SHOPPING INFORMATION

Unfortunately, we do not have a retail outlet. We facilitate only online shopping. 

Most of the time you will receive the same product that you see on the picture. When the product manufacturer changes the packing shape or design without notice, it can be that the product image may vary from the product you receive.

In case we don’t have a specific brand or size we will inform you before despatch and suggest alternatives to your preferences. If you are not satisfied with the alternatives, we will process a refund for that particular product.

You do not have to login/create an account at Shaalis.com to place an order. But we advise our customers to create an account and log in, to keep track of the order details and facilitate rewards points with every order. These reward points can be used to avail discounts on your next orders. 

You can place an order for any amount. However, if the order amount is less than the minimum amount, we will charge you the delivery costs depending on your delivery zone (please check our delivery policy for more information)

No, there is no minimum quantity limit for ordering. We can deliver even a single item of your choice (delivery charges may apply if the minimum order amount is not met).

For delivery zones 5-7, we do not accept orders that weigh a total above 20kg per order (please check our delivery policy for more information). 

It is not possible yet to place an order on the phone at this moment. Orders can only be placed via our website. But feel free to contact us, if you have any product or service related queries.

An order can be changed as follows:

For removing an item: These changes need to be carried out before despatch. You require to call us to inform us about these changes and we will do the necessary. 

For adding a product: You will need to call us and we will advise you on the possible options for adding another product to your existing order depending on the despatch status.

We do not support Watsapp or Social Media direct messages. 

You can cancel your order before we despatch it. To cancel your order, please call us on time and we will take the necessary actions. 

When an order is placed, you will automatically receive an email and SMS with the order confirmation. Please also check your Junk/Spam mail folder and mark that email as safe. If you still do not see order confirmation mail, please check the order status in your personal account of Shaalis.com and verify your email address in your ADDRESSES list.

If a product is out of stock, you will have an option to be notified by email as soon as the product is back in stock. Please opt for email notification by entering your email under “E-mail when Stock is available” on the respective product(s) page.

Orders fully submitted and paid before 12.00pm are generally dispatched on the same day and the orders submitted after 12.00pm are generally dispatched the next working day. If there is a delay from our side, the customer will be made aware of this. 

We keep running exciting offers and promotions regularly. Subscribe to our Newsletter and check our social media pages for new offers and promotions. 

We continue to extend our product line on a daily basis. Check back regularly or subscribe to our Newsletter to keep up to date about our exciting new additions.

All transactions on our website are handled over a highly secure payment server. Our site is regularly updated and monitored to ensure that it is safety compliant, and moreover, we do not have access to your credit/debit card details at any time.

PAYMENT INFORMATION

You can make payment online by checkout using debit or credit card or do direct bank transfer to our account.

We currently accept credit and debit card payments with VISA, Mastercard, and American Express. 

Direct Bank Transfer is also accepted. You will need to make your payment directly into our bank account: Barclays, Acc: 83667995, SC: 20-57-76. Please use your Order ID as the payment reference. Your order will not be shipped until the funds have cleared in our account.

Coming soon we will also accept MAESTRO and PAYPAL 

We do not accept cash on delivery.

After you placed an order you will receive a sales receipt in your email. If you are a registered customer you can view your sales receipt in My account section.

We do not offer a credit facility to our customers. Orders must be fully paid before dispatch, hence cash on delivery facility is not possible.

Yes, it is possible to use a Non-European Credit Card on our website.

The security of our customers’ details is a key priority for us. We do not sell or share any information related to customers to third parties. We will only use the information that we collect about you lawfully and in accordance with the Data Protection Act 1998.

Please refer to the Privacy Policy for more information.

DELIVERY INFORMATION

Once the order is placed, we will notify you with Order Confirmation through email and SMS. We will process the order and notify you again with Despatch Confirmation through email and SMS. 

For Delivery Zone 1-4, Shaalis Delivery Staff will deliver your order. 

For Delivery Zone 5-7, UPS will deliver your order. Once we have shifted the package to them, Track and Trace code will be provided by them through email. NOTE: For zones 5-7, we deliver all products except Frozen and Chilled products, and we limit a maximum of 20kg per order.

Please check our delivery policy for more information on our delivery zones in the UK.

Coming soon we will launch in European countries, so please subscribe to our newsletter to get notified when new zones and countries are added. 

 

Currently, we are not delivering to European countries. However, we are making arrangements to soon start with European services. Subscribe to our Newsletter to keep up to date. 

Any orders submitted before 12.00pm are generally dispatched on the same day. However, depending on the delivery zones, the order will be delivered on the same day or within to 2-3 working days (please check our delivery policy for more information)

When your order is dispatched you will receive a confirmation email and SMS. (Please also check you Junk/Spam mail folder and mark that email as safe)

Shipping charges vary per delivery zone. Please check our Delivery Policy for more information.

You can pick up your order yourself at a nearby pickup point. On the checkout page under the “Shipping” method, you can select either delivery-to-address or collect from one of the locations shown at checkout. 

Yes, your invoice and shipping address can be different. However, the delivery address must be in one of the locations we deliver. Check our delivery policy for all the locations we currently deliver.

For delivery zones 1-4, you cannot schedule the time of delivery of your order. We will notify through email and SMS once the order is dispatched, which means that the order is out for delivery. 

For delivery zone 5-7, UPS will provide you with their Track and Trace feature possible delivery options once they have received the package from us.

For delivery zones 1-4, it is possible to schedule the delivery day to other than same-day delivery. For this you can do one of the following;

  • You can comment during checkout in the Order Notes section with the desired day of delivery. 
  • Call us before your order is despatched. 

