TERMS AND CONDITIONS

Terms and Conditions

① About Us

Soldeli is a trading name under True World Foods UK Limited

Unit 10B Brent Road, Southall, Middlesex, UB2 5FB

We are a company registered in UK with a registration number of 2986582. We are also a VAT registered company with our VAT registration number being 653148342.

You can call us at 020 3597 3939, the line is available only on Mondays to Fridays 9am-2pm (except on UK Bank Holidays) or email us at sales@soldeli.co.uk

② More About Your Delivery

We kindly ask our customers to allow us an additional time and flexibility for the delivery arrangement to accommodate our existing delivery schedules.

Our current lead time is approximately 2-5 business days for most orders, but orders can take a bit longer depending on the existing delivery schedules. Delivery schedule will be arranged following the advices from all parties involved. You will receive a separate email from a courier company informing you the date of delivery. Please leave ‘Special Instruction’ at check out point if you have any place where a courier company driver can leave your box safely in case of absence. In case of no answer at the door without special instruction, your goods will be returned to a depot and disposed there. 

Despite our best effort, some issues can rise during delivery. Please contact us as soon as possible at sales@soldeli.co.uk. We will try to sort out the issues as best as we can.

Delayed delivery can also happen for reasons unforeseen such as traffic accidents, driver errors or mechanical issues. By placing an order, you agree to accept your delivery delays for these events and reasons. Please accept and do not refuse your delivery in these circumstances.

We may have to decline your delivery in the event of a temporary failure of electrical equipment, mechanical breakdown, industrial action, adverse weather conditions or other reasons beyond our reasonable control. The withdrawal of a delivery is at our discretion, and our decision will be final.

 

③Your Orders

There is no minimum order value. There is one flat rate Delivery Fee of £14.99 for any orders under £70. All orders over £70, we are happy to provide a free delivery. Delivery Fee is calculated based on total value after all coupons, discounts and special offers (if any) have been applied.

We now have Saturday delivery with surcharge of £8.99 and the cut-off time is Thursday 12pm for Saturday of the week.

We accept payment from MasterCard, Visa Credit, Visa Debit (UK registered cards) and a valid PayPal, Apple Pay. The address to which the card is registered must be the same as the billing address. The card used to confirm the order must be the same card used to complete the order. We do not accept cash, cheques, in store money-off coupons or gift vouchers of any kind.

When you place your order, the full cost of your order will be taken. If you need to cancel or amend your orders after payment, please email us at sales@soldeli.co.uk as soon as possible. We will endeavour to cancel or correct where possible. However, once your order is passed onto the courier company, we cannot cancel or amend your order and we will not be able to refund.

We do our best to ensure that we have a wide range of products available every day, but sometimes we run out of certain products. We will try to replace with similar products(which have same or more value) where possible, but your money will be refunded for any products which we do not supply to you and it will not influence your delivery charge.

If we are unable to process card payment at the time of placing your order, your order will not be placed.

After you have placed an order online, an automated email will be sent to your registered email acknowledging your order being placed. You will receive another email from a courier company to inform you the delivery date.

Once we have delivered the products to you, you become the owner of the products. You will have no legal liability in connection with your order until the products have been delivered to you.

Where applicable, prices shown will include Value Added Tax. We endeavour to keep our website updated with prices which indicate the current rate of VAT. You will be charged the current prevailing rate on the day of your delivery.

All delivery date and time are subject to availability.

We ask you to verify your age to make sure that you are over 18 years old for all products requiring Age Verification such as Knives and Alcohol. We have ‘Challenge 25’ practice to conduct Age Verification checks whenever we deliver such items and will ask to check ID (passport or driving licence) for anyone who we feel is under 25 years of age under our discretion.

④ Our Website

Welcome to use our website to browse our information, access your online account and to place an online order!

Please note that the images of the products on the website are for illustration only. Your products may vary slightly from those images. The packaging of the products may vary from that shown on images on our website.

