Excellent Return Policy
Products and orders are processed straight away, however, there may be delays due to stock quantities. Thai Food Direct does not ship on the weekend. So if you order on Friday you will need to choose Saturday delivery. If you order on Saturday or Sunday then your parcel will be shipped on monday.
Delivery charges are calculated when you checkout and are based on your location. All charges are based on a maximum package weight of 25kg. A basket of goods amounting to more than 25kg will be treated as two or more separate packages, and the delivery charge will be multiplied accordingly.
We generally dispatch orders on the same working day of receipt, if order placed before 12pm. If for any reason, there will be a delay of more than 3 days in the sending of your order, we will contact you by email to advise you of the reason for the delay and the expected day of dispatch.
Once the order is set for shipping it is the responsibility of shipping company once the items have been collected.
DHL is the courier service we use. Thai Food Direct is not responsible for any delay which may be caused by the shipping company. The details of the delivery ie. Consignment Number will be sent to you via e-mail or phone text messages. Customers can track the status of the delivery through:
It is the responsibility of the customer to be available when the delivery arrives. If the delivery is not accepted and the products are damaged due to this delay the company Thai Food Direct is not responsible for any damages or claims whatsoever.
Care is taken and all items are protected when shipped from Thai Food Direct and all items leave the premises in good order.
Occasionally, items ordered are unavailable. When this occurs, we may either omit one or two items from the order or substitute similar items of equal or higher quality at equal or lower price. and we will automatically refund your transaction amount if any goods are not sent or any cheaper products are substituted. We will never charge for more expensive items or increase your final payment amount without consulting you. If a large proportion of your order is unavailable, we will contact you by email or telephone.
After receiving the goods Customers will have to check it immediately upon receipt of the delivery. If the product is not complete or is broken or does not match the product you ordered (unless advised it has been substituted), you must notify the company within 24 hours. Photographic recordings of all consignments are taken before dispatch. To report any damage to the company, you should do so, by sending an email to [email protected] with photographs of damage (One product type to one image).
You can cancel your order any time prior to us booking your delivery, after this time a £10.00 cancellation fee will be deducted from your refund. No cancellation after dispatch whatsoever will be accepted.
Please note that delivery to some Scottish areas may take longer than 24hrs. All delivery times cannot be guaranteed, and although we work with the couriers to ensure that deliveries are made on time, events beyond our control can occasionally mean that goods take an extra working day to arrive. Please bear this in mind when ordering fresh or frozen goods as we, unfortunately, cannot guarantee the quality of these items when dispatched to non-UK Mainland addresses.