Information



Making a Purchase
Making a purchase could not be easier. Just browse our Menu, and click on any items that you wish to buy and put them into the shopping cart. After you have finished your selection, click on the Checkout Button and you will be asked for a few details that we need to complete your order.

Shop Information
We accept Visa, Mastercard, Eurocard, Delate, Solo and Maestro. You may send your credit card information over the Internet, by phoning us or alternatively you may choose to send payment by cheque.

Shopping Vouchers
When you shop with SANZA you will be entitled to loyalty vouchers worth 5% of your shopping total. When customers shop as a member the vouchers are automatically generated and attributed to your account directly after payment.

Please note there are a small number of items (e.g. Ticket Sales and Delivery Costs) that do not generate vouchers. All food and drink items DO.

Vouchers are only redeemable against the value of the shop only and not Delivery costs. You must be logged in as a member when you do your shopping to receive your vouchers.

Delivery Price Structure
To work out the weight of an order, we add 100 grams for the minimum box size and increase the actual weight of the goods by 20% to allow for the weight of additional packaging.

A) Royal Mail - Parcels < 2kg

To make smaller orders more affordable we use Royal Mail for lighter packages, and simply pass this charge on at cost.

Delivery ZoneBasic RateXtra Weight CostsTime FrameDelivery Type
UK 1st Class2.930.0216 per 10g over 1000g1-4 DaysRoyal Mail
Europe 1.310.0525 per 10g over 1g3-5 DaysRoyal Mail
Rest of World1.260.0798 per 10g over 1g5-10 DaysRoyal Mail

Unfortunately we no longer offer Royal Mail 2nd class service as we found unacceptable delays with this option.

B) Next Courier Service - Over 2kgs / Glass and Gift Wrapped items

Please read the Delivery Info section below for delivery times and procedures.

Orders containing glass, fragile items or a giftwrapping service are automatically and compulsorily placed with this courier service.

Delivery ZoneBasic RateXtra Weight CostsTime FrameCourier
UK Mainland6.480.00 per kg over 20kgNext Working DayAPC
UK - Channel Islands19.3519.35 per 20kg over 20kg2 DaysAPC
UK - Isle of Wight17.700.45 per kg over 20kgNext DayAPC
UK - Isles of Scilly6.480.27 per kg over 20kg2 DaysAPC
UK - Northern Ireland19.140.37 per kg over 20kg2 - 5 DaysAPC
UK - Scottish Highlands19.690.27 per kg over 20kg2 DaysAPC
UK - Scottish Islands19.690.27 per kg over 20kg2 - 5 DaysAPC
Austria25.8025.80 per 20kg over 20kg5 DaysAPC
Belgium19.3519.35 per 20kg over 20kg4 DaysAPC
Bulgaria32.9032.90 per 20kg over 20kg7 DaysAPC
Croatia32.9032.90 per 20kg over 20kg7 DaysAPC
Czech Republic32.9032.90 per 20kg over 20kg7 DaysAPC
Denmark28.3828.38 per 20kg over 20kg5 DaysAPC
Estonia32.9032.90 per 20kg over 20kg8 DaysAPC
Finland28.3828.38 per 20kg over 20kg7 - 8 DaysAPC
France22.5822.58 per 20kg over 20kg4 - 5 DaysAPC
Germany22.5822.58 per 20kg over 20kg4 - 5 DaysAPC
Greece32.9032.90 per 20kg over 20kg7 - 8 DaysAPC
Hungary32.9032.90 per 20kg over 20kg7 DaysAPC
Ireland (Republic of)19.3519.35 per 20kg over 20kg4 DaysAPC
Italy25.8025.80 per 20kg over 20kg6 - 7 DaysAPC
Latvia32.9032.90 per 20kg over 20kg7 DaysAPC
Lithunia32.9032.90 per 20kg over 20kg8 DaysAPC
Luxembourg19.3519.35 per 20kg over 20kg4 DaysAPC
Netherlands19.3519.35 per 20kg over 20kg4 DaysAPC
Norway32.9032.90 per 20kg over 20kg7 DaysAPC
Poland32.9032.90 per 20kg over 20kg7 DaysAPC
Portugal25.8025.80 per 20kg over 20kg6 DaysAPC
Slovakia32.9032.90 per 20kg over 20kg7 DaysAPC
Slovenia32.9032.90 per 20kg over 20kg7 DaysAPC
Spain25.8025.80 per 20kg over 20kg5 - 6 DaysAPC
Sweden28.3828.38 per 20kg over 20kg6 - 7 DaysAPC
Switzerland32.9032.90 per 20kg over 20kg5 DaysAPC

Customers should ensure they select the correct delivery zone when placing orders. SANZA reserve the right to charge the correct amount should customers select the incorrect delivery zone.

International Delivery
International deliveries may be subject to intervention by local customs authorities in destination countries which may incur duties and cause delays. Any import duties imposed are the customers responsibility for payment.

Unfortunately our couier company prohibit us from sending alcohol products to any Air Freight destinations e.g. USA. Due to the awkward nature of Swiss authorites our courier will also not permit any alcohol to be sent to this destination.

