We will try to get orders dispatched as quickly as possible but  due to the nature of the goods as well as the volume of orders we receive it is not instant dispatch and in most cases it will take us at least a day or so to pack up orders.

From 2 January 2024, proof of non-delivery from the intended recipient will be required to support a claim for loss with Royal Mail and a police number in the case of theft from doorsteps. 

If you believe your item is lost/not delivered/incorrectly delivered, you need to provide specific evidence. This applies if the item has been tracked to the recipient's delivery office, and there's no tracking to confirm delivery has been made or attempted. Alternatively, if the item has been confirmed as delivered, but you believe the delivery information is inconclusive, you will need to provide evidence if any of the following apply:

• No photo on delivery captured (not currently available for Tracked Returns®)
• Photo captured but not believed to be at the intended address
• Poor quality photo capture
• The photo shows the item left in an inappropriate location (at the property
  but in an insecure location)
• No or incorrect signature (signature products only)

Please note that where an item is tracked as delivered to the intended address, and delivery evidence supports this, they will not consider any claim for loss. If the item has been stolen from a secure location or by a neighbour this will need to be reported to the police.

All claims must include supporting evidence. 

These are Royal Mail's new rules, we have no option but to follow them. If you do not provide us with the evidence that Royal Mail require we will not be able to help. Royal Mail are doing this due to a huge rise in fraudulent claims and mail fraud. 

Important Update to DPD delivery terms

 These recent changes have been implemented by DPD country-wide – they are not specific to Happykombucha parcel deliveries.

Please take the time to read through the following bullet points carefully so that you are aware of steps that will need to be taken in order to receive your delivery on time:

• DPD will now only attempt to deliver your parcel ONCE. If no one is available to take receipt of the parcel, a delivery note will be left, and you will need to take this to your nearest DPD ‘drop off shop’ in order to receive your parcel
• If your parcel is not collected within seven days, it will be returned to us at Happykombucha.
• It is recommended that you download the DPD app, which can be used to receive updates on your delivery, as well as to collect your parcel at a DPD ‘drop off shop’
• DPD will confirm an hour delivery slot via text message, at which point you will be able to request delivery to a safe place, or neighbour – if you do not do this and there is no one available to take receipt of the parcel, a delivery note will be left, and your parcel will be taken to the nearest DPD ‘drop off shop’
• When you are placing your order with HappyKombucha, please inform us of any specific delivery requirements (such as, “please leave in my porch”/”please leave with next door neighbour”), so that we can amend delivery notes for DPD on our system
• Please follow this link to find your local DPD ‘drop off shop’ https://www.dpdlocal-online.co.uk/products-and-services/dpd-drop-off

We will endeavor to ensure that missed deliveries are minimized, but we would request your help to do this by taking note of the above, and informing us of any relevant details at the point of order. Please note DPD deliver Mon-Fri (excluding bank holidays).

Packaging:

As we sell a lot of glass and fragile items we do have to use a great deal of packaging. We do try to keep it to a minimum BUT we would rather your item arrived in one piece than be mean with the packaging. 

HOWEVER all of the packaging that we use is either recycled, can be recycled or is biodegradable. The only exception to this is the tape we use which is made from PVC and needs to be thrown in the normal waste.

Boxes-Our boxes are made from recycled cardboard and can be recycled

Bubblewrap- This is Biodegradable

Packing peanut-These are biodegradable

Culture Packaging-Plastic but it can be recycled*

If you purchase an item that we have not physically made (ie from Kilner or Kefirko) we cannot guarantee the internal packaging is plastic free but we do encourage our suppliers to use as little plastic as possible.   

*all culture packaging has been audited and passes Organic standards. 

UK Mainland

Standard delivery-small items - Delivery aim 3-7 working days £4.95  (Delivery confirmation, GPS delivery scan)

Royal Mail Surcharges:

Royal mail charge surcharges in certain circumstances