Delivery Terms

1. Overview

These Delivery, Dispatch & Sales Terms ("Terms") govern all purchases made through the Caribe Foods’ website. By placing an order with Caribe Foods, you confirm that you have read, understood, and agree to these Terms in full.

Nothing in these Terms affects your statutory rights as a consumer under applicable UK law, including the Consumer Rights Act 2015.

2. Order Deadlines & Dispatch Schedule

Orders are dispatched on working days only (Monday to Friday). We do not dispatch on Saturdays, Sundays, or UK Bank Holidays.

• Order deadline: Orders placed by 11:00pm on a working day will be dispatched on the next working day.

• Late orders: Orders placed after 11:00pm will be dispatched on the following working day (i.e., two working days from the date of order).

• Orders placed on a weekend or Bank Holiday will be dispatched on the next available working day.

A dispatch confirmation email will be sent to the address provided at checkout once your order has left our facility. This email is your reference point for all delivery timing.

3. Delivery Service

Royal Mail Tracked 24

£4.99 - Orders below £50

FREE - Orders £50 and over

Caribe Foods delivers all orders using Royal Mail Tracked 24, which is an aim-based, next-working-day delivery service.

Royal Mail Tracked 24 is designed to deliver the next working day after dispatch, but this is a delivery aim only and not a guaranteed service. Royal Mail's own terms state that delivery within one working day is a target, not a commitment, and that delivery times can vary based on handover time, operational pressures, postcode area, and other factors.

Once your order has been handed to Royal Mail, all delivery performance is outside Caribe Foods’ direct control. Caribe Foods is not responsible for delays, missed deliveries, or delivery failures caused by Royal Mail or any other circumstances beyond our reasonable control once the parcel has been dispatched.

Royal Mail's Tracked 24 service terms are available to view at royalmail.com/terms-and-conditions.

4. Delivery Delays & Service Exceptions

Royal Mail's terms allow for service changes, disruptions, or delays in circumstances beyond their reasonable control. These may include, but are not limited to:

• Severe weather conditions

• Industrial action or strikes

• Traffic incidents or road closures

• Mechanical or operational failures

• High-volume or peak delivery periods (e.g., Christmas, Bank Holidays)

Certain postcode areas — including some remote, rural, or island locations — may fall outside Royal Mail's standard next-working-day delivery aim and could take longer. Caribe Foods cannot guarantee delivery timescales to these areas.

During peak or high-demand periods, both dispatch and delivery may take longer than usual. We will endeavour to communicate any known disruptions via our website or email where possible.

5. Perishable Goods & Consumption Advisory

Caribe Foods sells perishable frozen food products. For health and safety reasons, please note the following important advisory:

• Do not consume goods delivered more than 48 hours after your dispatch confirmation email was sent.

It is your responsibility to check the dispatch confirmation email promptly, note the dispatch date and time, and ensure you or someone you authorise is available to receive and store your order correctly upon delivery.

If goods are left unattended for an extended period after delivery, Caribe Foods cannot be held responsible for any spoilage or quality degradation.

6. Delivery Address & Failed Deliveries

You are solely responsible for providing accurate and complete delivery information at checkout, including name, full address, and postcode. Caribe Foods accepts no liability for delays or non-delivery resulting from:

• An incorrect or incomplete delivery address

• Nobody being available to receive the parcel• A parcel being redirected, held at a local delivery office, or returned to sender due to failed delivery attempts

• Goods left in a safe place or with a neighbour at the customer's instruction or Royal Mail's standard practice

Risk in the goods passes to you at the point of delivery as recorded by Royal Mail's tracking system (including delivery to a safe place or neighbour).

If a parcel is returned to Caribe Foods due to a failed delivery or address error, we will contact you to discuss next steps. Reshipping charges may apply.

7. Damaged, Incorrect, or Missing Orders

Caribe Foods takes great care in packing every order. If your order arrives damaged or incorrect, or if items are missing, you must report the issue within 24 hours of delivery by using the Contact page on our website.

Please include the following when submitting your report:

• Your order number

• A clear description of the issue

• Photographs of the parcel and affected items (required for damaged goods)

Reports submitted outside of this 24-hour window may not be eligible for resolution. This does not affect your statutory rights in relation to goods that are faulty or not as described.

8. Purchases Are Final

All purchases made through the Caribe Foods’ website are final, subject to your rights under applicable UK consumer law (including your right to a remedy where goods are faulty, damaged upon arrival, or not as described).

We do not accept returns of perishable food products unless they are faulty or incorrect. This is in accordance with Regulation 28(1)(b) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which provides an exemption from the right to cancel in respect of goods that are liable to deteriorate or expire rapidly.

9. Complaints & Enquiries

For all order enquiries, complaints, or disputes, please use the Contact page on our website. We aim to respond to all messages within 2 working days.

We ask that all disputes and complaints be submitted in writing via the Contact page so that we can log and address them properly. We will not be able to process complaints made by any other means.

10. Your Statutory Rights

These Terms do not limit or exclude any rights you have as a consumer under UK law, including:

• The right to goods that are of satisfactory quality, fit for purpose, and as described (Consumer Rights Act 2015)

• The right to a repair, replacement, or refund where applicable

• Any other rights afforded to you under applicable legislation

If you are unsure of your rights, you may seek guidance from Citizens Advice (citizensadvice.org.uk) or contact your local Trading Standards office.

11. Limitation of Liability

To the fullest extent permitted by law, Caribe Foods’ liability in connection with any order is limited to the purchase price of the goods in that order. Caribe Foods is not liable for indirect, consequential, or incidental losses arising from delays or delivery failures that are outside our direct control.

12. Changes to These Terms

Caribe Foods reserves the right to update or amend these Terms at any time. Any changes will be published on this page with an updated date. The version published on our website at the time of your order will apply to that order.

For all enquiries, complaints, or disputes, please visit the Contact page on our website.