Shipping Methods
Products that can be shipped are limited to Ambient Products ONLY, excluding fresh fruits and vegetables, meat, seafood, baked, and frozen products. Please check to see if your order contains non-shipable products before placing an order.
The pictures of the product packaging on the website are for reference only, and based on real objects. We will try to update the pictures of the product packaging in time, but different outer packaging cannot be a reason for return or exchange. (The manufacturer will update the outer packaging in different batches from time to time, and there will be a delay in the update of the product pictures on the website). Thank you for your understanding and support.
After the order is successfully placed, the package will be dispatched within 3 working days.
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The Dispatching Date is the day your order will leave our warehouse. This is not included in the estimated delivery time. When the parcel gets dispatch you will receive an email from us to confirm that your parcel has left the warehouse.
we only delivery in the UK Mainland (England) area.
Shipping Policy
Courier: DPD/ EVRI
Dispatched order: The courier will notify you (customer) by email or SMS.
Address amendment:
First of all, the buyer has the responsibility to make sure the shipping address, telephone number and email has been enter correctly when filling out the information. If you do require changing the designated address for the order, you must notify us by email/ telephone about the change you want to make. It is free of charge if the parcel has not been dispatch. In the occasion of order has been dispatched, the buyer has to pay for the cost to get the parcel deliver to the right address.
Customers are responsible to pay for re-delivery charge if the courier failed to deliver due to no one at home to sign for parcel. Extra postage cost also occurs when up to 3 attempts of failed delivery. The additional cost includes the cost of the return parcel and the cost of the re-delivery, please see below for more details:
Additional Costs:
- 1. If you need to make changes to the shipping address, it is free of charge if the parcel has not been dispatch. In the occasion of order has been dispatched from the warehouse, the buyer has to pay for the cost to get the parcel deliver to the right address. £6.50 *Customer will need to notify Couriers' customer service for the change of delivery address.
- Parcel has been returned to seller due to wrong delivery address. The buyer has the reasonability to pay for all the cost associate with it. This caused parcel return to seller, it is buyer’s reasonability to pay for the cost associated with the return of the parcel:£6.50
- If the buyer is unable to sign for parcel after 3 attempted deliveries has been made by courier and did not notify courier. This caused parcel return to seller, it is buyer’s reasonability to pay for the cost associated with the return and with re-delivery of parcel : £6.50
Return & Refund Policy
To ensure a pleasant shopping experience for all KHEGO customers, our shipping process follows strict standard operating procedures (SOP). At the same time, we also have extremely high expectations and requirements for our courier companies. All parcels sent by KHEGO are accompanied by the tracking number and logistics delivery notice (SMS or email). If there is any problem during the delivery, please contact us as soon as possible our team will do their best to investigate the matter and solve your problem in a short time, please contact us via email -customerservice@khoriental.co.uk
You can return your order within 15 days after the delivery of your order. Please contact us as soon as possible if you would like to return an unwanted item,Please note that any postage costs incurred when returning your items during this period will be at your own cost, unless the item is damaged, or was sent in error. If an order was placed with a promotional discount, this may affect the amount we refund you.
It should be noted that, if the product is not faulty or damaged, KHEGO will not accept returns under the following conditions:
- The item has already been opened and used
- Any discounted goods
- Any damaged or missing goods are not promptly notified to KHEGO within 2 days after receipt of the goods [subject to the logistics company's delivery record]
All returned goods must be guaranteed unopened and unused. This provision does not affect your legal rights as a consumer. KHEGO does not accept third party returns other than those of the purchaser. To submit a return request, please contact customer service at customerservice@khoriental.co.uk and attach the order number and a full description of the item(s) in the email.
After KHEGO agrees to your refund request, please return the item to the following address:
KH Oriental Food（KHEGO）
12, New Era Square,
Boston St,
Sheffield
S2 4BF
+44 (0)114 272 9888
Defective Items
The package may be damaged in transit. If you receive a faulty product, please contact customer service at customerservice@khoriental.co.uk and attach the order number and evidence of damage (photos of the parcel package and thedamaged items). As soon as you receive a broken package, contact us so that we can arrange a return/refund or replacement.
*Be aware that you may be asked to return damaged items. If this is the case, the cost of postage for any return will be covered by KHEGO.
Missing or Incorrect items
If you find any items that you cannot find in the package, please take the following steps first:
Please check your packing list carefully to see if any of your items are marked out of stock. – If the item is out of stock, the refund will be processed in 5 working days.
The parcels delivered by KHEGO are packaged in environmental-friendly shockproof buffer paper. Please carefully check the contents of the goods in the buffer paper package as some pocket-size items may hide inside the buffer paper.
If your product is not correct, please contact us as soon as possible, we will promptly return the correct product to you alternatively you can request a refund for the missing item.
*Be aware that you may be asked to return incorrect items. If this is the case, the cost of postage for any return will be covered by KHEGO
Cancel or Amend your order
Please contact us by email before the order is shipped and we will cancel or modify it immediately. No cancellations or modifications will be accepted after the order is shipped. If a package is returned or lost due to a change of address, KHEGO will not compensate.
Undeliverable parcel due to incorrect or restricted shipping address
If the package is returned because you provide the wrong address, especially with a wrong postcode (zip code), KHEGO will deduct the full cost of the delivery and other associated cost from the refund amount.