Shipping & Returns/Refunds

Dear valued customer,

Accepted at Delivery Point now available

 

We recognise that in light of the uncertainty regarding coronavirus that it is paramount to ensure that we have processes in place to enable consumers to continue to receive deliveries while they may be at home for a period of time.

Our delivery choices will remain in place to ensure that consumers can arrange deliveries to suit them, whether selecting a safe place for our driver to leave the parcel or arranging to collect from a local DHL Parcel UK ServicePoint.

For consumers who want to accept deliveries at home but are self-isolating and minimising physical contact, a new delivery type description ‘Accepted at Delivery Point’ is now available.

On arrival at the delivery address our driver will knock or ring the bell and will then step away to a safe distance. If the consumer advises that they wish not to sign on the scanner, the driver will ask for their name, record ‘Accepted at Delivery Point’ and then take a photo of the premises.

If a consumer is unable to come to the door, a calling card will be left advising of alternative delivery options. A friend or family member can collect the parcel from either the local DHL Parcel UK depot or ServicePoint, they will just require the calling card, and ID for themselves and the person they are collecting on behalf of.

To stay up-to-date with the latest DHL Covid-19 information please click here.

Kind regards,


Finally, we are reluctantly introducing temporary limits (3 items per product) across some of the website’s most in-demand items. This is to help ensure that our products are shared fairly.
We dispatch parcels from Monday to Thursday 14:00. We don't dispatch over Friday, Saturday, Sunday.
Please do not order perishable items unless you will be happy to take the responsibility. Also we reserve the right to limit glass packed products to 6 items per parcel.

Message from our courier company: no compensation can be given for shipments containing; alcoholic beverages, food, perishables, liquids or flora. 

Delivery Prices (1-2 business days after your parcel left our store)
NameWeightDimensionsPrice
Smallunder 5kgNo single dimension exceeds 35cm£8.95
Mediumunder 10kgNo single dimension exceeds 45cm£9.95
Largeunder 20kgNo single dimension exceeds 60cm£13.60
Superlarge20 to 30 kg£22.60
30 to 40 kg£34.15
40 to 50 kg£44.65
50 to 60 kg£52.50

The following areas and postcode are classed as the Scottish Highlands and will attract an increased shipping rate:

Isle of Wight

Isle of Man

Scilly Isles

Highlands (Postcodes)

AB31-38, AB40-56, IV1-28, IV30-32, IV36 & IV40, IV 52-IV54, IV63, KW1-KW14, PA21-PA38, PH4-PH41, PH49 & PH50, HS, IV41-49, IV51 -IV56, KA27 & KA28, KW15-KW17, PA20, PA41-PA49, PA60-PA78, PH42-PH44, ZE.

Goods must be signed for at the delivery address (or upon collection), by you, or by your nominated representative who must be aged 18 or above. You may be asked for proof of age if you look under 25 years old. Under no circumstances will goods be left unattended, for example in a garage, or with anybody below the age of 18.

Additional day(s) transit may be required for remote areas.

Public and Regional holidays may affect delivery lead times.

Delivery times may vary in the event of adverse weather conditions.

Please note redelivery charge will be £6.00.

Whether you need to rearrange your delivery, provide feedback on your delivery experience or simply find your nearest depot, DHL will help you find the information you need.
If you would like to talk to one of DHL advisors regarding your delivery, please call 02476 937770. DHL team are available to help you Monday to Friday 7am – 8pm, Saturday 8am – 6pm.

Please note that you will require your consignment number and delivery postcode as without this information, they will be unable to progress your query.

For nationwide parcel tracking please use https://track.dhlparcel.co.uk/.

International Orders.
We will work with you to provide the best price for your delivery needs. To place an international order, please contact info@babushkadeli.uk and we can send you an estimate for shipping costs. Any duties or taxes are the responsibility of the recipient.
Courier To USA From UK
We offer door to door delivery from the UK when sending a parcel to USA.
Courier company drivers will come and collect your parcel from Babushka Deli. That very day your parcel will be returned to its local depot and sorted, from there it will travel over night to one of distribution centres and begin its journey to the USA. You can expect delivery within 2-3 days after collection.
US Customs Information
It is important to know that US customs may apply additional duty or tax to your shipment, these charges will be applied to the receiver of the parcel. As these charges are applied at point of entry to the USA we cannot include these charges in our prices. To ensure there are no delays at customs you need to ensure your parcel will be accepted into the country.
Shipments sent to the UAE & Saudi Arabia will have a 5% surcharge of the value of the commodities shipped added during the booking of delivery process, regardless of the purpose of shipment. Please contact us for the final figure.
The services provided by our carrier are outside of our control. While we cannot guarantee delivery dates or times, UK delivery is normally no more than 1-2 working days after dispatch.
In the event of a delayed delivery, we regret we are unable to offer compensation.
We are unable to specify whether or not the item is left on your doorstep. It will be your full responsibility to accept the parcel or rearrange delivery before attempt has been made. Babushkadeli will not be responsible for any lost or stolen packages. In the event that your package is lost or stolen, please file a claim with the carrier and notify Babushkadeli immediately.
We ship orders containing perishable products on Mondays and Tuesdays due to the fact that products will be held in the courier storage facility over the weekend and the products can spoil. You will receive your packages Tuesday through Friday depending on distance and shipping method so please order in advance. We ship orders containing non-perishable products Monday-Friday.
Shipping cost depends on weight, distance, bulk, carrier and method of shipment.
By ordering perishable products you agree to accept full responsibility. To ensure that you receive all your products in good condition we use chilled packs (reusable). 

PROCESSING TIME
While processing and packing of your order can take up to three days, we do aim to release it same day. Please note, this does not include delivery time.

RETURNS & REFUNDS
Please note that sometimes products (e.g. Russian products) have PRODUCTION date, not EXPIRATION date on them.
For safety and health reasons, no returns of any perishable or goods, which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly will be accepted. You will have the right to cancel/return within seven days of receipt of the goods. If you decide to return, we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This does not include the cost of delivery and return.
Should the customer not be entirely satisfied, Babushkadeli will refund any item subject to due compliance by the customer with these Terms and Conditions. Please contact us with any queries.
Any refunds for unwanted substitutions or returned items will be made after the goods have been returned. However for a  cancelation after when your order packed and courier service reserved we will charge from min £5.00.
Images are provided to help recognise products. Due to packaging redesign and improvements these may not reflect exactly the pack you receive.

STOCK
Please keep in mind, we sell products while stock lasts. However we can not guarantee that stock is available at the moment you placed the order. In case we are out of stock for the item ordered, we will contact you and offer you replacement or refund for that item.