Shipping & Returns

Shipping - UK

Unlike other sites, we tell you exactly what you will expect to pay for postage and packaging. For parcels shipping to the UK, we offer a flat-rate, which includes both packaging and VAT per 30kg. What you see is what you pay.

WaiYeeHong.com uses ParcelForce for shipping goods and as such we are subject to their terms and conditions.

If you spend over £25 and are having your goods delivered to UK Mainland, you will qualify for a discounted shipping price of only £4.50! Parcels will be sent via the Parcelforce48 service. This offer is for the delivery of parcels up to 30kg.

If selecting our 'Next Working Day' service, please note that this is from the day of dispatch. We will endeavor to pack and dispatch orders placed before 12 noon on the same day, subject to product availability. Working days are Monday-Friday. Orders placed on Friday before 12 noon should arrive on the following Monday. Addresses at the very edges of Zone 1 may find this service takes slightly longer.

Parcelforce operates a zonal surcharge system. Shipping rates for addresses in Northern Ireland and zones 2 and 3 are detailed below:

Shipping - Europe

We are currently able to deliver to the following countries* at a flat-rate per 25kg:

*Exceptions may apply for some islands and independent regions etc. Please contact us if you require any clarification.

'Local Delivery' Service

If delivery address is within 3 miles of our store, you may choose to use our 'local delivery service'. Deliveries for our 'local delivery service' occur regularly throughout the week. Please provide a contact telephone number when ordering, so we can confirm next available delivery slot.

Fresh and frozen items may only be purchased if delivery address is within 3 miles from our store. This is to ensure that our goods reach you in the best possible condition. Delivery of orders including fresh and frozen items can not be split, and must be made via our 'local delivery service'. Alternative delivery methods (such as 'Next Working Day') can be selected if not purchasing any fresh or frozen items.

Click here to check whether your delivery address is within 3 miles from our store.

The cost of our 'Local Delivery' service is a flat rate of £3.50. If you are ordering over £35 of goods for local delivery (within 3 miles of our store), you will qualify for FREE local delivery!

Orders dispatched via our 'Local Delivery' service cannot be left unattended. If you, or a neighbour are not able to receive your order, you must contact us to arrange redelivery (stating name, order number, contact telephone number and confirming delivery address).

Delivery will be attempted twice. In the event that delivery is unsuccessful on both attempts, management reserves the right to charge an additional delivery fee at the standard 'Local Delivery' shipping rate. Alternatively, the order may be cancelled and the cost of goods refunded, excluding shipping costs. In the event of the order having FREE local delivery, the standard 'Local Delivery' shipping rate will apply.

Perishable goods (fresh & frozen)

• By purchasing perishable goods for delivery through our 'Local Delivery' service, you agree that it shall indemnify WaiYeeHong.com against all actions, claims and demands in respect of any illness or death arising from the receipt of these perishable items.
• Please check perishable items immediately upon delivery, as we are not able to accept returns on fresh and frozen items unless they are returned immediately with the delivery driver.

Shipping

In accordance with our courier's shipping guidelines, product shipping weight is based on either the volumetric weight or the actual weight; whichever is the greater value.

Once we have received your order, we aim to process and dispatch it within 3 working days; usually much faster! Should we have any trouble with fulfilling your order we will make sensible substitutions if possible. Where a substitution is made, you will always be charged the lower of the two prices. In cases where no obvious substitution is available, we will contact you to confirm how you wish to proceed.

Once dispatched, your goods should arrive within the timeframe of your selected delivery method. Whilst we will do as much as reasonably possible to chase up deliveries with our carriers, WaiYeeHong.com cannot be held responsible for any delays to the delivery of your goods once they have been dispatched.

Please Note:

• All deliveries will be considered as received in good condition unless you specifically sign as 'damaged' or 'opened' etc. 'Unchecked' will not be accepted as a valid status.
• Parcels with age-restricted goods must be signed for by someone over 18 (ID may be requested) and cannot be left if there is no-one there to receive them.
• If you request your order to be left unattended (not applicable for age-restricted goods), WaiYeeHong.com and Parcelforce may not be held liable for any loss, damage, or delay arising howsoever from delivery. We would recommend that delivery is arranged to an alternative address or neighbour where someone is able to receive the parcel. By requesting the parcel to be left unattended, you agree that it shall indemnify WaiYeeHong.com and Parcelforce against all actions, claims and demands in respect of any loss, damage, injury or death arising from the delivery of your parcel.
• WaiYeeHong.com are not obliged to pass on instructions to leave parcels unattended. In some cases it may be deemed unsuitable to pass on instructions for orders to be left unattended, for example if the order is of a high value. Should this be the case, we will try to contact you to make alternative delivery arrangements before dispatch.
• Whilst we will do as much as reasonably possible to ensure you get your parcel, WaiYeeHong.com cannot be held responsible for failed deliveries. Parcels that are returned to WaiYeeHong.com following failed delivery will be refunded minus the cost of shipping.

WaiYeeHong.com makes no guarantee that your products will arrive within the timeframe selected and cannot be held liable for any loss, damage or expense resulting from any delay in delivery. If your goods are not delivered on time, it does not give you the right to cancel your contract with WaiYeeHong.com. If you wish to return any items, please follow the instructions laid out in our returns policy.

Goods will be delivered to the address as specified by you on the online check-out form. WaiYeeHong.com cannot be held responsible for any lost or damaged packages resulting from an incomplete or inaccurate address.

Returns

WaiYeeHong.com has a 7 day returns window in accordance to the UK Distance Selling Regulations. All items being returned will be at your own expense unless faulty or sent in error. This return window excludes perishable (fresh and frozen) items (please see above).

If, for any reason, you wish to return any items, you should:

1. Contact us via email This e-mail address is being protected from spambots. You need JavaScript enabled to view it . If we receive any returned goods without our prior knowledge we reserve the right to refuse them.
2. Once you have notified us of your wish to return an item, the item(s) should be sent back to us with a copy of the delivery note or receipt at:
   
   WaiYeeHong.com
   Eastgate Oriental City
   Eastgate Road
   Eastville
   Bristol
   BS5 6XX
   
   
3. All products must be returned sealed and in a saleable condition unless faulty or defective. We recommend that you return items using recorded delivery as we cannot assume responsibility for anything you send back until we have received them.
4. Once we have processed your return you will be refunded the cost of the item(s) being returned.

Please follow the returns instructions above. The processing of returns is at the discretion of WaiYeeHong.com. Should you not follow the guidelines laid out in this notice, we reserve the right to apply a processing charge proportional to any additional work required to process the return.

We are happy to process returns beyond the 7 days if:

• A product was found to be faulty or damaged.
• A product was sent in error.

In both cases, we will endeavour to replace your product with the same or similar item and reimburse you with delivery costs. Should no substitute product be available, we will give you a full refund including delivery costs incurred with returning the item.

Returns of products bought on promotion will be refunded at the promotional price.

Please allow 28 days (not including delivery time) for us to process your return.

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