COVID-19 – AN UPDATE FOR OUR CUSTOMERS & FRIENDS
PLEASE NOTE DUE TO THE POPULARITY OF OUR MILK KEFIR GRAINS THERE IS CURRENTLY A 2-3 WEEK WAIT FOR ALL MILK KEFIR GRAINS
Firstly, we hope you, your loved ones and colleagues are all well and staying safe. Thank you for all of your supportive messages and continued patience over the past few Months– they are hugely appreciated by all of our team. As always, we are still here to help, but due to unprecedented order levels and covid induced delays in the delivery networks.
We have had to remove some of our shipping services as they are no-longer reliable enough and have added new ones.
We are aware that there are some major delays in some areas with Royal mail, we are doing everything we can and have raised the issue with Royal mail.
Also please note that the Price of some of our Royal Mail service have increased significantly, this is due to Royal Mail increasing their prices, not us. During the Covid Panic Royal Mail have raised their prices twice we have held the prices rises for as long as possible but after some services increased by more than 100% we have had to increase the price.
We have added DHL to our Delivery services to try and make the prices more reasonable.
Orders – stock, despatch and delivery times
Due to various circumstances out of our control and order volumes it is currently taking us approximately 1-7 working days days to process and dispatch orders (For orders containing milk kefir grains this can be longer and is currently around 2-3 weeks as they are incredibly popular at the moment and it is winter so they grow more slowly.)
The dispatch delay is unfortunately due to social distancing and covid regulations but also due to delays in getting stock due to haulage issues within the supply chain, our suppliers and manufacturers are also taking longer to send stock to us which also slows things down. Please note that our manufacturers are also struggling to acquire some stock at times so this can also have an affect.
Our telephone customer service is available as normal (01323 730091) and is the fastest way to contact us.
Email customer service- Due to the current Covid restrictions we have had to suspend our email customer service. If you cannot call us send us a facebook message (happykombucha or happykombucha.co.uk) with your phone number and will give you a call as quickly as we can (we are able to call internationally) or we can offer a full customer service via facebook messages.
Facebook- We can offer a full customer service via facebook and will reply as quickly as we can.
We are exploring all possible options and hope to be adding more options soon.
Due to various circumstances out of our control and order volumes it is currently taking us approximately 1-5 working days days to process and dispatch orders.
Where we can we will dispatch more quickly and occasionally it may take a little longer, please do bear with us we really are working as hard as we can.
We will try to get orders dispatched as quickly as possible but there are supply chain issues at the moment as well as the volume of orders and staff shortages so please do expect your order to take longer, if you are going away or are unavailable at any point let us know and we will work around that for you if we can. We are quoting approx 1-5 working days for dispatch Delivery companies are also reporting some delays, we appreciate that its frustrating but we will get all orders dispatched as quickly as we possibly can.
If you have questions or want a rough estimate of the wait give us a call 01323 730091
Please note: we have plenty of cultures but each cultures takes time and care to pack. This means limits the amount of orders that we can physically pack in a day and this along with social distancing is causing delays due to the sheer volume of orders. ALL orders will be sent as quickly as we can but please expect delays.
ALL ORDERS ARE CURRENTLY TAKING US AROUND 1-7 working days TO PROCESS AND DISPATCH. Once they are dispatched they are subject to the following delivery aims depending on your choice of service.
If you have any questions about your delivery please feel free to give us a call (01323 410765)
Royal Mail 24- Delivery aim 1-3 working days £3.75- (removed as most deliveries taking nearly two weeks or not arriving at all)
(only suitable for smaller/lighter orders)
Royal Mail Tracked 24- Delivery aim 1-2 working days £9.95 (on average most deliveries are taking nearly a week to arrive)
Royal Mail Tracked 48- Delivery aim 1-3 working days £4.95 (on average most deliveries are taking over a week to arrive)
DHL UK- Delivery aim 1-2 working days £5.95
DPD- Next day service- Delivery aim (not guaranteed at present) next working day £7.95
(dpd and DHL services are only available to UK mainland address's) If you are highlands. islands or Northern island address either choose our highlands and islands courier or Royal Mail.
We use DPD or Royal Mail or DHL as our standard shipping method. You will be informed of the progress of your order via email or SMS depending on the details you have given us. We will provide the courier with your email address or mobile number and they will contact you with delivery information, this email/text message also contains the information needed to rearrange or alter the delivery. If any items are returned to us as they have not been collected/could not be delivered through no fault of our own or refused then you will incur a redelivery/returned to sender fee charge (£3.95)
Free shipping offer is available for orders over £40* to any UK address and is sent via our standard service. It is not available for deliveries to a non UK address (highland and island plus Northern Ireland address's are included) .
*Or subject to any current free shipping promotion, Excludes liquid deliveries.
The following areas incur extra costs and are charged at a flat rate of £18.50 for courier deliveries. THE FOLLOWING DESTINATIONS ARE CLASSED AS HIGHLAND AND ISLAND for courier services.
