What if my delivery is not received?
Click and Collect
Place an order online and collect from our Chi Yip Supermarket.
During checkout please select click and collect and choose a date and collection slot from our calendar. Collection Orders must be made with a minimum 24 hours notice and opening hours vary on specific days.
After processing your order, we will contact you to confirm the time and date of collection.
|Country||For first Parcel up to 5kg||Subsequent extra 5kg|
For most products bought online, you have the legal right to change your mind within 14 days and receive a refund. (Consumer Contracts Regulations 2013)
You may return a product if the product is faulty or we have made an error. In these situations, we will refund you in full.
If you have bought goods, and you wish to change your mind and return the goods within the 14 day period, you may do so on the basis that the goods have not been used or altered in any way.
A contract is completed once you have received the goods, however should you refuse the delivery and return it to us because you did not want the order, we will refund payment less shipping costs.
If you want to process a refund, please contact us on the contact us page of the website or call us on 0161 655 3188.
Items for return should be sent to:
Hello Oriental Ltd
Greengate Industrial Estate
Please make sure you contact us before returning any item/s. Any item returned without notification can potentially be refused and not accepted. These items are also your property until we have received them. We would recommend a recorded service because of this.
If any goods and not returned to the adhered policy, we reserve the right to charge an appropriate amount to you in order to process the items re-sale. Refunds will be given as the same type of original payment. Please allow up to 28 days (plus delivery time) for refund to get into your account.
How safe is it purchasing online?
We are very safe to purchase goods online. We use Stripe as our main online payment provider. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, we make use of best-in-class security tools and practices to maintain a high level of security at Stripe.
Why are there different options for delivery to the UK?
This is because our courier have different tariffs for the different areas in the UK and we have to charge accordingly:
England, Wales & Parts of Scotland
Northern Ireland, Isle of Man, Isles of Scilly
Highlands, Islands and Parts of Scotland
Please ensure that you have chosen the correct area as our system checks that the postcode matches and we cannot proceed with your order if there has been a mismatch.
Do you deliver to outside the UK?
All non-edible items can be delivered across Europe
Chilled Food, Frozen Food, Bakery, Meat and vegetables can only be delivered to the UK with Next Day delivery only.
Any item not listed above can be delivered worldwide. If there is no option for your country please email us and we will get back to you with a postage cost.
Can I cancel/ Change my order?
You can cancel or change your order if it has not been dispatched yet. Please call/ email us to make sure that it is so, and we can cancel/ change your order for you. Please note that any additional items/ extra costs will need to be paid for beforehand.
To cancel your order if it has already been dispatched, please refuse the order and the courier will bring it back to us. However we can only refund the order minus delivery and packaging costs. You may also be charged for the return postage.
When will I know my order has been dispatched?
We will send you an email confirming dispatch with tracking information so you can monitor your delivery.
What if an item I bought is Out of Stock?
If an item is out of stock, we can rather remove the item and issue a refund/ credit on account or give you a substitute depending on which option you have chosen when placing your order. Any difference in price of the substitute will be credited to your account and if it is more expensive, we will not charge you extra.
Age Verification for alcohol and Knives
In compliance with distance selling regulations and conditions of our licence, it is necessary for us to confirm the age of our customers who purchase age-restricted items such as alcohol or knives from us. To verify, please send us your photo ID (passport/ Drivers licence only) to email@example.com and we will mark your account as age verified.
Free Delivery promotion
Free delivery promotions are only available within England, Wales and parts of Scotland. It is not available on Chilled, Bakery, Meat and frozen products. To take advantage you must remove these products from your basket to be eligible.