Our website uses cookies and by using the site you agree to this. Learn more about cookies here
  1. Home >
  2. Information >
  3. Terms & Conditions
EV SSL Certificate

Terms & Conditions

Time Frames
We send our Royal Mail orders 1st Class. Delivery is usually 1-4 Days.

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.

Tracking Courier Parcels
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.

Royal Mail Delivery Problems
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 and Returns Policy
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 30 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
We use a specialised third party organisation Sagepay 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.

Sending outside the EU - Customs Charges
If your destination country is outside of the European Union, your order will be liable to duties and tax imposed by that countries customs.

You will be responsible to pay any and all duties and tax that might be imposed by the authorities.

If you fail to pay the charges and take receipt of the order, the charges will be reversed back to us, including an admin fee, and this will leave us with no other option but to automatically charge the whole amount(including the admin fee) back to your card.