Shipping policy

SHIPPING & DELIVERY POLICY

ABOUT THIS POLICY

This Shipping & Delivery Policy applies to orders placed online with Christmas Supermarket Limited.

We understand that during the Christmas season, receiving your order on time is particularly important. We therefore carefully monitor our delivery services and Christmas delivery schedules throughout the season.

This policy should be read together with our Terms of Service and Online Returns & Refund Policy.

1. OUR DELIVERY PARTNERS

Christmas Supermarket Limited works with a number of established shipping, courier and delivery companies.

We do not necessarily use the same delivery company for every order.

We select delivery services taking into account factors including:

  • the customer's delivery location;
  • the size, weight and nature of the order;
  • the delivery service selected;
  • expected delivery performance in the relevant area;
  • customer feedback and carrier performance;
  • available delivery schedules and capacity;
  • service ratings;
  • price and cost effectiveness; and
  • any particular shipping requirements associated with the order.

This allows us to select an appropriate delivery service for each order rather than relying on a single carrier throughout the Christmas season.

2. DELIVERY OPTIONS AND CHARGES

Available delivery options and applicable charges will be displayed during checkout before you place your order.

Delivery options may vary depending on your delivery address, the products ordered, parcel size or weight, the time of year and carrier availability.

The total delivery charge applicable to your order will be displayed before you submit and pay for your order.

We may add, remove or change the delivery services available for new orders as carrier availability and Christmas schedules change throughout the season.

Any such changes will not retrospectively increase the delivery charge for an order that we have already accepted.

3. DELIVERY TIMES

Estimated delivery times will be displayed on our website, at checkout and/or in your order information where applicable.

Unless we expressly state otherwise, delivery times are estimates rather than guaranteed delivery dates.

We will take reasonable steps to dispatch orders promptly and within the delivery arrangements communicated to you.

Unless a different delivery period has been agreed with you, goods will be delivered without undue delay and within the period required by applicable UK consumer law.

4. CHRISTMAS DELIVERY

We understand that many products purchased from Christmas Supermarket Limited are required specifically for Christmas.

Throughout the run-up to Christmas, we therefore monitor the Christmas delivery schedules and performance of the delivery companies available to us on a daily basis.

We use this information to determine when we can reasonably continue accepting online orders for delivery before Christmas Day.

Our assessment may take into account:

  • carrier Christmas schedules and published cut-off dates;
  • the customer's delivery area;
  • the delivery services available to that area;
  • expected parcel volumes;
  • carrier capacity;
  • recent carrier performance;
  • adverse weather or disruption;
  • the time required for us to process and dispatch an order; and
  • other circumstances reasonably likely to affect delivery before Christmas.

Because these factors can change during the Christmas period, our final Christmas ordering date may vary from year to year.

5. OUR LAST ORDER DATE FOR CHRISTMAS DELIVERY

We will continue accepting online orders while we reasonably believe that the available delivery services can fulfil the delivery arrangements offered on our website.

As Christmas approaches, we will review carrier schedules and delivery conditions regularly.

When we reach the point at which we can no longer offer delivery before Christmas on the basis stated at checkout, we will stop accepting orders for the season.

Our online store will then close for new orders until the following Christmas season.

The date on which this happens will depend on the delivery information and circumstances available to us at the time and therefore may change from year to year.

Where appropriate, we may stop accepting orders for certain delivery areas or delivery services earlier than others if the available carrier information indicates that Christmas delivery is no longer available for those areas or services.

6. CHRISTMAS DELIVERY INFORMATION AT CHECKOUT

The delivery information presented when you place your order is important.

Where we expressly offer a delivery service as providing delivery by or before Christmas and you place your order within the applicable cut-off, we will use the delivery service and arrangements appropriate to that commitment.

Where delivery before Christmas is not expressly offered or agreed, any general delivery estimate should not be interpreted as a guarantee of delivery before Christmas.

We therefore recommend checking the delivery information shown at checkout carefully before placing your order.

7. ORDERS ALREADY ACCEPTED WHEN THE ONLINE STORE CLOSES

Closing our online store to new orders does not cancel orders we have already accepted.

We will continue processing and dispatching accepted orders in accordance with the delivery arrangements applicable to those orders.

The seasonal closure of the online storefront also does not affect your statutory consumer rights or our responsibilities concerning existing orders, cancellations, returns, refunds, faulty goods or non-delivery.

Customers can continue to contact us after the store has closed for new orders at:

info@christmassupermarket.co.uk

8. DELIVERY DELAYS

Although we carefully monitor delivery performance, delays can occasionally occur because of circumstances outside our reasonable control.

These may include:

  • severe weather;
  • transport disruption;
  • unusually high Christmas parcel volumes;
  • carrier network disruption;
  • strikes or industrial action;
  • road closures;
  • accidents;
  • technical or operational failures; or
  • other events outside our reasonable control.

