DELIVERY TIMES
As standard, The Heavenly Coffee Company LTD aim to deliver orders placed before 12pm within 48 working hours.
Please note our offices are open Monday to Friday 8.30am-4.30pm and so orders received after 12pm on a Friday, on a Saturday or Sunday will not be shipped until the following Monday. UK bank holiday will also affect dispatch and delivery times so please be aware there could be a delay in you receiving your parcel around public holidays.
In the event The Heavenly Coffee Company LTD is out of stock of a particular item, we will call or email you on the contact details provided and agree the best options to allow us to send your complete order to you as soon possible.
The Heavenly Coffee Company LTD accept no liability for non-next working day delivery and will not under any circumstance compensate for said non delivery.
DELIVERY CHARGES
Delivery charges are calculated from the total price of the all items ordered; this is automatically calculated in the shopping cart for you. Orders with a value under £20 (before VAT) will incur a delivery charge of £7.50.
Orders above £20 (before VAT) are not subject to any delivery charge.
Please Note: additional delivery charges apply for delivery to the Channel isles or Scottish Isles, Northern Ireland, Ireland & Scottish borders. There may also be an additional delivery charge applied for preferential shipping requirements (i.e. before 12 noon or Saturday delivery).
RETURNING NON-FAULTY GOODS
Any consumable item (food or drink product or accessory) that has been opened or is in used condition will not be accepted for refund or exchange.
Should you wish to return goods which have been ordered incorrectly or otherwise classed as non-faulty, we will accept return requests up to 14 days after you have received the goods (for reference received time for the goods starts from the date you have signed for the goods or the courier service has provided proof of delivery).
Returned goods must be UNUSED, unopened and in the same condition in which they were delivered. We reserve the right to charge a 15% fee for returning and refunding the money and there will be a Re-Stocking & Handling fee of up to £15 on the product.
We reserve the right not to refund items that are returned in unusable or unsellable condition e.g. damaged after delivery. If such a returns situation arises, you are advised to make immediate contact with The Heavenly Coffee Company LTD to discuss remedy.
The cost and responsibility of returning non faulty or unwanted goods will be the responsibility of the customer. We will only issue any agreed refund once the returned goods are received and examined by us and we have agreed that the goods and packaging are in a satisfactory re-sellable condition and have not been used. We recommend using a tracked and insured method of returning non faulty or unwanted items so should anything happen in transit you will be covered for the value of the good.
Whilst we will make every attempt to remedy this type of situation, we must emphasise it is everyone’s interest to ensure the correct items are being ordered and are suited for your particular requirements.
GOODS DAMAGED IN TRANSIT
If packaging appears to be damaged on receipt, this must be noted with the courier during delivery and notified to The Heavenly Coffee Company LTD without delay. Proof of damages can be emailed to orders@theheavenlycoffeecompany.co.uk
The Heavenly Coffee Company LTD will replace any damaged items as necessary after discussion and confirmation.
When goods are signed for by the purchaser or appointed receiver, the customer inherits the risk for the products once they have been delivered to the delivery address which was specified when the order was placed.
The Heavenly Coffee Company LTD accepts no liability for non-delivery, late delivery or the cost of resending goods that have been delivered correctly to an incorrectly specified delivery address or where you fail to collect the products from the delivery address which you specified.
CANCELLATIONS
You may cancel your coffee and accessories order up until the point prior to the order being dispatched. This will depend on the time of day the order was placed. A typical cut off point would be by 12.00 hrs on the day of order. It is in your interests to contact The Heavenly Coffee Company LTD as soon as you know the order is to be cancelled. The quickest way to contact us is calling us on 01909 519511.
If an order is cancelled before dispatch, any payments (including delivery charges) made by you will be refunded in full.
If the order is cancelled after the goods have been dispatched it will be dealt with as a ‘return’ and you will be fully liable under the returns policy stated above.
REFUNDS ON RETURNED GOODS
For payments made by Debit or Credit card, refunds are automatically made directly back to the payment method used.
PLEASE NOTE: While we will actively work to issue your refund as quickly as possible card processing times vary from bank to bank and it can take up to 10 working days after the returned good have been received back to by us for the refund to show on your banking.
Please note there is a 15% handling charge on all returns and refunds (excepting faulty or damaged goods) as stated in the returns section above.