Delivery, Collection & Returns
DELIVERY, COLLECTION & RETURNS
These terms explain how Online Convenience Store UK handles orders, delivery, collection, cancellations and returns. They apply to purchases made by consumers through our online store.
Please read them before ordering. Nothing in these terms removes or restricts your statutory consumer rights.
PRICES, PAYMENT & ORDER ACCEPTANCE
Product prices include VAT where applicable. Delivery is charged separately, with the available services and charges shown before you complete payment.
Payment must be completed using an accepted checkout payment method before an order can be dispatched or collected.
Your order is an offer to purchase. An order acknowledgement confirms that we have received it; acceptance takes place when we dispatch your order or, for Click & Collect, confirm that it is ready for collection.
If we cannot accept or fulfil an order, we will notify you and refund any payment taken for the goods we cannot supply. Any associated delivery charge will be refunded where applicable.
Prices and promotions on this website may differ from those offered through other sales channels. The price shown and agreed at checkout applies to your order.
PRODUCT AVAILABILITY & SUBSTITUTIONS
We work to keep product availability accurate. Occasionally, an item may become unavailable after an order is placed.
If this happens, we will contact you about the affected item and explain the available options, which may include an agreed alternative, waiting for availability or receiving a refund.
We will not substitute a different product without your agreement. Any purchase-quantity limits will be shown before you complete your order.
Please contact us promptly if you need to amend an order. We cannot guarantee changes once preparation or dispatch has begun, but this does not remove any cancellation rights explained below.
DELIVERY OPTIONS & CHARGES
We offer delivery to mainland England, Scotland and Wales, subject to the delivery restrictions communicated before purchase.
Delivery charges are calculated at checkout using the combined order weight and the selected delivery service.
Our standard services are:
Royal Mail Tracked 48
Estimated delivery: normally 2–4 working days after dispatch.
Royal Mail Tracked 24
Estimated delivery: normally 1–2 working days after dispatch.
These are delivery estimates, not guaranteed arrival dates. Dispatch time is separate from the carrier’s delivery time. Any expressly agreed delivery commitment will still apply.
Additional delivery options, where available and suitable for your order, will be shown at checkout with their relevant conditions.
Tracking details will be supplied for tracked orders once dispatched.
DISPATCH & PROCESSING
We aim to dispatch orders placed and paid for before 11:00am, Monday to Friday, on the same day, subject to product availability and completion of any necessary checks.
Orders placed after the cut-off will be processed on the next available dispatch day. We do not dispatch on Sundays or public holidays. Any product-specific processing estimate shown before purchase also applies.
If an unexpected delay affects your order, we will contact you and explain your options.
Unless a different delivery period has been agreed, goods will be delivered without undue delay and within 30 days of the contract being formed. This does not replace any earlier agreed delivery deadline or your legal rights if delivery is late.
CLICK & COLLECT
Click & Collect is available for orders placed and paid for online.
Choose an available collection option at checkout. Please wait for our ready-for-collection confirmation before travelling. This confirmation will include the designated collection point, address, collection arrangements and any instructions.
An order acknowledgement is not confirmation that your order is ready.
Please bring your order number and suitable identification. Age-restricted goods require appropriate proof of age.
If you cannot collect at the agreed time, please contact us to arrange an alternative.
Online availability does not mean that an order is immediately ready at the collection point. Returns should be sent to our designated returns address, not taken to a collection point unless we have specifically arranged this.
Eligible Click & Collect orders placed and paid for online have the same statutory change-of-mind cancellation rights described below.
RECEIVING YOUR DELIVERY
Please check that your delivery address and contact details are correct before paying. Notify us immediately of any error. We will try to assist, but an address change may not be possible after dispatch.
If delivery is attempted while nobody is available, follow the carrier’s tracking or delivery instructions to arrange redelivery or collection.
If an order is returned to us as undeliverable, we will contact you about the next steps. Any proposed redelivery charge will be explained and agreed before resending. Refunds and any deductions will be handled in accordance with your legal rights; postage is not automatically forfeited.
Where we arrange the carrier, responsibility for the goods remains with us until they are received by you or a person you have nominated to receive them. A tracking status alone will not automatically settle a disputed-delivery claim.
ALCOHOL & AGE-RESTRICTED PRODUCTS
You must be at least 18 to purchase alcohol or other products marked 18+.