Where we become aware of a significant problem affecting your order, we will take reasonable steps to keep you informed where appropriate and work with the relevant delivery provider to resolve the issue.

Nothing in this section removes or restricts any rights you may have under UK consumer law where goods are not delivered within an agreed or legally required period.

9. WHERE CHRISTMAS DELIVERY IS ESSENTIAL

If delivery before Christmas is essential to you, please select an available service which we expressly state is intended for delivery before Christmas and place your order before the applicable cut-off.

Where delivery by an agreed date forms part of our contract with you, your legal rights concerning late delivery are unaffected by this policy.

If an order is not delivered within an agreed period and the timing of delivery was essential, you may have rights under the Consumer Rights Act 2015, depending on the circumstances.

Please contact us at:

info@christmassupermarket.co.uk

if you have a problem concerning an overdue Christmas order.

10. TRACKING

Where tracking is available for your chosen delivery service, tracking information will normally be provided after your order has been dispatched.

Tracking information may be supplied directly by us or by the delivery company.

Tracking updates are provided by the relevant carrier and there can occasionally be a delay between a parcel moving through the carrier's network and the tracking information being updated.

11. DELIVERY ADDRESS

You are responsible for providing a complete and accurate delivery address when placing your order.

Please check your delivery details carefully before submitting your order.

If you notice an error after placing your order, contact us as soon as possible at:

info@christmassupermarket.co.uk

We will try to correct the delivery information where reasonably possible, but we cannot guarantee that an address can be changed once an order has entered the dispatch or carrier network.

Nothing in this section affects any responsibility we have where a delivery problem has been caused by us.

12. FAILED DELIVERY ATTEMPTS

Where a carrier is unable to complete delivery, it may:

  • attempt delivery again;
  • leave the parcel at an agreed or appropriate location where permitted;
  • deliver it in accordance with delivery instructions;
  • redirect it to a collection point; or
  • return the parcel to us.

The options available depend on the carrier and delivery service used.

Customers should follow any instructions or tracking information supplied by the relevant carrier.

If an order is ultimately returned to us following an unsuccessful delivery, please contact us so that we can determine the appropriate next steps.

13. LOST OR MISSING PARCELS

If tracking information indicates that your parcel has been delivered but you have not received it, or your parcel appears to be significantly overdue, please contact us at:

info@christmassupermarket.co.uk

Please provide your name and order number so that we can investigate with the relevant delivery company.

Our use of a third-party courier does not transfer our statutory responsibilities to that courier.

For consumer orders, the goods generally remain at our risk until they come into your physical possession, or the physical possession of a person you have identified to receive them, subject to the applicable statutory exceptions.

You should therefore contact Christmas Supermarket Limited about a missing order rather than being required to resolve the matter directly with the courier.

14. DAMAGED PARCELS

If your order arrives damaged, please contact us as soon as reasonably possible at:

info@christmassupermarket.co.uk

Please provide your order number and, where reasonably possible, photographs of the parcel, packaging and affected products. This information can help us investigate the damage with the delivery company.

Providing photographs does not replace or restrict your statutory rights.

Please retain damaged packaging where reasonably possible until we have advised you whether it is required for the investigation.

15. RETURNS

This policy relates primarily to the delivery of your order.

Your rights concerning cancellation, returns, faulty goods and refunds are explained separately in our Online Returns & Refund Policy.

For qualifying online purchases, consumers generally have 14 days after receiving the goods to tell us that they wish to cancel, followed by a further 14 days to return the goods.

The closure of our online store to new orders or the closure of our physical store after Christmas does not end or restrict these statutory rights.

16. RETURN SHIPPING

For ordinary change-of-mind cancellations, the customer is responsible for the direct cost of returning the goods where this has been properly communicated before the contract is entered into.

Different arrangements apply where goods are faulty, damaged, incorrectly supplied or otherwise do not conform to your statutory rights.

Please see our Online Returns & Refund Policy for full details.

17. OUR SEASONAL CLOSURE

Christmas Supermarket Limited is a seasonal business.

Our physical retail store closes for the season on 24 December.

Our online store may close to new orders earlier than 24 December when, based on the delivery services available to us, we reach the point at which we can no longer offer the Christmas delivery arrangements stated at checkout.

The exact online closing date may therefore vary each year.

Seasonal closure does not affect orders already accepted or customers' statutory rights.

After seasonal closure, customers with existing orders, cancellations, returns, refunds, faulty goods or delivery enquiries can continue to contact:

info@christmassupermarket.co.uk

18. CONTACT AND COMPANY INFORMATION

Christmas Supermarket Limited
Registered in England and Wales

Company Registration Number: 03097295
VAT Registration Number: 384 0304 15

Registered Office:
22 West Green Road
London
N15 5NN
United Kingdom

Email: info@christmassupermarket.co.uk

YOUR STATUTORY RIGHTS

Nothing in this Shipping & Delivery Policy excludes, restricts or affects your statutory rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or other applicable consumer protection legislation.