|Shipping Method||Transit Time||Cost|
|Standard||5-15 Business Days||£5|
|Free Standard Shipping over £35.00||5-15 Business Days||Free|
Note to Customer:Please note that in order to maintain lower shipping fees to our customers, the customer will be responsible for any customs and duties assessed for their packages.
Please note that all shipping costs are non-refundable.
WHAT IS CUSTOMS DUTY, AND WHY ARE THEY ASKING FOR AN ADDITIONAL PAYMENT?
A customs duty is a tax that is determined by the customs authorities of your country based on commodity type, value, weight and dimensions, and sometimes the criteria. Because of all of these variables, including the customs authority itself, customs duty is hard to estimate. DHL/UPS International Mail Service allows packages to be cleared through customs in bulk and can possibly not be subject to any customs duty.
However, when the value of a specific package exceeds your country’s threshold for any particular commodity, customs authorities may impose an additional charge to the receiver. Unfortunately we can not ensure that every package will clear customs without customs duty due.
Please note, as it is stated in the Notice To Customers section, that this additional charge is collected by the customs authorities and is the sole responsibility of the receiver to remit payments.
Orders are processed through our system one time per day by 4pm GMT. All orders placed thereafter will be processed the next business day. Please allow 1-2 additional business days for your order to be fulfilled and shipped.
Orders with expedited shipping will be processed and fulfilled up until 8pm GMT. All orders placed thereafter will be processed the next business day.
All international orders will be shipped via DHL or DPD International Economy. Orders within the UK will be shipped via Royal Mail. Estimated transit time can be anything from 3-15 business days depending on your location.
Any orders with added expedited service will ship via DPD International Priority. Transit time 2-3 business days.
How long will my package take to arrive?
Your package is being fulfilled and shipped from our warehouse in Ghana for International orders and from our warehouse in London for UK orders. Packages shipped with standard shipping will take approximately 10-16 business days to be delivered. From our warehouse to customs office of your country should take about 2-3 days, then customs clearance and final delivery will take another 4-16 days. This does not include any delays from customs clearance. All UK orders will take 3-5 business days to arrive.
Why would my package be delayed due to customs?
Based on the product name, description (commodity type), and value may give a red flag to customs which will lead to an inspection. Some of our products names can be questioned by customs, such as Red Wine, Cucumber, etc. and this can cause customs to inspect a package. Product value is also a factor customs look at. If a product value is claimed at $0, customs will inspect the package so they can put a price on the item in order for them to release the package.
What if I made a mistake on my address and need it fixed?
In order for us to make corrections to your address, please contact us at email@example.com. It is preferred to let us know of the necessary corrections the same day as the order was placed or as soon as possible.
I have a tracking number, how do I track it?
A tracking number and link to the tracking website will be provided once he product has been shipped.
How did my package ship?
The shipping method can be differentiated by the tracking number as described above, unless an express shipping option was selected. If an express shipping option was selected, DPD will be the primary carrier.
How do I know my package has shipped?
Once orders are processed, tracking numbers are automatically emailed in the shipment confirmation when labels are printed and are associates with the package. When the tracking number is tracked online, you can see the current transit status for the package, whether or not it has actually been received by the carrier.
Please note that our carrier pickup at the end of our business day, which is around 11pm GMT. Therefore, your tracking number may not update until later that evening, or early the next day. If your package shipped via FIMS, please allow 2-3 business days for your tracking to update as it will only show updates after arriving to the sorting facility in Los Angeles California. Be sure to also note our fulfillment policy on our Customer Service page.
What do I do if my package does not get to me within the estimated delivery time?
All standard shipping packages will usually take 10-16 business days until delivery. These estimates often change depending on current weather or road conditions. Please make sure to check the tracking number often to ensure progress is being made.
If the tracking has been updating, but has suddenly stopped, it is possible that:
- The package is pending customs inspection
- The package has incorrect / missing address information
- The package is damaged / lost
- The package is pending response from customer to have customs duty resolved
Tracking shows that my package has been delivered, but I did not receive it.
If your tracking number shows that the package has been delivered, but you have not received it, please try the following:
- Check around the yard/house
- Check with your neighbors
- Check with the local postal carrier
Often times carriers will leave packages in places where they think will be safest. (ie, behind a side gate, under a bush, etc.) Or sometimes deliveries may be mistakenly made to the wrong location. (ie. Down the street, next door, etc.) If this happens, or you still cannot locate your packages, please contact us at firstname.lastname@example.org.
What is customs duty, and why are they asking for an additional payment?
A customs duty is a tax that is determined by the customs authorities of your country based on commodity type, value, weight and dimensions, and sometimes other criteria. Because of all of these variables, including the customs authority itself, customs duty is hard to estimate.
DHL /DPD International Mail Service allows packages to be cleared through customs in bulk and can possibly not be subject to any customs duty. However, when the value of a specific package exceeds your country’s threshold for any particular commodity, customs authorities may impose and additional charge to the receiver. Unfortunately, we cannot ensure that every package will clear customs without customs duty due.
Inclement Weather Conditions
If your area is experiencing any harsh storms or severe temperatures please be aware of possible occurrences you may experience. Our shipping carriers can have delays in those immediate areas due to flight delays and/or truck breakdowns or stalls. This can happen to both ground shipping and expedited shipping. You may see your tracking information reflect these delays. In these cases, we must ask that you remain patient while the local teams work to get your package to you. If it has been over 2 weeks past the ship date, please inquire with us for further information.
Severe temperatures can cause changes in our products. Liquids can freeze during the colder seasons and may cause the packaging to crack or break. Please use caution if you’ve noticed this happen to your items. If you receive your items damaged, please contact us for further assistance. If the packaging is in tact but the product is frozen, please note that the ingredients are all natural and can be thawed and then shaken to return it back to its original consistency.
During the warmer seasons your solid items may show signs of separation or melting. Because our products are all natural, you can simply stir contents and then let them sit in room temperatures until they return back to their original consistency.
Please note, as it is states in the Notice to Customers section, that this additional charge is collected by the customs authorities and is the sole responsibility of the receiver to remit payment.
Our products are available in the following countries. All inquiries regarding orders placed on our official international websites (1st table) may be directed to email@example.com. **PLEASE NOTE** that inquiries regarding orders placed on third party distributor websites (2nd table) must be discussed with each individual distributor. This includes shipping, returns, refunds, and exchanges.