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Shipping Policy

Last Updated: 24 September 2026

At Kally African Foods Store, we are committed to getting your favourite African and Caribbean foods to you safely, securely and as quickly as possible.

This Shipping Policy explains how we process, package and deliver orders within the United Kingdom.

1. Where We Deliver

We currently deliver orders to addresses throughout the United Kingdom.

Delivery availability may vary for certain locations, including remote areas, islands and other areas subject to courier restrictions.

At this time, we do not offer international shipping unless otherwise stated on our website.

2. Order Processing

Orders are normally processed within 1–2 working days after payment has been successfully received.

Orders placed on weekends or UK public holidays will normally begin processing on the next working day.

During busy periods, promotions, public holidays or periods of exceptionally high demand, processing may take slightly longer. If there is a significant delay with your order, we will endeavour to contact you.

Please ensure that your delivery address, postcode and contact details are correct before completing your purchase.

3. Delivery Times

Once your order has been dispatched, typical delivery times are:

  • Standard Delivery: 2–4 working days
  • Express Delivery: 1–2 working days, where available

Delivery times are estimates and are not guaranteed unless a guaranteed delivery service has specifically been purchased.

Delivery may take longer during weekends, bank holidays, adverse weather, courier disruptions or other circumstances outside our reasonable control.

Your order confirmation and/or dispatch notification will contain the relevant delivery information and, where available, tracking details.

4. Shipping Charges

Shipping charges are calculated based on factors such as the delivery destination, order size, weight and delivery service selected.

The applicable delivery charge will be displayed at checkout before you complete your purchase.

From time to time, Kally African Foods Store may offer promotions such as free delivery above a specified order value. Any applicable promotion will be clearly displayed on our website.

5. Food Packaging and Handling

Because we sell food products, we take care to ensure that orders are appropriately packed for transportation.

Products are securely packaged to help protect them from damage, contamination and leakage during transit.

Where an order contains products requiring special handling, appropriate packaging and delivery arrangements will be used to help maintain the product's safety and quality.

6. Chilled and Frozen Products

If we offer chilled or frozen products, these may be subject to specific delivery arrangements.

Such products may require insulated packaging, cooling materials or an appropriate delivery service to help maintain the required temperature during transit.

For this reason, certain chilled or frozen products may have delivery restrictions or may only be available for delivery on selected days or to selected locations.

If you are unsure whether a particular product can be delivered to your location, please contact us before placing your order.

7. Delivery Address and Safe Place

Customers are responsible for providing a complete and accurate delivery address.

If you provide an incorrect or incomplete address, or if the courier is unable to deliver because the address cannot be located, additional delivery charges may apply.

Where the courier offers the option, you may be able to provide delivery instructions or nominate a safe place.

However, Kally African Foods Store cannot be responsible for loss, theft or damage occurring after an order has been delivered to a safe place or location authorised by the customer.

8. Missed Deliveries

If you are unavailable when the courier attempts delivery, the courier may:

  • Leave the parcel in an appropriate safe place.
  • Leave a delivery notification.
  • Deliver the parcel to a designated neighbour.
  • Take the parcel to a local collection point.
  • Attempt delivery again.

The exact procedure will depend on the courier used.

For food orders, particularly orders containing chilled or frozen products, we recommend that you provide an address where someone is available to receive the delivery.

9. Damaged or Incorrect Orders

Please inspect your order as soon as possible after delivery.

If your order arrives damaged, contains the wrong product, or an item is missing, please contact us as soon as possible.

Where appropriate, please provide:

  • Your order number.
  • A description of the problem.
  • Photographs of the packaging and affected product(s).
  • Any other information we reasonably request.

This will help us investigate the issue with the courier or our fulfilment team and determine the appropriate solution.

10. Perishable or Food-Safety Issues

If you receive a product that appears unsafe, spoiled, contaminated, significantly damaged or otherwise unfit for consumption, do not eat or use the product.

Please contact us promptly with details of the issue and, where possible, photographs of the product, packaging and delivery condition.

11. Allergens and Product Information

We take food allergies seriously.

Allergen information for applicable products is made available to customers in accordance with UK food-information requirements.

If you have a food allergy or intolerance, please check the product information carefully before placing your order.

If you require additional information about ingredients or allergens, please contact us before purchasing.

Important: Do not rely solely on previous purchases or product information you may have seen elsewhere, as ingredients and formulations can change.

12. Courier Delays

Once an order has been handed to the courier, delivery times may be affected by circumstances outside our control, including:

  • Severe weather.
  • Traffic or transport disruptions.
  • Courier operational issues.
  • Bank holidays.
  • Incorrect or incomplete delivery information.
  • High-demand periods.
  • Other unforeseen circumstances.

We will do our best to assist you in tracking and resolving delivery issues, but we cannot guarantee courier delivery times unless the selected service expressly provides a guaranteed delivery commitment.

13. Lost Parcels

If your order appears to be lost in transit, please contact us.

We will work with the relevant courier to investigate the shipment and, where appropriate, arrange a replacement or other suitable resolution in accordance with applicable consumer rights.

14. Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible after placing the order.

We will try to accommodate your request where the order has not yet been processed or dispatched.

Once an order has been dispatched, it may no longer be possible to make changes or cancel the shipment.

Because food products can be perishable or may have health and hygiene considerations, certain products may be excluded from cancellation or return rights where permitted by applicable law.

15. Delivery Confirmation

A delivery may be considered completed when the courier records the parcel as delivered to the delivery address or an authorised safe place.

Where tracking is available, customers may receive a tracking number or delivery notification from the courier.

16. Contact Us

If you have any questions about delivery, your order or this Shipping Policy, please contact Kally African Foods Store through our Contact Us page or the customer-service details provided on our website.

We are happy to assist with questions regarding delivery areas, delivery times, tracking and individual orders.

Kally African Foods Store
African & Caribbean Foods | UK Delivery

This Shipping Policy may be updated from time to time to reflect changes to our delivery services, couriers, products or applicable requirements.