Delivering to the UK

Important information for web customers in the UK (please read before placing your order)

Orders and deliveries will only be processed on working postal days, so please take this into consideration when ordering during a holiday period. If you need your parcel by a certain day, please email info@coolchile.co.uk or phone us on 0208 969 5640 to discuss it and we’ll do our best to accommodate you. 

Please remember we do not have our own delivery service and use third party couriers. You are expected to manage your own delivery once it is shipped. Notifications will come from us, the courier and or the distribution center - Redpanda. These may go in the junk, please keep an eye out. You are expected to be home for your delivery. We will help in anyway you can but they are a beast of their own accord.

An order cannot be split into more than one delivery. If an order contains an item we are expecting soon, we will wait for this item to arrive before we send the order out in total.

Fresh products: Fresh tortillas and fresh chillies etc

Our tortillas are a fresh product and therefore need refrigeration upon receipt to achieve their full shelf life.  We have a shelf life of 10 days from the date of manufacture, however, the shelf life you receive will be dependent on where you live and when they are sent (please see below).

Tortillas are packed in a modified atmosphere, allowing 4 - 5 days out of refrigeration whilst in the postal system.

Tortillas may be frozen upon receipt for 1 month.

Please order ambient tortillas if there is not enough shelf life on the fresh tortillas for your needs.

Please see below for the remaining shelf life information for fresh tortillas:

Destination	Shelf Life (number of days)
Mainland (excluding Highlands, Islands & Northern Ireland)	5-9
Highlands & Islands	3-7
Northern Ireland / Isles of Man / Isle of Scilly	3-7
Channel Island	3-6

Delivery options, price and speed for the UK

Delivery Option	Price	Speed	Features
Week Day Service - Yodel or DPD (Excluding Highlands, Islands) Approx. 2-3 working days	Yodel £6.80 DPD £7.80	Up to 15kg. Parcels are shipped Monday to Friday up to 15:00. Your delivery date is dependent on when we ship the parcel. As our tortillas are made to order or if the volume of orders is high this might not be the same day, but we aim to get your parcel out in 2 working days. The service we buy is a next working day service and won't include weekends.	Tracked 2 hour delivery window SMS & email alerts Signature required - no 'leave in safe place'. Can be left with neighbour.
UK Orders over £50 (Yodel) (Excluding Highlands, Islands and alcohol) Approx. 2-3 working days	Free	Delivery is as above but free when your order is over £50, this excludes alcohol purchases and books. Excludes deliveries made on weekend too.	Tracked 2 hour delivery window SMS & email alerts Signature required - no 'leave in safe place'. Can be left with neighbour.
Click & Collect  (from Cool Chile HQ)	Free	Click and collect is available between 09:00 - 17:00 Monday to Friday. Once we have received your order, we will email you with a date for collection, if this date is not convenient you can email back to arrange another day. If your order contains fresh items that require refrigeration, we will require you to come when agreed. If your order is ambient then your order must be collected within 3 working days. Please anticipate that most orders may take about 2 working days to fulfil. Orders not collected, will be issued with refunds at the end of our agreed time except for any waste. Orders must be placed on the web for collection. Any questions please email info@coolchile.co.uk. Please note: your order will be packed in a used or reusable box, if you are walking and this isn't convenient please bring a bag. On-site parking is available.	Convenient for locals
Saturday Delivery - Yodel (Excluding Highlands and Islands)	£9.47	For orders to be sent on Saturday delivery service, orders must be with us before Friday. Please ring ahead if ordering Thursday for Saturday delivery.	Tracked 2 hour delivery window SMS & email alerts Signature required - no 'leave in safe place'. Can be left with neighbour.
Saturday Delivery by 12:30 - DPD (Excluding Highlands and Islands)	£26	Delivered on Saturday before 12.00. Same conditions as above.	Tracked 2 hour delivery window SMS & email alerts
Non Mainland Yodel (Highlands and Islands) Approx. 2 - 5 working days transit time (exc preperation time).	£11.97	Delivery can take between 2 to 4 days, please see the delivery and returns section below for more details, excluding bank holidays. Aberdeenshire, Argyll & Bute, Highland, Orkney, Shetland, Western Isles.	Tracked 2 hour delivery window SMS & email alerts Signature required - no 'leave in safe place'. Can be left with neighbour.
Non Mainland 2 - Yodel Northern Ireland, Channel Islands and Isle of Man Approx. 3 - 5 working days.	£12.82	Delivered can take between two to four days, please see the delivery and returns section below for more details, excluding bank holidays. Isle of Man, Isle of Scilly, Antrim, Armagh, Down, Fermanagh, Londonderry, Tyrone	Tracked 2 hour delivery window SMS & email alerts Signature required - no 'leave in safe place'. Can be left with neighbour.

Different couriers can be requested via email.

Delivery to Europe

Important information for web customers in Europe (please read before placing your order)

Please see the delivery countries we are currently shipping to in the table below. Brexit is an issue and shipping to Europe is not an exact science, times may vary and there may be import duty and further charges or your country! Cool Chile will not be liable for any additional fees.

Products that have increased duty now are chillies (whole, diced or powdered), herbs (oregano, epazote, avocado leaves), hibiscus, chocolate... these may be liable to VAT too! 

Tortillas, beans, masa harina, and sauces seem to be having an ok time in Europe, but again we are no experts!

Due to skyrocketing prices in the shipping, we will not be sending any replacements! If there are any issues with your order we will only refund the product at a maximum. 

Ambient Tortillas: these tortillas have preservatives allowing them to be out of the fridge for 20 days. We only send Ambient Tortillas for European orders as the postal system is taking too long to deliver the Fresh Tortillas.

Postal Service, Price, Speed and Shelf Life of tortillas upon arrival:

Country	Service	Price	Speed	Shelf life (number of days)
Austria
Belgium
Czech Republic
Denmark	Yodel	£19.75	Approx. 7 days
Finland
France	Yodel	£21.06	Approx. 7 days
Germany	Yodel	£21.06	Approx. 7 days
Hungary
Republic of Ireland	Yodel	£19.75	2 to 4 days
Italy
Luxembourg
Netherlands	Yodel	£18.55	Approx. 7 days
Poland
Slovakia
Slovenia	Yodel	23.46	Approx. 7 days
Spain
Sweden
Switzerland

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RETURNS

Your right to cancel

If for any reason you wish to cancel your order, you may do so any time before it is shipped. (Unless you have ordered corn tortillas, which are made to order and which must therefore be cancelled before production has started.) As we endeavour to ship orders within 2 working days, you must act quickly to cancel. First, call us and then follow up with an email to confirm your wish to cancel.

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Cooling off period

You have the right to change your mind and cancel the order within 7 days from the date on which you receive your goods. You must inform us of your intention to cancel by email, letter or fax. The goods will need to be returned unopened for a refund, the return postage will be at the customer's expense and we will refund on return. This does not apply to any perishable products such as corn tortillas, fresh chillies or cheese.

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Mistakes or damaged

If the wrong goods arrive or are broken or damaged, please notify us within 72 hours of receipt of the order. We will replace or refund depending on your needs and or location.

Faulty goods

If a product is faulty, we request that you provide the batch number, best before end date and a photograph of the item within 72 hours of receipt of the order. This enables us to investigate the problem. We can offer you a refund or a replacement depending on your needs and location.