FAQs

ORDER CHANGES, RETURNS AND CANCELLATIONS 

How do I make changes to an order I’ve already placed?

Changes can be made up until your order is dispatched, simply email our Customer Service Team at help@indiangrocerystore.co.uk with your name, order number and request and they will be in touch to help you with this process. 

What is the returns policy?

We want you to be happy with our products. If for some reason you are unsatisfied with the goods you have received; we will gladly refund you the price of the product (excluding shipping) if the item(s) have been returned to us in its original condition within the refund period. 

If you wish to make a return, please email us at help@indiangrocerystore.co.uk with your name and order number within 14 working days of receiving the goods requesting a refund. Any refund requests made after the 14 day period will be denied unless the goods purchased are deemed faulty. 

You can read our full policy on our Returns Policy page. 

What do I do if I receive faulty goods?

Although we take the greatest of care to make sure that your order is sent to you undamaged, sometimes accidents happen. If you receive goods that are damaged or defective; please email us at help@indiangrocerystore.co.uk as soon as possible with your name, your order number and an image of the damaged product(s) attached. If the image that you send proves the product to be damaged or under quality, we will refund you the price of the product excluding the cost of shipping. 

We may, in certain instances, request for the faulty goods to be sent back to our nominated address before a refund can be processed, in such cases the cost of shipping will be the responsibility of Indian Grocery Store.   

You can read our full policy on our Returns Policy page. 

How do I cancel my order? 

Customers can cancel their order up until it has been dispatched. After that stage we are unable to cancel the order for you but you will have the option of returning the item(s) back to us once it has been received.  

If you wish to make a return, please provide Indian Grocery Store with written notice via email to  help@indiangrocerystore.co.uk within 14 working days of receiving the goods. You will not be charged for the cancellation of an order, but will be responsible for covering the cost of returning the goods. 

For full details on our cancellation policy please visit our Cancellation Policy page. 

SHIPPING AND DELIVERY

What are the shipping options?

UK Mainland / Channel Islands / Northern Ireland

  • 1 - 3 working days (excluding postcodes listed below)
  • 3 - 5 working days for postcodes AB25, AB31, AB33-38, AB41-56, FK17-21, HS1-9, IV1-99, KW0-14, PH15-41, PH45-99, TR21-2
  • Delivery is Monday - Friday between 9:00am to 6:00pm (excluding Bank Holidays)

Spend

Up to £50

Above £50.00

Delivery Fee

£6.50

Free

Scottish Highlands / Scottish Islands
(including postcodes: AB36-38, AB55-56, FK17-21, IV1-99, KW0-14, PA20-40, PH15-41, PH45-99, HS1-9, KA27-28, KW15-17, PA41-80, PH42-44, ZE1-3)

  • Flat Rate delivery fee of £20
  • Minimum 5 working days
  • Delivery is Monday - Friday between 9:00am to 6:00pm (excluding Bank Holidays)

Any specific timescales for delivery provided are estimates only. 

Orders placed on Friday will be processed and despatched the following Monday.

PLEASE NOTE: Due to the current Coronavirus situation, delivery of goods may be delayed.

How can I track my order? 

Indian Grocery Store uses DPD as our third party delivery service provider. You can track your order by visiting the DPD website or by downloading the DPD app.  

What if I am not at home to accept my delivery?

We understand life is busy and circumstances change. Sometimes you can no longer be home the day your delivery is due. In these instances DPD provides you the flexibility of changing your delivery date, arranging to leave your parcel delivery somewhere safe at a nominated delivery address, deliver it to your neighbour, drop it off at your local shop or picking up your goods at the DPD Depot. To check all your available options please visit the DPD Website and enter your reference number. 

What if I never received my order?

In the unlikely event that you do not receive your order we suggest contacting DPD and providing them with your tracking details. Alternatively you can also email our Customer Service Team at help@indiangrocerystore.co.uk with your name, order number and tracking details and we can help with the investigation. 

Do you have a click and collect service? 

No, we do not offer a click and collect service. Here at Indian Grocery Store, our goal is to provide you with products that you know and love, at reasonable prices, delivered to your front door.

ISSUES

I am having problems with my promotional code or I forgot to enter it. 

Because technology isn’t always perfect, sometimes you may experience technical difficulties when entering a valid promotional code. If this is the case please email our Customer Service Team at help@indiangrocerystore.co.uk and they will be in touch with a solution. However, please do keep in mind that we cannot accept promotional codes for processed orders. 

My question hasn’t been answered here, how do I best contact you? 

You can contact us by emailing help@indiangrocerystore.co.uk or by filling in the form on our Contact Us page.