Shipping policy
Shipping
At Secret Savoury, we specialise in premium frozen Indian snacks delivered directly to your door.
Delivery Locations
We currently deliver to most mainland UK addresses using DPD's tracked delivery service. Certain remote locations, offshore islands, and postcode areas may be excluded from delivery. If we are unable to fulfil your order, we will contact you and issue a full refund.
Delivery Charges
Our delivery charges are:
- £6.99 for orders under £45
- £4.49 for orders between £45 and £65
- FREE delivery on orders £65 & over
Delivery charges are displayed at checkout before payment is completed.
Dispatch Schedule
Orders are typically dispatched Monday to Thursday to help ensure frozen products do not remain in transit over weekends.
Orders received after our daily dispatch cut-off may be processed on the next working day.
Delivery Times
Most orders are delivered using DPD's next-day delivery network. Once your order has been dispatched, you will receive tracking details and delivery updates directly from DPD.
Please note that delivery times are estimates and may occasionally be affected by weather conditions, courier network issues, or circumstances beyond our control.
Receiving Your Order
Our frozen products are carefully packed in insulated packaging designed to maintain product quality during transit.
Upon delivery, you should:
- Inspect your order immediately
- Transfer frozen products to a freezer as soon as possible
- Store products at -18°C or below
- Follow all storage and cooking instructions provided
Returns & Refunds
Food Products
Due to food safety regulations and the perishable nature of our products, we are unable to accept returns of food items once they have been delivered.
We do not accept returns simply because:
- You changed your mind
- You ordered the wrong product
- You no longer require the items
- You failed to be available to receive the delivery
Damaged, Incorrect or Quality Concerns
We take pride in the quality of our products. If there is an issue with your order, such as:
- Damaged products
- Incorrect items received
- Missing items
- Products arriving thawed or unsuitable for consumption
- Quality concerns
You must notify us within 24 hours of delivery.
Please email: hello@secretsavoury.com
Please ensure to include the following order information:
- Your order number
- A description of the issue
- Clear photographs of the products
- Photographs of the packaging where applicable
Claims reported after 24 hours of delivery may not be eligible for a refund or replacement. Failure to provide adequate evidence may affect our ability to process a claim.
Refund Approval
Each claim is assessed individually.
If we determine that the product was damaged, incorrect, or not delivered to an acceptable standard, we may offer one of the following remedies:
- Full refund
- Partial refund
- Replacement product
The chosen remedy will be at Secret Savoury's discretion.
Non-Refundable Situations
We cannot provide refunds where:
- Incorrect delivery information was supplied by the customer
- The parcel could not be delivered due to customer unavailability
- Products were not stored correctly after delivery
- The issue is reported more than 24 hours after delivery
- The customer simply changes their mind after receiving the order
Contact Us
For all delivery, returns, or refund enquiries, please contact:
Thank you for choosing Secret Savoury. We are committed to delivering premium frozen Indian snacks with exceptional quality, care, and service.