Click & Collect Policy

1 Introduction

Judith Ethnic Food Store Ltd offers a Click & Collect service to provide customers with a convenient way to order products online and collect them from our store. This policy explains how our Click & Collect service works, including placing an order, collection arrangements, identification requirements, handling of food products, and cancellations and refunds.

2 How Click & Collect Works

1. Browse available products on judithethnicstore.co.uk.
2. Add products to your basket.
3. Select Click & Collect at checkout (where available).
4. Complete payment.
5. Receive an order confirmation.
6. Collect your order from our store.

3 Order Confirmation

After placing an order, customers will receive confirmation containing your order number, collection details, collection instructions, and available collection time. An order confirmation does not mean the order has been collected or completed until the goods have been prepared.

4 Collection Times

Customers should collect orders during the stated collection hours. Collection times may vary depending on store opening hours, order volume, product availability, and special circumstances. Please wait for confirmation that your order is ready before travelling to collect it.

5 Collecting Your Order

When collecting your order, you may be asked to provide:

• order confirmation;
• order number;
• name used for the order;
• identification where necessary.

This helps protect customers from unauthorised collection.

6 Someone Else Collecting Your Order

If another person collects your order on your behalf, they may need your permission, order confirmation, and their own identification where required. We reserve the right to refuse collection where we cannot verify the person collecting the order.

7 Food Safety and Storage

Food products are prepared and stored according to appropriate food safety requirements. Customers are responsible for collecting orders promptly, transporting products appropriately, and storing products correctly after collection. For chilled and frozen products, collection should not be unnecessarily delayed and products should be placed into suitable storage as soon as possible.

8 Substitutions

If an ordered item becomes unavailable, we may contact you regarding a replacement, remove the item and refund the amount paid, or offer an alternative product with your agreement.

9 Changes or Cancellation of Orders

Customers should contact us as soon as possible if they wish to cancel an order, amend collection details, or change products. Once an order has been prepared, cancellation may not always be possible, particularly for fresh food, chilled products, or frozen products.

10 Uncollected Orders

If an order is not collected within a reasonable timeframe, we may contact the customer, reschedule collection, or cancel the order. For food safety reasons, perishable items may need to be disposed of if they cannot be safely stored.

11 Missing or Incorrect Items

If your Click & Collect order contains missing items, incorrect products, or damaged goods, please notify a member of staff before leaving the store where possible. We will investigate and provide an appropriate solution.

12 Refunds

Where a refund is approved, it will normally be made using the original payment method. Processing times may depend on your payment provider. Please see our Returns & Refund Policy for further information.

13 Contact Us

14 Changes to This Policy

We may update this Click & Collect Policy from time to time. The latest version will always be available on judithethnicstore.co.uk.