Terms & Conditions
Delivery day depends on the delivery service selected during checkout. We will deliver to the address provided by you when you place your order and make your payment.
We use DHL, DPD, Hermes and Royal Mail as our main couriers based on the order size and value. Orders below 2kg are dispatched through Royal Mail and anything over 2kg will be delivered through DHL, DPD or Hermes.
Due to the limitations from the courier companies we have a maximum order weight limit of 20kg per order regardless of the order value. This is beyond our control and we have to rely on the terms and conditions outlined by the delivery companies.
However, if you have any special needs (alms givings, parties, etc) and would like to place a large/heavy order we will try our best to assist. Please contact us in advance to find out more before you place such an order.
Our delivery partners will inform you via email and/or text message with intended delivery date & approximate time. It will be customer's responsibility to make necessary arrangements to be available to receive the delivery or to re-arrange the delivery with the delivery company. Ceylon Supermart cannot be responsible for any damages or liabilities due to re-arranged delivery by the customer.
We aim to deliver your order as fast as we can, subject to availability of the items ordered. However, if you placed your order with Standard UK Mainland delivery (with fresh produce; e.g. fresh vegetables) after 06:00 pm on a Wednesday, we may not dispatch your order until Monday or Tuesday in case of a Monday Bank Holiday, the following week. This is to ensure that your fresh produce order receive fresh to you. However, we will try our best to deliver all orders with fresh produce using 'Next Day Delivery' services but it is not guaranteed for standard delivery orders.
Method of Payment:
Payment can be made by PayPal, Credit & Debit cards via PayPal.
There will be no credit issued on our online service. Only after the payment is received we are able to release your goods for delivery.
Defective, Damaged, Spoiled or Discoloured Goods:
We guarantee the quality of our goods. You must inspect the goods on delivery and notify the delivery driver or us promptly in writing if you find any damages to the packaging or goods. Our contact details are given at the bottom of this page.
If there is any dissatisfaction with your order we will promptly and fully refund the price of any goods that do not meet with your reasonable satisfaction or arrange for the delivery of replacement goods, provided that you notify us within 24 hours of delivery of any defective goods. We will arrange with you for the goods to be returned to us. If you have a complaint of defective, damaged, spoiled or discoloured goods, we will require photographic evidence of such conditions of goods. Without evidence we cannot process any claims.
We will not accept any further claims for loss from or in connection with the supply of faulty goods, whether direct, indirect, consequential or otherwise, howsoever arising.
Amendments to order and cancellation rights:
The order confirmation e-mail you receive from us confirming your order will set out the last time that, you may amend your order prior to delivery.
You have up to 1 hour (one hour) to amend or cancel your order from the time that the order was placed/paid. If we have already dispatched your order you may be charged for the full delivery charge. In case of a cancelled delivery after dispatch, the customer is responsible to return the goods in order in resellable and sealed condition. However, we reserve the right to charge for any perishable products delivered. Refund will be subject to these terms and conditions. Customer will need to arrange and pay for the return delivery in case they wish to cancel the order after we dispatched their order.
All products are subject to availability and we try our best to provide an alternative product in case of out of stock item or we shall refund the cost of the items that are not available to fulfill the order.
Refund could take up to two weeks on cancelled orders.
Amended orders may be dispatched at a later date of delivery requested. If you do need to expedite your delivery then a surcharge will be added to your invoice, which required to be paid before we can dispatch your order.
Special Offers and Promotions:
From time to time, and in our complete discretion, sale of goods may be subject to special offers. In the event that such a special offer applies to your purchase, the terms of such special offer shall be subject to these Terms and Conditions. If there is any conflict between the terms of a special offer and these Terms and Conditions, these Terms and Conditions shall prevail unless specifically excluded.
We may change the terms of special offers, or withdraw them altogether, at any time and without prior notice.
We will honour at the offer price any order placed by you before an offer ends, or is amended or withdrawn.
We reserve the right to offer in our complete discretion different customers different special offers, promotions.
No two or more promotions or discounts can be clubbed together in one order.
Free Standard UK Mainland delivery for orders over £50 is an offer, which we may change or remove at our sole discretion. Free delivery offer threshold, currently at £50 and over of total order value is applicable after all discounts and other offers are applied.
