DELIVERY & RETURNS

4.1 Delivery times listed or stated are estimates only.

Delivery times are estimates only. A third-party delivery courier might not be able to offer a specific delivery hour/time. 'Samis Online/DHL/Parcelforce' will notify the customer of the delivery date and when the order has been dispatched. A reference to track the order may be provided.

4.2 Delivery Address and Schedule

Estimated delivery days and times will be as specified on the delivery check-out page on the website and will be made to the address specified by you when you register on the website unless you change your delivery address at the check-out stage. We reserve the right to restrict or entirely remove certain areas from our delivery schedule.

4.3 Products are subject to availability and prevailing market conditions.

Products are subject to availability and prevailing market conditions. We may limit quantities of goods (especially those on special offer) if the order quantity jeopardizes availability for other customers. In cases of non-availability, a reasonable substitute may be offered, which could affect the price. You have the right to reject any substitute item and receive a refund for the charged amount. We will identify substitute items at the time of delivery and provide an opportunity to accept or reject them.

4.4 We will always try to supply you with the full quantity that you have ordered.

We will always try to supply you with the full quantity that you have ordered. If goods delivered are incomplete or incorrect, you must notify us promptly. You will not be charged for any incorrect goods. Our liability is limited to the price of the incorrectly delivered goods and the cost of delivery.

4.5 Delivery Availability and Missed Deliveries

It is your responsibility to ensure an appropriate person is available at the delivery address during the delivery slot. A signature may be requested for goods on delivery. If no one is at the address, goods will be retained by DHL/Parcelforce. Due to COVID restrictions, DHL/Parcelforce may not leave a delivery card, but you can track your order via a reference number (received by text or email) for reschedule updates. samisonline.com will not accept liabilities from missed deliveries, especially due to the nature of goods being fresh/frozen alongside dry ones. Also refer to section 1.7.

4.6 Adverse Weather and Cancelled Deliveries

Adverse weather or other events outside of reasonable control may cause late or cancelled deliveries. In such cases, we will endeavor to contact you to reschedule delivery time and date. Our liability is limited to the price of goods not delivered and the cost of delivery, subject to clause 9.1.

4.7 Failure to be Present for Delivery

If you fail to be present for delivery, we are entitled to charge the full price of perishable items in the order and the cost of delivery.

4.8 Unattended Deliveries

Samis Online/DHL/Parcelforce typically requires an appropriate person to receive deliveries. If you instruct us to leave a delivery unattended, Samis Online/DHL/Parcelforce expressly disclaims all liability for any issues arising from the unattended delivery. This includes, but is not limited to, theft, tampering, contamination, and any change in temperature affecting items that need to be kept chilled or frozen.

4.9 Order Processing and Delivery Times

Orders placed between Monday and Thursday before 12 pm will be processed and delivered the next day. For Saturday delivery, all orders must be placed by 10 am on Friday.

4.10 Frozen Products and Delays

The current delivery structure is next-day with ambient logistics. This means frozen products may not arrive frozen, especially if there is a delay. The packaging is designed to keep products cool, fresh, and safe for consumption. If a longer delay occurs and products become unusable, please email online@samisonline.com for assistance.

4.11 Customer-Initiated Delivery Changes

If you re-arrange, redirect, cancel, reject, or refuse your delivery with the delivery partners (DHL/Parcelforce/DPD) without prior notification and acceptance from Samis Online, Samis Online will not accept any liability for any continued delay or spoilage of fresh/frozen products that may result from the extended delivery period.

4.12 Logistics Challenges

Deliveries may occasionally take longer than expected due to challenges in logistics. Samis Online apologizes for any inconvenience this may cause and thanks you for your continued support and patronage.

4.13 Saturday Deliveries

Specific deliveries on Saturdays are now available for customers who prefer to receive orders on that day. This can be enabled by selecting "Saturday" as the preferred date on the checkout page before placing an order. However, this service is not available for Belfast and Guernsey and attracts an extra delivery charge.

4.14 Thursday Cut-off Times

Orders placed after 12 pm (which is the cut-off time) on Thursday will be processed the following Monday.

4.15 Customer Service Response Times

Calls or emails received after 12 noon on Friday may not be responded to until the next Monday. Our admin team's closing hours are: 5 pm from Monday to Thursday, and 12 pm on Fridays. Calls and emails are not monitored after these specified times.

Delivery Information

We aim to deliver the following working day if the order is received by 11am.
There may be circumstances beyond our control that may slow down delivery. You will be notified accordingly.
Our delivery fleet ensures fresh products reach you directly with temperature-controlled vans.
Click and Collect is available - order online and pick up from our store at a convenient time.

Returns Information

Non-perishable items can be returned within 7 days in good condition for a refund.
Perishable items can only be returned if there was an error in sending or if the item was defective.
Contact customer service at online@samisonline.com for returns.
Items must be returned with original packaging and all tags intact.
Shipping and delivery costs incurred will not be refunded.