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Cancellation Policy

5. Cancellation /Amendment of orders

5.1 We reserve the right to cancel your order if payment is not received or received on time.
5.2 Your order will be placed on hold until we agree to amend your order. We reserve the right to cancel or refuse any amendment

5.3 You may request an amendment to an order prior to the delivery of your existing order by telephone or fax with your revised order quoting your order ID

5.4. You can cancel or change any of your current orders up until the amendment cut off point specified in your order confirmation. You can make changes to your order by going to 'My Account' and clicking on 'My grocery' orders, cancel/amend this order. Alternatively you can call our Customer Services department on 02085585204.

5.5 The orders cannot be cancelled by email.

6. RETURN AND EXCHANGE POLICY:-

By placing an order on this web site, you indicate that you have read and agree to the following return policies and conditions. We stand behind all of our merchandise. If for any reason, you are not satisfied with the quality, however, we will rectify the situation via our customer services.

6.1 General Return Policies

6.1.1 Once an order has been delivered, it cannot be cancelled. If you refuse receiving an order, all the delivery cost  will be deducted from your refund.

6.1.2 Customer must inform us of any order discrepancy, physical damages or other issues within 3 days after the delivery date.

6.1.3 Unfortunately, we are unable to offer refunds/exchange for any fresh Meat, vegetables, chilled or frozen items after 6 hours of goods delivery due to the nature of product.

6.1.4 Personal care items (such as hair, skin or body care products) cannot be returned after open. They can only be returned to the original manufacturers under their warranty policies.

6.1.5 If the original order was paid with a credit card, refund is only credited back to the same credit card.

6.1.6 You agree to pay all delivery charges and accept all risk of loss for the items being returned. When returning the items, we strongly recommend the use of a carrier that can track packages. We will not be responsible for any return shipping loss.

6.1.7 You agree that all returned items will be 100% complete, in re-sale-able condition and will include the original packaging material, manuals, warranty cards and other accessories provided by the manufacturers.

6.1.8 Please allow 2-7 business days to process your return.

6.1.9 We reserve the right to refuse service that would violate the return policy.

6.2 Return Policy for Refunds

6.2.1 You must request a return for refund within 30 days from the delivery date. No refunds are issued after 30 days.

6.2.2 All items returned for a refund must be returned in 100% complete, in "as new", re-sale-able condition and will include the original packaging material, manuals, warranty cards and other accessories provided by the manufacturers.

6.2.3 We do not accept return of certain items for a refund, including.

6.2.4 Any item that is returned after the 30 day grace period.

6.2.5 Any item that is not in its original condition, is physically damaged,            

6.2.6 Opened personal care items

6.3 Return Policy for Exchange or Replacement

6.3.1 Products returned for exchange and replacement must be in new condition, original packaging be received within 7 days of the invoice date.

6.3.2 You are responsible for the exchange delivery cost for us to send the exchange product to you.

6.3.3 We are only responsible for replacement of defective products as well as responsible for the delivery cost to send replacements to you.

6.3.4 We reserve the right to refuse for return or charge a restocking fee for damaged or incomplete returns.

Any queries regarding returns or exchanges, as a first port of call, please contact us by email at sales.eastlondon@ishopdesi.co.uk