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 20KG via Amazon Shipping 2DD
• We ship orders over 20KG 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
Superfood Market Fair Usage Policy:Postage
Effective Date: [2/6/24]
1. Introduction This Fair Usage Policy ("Policy") outlines the terms under which Superfood Market ("we," "our," or "us") manages the shipping and delivery of orders to ensure fair and equitable use of our services by all customers. This Policy is governed by UK law and is subject to change at our discretion.
2. Applicability This Policy applies to all customers who place orders with Superfood Market, including individual and corporate customers.
3. Order Weight and Additional Costs 3.1. Orders exceeding 50KG may incur additional postage costs. These costs are necessary to cover the increased shipping expenses associated with heavier parcels. 3.2. For orders over 50KG, we will contact you to inform you of any additional postage costs prior to dispatch.
4. Right to Refuse Orders 4.1. We reserve the right to refuse any order that we believe, in our sole discretion, is not in accordance with this Fair Usage Policy. 4.2. Orders may be refused if they cannot be delivered in a fair and acceptable manner due to their weight or bulk.
5. Re-negotiation of Shipping Costs 5.1. In cases where an order cannot be delivered due to excessive weight or bulk, we reserve the right to re-negotiate the shipping costs prior to dispatch. 5.2. We will notify you of any changes to shipping costs and provide you with the option to either accept the new costs or cancel your order.
6. Corporate Customers 6.1. Corporate customers are encouraged to contact us directly to discuss postage and shipping costs for their orders. 6.2. Postage costs for corporate customers may be billed as a separate invoice to facilitate easier processing and payment.
7. Billing of Postage Costs 7.1. All additional postage costs will be clearly communicated and agreed upon prior to billing. 7.2. Postage costs may be billed as a separate invoice to ensure transparency and accurate accounting.
8. Amendments We reserve the right to amend this Policy at any time. Any changes will be effective immediately upon posting the revised Policy on our website.
9. Contact Information For any questions or concerns regarding this Fair Usage Policy, please contact us at:
Superfood Market
Email: info@superfood-market.com
Address: Superfood Market, Unit 3 Dalton Works, Deal Street, Keighley, BD21 4LA
By placing an order with Superfood Market, you acknowledge and agree to abide by the terms and conditions set forth in this Fair Usage Policy.
Returns
• 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.