For delivery zone 5-7, UPS will provide you with their Track and Trace feature possible delivery options once they have received the package from us. 

For delivery zones 1-4:

These zones are covered by Shaalis Delivery Team. If you missed the delivery, we will make another attempt the same or the following day if possible, or cancel the order and process the same for a refund. 

For delivery zone 5-7:

If you missed your delivery in these zones, UPS will make a 2nd attempt which u can track in their Track and Trace status. If you had missed the 2nd attempt, the package will be dropped at the nearby UPS Collection Point. 

Unfortunately, our delivery team does not make calls before making the delivery. Once you get a confirmation email and/or SMS that the order is despatched, you can expect the order to be delivered the same day of this despatch confirmation mail. 

Our delivery team will maximum try to deliver your order to your doorstep where possible. But if your property, compound, or flat is secured for third party entries, please be aware that it is your responsibility to come and collect the order at the entrance or make the necessary arrangements beforehand.

We can leave the parcel unattended at your doorstep, only if you ask and give permission for us to do so. In order to do so, please call and inform us before despatch.

All our orders consist following orders statuses:

On hold: Awaiting Payment. Your order will not be processed until the funds have cleared in our account.

Processing: Payment is confirmed and the order is being processed. 

Completed & Despatched: Your order is completed, despatched, and out for delivery.

Shifted: Your order is completed, despatched and given to UPS for delivery (applicable only for Delivery Zone 5-7)

Soon after your order is despatched, you will receive a confirmation email and SMS. Please check the JUNK/SPAM mail folder (mark the mail as safe to avoid future emails in Junk/Spam).

RETURN INFORMATION

We want you to be completely satisfied with our products and services. If for any reason you are not happy and wish to return anything bought from Shaalis, we will be happy to offer exchanges provided the returning goods are in a fully resalable condition. In such circumstances, please call us or email us to [email protected] we will guide you in the process.

Please check our Return Policy for more information. 

To request a refund or replacement please contact us first by email or telephone. We will require you to return the goods, at your cost, to us for inspection. Shaalis will not be liable for goods that are lost or damaged in return transit and recommend that you obtain proof of posting.

We take the utmost precautions that our customers will not receive any wrong products. But if you receive any goods by mistake, that wasn’t ordered, please contact us within 7-days to arrange for us to collect them.

We take the utmost precautions that none of your items are omitted in your order. But if by any chance you have not received an item that you ordered, please contact us (preferably call) on the same day of delivery and we will advise on further actions.

If your order is delivered with damaged items, please mail to [email protected] on the same day of delivery with a description and photo of the damage.

Please note that it is necessary that you email us on the same day of delivery. If you inform us the next day, we cannot verify what could have happened between the day of delivery and the day of your notification. 

FRESH & FROZEN FOODS INFORMATION

Shaalis fresh & frozen products consist of 

  • Chilled Items (Milk, Egg, Drinks, etc)
  • Frozen Food
  • Fresh Meat & Fish

Products in the chill room are removed only before despatch. 

Vegetables and Fruits are stocked every day hence only new stocks are delivered to our customers. 

We ship vegetables, fruits, chilled, and frozen food items to all areas in delivery zones 1-4.

But, we do not deliver Frozen and Chilled products to delivery zones 5-7.

(Please check our delivery policy for more information).

We have both fresh and frozen fishes, please check in their respective product sections while ordering.

We will clean and cut fresh fish at the request of the customer. For this, please comment during checkout in Order Notes or call us after placing your order. 

Fresh fish and meat are weighted before washing and cutting (this is called the Gross Weight for which you are charged). After the cutting and cleaning process, the waste is removed which results in Net Weight. This is the difference between weight in cut fish/meat and gross product. 

SHAALIS REWARD POINTS INFORMATION

Shaalis.com provides our customers who have Shaalis Account reward points on their purchases. Whenever you make a purchase at Shaalis.com after signing in your account you will be granted automatically with these Reward Points in your Shaalis Account. You can collect and use these reward points to avail discounts on your future purchases.

For every 1 pound you spend, you will earn 1 Shaalis reward point. A total of 100 Shaalis points can be redeemed for 1 Pound discount on your next order (1 reward point has a value of £0.01).

Please note that reward points are earned only for your total value of goods in your order. Unfortunately, delivery fees charged at checkout are not eligible for reward points. 

In order to become eligible for Shaalis reward points, you will have to create an account at Shaalis.com. Only the orders placed after creating and signing in your account are eligible for Shaalis Reward Points. You cannot claim Reward Points for orders that were placed before creating your Shaalis account.

Unfortunately, we do not support reward points to be reclaimed as cash. The Shaalis Reward Points can be used only to avail discounts on your future purchases on Shaalis.com.

At checkout, you will be given automatically an option to redeem your existing reward points for a discount. This option is visible only if you are signed in to Shaalis.com. 

CONTACT INFORMATION

You can contact Shaalis through Email, Call, or Chat on our website. 

Email: You can contact us on [email protected]. We try to respond promptly on the same day.

Online Chat: You can also use online Chat on our website (available 9am-10pm).

Phone: You can call us any day (9am-8pm) at +44 7388309596. 

Our chat support is 9am-10pm open for any product or service related questions. We will provide an instant reply to all our chat queries.  

Due to the increase in the number of emails and calls, it may take longer for an email to be answered. But we strive to reply to all our emails within 24hrs. 

We take your complaints and suggestions very seriously and would like to ensure our customers of a satisfactory resolution of their complaint. Please send us an email on [email protected].