Shipping policy

Delivery & Returns Policy

For KWEIDER LIMITED

1. Introduction: Quality Reaching You Wherever You Are

At KWEIDER LIMITED, we recognise that the premium experience of tasting our luxury confectionery begins the moment you receive it in pristine condition. Therefore, we operate a highly professional delivery system designed to preserve the optimum quality and freshness of our products from the moment they leave our London facilities until they arrive at your doorstep. This policy outlines all details, procedures, and obligations concerning dispatch, receipt, and post-delivery protocols.

2. Delivery Policy

2.1 Delivery Scope and Service Fees.

  • We currently deliver to specified regions within the United Kingdom. Service availability is determined by the Postcode entered during the checkout process.
  • Delivery fees are calculated automatically and displayed transparently prior to completing payment. These fees may vary depending on: your geographic location, the size and nature of the order, and the selected delivery speed.

2.2 Delivery Times and Scheduling.

  • We make every effort to adhere to our estimated delivery times. Utmost priority is given to orders containing fresh items (such as Oriental sweets) to ensure the swiftest possible dispatch.
  • Please note, however, that all delivery times provided are "estimates" and cannot be 100% guaranteed. They may be subject to unforeseen circumstances beyond our reasonable control, including but not limited to severe traffic congestion, adverse weather conditions, or exceptionally high order volumes.

2.3 Order Tracking

  • Once your order has been dispatched, you will receive an official notification containing tracking details (where applicable for the chosen delivery service), enabling you to monitor your parcel's journey until it reaches you.

3. Returns & Refunds Policy

3.1 Exemption of Perishable Food Products

  • Important Legal Notice: Due to the fresh and highly perishable nature of our food products, they are legally exempt from the 14-day "Cooling-off Period" right of cancellation or return, as stipulated by UK consumer protection regulations.
  • Once the preparation of your order has commenced in our facilities or the order has been dispatched, it cannot be cancelled, returned, or refunded under any circumstances relating to a change of mind.

3.2 Circumstances Eligible for Compensation We acknowledge our responsibility and will solely review claims for compensation in the following exclusive circumstances:

  • Receipt of a product that has been severely damaged during transit.
  • Receipt of an incorrect item that does not match the requested invoice.
  • A verified shortfall in the contents of the order.

In such instances, the customer must contact our Customer Service team within 24 hours of receipt, providing clear photographic evidence of the product and its packaging, alongside the order number. Our team will assess the claim and provide the most appropriate resolution (product replacement or a partial/full refund) at the absolute discretion of the Company.

4. Customer Responsibility and Receipt Procedures

The customer bears full legal and logistical responsibility for providing an accurate, comprehensive delivery address and valid contact details. To protect the rights of both parties, the following procedures apply upon delivery:

4.1 Inspection Upon Delivery

  • Severe Damage (Refusal of Receipt): If the outer packaging is torn, crushed, or displays obvious signs of severe damage, the customer must refuse to accept the parcel from the courier immediately and ensure the reason for refusal is recorded by the driver.
  • Receipt with Reservations: If the customer elects to accept a parcel exhibiting minor signs of external damage, they must insist that the phrase "Received Damaged" is recorded on the courier's electronic signature device. Furthermore, clear photographs of the unopened parcel must be taken prior to inspection.
  • Acknowledgement of Sound Condition: Accepting and signing for a parcel without noting any objections to the courier serves as a binding acknowledgement that the parcel was delivered in good external condition. This may invalidate any subsequent claims for compensation relating to transit damage.

5. Risk Transfer

  • The responsibility for the preservation and safety of the products transfers entirely to the customer the moment the goods are delivered to the specified address or handed to any individual present at that address receiving them on the customer's behalf.
  • Safe Place / Neighbour: If you request (or authorise the courier) to leave the parcel with a neighbour or in a designated "Safe Place", the transfer of risk occurs the moment the parcel is deposited in that location. The Company shall not be held liable for any subsequent loss, theft, or deterioration in quality.
  • The Company accepts absolutely no liability for any damage or loss occurring after the delivery process has been successfully completed.

6. Failed Delivery and Re-delivery

If a delivery attempt fails due to reasons attributable to the customer (e.g., no one available to receive the parcel, an incorrect address provided, or the courier being unable to access the property), we reserve the right to:

  • Impose an additional surcharge to arrange a subsequent delivery attempt (provided the product's condition allows for this).
  • Treat the order in accordance with its perishable nature and dispose of it to uphold public health and safety standards, without granting the customer any right to a refund.

7. Proof of Delivery

The Proof of Delivery generated by the courier's system—whether in the form of an electronic signature, a photograph of the parcel at the delivery location, or GPS coordinate logs—shall be deemed conclusive, legally binding evidence of successful delivery.

8. Condition of Products Post-Delivery

The Company entirely disclaims liability for:

  • Any alteration in the quality or taste of the products following successful delivery.
  • Spoilage resulting from improper on-site storage.
  • Damage caused by direct exposure to heat, moisture, or sunlight.
  • Delays in consumption beyond the recommended shelf life. It is strongly advised to store all products in strict accordance with the provided instructions to maintain optimum quality.

9. Food Safety and Allergens

  • All our products are prepared and packaged in strict compliance with the highest food safety and hygiene standards approved within the United Kingdom.
  • Nevertheless, the customer bears sole responsibility for reviewing the ingredients and ensuring the products are suitable for their specific dietary requirements or restrictions (such as allergies to nuts, dairy, gluten, or sesame) prior to purchase and consumption.

10. Concluding Remarks

This policy is designed to establish transparent, robust operational guidelines between KWEIDER LIMITED and its valued clientele. It ensures the protection of both parties' rights and guarantees a sophisticated, reliable, and secure shopping experience that befits our brand's reputation.