Dispatch, delivery charges, returns and refunds

DISPATCH

We aim to dispatch your fruits within 3 working days of payment being received, however, this isn't guaranteed as sometimes overseas shipments to us are delayed.

DELIVERY DAYS

Orders can be delivered on Tuesdays, Wednesdays, Thursdays and Fridays. Saturdays incur a £10 surcharge. If you need delivery on a specific day, please email us to see if this is possible.   info@myexoticfruit.com

DELIVERY LOCATIONS

All of our goods can be delivered to any UK address. 

PARCELFORCE AND APC DELIVERY

Once your order is dispatched, it is sent on a next-day service, to be delivered between 08:00 and 17:00.

The parcel will be collected from our warehouse in Essex at around 15:30 and should arrive with you, almost anywhere in the UK, the following day. Some remote regions (predominately areas in Scotland) may take 2 days to arrive - if you think you need a parcel delivered to a remote area, please contact us to confirm. Once it has been dispatched, you will receive an email with the consignment number so you can track the order.

https://www.parcelforce.com/track-trace

https://apc-overnight.com/receiving-a-parcel/tracking

ROYAL MAIL DELIVERY

We use Royal Mail tracked 24-hour delivery for many of our orders. As well as being the UK's most reliable courier, Royal Mail is the greenest delivery option in the country. Over two-thirds of Royal Mail post is delivered on foot - with posties walking approximately 1 billion steps a day! - it emits the lowest carbon footprint per parcel of any British courier company. According to publicly available data, Royal Mail's emissions are almost 50% lower than that of other couriers!

We want to make our business as environmentally friendly as possible and, as such, we are always looking for the most sustainable options for all our practices. We know that people are making more ethical purchases than ever before and that's why we like to use Royal Mail - by opting for this courier, we're reducing (not offsetting) our emissions! 

If you'd like us to use Royal Mail to deliver your parcel, please let us know. There are logistical reasons why we need to use different couriers at different times, so please email us at info@myexoticfruit.com before ordering to check we can use Royal Mail for your parcel(s).

WHAT WILL HAPPEN IF I AM NOT HOME WHEN THE COURIER ARRIVES?

Parcelforce and APC are instructed to leave the parcel on your premises or with one of your neighbours if there is no answer. If you track your parcel and it is recorded as delivered but you don’t have it, please ensure to look around your place of residence. Remember to look behind plant pots, inside wheelie bins, under bushes etc.  Please also check with your neighbour to see if they took in your parcel.

If the parcel is delivered to a neighbour and you're not sure which one, please call the Parcelforce or APC depot as soon as possible on the day of delivery. You can obtain the contact details by tracking your parcel on the Parcelforce website.

If you agree, during checkout, that your parcel can be left with a neighbour or in a safe place at your address, we cannot then be held responsible for the whereabouts of that parcel, once either has been carried out.

If the parcel is left at your address and subsequently stolen, we require a crime reference number (generated once you have logged the parcel as stolen with your local police force) before we can offer a resolution.  It's for this reason that we strongly advise you to select a delivery address at which you can ensure you, or a neighbour, are able to take the delivery. If there is no answer, your parcel will be returned to the depot or taken to your local post office.

If there is somewhere in particular that the parcel should be left if you are not at home when the driver arrives, please ensure you notify us.

As a last resort, if the courier is unable to leave your parcel with a neighbour or on your premises, it will be returned to the depot or taken to your local post office. It is your responsibility to either arrange re-delivery for the following day or to collect from the local depot or post office. This must be arranged on the day of delivery so the courier can ensure the re-delivery can occur the following morning when the driver leaves the depot. We cannot accept any claims if you don't organise re-delivery and the fruit subsequently spoils.

If you need any further assistance with delivery issues after contacting the courier, please ensure you call or email us by 4:30pm on the day of delivery so we have sufficient time to resolve the problem.

DELIVERY CHARGES

The delivery charge is calculated by taking into account both the volumetric and static weight. This is because the courier charges are dependent on the weight and size of the parcel.

For example: an order of 1,200 soursop tea bags would have a relatively low weight (1-2kg) but would require a large box to package the order, resulting in a higher charge for us from the courier.

Gift cards £2.50

Orders less than 0.9 kg £3.95

0.91 kg to 6 kg £4.95

6.01 kg to 25 kg £6.95

25.01 kg to 40 kg £15

40.01 kg to 50 kg £20

50.01 kg to 110 kg £20.00

50.01 kg to 110 kg £35.00

110.01 kg and above £55.00

Express delivery by same-day courier £POA

A surcharge of £11 is applicable for the below postcodes

AB37-38, 41-45, 51-56, FK19-21, IV1-28, 30-37, 40, 52-54, 63, KW1-3,
5-14, PA21-39, PH16-26, 30-41

A surcharge of £16.20 is applicable for the below postcodes

HS1-9, IV41-49, 51, 55-56, KA27-28, KW15 – KW17, PA20, 40-49, 60-78,

PH42-44, ZE1-3.

Northern Ireland Air Mail

0-999 g £20. 1 kg to 9.99 kg £25. 10 kg to 14.99 kg £35. 15 kg+ £45.

RETURNS AND REFUNDS POLICY

All items are thoroughly quality-checked by our packing team before orders leave our warehouse. However, sometimes an issue with the courier company can cause your delivery to be delayed, which can subsequently result in the fruit spoiling. Also, occasionally, a parcel may be dropped or knocked in transit, causing the fruits to bruise or become damaged. If your fruit is inedible/damaged, please email a picture of the fruit in question within 24 hours of receipt to info@myexoticfruit.com. We only accept claims if they are sent within 24 hours of receipt of your order. If damaged items are reported to us more than 24 hours after the parcel arrived with you, this means we will be unable to recoup any of our losses from our suppliers or the courier company. As a result, we cannot guarantee that we will be able to resolve the matter in your favour.

If a claim with photographic evidence is made by email (to info@myexoticfruit.com) within 24 hours of receipt, we will refund or replace goods on the following basis:

If you find an item is damaged on receipt but it still remains edible, we will either refund you 50% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.

If you find an item is significantly damaged on receipt and is no longer edible, we will refund you 100% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.