Term & Conditions

 Terms & Conditions

1.Exotic E Store reserves the right to withdraw, substitute, change any products , price and descriptions wihtout notice.

2. Whilst we try our best to ensure all stock levels on the website are correct, occasionally products on an order may be out of stock.  If so, your order maybe delayed or released when the product is back in stock.  In such cases, Exotic E store will contact you to inform you and discuss further.

3. Images on the website are for illustration purposes only and the actual product received may differ.  

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 Cancellation Policy

 

In the unlikely event that you should wish to cancel your order, please email on info@exoticEstore.com with your order number. Please see below for further details based on your requested shipping option.

Click and collect orders

Orders can be cancelled 24 hours before the requested collection time and date.

Example:

Requested collection time 1pm 26th July

Order must be cancelled before 1pm 25th July.

Orders cannot be cancelled after the collection time.

Orders not collected within 48 hours of the requested collection date and time will be refunded. Please note orders not collected will be charged a 20% re-stock charge. All perishable items are non refunadble. 

Delivery orders

Customers can request for the order to be cancelled by emailing info@exoticEstore,com.  However if the order has been dispatched, we will be unable to cancel your order and you must refer to the return policy.

We will be in touch to confirm your order cancellation.

Please allow upto 5 working days for refunds to show on the bill payers statement.

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At present  Exotic 'E' Store offers a free of charge convenient 'Click and Collect' service, a '1-2 Business Day Delivery', 'Saturday Delivery' and 'Next Business Day befor 2pm' service.

It is highly recomended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.

Click and Collect Process 

Our collection point is 734-736 Oxford Road, Reading, Berkshire, RG30 1EH.  

The opening times are Monday to Saturday from 12pm to 6pm.

Orders placed Monday to Friday before 2.30pm will be ready to collect on the same day.

Orders placed after 2.30pm Friday through to Sunday will be ready to collect after 12pm on Monday.

When placing your order, you will recieve an order confirmation and once your order has been picked, you will recieve another email notifying you that your order is ready for collection. 

If you arrive before you recieve your 'ready for collection' email, we cannot be guaranteed that your order will be ready and you may be required to wait.  It is therefore recommended you wait until you recieve an email notifying you that your order is ready to collect.

Currently we do not offer a 'Click and Collect' service from our Slough branch.

Order collection

The order collection point is 734-736 Oxford Road.  (Next door to Exotic Superstore)

When arriving to collect your order:

1. Please park in the car park behind Exotic Superstore (730 Oxford Road, Berskhire RG30 1EH) . 

2. Walk around to 734 - 736 Oxford Road (Next door to Exotic Superstore).

3. Please ring the bell and a member of staff will assist you.

-Please have your order number or confirmation email ready.

-If a member of staff is not at the store, please call 0118 950 4999.

If you arrive before you recieve your 'ready for collection' email, we cannot be guaranteed that your order will be ready and you may be required to wait.  It is therefore recommended you wait until you recieve an email notifying you that your order is ready to collect.

You will be required to sign a 'Collection Confirmation Receipt' confirming you have received your order.  We kindly request that you check your order before signing.

If you would like someone else to collect your order, they must have your order confirmation number or collection email.

Items not collected

Items will be held for 48 hours from the date of collection, however perishable items will be stored in ambient conditions which may affect the quality of perishable goods.  

Any orders not collected will be returned to the shelf and a refund will be arranged. 

Persihable items will not be refunded (i.e Fruit and Veg) and any uncollected orders will incur a 20% re-stock charge.

A refund will only be provided for the re-sellable items.

Delivery Service Process *

ExoticEstore uses UPS Standard Service. This service provides a 1-3 business day service (from the date of dispatch). Other delivery options are available, see below for more details.

Deliveries can only be made to UK mainland in accordance with the UPS regulations and restrictions.

Delivery charges are as follows:

Order Amount

UPS Standard

1-3 Business Days*

UPS Next Business Day 

Arrives Before 2pm^

UPS Saturday Service^^

Currently Not Available

0.00 - £9.98 £7.99 Not Available  Not Available 
£9.99 - £68.99 £4.99 £11.99 £12.99
£69  & Above Free £2.99*** £3.99***

 

*** 1/2 Price Promotional Shipping Rate

Please Note: There is a limit on Rice and Flour bags between 5kg - 10kg, this is currentley set to 2 bags per order.

Orders placed by 2.30pm Monday to Thurday will be dispatched the same day.

Orders placed after 2.30pm on Thursday through to Sunday will be dispatched on Monday.

Orders for Saturday Delivery must be placed by Friday before 2.30pm.

*The UPS standard 1-2 business day delivery service applies from when the order is dispatched and you receive an email confirming your that shipment is on its way with a tracking number attached. We cannot guarante UPS will deliver your order with in the given time frame.

^UPS Next Business Day Before 2pm Service is delivered on the following business day before 2pm. Orders must be placed before 2.30pm Monday through to Thursday in order to be dispatched for delivery on the following Business Day. This service is NOT included with in the 'Free Standard Delivery Over £69' offer. Some postcodes are not available for this service, we will notify you if we can not deliver your order using this service and will arrange an alternative delivery service with you. Although most orders are delivered before 2pm the next business day, UPS currentley does not guarantee this delivery service.    

^^UPS Saturday Service is delivered on Saturday before the end of day. Orders must be placed before Friday 2.30pm in order to be dispatched for delivery on the following Saturday. This service is NOT included with in the 'Free Standard Delivery Over £69' offer. Some postcodes are not available for this service, we will notify you if we can not deliver your order using this service and will arrange an alternative delivery service with you. Although most orders are delivered on Saturday, UPS currentley does not guarantee this delivery service.