UK Postal Zones
UK Mainland, Isle of Man/Wight/Scily, Scottish Isles, Channel Islands and Northern Island

Europe Postal Zones
Albania, Andorra, Armenia, Austria (EU), Azerbaijan, Azores (EU), Balearic Islands (EU), Belarus, Belgium (EU), Bosnia Herzegovina, Bulgaria (EU), Canary Islands, Corsica (EU), Croatia, Cyprus (EU), Czech Republic (EU), Denmark (EU), Estonia (EU), Faroe Islands, Finland (EU), France (EU), Georgia, Germany (EU), Gibraltar (EU), Greece (EU), Greenland, Hungary (EU), Iceland, Irish Republic (EU), Italy (EU), Kazakhstan, Kosovo, Kyrgyzstan, Latvia (EU), Liechtenstein, Lithuania (EU), Luxembourg (EU), Macedonia, Madeira (EU), Malta (EU), Moldova, Monaco (EU), Montenegro, Netherlands, Norway, Poland (EU), Portugal (EU), Romania (EU), Russia, San Marino, Serbia, Slovakia (EU), Slovenia (EU), Spain (EU), Sweden (EU), Switzerland, Tajikistan, Turkey, Turkmenistan, Ukraine, Uzbekistan, Vatican City State

Rest of the World
Australia, New Zealand and Canada

Countries we are unable to post to
Unfortunately due to too many parcels not reaching customers we have had to remove some Rest of World destinations from our list.

Scottish Highlands and Islands Post Codes
Regrettably our courier charges quite a bit extra for services to some parts of the Scottish Highlands and Scottish Islands. As with all our delivery charges these are passed on at cost.

For delivery costs purposes the following post codes are classified as Scottish Highlands

AB37 - 38 and 41 - 45 and 52 - 56
FK19 - 21
IV1 - 28 and 30 - 37 and 40 and 54 and 63
KW1 - 3 and 5 - 14
PA21 - 40
PH 15 - 26 and 30 - 41 and 49 and 50

For delivery costs purposes the following post codes are classified as Scottish Islands

HS1 - 9
IV41 - 49 and 51 - 53 and 55 - 56
KA27 - 28
KW15 - 17
PA20 and 40 - 49 and 60 - 78
PH42 - 44
ZE1 - 3

Service Restrictions
The following postcodes have service restrictions on them, and they will be delivered between 2 - 5 days

AB10 - 56
BT18 - 94
DD6 - 11
DG1 - 16
DN21 - 22
DT1 - 11
FK8 - 21
GY1 - 9
ZE1 - 3
LL35 - 78
ML12
PA20 - 78
PH1 - 44
HS1 - 9
IM1 - 99
IV1 - 56
KA3 - 30
KW1 - 17
KY8 - 16
LA8 - 23
LD3 - 6
PO30 - 41
SY4 - 25
TD1 - 15
WR6 - 15

Time Frames
Orders placed before 12pm (midday) are packed and despatched the same day.


ROYAL MAIL
We send our Royal Mail orders 1st Class. Delivery is usually 1-3 Days.

COURIER
Despatched orders are scheduled to be delivered the following weekday (mon-fri) any time between 8am - 4pm.

Deliveries are made on Weekdays only (no Weekends or Bank Holidays). Therefore deliveries despatched on a Friday are not due to be delivered until the following Monday.

The time frames are an ESTIMATION only. PLEASE READ ON for more detail...

We are not guaranteeing or agreeing to deliver your order to the above stated estimated time frames. They are a best estimation only and should be treated as such.

Royal Mail claim that in their 2013/14 financial year that 93.2% of 1st Class post arrived next working day. We know from experience that deliveries can sometimes take significantly longer and seem to drop out of circulation for days at a time. However, we do find they do eventually turn up (either with the recipient or back with us) and for this reason won't consider any remedial course until 10 Royal Mail delivery days (mon-sat) after despatch.

Courier Service Our main courier APC claim that over 99% of parcels are delivered to their next day schedule (UK Mainland). However, they can and do sometimes make mistakes and therefore again like Royal Mail we simply cannot guarantee deliveries will always be made on time.

Despatch Schedule. There is the odd occasion where we might run out of time to pack all orders or might have to close our day of despatch early. This is rare and may be the result of a promotion or when we have container to unload.

Customers purchase orders on the basis that despatch and delivery time frames provided are an estimation only and that SANZA will not compensate for deliveries outside the likely time frames.

Courier - Signature Required Service
If you choose our 'Signature Required', there MUST be someone at the delivery premises to receive and sign for the parcel, the courier will not leave it otherwise.

Should no one be present to sign for a parcel a card will be left (assuming this is possible). Customers must then make immediate arrangements with the courier for redelivery or collection. Customers have ONE further redelivery attempt available to them, after which fees of 6.23 per redelivery attempt may be levied.

If Customer arrangements haven't been made for redelivery or collection within 3 days then parcels are automatically returned to us. In such instances, an additional fee of 14.82 may be charged to the cardholder.

