Shipping policy
At present Exotic 'E' Store offers
-A free of charge convenient 'Click and Collect' service (Order before 2.30pm for Same Day Collection)
-'Next Working Day' service (for orders placed before 2.30pm Monday - Thursday)
-A Saturday delivery service** (for orders placed before Friday 2.30pm)
-A Sunday delivery service** (for orders placed before Saturday 2.30pm)
- Offshore Two Business Day Delivery (Dispatched from Sunday - Wednesday Only)
- Local Same Day Delivery (for orders placed before 2.30pm Monday - Sunday)
When possible we use DPD & FedEx as our courier partners. Some orders, dependent on location and time of order may be dispatched using other logistical providers including FedEx, UPS and Parcelforce.
It is highly recommended 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 24A Portman Road, Reading, Berkshire, RG30 1EA.
The opening times are Monday to Sunday from 12pm to 6pm.
Orders placed Monday to Sunday before 2.30pm will be ready to collect on the same day.
Orders placed after 2.30pm will be ready to collect after 12pm on the following day.
When placing your order, you will receive an order confirmation and once your order has been picked, you will receive another email notifying you that your order is ready for collection.
If you arrive before you receive 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 receive 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 24A Portman Road, Reading, Berkshire, RG30 1EA - SATNAV POSTCODE RG30 1DZ.
When arriving to collect your order:
1. Please park in the car park.
2. Walk around to the collection point door..
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 3345197.
If you arrive before you receive 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 receive 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.
Perishable 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 DPD & FedEx Next Working Day Service. This service provides a 1 working day service (from the date of dispatch). Other delivery options are available, see below for more details. Delivery to Channel Islands, Isle of Man, Northern Ireland, Scilly Islands and the Scottish Highlands and Islands will take two working days to deliver and Saturday/Sunday Delivery options are not available.
Deliveries can only be made to UK mainland (excluding Northern Ireland*) in accordance with the FedEx/UPS/DPD/Parcelforce regulations and restrictions. *We have currently suspended deliveries to Northern Ireland to allow us time to set up a new logistical process. We hope to resume this service as soon as possible.
Delivery charges are as follows:
| Order Amount |
DPD/FedEx Next Working Day^ 1-2 Working Days Mainland Only |
DPD Saturday/Sunday Service^^
|
DPD Offshore Two Business Delivery |
| 0.00 - £24.99 | £8.99 | £9.99 | £15.99 |
| £25.00 - £54.99 | £5.99 | £9.99 | £19.99*** |
| £55.00 & Above | Free*** | £9.99 | £29.99*** |
*** Promotional Shipping Rate - Available for a limited time and can be withdrawn without notice.
Please Note: There is a limit on Rice and Flour bags between 5kg - 10kg, this is currently set to 2 bags per order.
Orders placed by 2.30pm Monday to Thursday will be dispatched the same day.
Orders using the next working day service placed after 2.30pm on Thursday through to 2.30pm on Saturday will be dispatched on Sunday.
Orders placed after 2.30pm on Saturday will be dispatched on Monday.
Orders for Saturday Delivery must be placed by Friday before 2.30pm.
Orders for Sunday Delivery must be placed by Saturday before 2.30pm.
Orders for Offshore Two Business Day Delivery will on be dispatched on Sunday through to Wednesday.
Important Notice: High rise flats & Apartment blocks - Please be advised that DPD/FedEx drivers are instructed by DPD/FedEx to asses the access to such locations and may deliver your parcel to the Enterance of your Building, Kerb Side, Reception, Lobby, or Mail Room. We can not request drivers to deliver to your Apartment door of large apartment buildings. Drivers will decide at the point of delivery where to leave your parcel. They do not have any contact details, so they will not attempt to contact you. They will take a picture to prove delviery has been made and will upload this to your tracking link. We recommend you use the tracking link which gives you a 1 hour delivery time slot. We will also email or text you when your delivery has been made, so you can collect it from the drop point. Unfortunetly we have no control over driver instructions nor will most couriers drop to front doors in high rise apartments. We appologise if this causes or has caused any inconvience to you.