Although we try to ensure that any details, descriptions and prices which appear on our website are accurate, errors can sometimes occur. We will try to rectify pricing errors as soon as possible and we reserve the right to correct any error or omissions without any prior notice.

When browsing our website, the prices shown will be the prices available for your delivery. Once you have logged in and picked your products, the prices displayed at checkout will be the prices you will be charged. You will be refunded for any unavailable items, missing or wrong items.

Please don’t hack into our website, attempt to post content which is in any way offensive or obscene, or use our website or your online shopping account to distribute any kind of computer virus. You are not permitted to link to our website from any of your own sites or business pages, without our express prior approval. We may include links on our website to other sites that are not controlled by us, but we are not responsible for any content on such websites.

All copyright, trademarks and all other intellectual property rights in all material or content supplied as part of the website shall always remain be vested in us or our third-party licensors. All rights are reserved.

Please don’t copy, reproduce, transmit, publish, display, distribute, commercially exploit, use or create derivative works of any material data and content on our website without our prior written permission otherwise.

⑤Account Set Up

You must be over 18 to set up an online shopping account with us or to place any orders. We are entitled to rely on your account set-up information as confirmation of this.

You must have a delivery address where you reside or have a right to access. 

You must have a valid debit/credit card, MasterCard, Visa Credit, Visa Debit (UK registered cards only), Apple Pay and a valid PayPal account, in your name, attached to your online shopping account.

Please keep your contact details updated. You can do this via your online account anytime. Please keep your username and password safe because you will be responsible for all activities and orders made under your username and password.

We monitor and track all online purchases and transactions. We reserve the right, at our sole discretion, to suspend or cancel any customer online account, at any time for any reasons.

You must agree to these terms and conditions in their entirety to shop online with us.

⑥Cancel, Amend, Return or Refund

Our products aim to comply with your legal rights to be of satisfactory quality, to be fit for purpose, and to match their description. These rights are known as your statutory rights.

You can cancel or amend your order after placing an online order before dispatch. If you need to cancel or amend your orders after payment, please email us at sales@soldeli.co.uk as soon as possible. We will endeavour to cancel or correct where possible. In any case your order was processed and passed to courier company already, we cannot cancel your order unfortunately.

Unfortunately, due to our nature of our products, we cannot at any under circumstances accept return.

Ownership of, and risk in, the goods will pass to you once you received your order. You should read all information on the product label carefully especially for allergens. All products have been either passed by or processed at our depot where seafood is handled at all times and may contain particles of seafood products including fish, Crustaceans and Molluscs. 

⑦Our Products and Quality Assurance

We take great care to source the best products that we possibly can. This can involve produce being sourced from countries around the world. As a result, you may receive the same product from several different countries at different times throughout the year.

We will select products with a reasonable amount of time left on the expiry date. However, some items naturally have a limited shelf life, so it is reasonable for them to have a shelf life of less than the others when they are delivered to you.

We do not supply products for resale unless we have specifically agreed this with you in writing. All products supplied for your own personal use.

We thrive to supply all our product at their highest quality possible. But if you think we have failed, please contact us at sales@soldeli.co.uk. We will offer a resolution as best as we can. Not only we are proud to have great range of products, but we have passionate members of staff who will go on length to help you to be satisfied.

⑧Offers and Discounts

From time to time, and in our complete discretion, we may offer special pricing, bundles, deals, discounts or alike to our customers.

Coupons, discount code and special offers may vary case by case. All are subject to availability. We may change the terms of all offers, or withdraw them altogether, at any time and without prior notice. We reserve the right to offer, in our complete discretion, different customers different coupons, discount codes and special offers. Only one coupon discount code or special offers may be used per transaction with no exception.

⑨Reviews and Comments

Please email us at sales@soldeli.co.uk to leave your reviews and comments at any time. We would like to hear from you.

