SHIPPING POLICY

General policy :

  • We use a third party courier service to fulfill its deliveries. Currently this is DPD .

  •  We endeavour to deliver your order on your specified delivery day. If this is not possible, your order will be delivered the next day.

  • Deliveries are made on Tuesday and Friday as standard.

  • All orders are packaged in a way that they will keep the contents safe for 48 hours in transit outside of a refrigerated vehicle.

Delivery Communication :

  • We will email you on the address provided when your order has been dispatched and is with the courier.

  • We will make every effort to communicate your delivery instructions to your delivery provider, however we cannot 100% guarantee that delivery instructions will be followed.

  •  We will email/text to let you know they have your order on the day it is received.

  •  We will email/text by 11am on your delivery day to give you an estimated delivery time. 

  • You will be able to nominate a safe place to leave your order if you will not be in through this text/email. You will not be able to change the address or delivery day at this point

Delivery Delays:

  • On occasion, delays may occur once your order is with the courier.

  • Whenever possible we will endeavour to contact you as soon as we are aware of the issue. This may not always be possible (issues with courier tracking/driver running out of time/delivered to the wrong address etc.) Please be patient and have understanding that we rely on flawed human beings and our environment to get your order to you on time!

  • In the event that your order is not delivered on your chosen day, we will work with the courier to ensure it is delivered before midday the next day.

Changes to your delivery:

  • Any changes to your order or delivery can only be made by contacting the team here at info@happydimsum.co.uk 

  • We will endeavour to action any changes before dispatch, however any changes will need to be notified by noon on the day before your delivery date. 

Receiving your Delivery:

  • Delivery will be completed when we deliver to the address which you specify when ordering. When the frozen dim sum arrive,  it is important that you follow the storage instructions provided on our site.  Failure to do so will result in the lapse of any rights to a refund or re-delivery. 

  • When choosing the safe place instruction 'Leave with concierge', it is your responsibility to first ensure that your concierge accepts food deliveries. In the event that a delivery is turned away due to the nature of your package, you will not be eligible for a refund or re-delivery. 

  • In the event of a non-delivery (your order did not arrive on their intended delivery date or the day after), please contact us at info@happydimsum.couk . It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund or replacement. Failure to do so will result in the lapse of any rights to either.

If you should change your mind about your order once it has already been confirmed and dispatched, please accept said delivery and you must contact us at info@happydimsum.co.uk on the day of delivery to discuss the order further. Refusal of your parcel, unless confirmed damaged by the courier, will forfeit any claim for refund or redelivery. 

We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.

 

REFUND POLICY

 

To be eligible for a refund/replacement we need a description of the issue as well as a photo of the problem and packing slip included in your order.

We are unable to offer a refund/replacement without proof of the issue.

We are unable to offer a refund/replacement for orders received the day after your chosen delivery date as this is in line with our Shipping Policy. Exceptions are if the food is damaged in some way, but be aware that proof will be required. 

To start the refund process, you can contact us at info@happydimsum.co.uk. If your refund request is accepted your refund will be processed back through the same method of payment used for your purchase.

Damages and issues :  Please inspect your order upon reception and contact us within 2 hours if the item is defective, damaged or if you receive the wrong item, so that we can look into the issue and put it right.

We are unable to accept returns due to the product being perishable however we can offer a refund where necessary.