You will be notified in your dispatch email, which courier your parcel will be delivered by.

If it is APC, and no one is available to sign for it, the parcel will be returned to the nearest APC depot.

If it is ParcelForce, and no one is available to sign for it, the parcel will be returned to the nearest Royal Mail Post Office.

Courier - No Signature Required
RECOMMENDED. We allow customers the option to provide the courier driver instructions to leave parcels in a safe place should no one be at the delivery premises to sign for it. Customers should specify a place to leave the parcel or choose a neighbor, these instructions appear on the label as part of a special instructions section, so wording should actually instruct the driver to leave the parcel. Do not use this service if you do not wish to take responsibility for leaving it unattended.

Breakages
Despite our very best efforts at packing goods carefully with insulation materials, couriers can on occasion damage goods.

We ask that customers take receipt of their goods and notify us of the nature of the damages so we can take appropriate remedial action. In this instance we will refund the value of broken contents or organise replacements.

Likewise customers that receive unsigned parcels left safe by the courier with broken contents will be offered a refund to the value of the broken contents.

Please call SANZA Shop immediately to inform us of any breakages.

Alcohol - Age Restriction
In accordance with the Licensing Act 1964, it is an offence for any person under 18 to buy or attempt to buy intoxicating drinks. By placing an order containing alcohol you are confirming that you are 18 or over.

Refrigerated Items
We store Boerewors, Koeksisters and Pies frozen and with the use of special gel packs are guaranteed to stay fresh for 30 hours. For this reason we do not send any Boerewors or Pies on a Friday and are unable to send to international or 2 day destinations.

To ensure the products are received in the best condition possible, please make sure someone is able to sign and collect parcel on the first delivery attempt.

Overdue or Missing Parcels - Courier
At the time of despatch (usually 5pm), Customers are emailed a courier reference number, a website address for tracking and a customer service telephone number. This allows you to track progress of your parcel.

If you are experiencing problems with a courier delivery, please contact the courier first as they are the ones who will have the package and should be able to provide the best information. Likewise customers are better at relaying directions for lost drivers and premises descriptions.

If you still have any difficulties, please contact us immediately on 0208 804 1458 so we can attempt to rectify the situation. Remember the sooner we know about any problem, the more likely we can solve it. For insurance purposes any problems must be reported within 7 days of despatch.

Overdue or Missing Parcels - Royal Mail
If your package has not arrived and no collection card has been received, please check with your local sorting office to see if there are any undelivered packages for the relevant address (we really do have a lot of cases where a card apparently hasn't been left but have parcels have been returned marked as uncalled for)

The vast majority of deliveries outside the estimated time frames do eventually get delivered or returned to us. For this reason, we will not take action unless a delivery remains missing for 10 Royal Mail delivery days (mon-sat).

Customers that choose to specify a place to leave parcels, do so entirely at their own risk.

Please note that any orders going to outside the UK is placed at the buyer's own risk, as we are not liable to claim back anything that is lost or delayed by foreign postal services.

Cancellations
If you wish to cancel your order please contact us as soon as possible on 0208 804 1458, we may still have to charge delivery costs should cancellation not preceed order dispatch.

Customers have the right to cancel and return their order up to fourteen working days from the day after that on which the goods are received. This applies to non perishable goods only. It is the customer responsibility to 'restore' goods to us, therefore should we have to collect the goods ourselves then a courier fee will be deducted from any refunds (please be aware a collection fee costs more then our standard delivery fee, we are just passing this cost on).

We will consider any reasonable request after the fourteen day notice period.

'Best Before Date' Policy
As most of our goods can take up to 2 months to arrive from the other side of the world we sometimes have issues with best before dates. Please note that Best Before dates are simply a manufacturers indication of when a product tastes at its best, after which the taste and texture may be affected (although manufacturers are very cautious and sometimes bring dates forward for commercial reasons). Best before dates should not to be confused with 'Use By' dates which are set with health risks in mind.

We aim to display the date for any product within 14 days of its best before date. If you wish to know the dates for any products where the date is not displayed please give us a call on 0208 804 1458, we appreciate that you are unable to inspect the products and would rather you do this then be disappointed after receiving your goods.

Tax Charges
20% VAT is included on items that incur VAT.

Customers outside the EU are eligible for VAT exemption. Such circumstances require proof of export and as such will require additional documentation to be prepared, completed and returned to us in order to process a refund. PLEASE NOTE we require notice in advance of dispatch from any customers wishing a refund of VAT and that a 10 administration charge will apply.

Credit Card Security
There have been no security breaches using our shopping system over the Internet. We use a specialised third party organistation Protx to process our transactions, as such we do not view or hold your Credit Card details in our database.

Reaching Us
If you need to reach us, please email us at , alternatively, you can call on 0208 804 1458.

Privacy Policy
SANZA does not disclose buyers' information to third parties.

We email our customers every two weeks or so, with any relevant news, specials and Happy Hours. If you do not wish to receive this newsletter, there will be an unsubscribe link at the bottom of the newsletter which will remove you from any future mailing.