Isle of Man
Scottish Highlands & Islands (see below)
Scottish Highlands: FK17-99, G83, IV1-28, IV33-39, KW all, PA21-33, PA35-40, PH18-26, PH30, PH31-42
Scottish Islands: HS1-9, IV40-51, IV55-56, KA27, KA28, KW15-17, PA20, PA34, PA41-48, PA60-78, PH42-44, ZE1-3
FOR ALL OF THE ABOVE DESTINATIONS PLEASE CHOOSE HIGHLAND AND ISLAND AS YOUR POSTAGE OPTION. if incorrect postage option is selected we will either send your order out via Royal Mail where possible or will contact you to pay additional postage costs.
There is NO weight restriction for UK orders. You will NOT incur extra charges if your order is very large or heavy
If your order arrives broken or damaged then please inform us straight away and take photographs of the damage and packaging. Once we have received photographs of the damaged items we will replace the item as soon as possible. If we do not receive photographic evidence of the damage we will not be able to process a claim and therefore will not be able to offer a refund/exchange.
Please note: We retain proof of postage for all items dispatched, including Royal Mail items. Royal Mail estimates delivery to be within 1-3 working days for tracked/ 48/ signed for and 1-2 days for tracked 24 however please note that this is simply an estimate and orders to channel island, northern Ireland or highland address may take longer. Royal Mail will only guarantee to deliver items within 15 working days. We would encourage all customers ordering live cultures to choose our tracked next day courier options as in the unlikely event Royal Mail do not deliver within their estimate live cultures can survive for approx 7-15 days in their packaging. In the unlikely event that your Royal Mail delivery is delayed Royal Mail will NOT compensate for the loss of any cultures so neither can we. If you are happy to take the risk (its a very very very small one and it is very very rare) then so are we but there is nothing we can do if the culture is dead by the time its arrives! Again we would always encourage the UK courier delivery for cultures. In Addition any items that are lost in the post or are scanned as delivered but not received are not considered lost/late by Royal Mail until 15 Working days have passed since posting and a Royal Mail lost Mail claim must be submitted. If your order is late or lost and Royal Mail was your posting option then please contact us on 01323 730091 to request we submit a claim. This must be submitted to Royal Mail by us and then they will investigate before goods can be replaced/refunded. Royal Mail will then contact you and ask you to return a form to them. the claim will not be processed and be classed as closed if you do not return the form to Royal mail. By selecting Royal Mail as your delivery method you agree to this and all Royal Mail's terms of carriage. Royal Mail's Full terms and conditions can be read here. Please not due to the ever changing nature of delivery agents the information above is kept as up to date as possible however if companies change the format of deliveries we cannot be held responsible for this.
We Charge VAT on all applicable orders and our VAT registration number is 191475390
Please note: For customers importing into the EU you may face import duties or VAT when you import from the UK. We are not responsible for paying these charges.
We currently ship to the following International destinations. We will ship to anywhere in the world However if your destination country is not listed below it is because it is one of the few countries that requires a bespoke quote based on the size and weight of the order. Please contact us if you require a shipping quote.
PLEASE NOTE: WE OFFER INTERNATIONAL COURIER AND INTERNATIONAL AIRMAIL. WE STRONGLY ENCOURAGE CUSTOMERS TO USE THE INTERNATIONAL COURIER FOR LIVE CULTURES Due to transit times and reliability of international airmail for live cultures. INTERNATIONAL AIRMAIL IS FINE FOR DEHYDRATED CULTURES.
International delivery estimates are usually between 2-10 working days for courier deliveries and around 7-10 working days via airmail however this is only an estimate and will vary from country to country.
BELGIUM, FRANCE, GERMANY,IRELAND,LUXEMBORG,NETHERLANDS
Standard UK Royal Mail
CZECH REPUBLIC, ITALY, SLOVAKIA SPAIN
NOWAY, BOSNIA AND HERZEGOVINA, AND SERBIA
REST OF WORLD-SMALL ITEMS ONLY
we can and do ship to other destinations however we will need to get a bespoke courier quote so please contact us firstname.lastname@example.org and we will arrange that for you.
Please note that we don't ship glass bottles and demijohns or porcelain Crocks overseas unless you are happy to accept responsibility for any breakages. By ordering glassware/crocks you are accepting responsibility.
If you are ordering kefir for international delivery please order dehydrated grains or select a courier delivery rather than international post. This is because we have no control over delivery times with international post. With Most EU countries (outside of this dehydrated grains are a must) international post is generally not an issue as the grains can survive for around 15 days and most deliveries are made in this time however the delivery estimate is just an estimate and as their are so many factors out of our control we cannot guarantee the survival of live grains.We strongly encourage customers to choose the courier option for live cultures. We can only guarantee the dehydrated grains. Whilst this is not something that is generally problematic order live grains at your own risk.
The shopping cart calculates a running total of your basket weight.
The customer is responsible for ensuring any items ordered can be imported into the destination country and for all applicable paperwork. Happy Kombucha is unable to accept any responsibility for potential customs and importation issues and will not issue refunds. The duties, customs fees, brokerage fees and all other incidental charges are the responsibility of the customer. All items shipped will be accurately labeled for customs purposes including classification as food products. Exterior packaging cannot be removed or altered prior to shipping. We will not knowingly violate customs laws and cannot make exceptions.
Please be advised that the courier may look to leave your parcel with a neighbor if you are not at home when they deliver, if you are not happy for this to happen please ensure that you display an opt out sticker available from Royal Mail and notify us in the notes to merchant section of the shopping cart so we can note it on your parcel.