We may carry out age checks when processing your order, at collection or through the delivery carrier. An adult aged 18 or over must receive age-restricted goods.
Under Challenge 25 principles, a recipient who appears under 25 may be asked for valid photographic proof of age, such as a passport or driving licence. The carrier’s accepted-document requirements apply.
Age-restricted goods will not be handed over where the required age checks cannot be completed. Please contact us if a delivery or collection is refused so that we can explain the next steps.
MISSING, DAMAGED, INCORRECT OR DISPUTED DELIVERIES
Please contact us as soon as reasonably possible if your order is missing, incomplete, damaged, incorrect or shown as delivered when you have not received it.
Provide your order number, a description of the issue and any relevant evidence reasonably available to you.
We may request photographs of the item, packaging, delivery label, seals or batch details, together with information needed to investigate the delivery. Please retain the goods and packaging where safe and practical until we advise whether they are needed.
Do not consume a product that appears damaged, contaminated or tampered with. Do not post broken glass, leaking goods or other unsafe items without first obtaining appropriate return instructions.
We may investigate with the carrier and review relevant tracking, delivery photographs, delivery-location information and order records. We will consider the available evidence fairly and may ask you for clarification.
Carrier investigations can take several weeks. We will keep you informed and, if the matter remains unresolved, provide a progress update no later than 28 calendar days after your initial report.
That investigation period is not a waiting period for statutory refunds or replacements. Any remedy legally due will be provided within the applicable timescale and will not depend on us first receiving compensation from the carrier.
Our request for prompt reporting helps us investigate and does not impose an additional deadline that removes your statutory rights.
CHANGING YOUR MIND: CANCELLATION RIGHTS
For most online purchases, you may cancel without giving a reason from the time you order until 14 days after the day you, or your nominated recipient, receive the goods.
Where several goods from one order are delivered separately, the cancellation period normally runs from receipt of the last item.
To cancel, tell us clearly using our published customer-service contact details. You may use email, our Contact Us form or another clear statement. Please include enough information to identify your order.
You do not need our permission or a returns-reference number to exercise a statutory cancellation right.
After telling us that you wish to cancel, send the goods back without undue delay and within a further 14 days, unless we have agreed to collect them.
Cancellation can still be exercised after dispatch where the statutory right applies. We may be unable to stop the parcel in transit, in which case we will explain the return arrangements.
The exceptions below apply to certain products.
CHANGE-OF-MIND RETURNS: ORIGINAL CONDITION
Items returned because you have changed your mind must be the original goods supplied by us, returned in their original condition, complete with their contents and any supplied accessories or components, and securely packed.
This requirement is subject to your right to handle goods only as reasonably necessary to establish their nature, characteristics and functioning, as you could in a shop. Opening an outer delivery box does not, by itself, remove your cancellation rights.
To preserve the goods’ condition and value, do not use, consume, dilute, refill, replace the contents of, deliberately damage or otherwise alter an item you intend to return. Keep product labels, closures and tamper-evident seals intact unless opening them is reasonably necessary for the permitted inspection.
For food and drink, consuming or tasting a product will normally go beyond the inspection needed for a change-of-mind return. This does not prevent you reporting a fault that became apparent on opening or using it.
If handling beyond the permitted inspection reduces an item’s value, we may make a deduction reflecting the actual reduction in value, where the law allows.
Any deduction will be assessed individually and explained. It will not be an automatic penalty. Where the evidence shows that the goods have lost all their value through such handling, the deduction may be up to the full price of those goods.
These condition requirements do not prevent a valid claim concerning goods that were faulty, damaged, incorrect or not as described when supplied.
PRODUCTS EXCLUDED FROM CHANGE-OF-MIND CANCELLATION
Statutory exceptions apply to certain goods, including:
• Goods liable to deteriorate or expire rapidly, such as relevant fresh, chilled or frozen perishables.
• Sealed goods genuinely unsuitable for return for health-protection or hygiene reasons once unsealed after delivery.
• Goods made to your specifications or clearly personalised, where offered.
• Goods that become inseparably mixed with other items after delivery.
An exception will only be applied where its legal conditions are met. We do not treat every food product, every alcoholic drink or every opened package as automatically excluded.
Obtaining a normal catalogue product from a supplier specifically to fulfil your order does not, by itself, make it a personalised product.
These exceptions do not remove your rights where goods are faulty, damaged or not as described.