UPS Delivery Service does not deliver on bank holidays or public holidays. Therefore no orders will be dispatched after 2.30pm, 2 days prior to the bank holidays. Orders will be dispatched on the next working day after the bank/public holiday.

Whilst UPS is the preferred delivery service, parcels may be sent using Parcelforce Express 24 Service in the event that UPS are unable to deliver parcels.

* Due to current high demand, there is possibilty that some parcels might be delayed due to the delivery from the courier company. Unfortunately this is beyond our control.  If you require further information about this, please email us on info@ExoticEstore.com.

Tracking your delivery

Once your order has been dispatched an email confirming your shipment is on its way will be provided.

This email will contain a tracking number which will allow you to see the progress of your delivery.

Item availability

If an item is not available, a refund will be processed accordingly.

Damaged Items

Click and Collect

If an item is damaged at the time of collection, please let a member of staff know and if possible a new item will be provided.  If this is not possible a refund will be offered.

If you notice an item is damaged when you get home and you unpack your shopping, we kindly request that you provide proof of the damage within 24 hours of collecting your order by taking a picture and sending it to Info@ExoticEstore.com along with your order number.  We will then be in touch to discuss next steps.

Delivery  

Exotic E Store pack items to avoid any damages in transit.

In the unlikley event of items being damaged, we kindly request that you provide proof of the damage within 24 hours of receiving your order by taking a picture and sending it to info@ExoticEstore.com along with your order number.  We will then be in touch to discuss next steps.

 

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Returns Policy

Refunds and returns cannot be processed at at any of the superstore branches. If items were ordered via the website, please follow the procedure below.

It is highly recomended that orders are checked and stored away correctly as quickly as you receive your order to preserve the quality and shelf life of your products.

We want our customers to be satisfied with their order.  If you are not happy with your order, please email us on info@exoticEstore.com with your order number within 24 hours of collecting/receiving you order and we will be in touch.

 

Non-Perishable items

We are happy to refund non perishable items within 7 days of purchase as long as they are unopened,resellable and in the same condition it was when purchased. To arrange a refund, please email us on info@exoticEstore.com with your name and order number.  We shall then be in touch to confirm the refund process. Please note all items being returned, are the responsbility of the customer until we confirm the products have been returned back in a re-sellable condition.

Items requring a refund will need to be returned back to us at the cost of the customer.  Shipping costs will be not refunded. A refund will only provided for the product being returned and once received in a re-sellable condition.

Please note that refunds will processed within 7 days of the item being received. Please allow 5 working days from your refund being authorised for your account to be credited.

Refunds will only be made to the card used at the time of purchase. 

If more than 7 days have passed since your purchase date, unfortunately we can not offer you a refund or exchange. 

Perishable Items

Perishable items are non - refundable and classed as items which are fresh product, a limited shelf life or something that deterioirates quickly. 

If your item is of poor quality and unfit for use please send a picture along with your order number to info@exoticEstore.com within 24 hours of receiving your order. Once we have received your request, we will notify you confirming whether your refund request has been accepted or rejected. Where possible, it would be appreciated if you could drop the unfit item back to the store at 734/736 Oxford Road, Reading, Berkshire, RG30 1EH  We will then provide the refund/exchange within 14 days accordingly.

Refunds (if applicable) 
If applicable your refund will be made within 14 days of confirmation and the refund will be returned to the credit card used at the time of purchase. 

Late or missing refunds (if applicable) 
If you have received confirmation from us that your refund has been processed but haven’t received a refund yet, please double check your bank account.
Then contact your credit card company/bank. It may take some time before your refund is officially posted. 

If you have still not received your refund, please contact us at info@exoticEstore.co.uk

Exchanges (if applicable) 
We only replace items if they are defective or damaged. Items will only be exchanged for the same item.  To arrange this please send us an email at info@exoticEstore.co.uk within 24 hours of receiving/collecting your order, along with your order number. 

An exchange will only be provided once we receive the damaged/defective item.

Where possible defective/damaged items should be returned/posted to 734/736 Oxford Road, Reading, Berkshire, RG30 1EH, United Kingdom.  

If the replacement cannot be collected at the time of return, the item will be posted FOC.

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Privacy Policy

ExoticEStore uses a platform built and run by Shopify.com

ExoticEStore is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.

We occasionally change the policy and any changes would be detailed below.

What we collect

We may collect the following information:

  • Name
  • Contact information including email address
  • Demographic information such as address and postcode, 

What we do with the information we gather

We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:

  • To process your order 
  • Internal record keeping
  • We may use the information to improve our products and services
  • We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
  • From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone, fax or mail. We may use the information to customise the website according to your interests

Security

We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.

How we use cookies

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.

Controlling your personal information

When placing your order, you can select if you do not wish to be kept up to date on news and offers. 

If you chose to be kept upto date on news and offers, your details will be kept securely.

If an order is being delivered, only the necesary details will be provided to Parcelforce in order to arrange the delivery.  This includes, name, address and mobile number.

    We will not sell, distribute or lease your personal information to third parties unless we are required by law to do so. 

    You may request details of personal information which we hold about you under the Data Protection Act 1998. If you would like a copy of the information held on you please write to us.

    If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.

     

    Payments

    All payments and transactions are securely processed using our platform Shopify.

    ExoticEstore will not hold your financial details as this will be held by the payment service provider (Shopify).

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