection. We are also seeing an increasing number of cases where postmen are leaving parcels on people's property without any notification. Therefore, we ask that you check around your property e.g. recycling bins, side of the house, other places under cover, etc. just to make sure.
If you have still not received your item after 15 working days have passed since dispatch, please feel free to contact us via firstname.lastname@example.org and we will get back to you as soon as possible.
We take undelivered items very seriously, and each circumstance is thoroughly investigated and ruled on a case by case basis. Please note that items not delivered as the result of an incorrect address having been input by the customer at the time of placing their order, will not be the responsibility of Sevenhills Wholefoods and you will not be entitled to a refund if your order does not make it to you.
If you believe that you have received your item(s) in a defective state, you must notify us within 30 days of dispatch, in writing, to email@example.com. You will need to provide us with the following details in order for us to fully investigate your claim:
After receiving these details and reviewing your case, we will then notify you of what next steps are to be taken.
Please also be aware that you must also retain the item, leaving it in the condition in which it was received. Disposal of an item prior to notification to us of a defect will not be accepted as we will require this evidence to support your claim.