RETURN ADDRESS, PACKAGING & POSTAGE
Please contact us before posting a return so that we can confirm the correct return address and any necessary packing instructions. This is to assist the return, not a requirement to obtain permission to cancel.
Use the designated returns address published in our contact information or otherwise supplied by us. Do not assume that a collection point is also a returns address.
Please include your order number, name or other information identifying the purchase.
Use the original protective packaging where available and suitable, or equivalent packaging that adequately protects the contents. The exact outer delivery box is not compulsory.
Glass bottles must be protected against impact and movement. Liquids must be securely closed and packed against leakage. Use a carrier that accepts the contents and follow its packaging and restricted-goods requirements.
For change-of-mind returns, you are responsible for the direct return-postage cost unless we agree otherwise. A tracked service is recommended, and you should retain proof of posting.
Where goods are faulty, incorrect, damaged on arrival or otherwise do not meet your statutory rights, we will arrange or pay the reasonable return costs where required by law.
We do not impose a restocking or administration fee for exercising a statutory cancellation right.
RETURN INSPECTIONS & SUSPECTED TAMPERING
We may inspect returned goods and compare them with available order and dispatch records, including product identity, contents, seals, batch information, photographs and parcel details.
Please return the actual goods supplied. Returning a different item, substituting contents or deliberately altering a product will be investigated.
Where a discrepancy is identified, we will explain it and give you an opportunity to respond. Depending on the evidence, we may decline a claim that is not valid or apply a deduction permitted by law.
We will not reject a genuine claim merely because tampering is suspected, and our checks will not be used to avoid statutory refund deadlines.
Damage or alteration caused by the customer is considered separately from a fault or damage present when the goods were supplied.
REFUND AMOUNTS & TIMESCALES
For a valid change-of-mind cancellation, we will refund the amount paid for the cancelled goods, subject only to lawful deductions.
When the whole eligible order is cancelled, we will also refund the standard outbound delivery charge. If you chose a more expensive delivery service, we are not required to refund the additional amount above the least expensive standard delivery option offered for that order.
Where goods are being returned and we have not offered to collect them, we will refund without undue delay and no later than 14 days after receiving the goods back or receiving evidence that they have been sent back, whichever is earlier.
Where the law does not permit us to wait for goods or evidence of return, the applicable refund period runs from notification of cancellation.
Refunds will be made using the original payment method unless you expressly agree otherwise. No refund-processing fee will be charged.
FAULTY, DAMAGED OR INCORRECT GOODS
We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described.
Your rights concerning faulty, damaged or incorrect goods are separate from change-of-mind returns. You do not lose those rights simply because you opened or reasonably used an item before discovering a problem, or because you no longer have the original packaging.
You normally have a 30-day short-term right to reject goods that do not meet the statutory requirements. A shorter period can apply to goods reasonably expected to perish sooner. Other remedies, including repair, replacement, price reduction or a refund, may remain available after that period, depending on the circumstances.
Where a refund is due following a valid rejection, we will provide it without undue delay and within 14 days of agreeing your entitlement. We will not unreasonably delay that assessment.
You may provide reasonable evidence of purchase; an original paper receipt is not the only acceptable proof.
PRODUCT INFORMATION, INGREDIENTS & PACKAGING
We take reasonable care to describe products accurately. Manufacturers may change packaging, ingredients and product information over time.
Please read the product label before use or consumption, particularly where you have an allergy or dietary requirement. If you need clarification before ordering, contact us.
A dietary description such as vegan or vegetarian does not necessarily mean that a product is free from allergens. Product descriptions and search results are not a substitute for individual medical advice.
Packaging artwork may differ where the product still matches the agreed description. We will seek your agreement before supplying a material difference, such as a different product, size, specified vintage or advertised alcohol strength.
These statements do not exclude our responsibility for accurate descriptions, required product information or goods that do not match the contract.
CONTACT, COMPLAINTS & YOUR RIGHTS
For delivery, collection, cancellation, return or product enquiries, use the customer-service details on our Contact Us page. Include your order number where available.
We will consider complaints fairly, explain any information reasonably needed and work to resolve genuine problems promptly.
These terms are governed by the law of England and Wales, without removing mandatory consumer protections or rights to bring proceedings in the part of the United Kingdom where you live.
Nothing in these terms excludes liability that cannot lawfully be excluded or restricts your statutory rights.
Any future changes to these terms apply to future orders and do not retrospectively reduce the rights attached to an order already placed.