DPD
^DPD Next Working Day 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. If you have supplied us with your email address or telephone number , you will recieve a one hour time slot window advising when DPD will deliver your order. Please note that if you are not available to accept the delivery, DPD will not reattempt to deliver but will leave your parcel with a neighbour or in a safe place. We do not accept any liabilty if your parcel is left with a neighbour or in safe place. A safe place is decided by the driver and is not controled/decided by Exotic Estore. We strogly advise that you use the delivery time frame to ensure someone is available to accept the delivery. DPD provide GPS & photographic evidence of where the parcel was left. We don't accept any liabilty if the parcel is stolen after delivery. We strongly advise not to amend delivery dates and times on the DPD app as our goods are classified as Perishables and will get disposed by DPD if held overnight. We do not accept liability for any disposed orders were you have amended the delivery time/date. We cannot guarantee DPD will deliver your order with in the given time frame.
Exotic E store does not guarantee the order will be delivered in the given time frame by DPD.
FedEx
^FedEx Next Working Day 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. If you have supplied us with your email address or telephone number , you will recieve a time slot window advising when FedEx will deliver your order. Please note that if you are not available to accept the delivery, FedEx will not reattempt to deliver but may leave your parcel with a neighbour or in a safe place. We do not accept any liabilty if your parcel is left with a neighbour or in safe place. A safe place is decided by the driver and is not controled/decided by Exotic Estore. We strogly advise that you use the delivery time frame to ensure someone is available to accept the delivery. FedEx provide GPS & photographic evidence of where the parcel was left. We don't accept any liabilty if the parcel is stolen after delivery. We strongly advise not to amend delivery dates and times on the FedEx app as our goods are classified as Perishables and will get disposed by FedEx if held overnight. We do not accept liability for any disposed orders were you have amended the delivery time/date. We cannot guarantee DPD will deliver your order with in the given time frame.
Exotic E store does not guarantee the order will be delivered in the given time frame by FedEx.
^^DPD Saturday/Sunday 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. If you have supplied us with your email address or telephone number, you will receive an hour time slot window as to when DPD will deliver your order. Please note that if you are not available to accept the delivery, DPD will not reattempt to deliver but will leave your parcel with a neighbour or in a safe place. We do not accept any liability if your parcel is left with a neighbour or in safe place. A safe place is decided by the driver and is not controled/decided by Exotic Estore. We strogly advise that you use the delivery time frame to ensure someone is available to accept the delivery. DPD provide GPS & photographic evidence of where the parcel was left. We don't accept any liabilty if the parcel is stolen after delivery. We cannot guarantee DPD will deliver your order with in the given time frame.
UPS
UPS Standard Delivery 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 guarantee UPS will deliver your order with in the given time frame.
UPS/DPD/Parcelforce 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.
* Due to current high demand, there is possibility 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.
Always ensure the delivery address are correctly entered. Incorrect details may result in a failed delivery and further charges may be applied to redeliver to the corrected address.
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 unlikely 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.
Same Day Delivery
Orders must be placed before 2.30pm for same day delivery. This new service is currently being trailed and is only available for postcode beginning with RG2, RG5, RG6, RG40, RG41 & RG42.
Delivery charges are as follows:
| Order Amount | Same Day Delivery Charge |
| £0.01-£4.98 | £8.99 |
| £4.99 & Above |
Free* |
We will notify you via SMS/Email when your order has been dispatched and a tracking link will be attached. Deliveries may arrive between 15.00 - 22.00. This service is available 7 days a week. The driver will drop your order to the door and are not allowed to enter your premises due to health and safety concerns. Orders must be checked at the door and the driver will take a photo for proof of delivery. Any damages or shortages must be reported to the driver, who will notify the customer services team. Please note that drivers can not return products. You must return any unwanted items at your own expense. If you are not in to recieve the order, the driver will leave it in a safe place however this is at your own risk and ExoticEstore will not cover any shortages or damages reported there after. We strongly advise someone is available to recieve your order.
