Shipping Policy

Last updated: March 2026

1.1 Overview

Ismo Foodies Cash and Carry is a cash and carry business specialising in authentic African food products. Our primary service is in-store purchasing, but we also offer local delivery and, where applicable, nationwide shipping for remote orders. This policy outlines how we handle the movement of goods to our customers.

1.2 Click & Collect

Customers may place orders in advance by phone or online and collect from our store during opening hours. You will be notified when your order is ready. Please bring a valid form of ID and your order confirmation when collecting.

• Collection is free of charge.
• Orders not collected within 5 working days may be cancelled and restocked. A refund will be issued for prepaid orders.
• Perishable items must be collected within the agreed timeframe.

1.3 Local Delivery

We offer local delivery within our designated delivery zone. Availability, areas covered, and charges are confirmed at the point of order.

• A minimum order value may apply for local delivery — please enquire in store or by phone.
• We will provide an estimated delivery day where possible but cannot guarantee specific timeslots.
• We reserve the right to decline delivery requests outside our delivery zone.
• Deliveries are carried out by our own staff or an approved courier partner.
• Someone must be available to receive and sign for the delivery. If no one is available, a redelivery fee may apply.
• If the delivery address is incorrect or inaccessible, a re-delivery fee will apply.

1.4 Nationwide Shipping (Remote Orders)

For orders placed remotely (by phone or online) to be shipped outside our local delivery zone:

• Goods will only be dispatched once full payment has been received and cleared.
• We currently ship within the United Kingdom only.
• Standard delivery: 3-5 working days.
• Express delivery: 1-2 working days (where available — additional charges apply).
• These are estimates, not guarantees. We are not liable for delays caused by the courier
• Orders are not dispatched on Sundays or UK public holidays.
• Shipping charges are calculated based on weight, size, and destination and will be confirmed before order finalisation.

1.5 Packaging

All products are securely packaged to minimise damage during transit. Perishable and chilled items will be appropriately packed with insulation where applicable. It is the customer’s responsibility to store products correctly upon receipt.

1.6 Damaged or Lost Goods in Transit

If goods arrive damaged or are lost in transit, please notify us within 24 hours of the delivery date. Perishable goods must be reported within 2 hours of delivery.

• Provide your order number, a description of the issue, and photographic evidence where possible.
• We will investigate and aim to resolve the issue within 5 working days.
• Replacement, credit, or refund options will be offered subject to investigation.

1.7 Order Changes & Cancellations

You may cancel or amend your delivery free of charge, if you contact us more than 24hrs before the scheduled delivery day.

• Cancellation or significant reductions made within 24 hrs of delivery may incur a 25% restocking fee.