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Terms of Service

Terms of Service

The following is a guide to how we work here at Superfood Market. 

Placing an order
• Add all of your chosen items to cart.
• The system will not let you add things to cart that are out of stock, these will show as "Sold out". The system will only allow you to add the amount we have in stock.
• At checkout enter your chosen delivery address.
• The system looks at your delivery location and basket weight and calculates the best possible shipping fee.
• Check out and pay for your order, an email confirmation will be sent to acknowledge your order.

Order Amendments
• Once an order has been placed it cannot be changed in any way.
• We cannot add, edit or remove order items. 
• We cannot change the delivery address if your order has been processed.

Handling Time
• We need 1-2 working days from you placing your order to:
- Process your order through our systems
- Pass the order to the warehouse and assign to a picker.
- Pick your order and assign to a packer.
- Pack your order and put into a collection cage - Your tracking number will be provided when the warehouse process your order. 
- Have your order collected by Royal Mail.

All of your order items should be available, however in the rare occasion something in your order was not available we will refund that item and the associated shipping fee.

Order items could be unavailable due to one of several reasons, for example:
- Leaking, dented or cracked products.
- Defective products with signs of deterioration.
- Products under active manufacturer recall.
- Products approaching / over Best Before dates.
- Invalid/Incorrect stock records.

Delivery Time
• We ship orders under 8KG via Royal Mail Tracked 48
• We ship orders over 8KG via Parcelforce 24
• Tracking numbers will only start to update 12-24 hours after collection.
• Please allow 3-5 working days for delivery in addition to our handling time, especially if you live in the "Highlands / Islands".
• Click here to read more about delivery and postage costs

• Please visit our returns page.
• https://superfood-market.com/pages/returns

Customer Service
• Please do not chase your order before the above time has elapsed.
• Please do not ask to jump the queue in front of other customers.
• We do not provide customer service via any social media channel.
• Please open a support ticket by emailing info@superfood-market.com.
• Our customer service is open Monday - Friday 8:30am - 4:30pm. We work through support tickets in the exact time order they are received to be fair to everyone.