• FREE SHIPPING TO UK MAINLAND ON ORDERS OVER £30

DELIVERY & RETURNS

 

1. DELIVERY

We ship and deliver your order to the UK, Europe and almost anywhere in the world.

You do not need to send us an e-mail asking how much you should pay for delivery to Europe, USA or any other country in the World. Locate your products that you would like to purchase, follow the instructions by selecting the country of destination and your shipping costs will be calculated by weight.

 

1.1 Delivery Addresses

It is important that the full delivery address is entered correctly including the correct postcode. TIANA® Fairtrade Organics Ltd cannot be held responsible for orders lost because you provided an incorrect delivery address.

Please Note: If you entered an incorrect delivery address within the UK and your order was dispatched by Courier, they will return your order to us marked as undelivered. In this case, for the order to be dispatched a second time you will be charged for delivery again plus a handling charge 10% of the value of your order.

When placing your order, the shipping charge will show once you confirmed and proceed to the payment section. Please note that parcels sent by Courier will require a signature when delivered.

 

1.2. Important Delivery information

We pack our products very carefully using appropriate quantities of packaging material, however, in rare cases it is possible that your order can be damaged in transit. We recommend that you examine your parcel before signing the delivery note. Therefore, once your order has been delivered by our courier company and you have been asked to sign a delivery note, we request that before signing you examine the packaging to see if any items have been damaged. In this case do not accept the delivery and the courier company will return the damaged pack to us and we will despatch another package to you. If you receive a plastic pale that was damage in transit, and you accept the product in damaged packaging then we will be unable to replace your order without the additional charges.

 

1.3. UK Delivery

UK mainland delivery is free on all orders over £50.00

When placing your order, the shipping charge will show once you confirmed and proceed to the payment section. Please note that parcels sent by Courier will require a signature when delivered.

All orders delivered to you by Courier in two or three working days without ANY extra charge (standard delivery charges will still apply to any items marked in our shop as excluding delivery) and a signature will be required upon delivery. A card should be left by Courier to inform you of an attempt to deliver if you are not at home and you should contact Courier to re-arrange the delivery within the timeframe mentioned on the card. In most cases, we can arrange your delivery at a time that is convenient for you to accept the delivery.

Should you fail to be in contact with the courier and re-arrange delivery or collect your order from them within 3 working days they will return your order to us marked undelivered / uncollected. In this case, for the order to be dispatched a second time you will be charged for delivery and a handling charge of 10% of the value of your order.

Please allow up to five working days for delivery of your order to a UK address. Should your order not be received after 5 working days please contact us by e-mail to enquiry@tiana.eu or call us on +44 (0) 20 8427 1695 so that we will be able to immediately check the status of your order.

We endeavour to despatch all orders within 24 hours, when your order has been despatched you will receive our e-mail confirming the date of despatch.

We pack our products very carefully using enough quantities of packaging material, however, in rare cases it is possible that your order can be damaged in transit.

IMPORTANT: You should examine your parcel before signing the delivery note.

Once your order has been delivered by our courier company and you have been asked to sign a delivery note, we request that before signing you examine the packaging to see if any items have been damaged and any oil spilled. In this case YOU SHOULD NOT accept the delivery and the courier company will return the damaged pack to us and we will despatch another package to you. If you receive a consignment that was damaged in transit and you have accepted the product in damaged packaging, then we will not be unable to replace your order without the additional charges.

 

1.4. International Delivery

We welcome our overseas customers and are happy to arrange for delivery to an address outside of the United Kingdom.

Please check any restrictions, duties, taxes and any other fees that are collected from your country before you place the order, TIANA® Fairtrade Organics Ltd will not be responsible for any external Duties and Fees. Please check whether the products are legally permitted in your country before you place an order, TIANA® Fairtrade Organics Ltd will not be responsible in the event the requested products are retained by foreign customs.

Delivery to addresses outside of the United Kingdom may take up to seven working days from the date of despatch.

Preparing your orders for dispatch we always make every effort that your order will be delivered in perfect condition. To ensure this we use additional wrapping material, strong double wall cartons and all cartons are marked “handle with take care fragile, glass, handle cartons up or down etc.”, but unfortunately we are not able to accept any responsibility or liability for products that arrived damaged.

 

2. RETURNS

We guarantee that you will enjoy the highest quality of our TIANA® Fairtrade Organics Ltd products.

If you are not satisfied with any product that you have bought, you can return the product unopened, undamaged and in its original packaging for a refund or replacement.

If you wish to cancel your order before we have dispatched your products you can notify us by e-mail, however, if your order has already shipped and you feel that it is necessary to return the products we guarantee you a refund or a replacement.

 

2.1. Cancellations

Please note that your cancellation can only be accepted prior to dispatch. In order to cancel order after your order has been dispatched you will need to follow our Returns Procedure.

In order to cancel an order, you should inform us any time up to seven days of receipt of the order by emailing enquiry@tiana.eu quoting your order number and we will advise the return address and procedure. The fully intact products unopened, unused and with the seals intact in their original undamaged packaging must be returned to us within 7 days of receipt.

The cost of both original and return postage and packing shall be borne by the customer and deducted from any refund. Refunds will be paid within 30 days of receiving the written notice of cancellation. Your statutory rights are not affected.

 

2.2. Returns Procedure

Our Guarantee is for 100% Satisfaction and we make every effort to ensure that products arrive in perfect condition. Please note that any items that are damaged in transit will be eligible for a replacement or refund.

On receipt of your order please report the problem by sending us your e-mail quoting your contact details and order number. Once your e-mail is received, we will request you to send back to us these product(s) for replacement or refund.

We will provide you with a Returns Authorisation Number. We cannot accept any return without a Returns Authorisation Number. We will only offer a refund or replacement if the product(s) are unused and unopened. They should be sent back to us within 7 days in their original packaging, however if you no longer have the original packaging, it is therefore important that you take great care in packing all of the damaged item(s) to make sure that the items are well protected.

Please make sure that you have proof of postage when sending the products back as we are not responsible for return postage or liable for lost parcel.

 

2.3. Lost or stolen returned items

We are not responsible for lost or stolen packages. We recommend that you keep proper Proof of Delivery.

 

2.4. Refund of Payment

When all the returned items are confirmed as being in the correct condition then we will process your refund.

Please note that we will only be able to refund the cost of items returned. We will not be able to refund any postage paid at the time of ordering or any postage costs incurred in returning the items. If your order was processed for the UK Free Delivery, we reserve the right to deduct the original postage cost to us from your final refund.

 

2.5. Debit / Credit Card Payments

The refund will only be applied to the card originally used for the products returned. Refunds cannot be processed to any alternate cards and no cheque payments will be made for items paid for by cards.

 

2.6. Replacement of Products

If you have requested a replacement for an unwanted or damaged product the replacement will be sent after we have received the return of the original product. We are unable to send out the replacement until we have received the original item(s).

 

Contact Us

If you have questions or comments to this Policy, you may contact us at the following: TIANA® Fairtrade Organics Ltd, Unit 9 Crystal Way, Harrow, HA1 2HP, UK / Email: info@tiana.eu