All customer complaints to be sent to via email to: email@example.com within 24 hours of order delivery. Due to the nature of the goods we sell, we cannot accept any complanits after this time period.
Damage to goods must be accompanied with evidence, such as photographs.
Customers may also contact us on telephone: +44 (0)208 550 4566
GDPR and your personal information:
In line with the new GDPR legislation we are now seeking your consent to continue to retain your contact details; (including your name, billing/delivery address, email and telephone number provided to us during your order placement), in order that we may contact you relating to the future events and matters that may be of interest to you.
In addition, we will share your information with our delivery partners in order to deliver your purchase. These information will be your name, delivery address, phone number and email address so they can deliver your parcel to your delivery address and get in touch if they require to validate your delivery address.
By accepting these terms & conditions you are giving us the permission to store your data in our customer database and also to contact you via email/phone relating to our sales & promotions. We will not share your data with any third-parties other than with our delivery partners as specified above.
We do not tolerate any kind or form of fraud. By law, we may be required to share your details with law enforcement agencies to protect you and others from fraud. In such case we will cooperate with law enforcement agencies as required and shall share your details.
Should you wish us to remove your details please indicate now by emailing firstname.lastname@example.org with your request. We will remove your details from our database within 7 business days. However, if you purchase from our online store after we removed your details on a such request, your information will be automatically added again to our customer database as you have to accept our terms & conditions in order to place your order with us.
Local Home Deliveries:
We offer up to 20% discount and free local delivery from our store in Ilford, London, UK to post codes starting with IG1, IG2, IG3, IG4, IG5 and IG6.
We endeavour to deliver your local orders within 24 hours. Please contact us and let us know if you are unavailable for delivery or would like to collect from our store instead.
We will always call you before initiating the delivery. In the event of a failed delivery due to unanswered door, you will have to collect the orders from the store. Therefore, please make sure you are aware of the delivery time.
20% discount applied to your bill at the time of checkout after validating your delivery post code. Therefore, the discount will be applied as a negative delivery cost based on your order total (after all other discounts) and your delivery post code.
Substituting and Out of Stock Products:
There may be occasions that some of our popular and seasonal products are out of stock. This could be due to various reasons beyond our control, e.g. no supplies, weather conditions, off-season, high-demand, etc
If your ordered item(s) or part of the quantity you ordered is out of stock and we are unable to source them within an acceptable time frame before we can dispatch your order, we reserve the right to either substitute them for similar products, give you a refund for out of stock items or cancel your order. At an unlikely event that we have to cancel your order, we will be in touch with you prior to cancel your order.
Where we could substitute such items, we shall select the best possible option for you.
Provide you with 5 x 1kg Red Rice packs in case of 5kg Red Rice bags are out of stock
Provide you with Larich Seeni Sambol jar in case of MD Seeni Sambol jars are out of stock
Refunds, Stocks and Delivery under special circumstances:
Under specific circumstances, we may have to cancel certain orders wholly or partly due to matters beyond our control. Outbreak of Corona Virus (Covid-19) is such an event that we have seen short supplies and increased customer orders, which impacts our capability to fulfil the demand. In such situations we reserve the right to close down our entire online store, cancel and refund certain orders already placed by customers wholly or partly.
We will consider the availability of stock, quality of existing stock and ability to deliver within an acceptable time frame.
We will refund our customers as appropriate using the original method of the payment.
Order fulfilment and delivery during COVID-19
We have re-opened our online store as we started to receive stocks in small quantities. To support our long list of customers who have been with us over the years and in difficult time, we are taking small number of orders per day that we could fulfil.
Once we received a number of manageable orders we may close online orders so we are able to provide the best possible service to our customers. We still experience some short supplies and some of the items may not be available to dispatch in your order, in which case we will refund such items fully.
Also, regrettably we had to withdraw some of our special offers and free delivery offer for orders over £50 due to increased delivery costs.
We will dispatch your order as soon as we are able to fulfil your order and we will aim to use the fastest service available to deliver. However, the delivery time could take longer than usual, which is beyond our control. Therefore, we cannot provide a guaranteed delivery date for your order. Also, we cannot offer the 'UK Mainland Express Delivery' we previously offered.