⑩Liability and Rights

Please note that we will not be liable for any indirect or consequential loss, or damage, or loss of profits, or reliance you may have had in having the products or your order delivered to you, which arises out of any failure by us to supply the products or your order to you. We will not be deemed to be in breach of contract or of these terms and conditions as a result of any delay in our performance or failure to perform our obligations if that delay or failure to perform is due to any cause or circumstance beyond our reasonable control. Our maximum liability arising out of any order for the supply of products to you will be limited to the price of the products contained in that order.

We may change these terms and conditions from time to time and will you of notify this by stating the date of the version at the top of this page. Every time you place an online order with us, the terms and conditions and privacy policy in force at that time will apply to the order.

We may transfer our rights and obligations under any order to another organisation, but that will not affect your rights or obligations.

Each of the paragraphs of these terms and conditions operate separately. If any court or relevant authority decides that any of them are unlawful or unenforceable, the remaining paragraphs will remain in full force and effect.

If we do not insist that you perform any of your obligations, or we do not enforce our rights against you or delay in doing so, that will not mean that all our rights are waived. Any waiver by us will be confirmed in writing and will not mean that we waive rights on an ongoing basis.

If our Customer Service is unable to resolve any complaint or issue you may have, or you are unhappy with the outcome, you can pursue this matter via the European Online Dispute Resolution (ODR) website. It is not compulsory for us to participate in this dispute resolution process and we reserve our right to assess this on a case by case basis.

⑪Privacy Policy and Cookies

We keep all your personal information safe and secure and we're committed to protecting your privacy. We only collect information from our customers to help us deliver and continually improve the services we offer. All the information we collect from you is used by us, or a trusted third-party processor acting on our behalf. Information we collect and hold are your; name, delivery address, email address, telephone number, communication history with us (email and phone call recording if any), purchase history and saved items, payment information, ‘My Account’, social media accounts (when you link your Instagram, LinkedIn, Twitter or Facebook accounts to us) and responses to surveys or offers.

We will keep your personal information only you continue to shop and interact with us, for as long as necessary to fulfil the purposes we collected it for but we will not keep your personal information for longer than seven years after you last shopped with us or interacted with us. If and where we don't need it or are not obliged to keep it, we will delete it before.

You can at any time contact us to be withdrawn from the newsletter which you registered.

We may and only will share your data with the following categories of companies who support us and our systems to help us run our business such as: IT companies, payment service providers, courier companies, marketing agencies, advertising partners and other advisors and agents, security contractors, credit reference agencies, law enforcement, fraud prevention and crime reduction agencies. We may also receive information from these bodies and use it to keep our customers and employees safe online, and companies approved by you, such as social media sites (if you choose to link your accounts to us)

We may also be required to disclose your personal data to the police or other enforcement, regulatory or Government body upon a valid request to do so. These requests are assessed on a case-by-case basis and we'll always take your privacy into consideration before sharing.

All emails you receive from us will come from an email address ending in soldeli.co.uk. So, if you receive any emails claiming to be from us which do not end in soldeli.co.uk, this may be fraudulent and should be forwarded to us at sales@soldeli.co.uk.

Whenever you give us your consent to use your personal data, you have the right to change your mind at any time and withdraw that consent. The easiest way to withdraw is to contact our helpful customer services team. Lots of the uses of your information set out in the table above are not based on your consent and therefore, we may continue to use your data, where we are legally allowed to.

To protect the confidentiality of your information, we will ask you to verify your identity before proceeding with any request you make under this Privacy Notice.

If you have authorised a third party to submit a request on your behalf, that's fine too. We will just ask them to prove they have your permission to act.

We want to give each of our customers a personalised experience on our website. And cookies help us do just that. Cookies help us to tell you apart from other users of our website, creating a more seamless experience – made just for you.

A cookie is a small, harmless text file placed on your computer, tablet or mobile phone by lots of the websites that you visit. You can set your browser to reject cookies, but this will affect your ability to use certain features and shop online.

By using our site, you agree to us placing these cookies on your device and accessing them when you visit the site in the future.

If you have any questions, comments or requests regarding our Privacy Policy, please don't hesitate to contact us at sales@soldeli.co.uk.