Shipping policy

Last updated: 19 July 2026

This policy explains how shipping and delivery work for CoChilli Pro products ordered through the CoChilli website.

CoChilli Pro products are supplied by:

CoChilli Pro Ltd
Company number: 17309712
90 Clayton Road
Hayes
Middlesex
UB3 1BA
United Kingdom

Email: pro@cochilli.co.uk

Please read this policy alongside our CoChilli Pro Terms of Sale and Return and Refund Policy.

1. UK delivery area

We currently offer standard online checkout delivery to eligible UK addresses.

Delivery availability, charges and service options may vary depending on:

  • the delivery postcode
  • the parcel’s size and weight
  • the products and quantities ordered
  • the total order value
  • courier availability
  • any restrictions affecting the destination

Some delivery services may not be available to all UK postcodes, including certain remote, offshore, island or restricted locations.

Available services and charges will be shown at checkout before you complete your order.

2. International delivery enquiries

International delivery is not currently available as a standard checkout option.

We may accept orders for delivery to EU countries and other international destinations by prior agreement.

To request an international delivery quotation, please contact us before placing your order and provide:

  • the destination country
  • the full delivery address and postcode
  • the products and quantities required
  • whether the order is for personal or business use
  • any required delivery timeframe

International delivery is subject to confirmation that:

  • a suitable courier service is available
  • the products can be lawfully exported from the UK
  • the products are permitted for import into the destination country
  • the order can meet relevant customs, food-import and labelling requirements
  • the customer accepts the quoted delivery, documentation and handling charges

An enquiry or quotation does not guarantee that we can deliver to a particular country.

We reserve the right to decline or cancel an international order where we cannot reasonably confirm that the products can be delivered lawfully, safely or commercially.

3. Delivery charges

Delivery charges are shown at checkout for standard UK orders.

Where more than one delivery option is available, you can choose your preferred service before payment.

Any free-delivery offer, minimum spend or promotional delivery rate will be clearly shown at the time of purchase.

Unless stated otherwise, a free-delivery threshold applies to the value of qualifying products after discounts and before delivery charges are added.

We will not add an optional express or enhanced delivery service unless you select and agree to that service.

For international orders, delivery charges will be quoted separately and may include:

  • courier charges
  • enhanced export packaging
  • insurance
  • export documentation
  • customs processing
  • fulfilment and handling charges
  • delivery surcharges for remote or restricted areas

International delivery charges must be accepted before the order is confirmed.

4. Customs duties, taxes and international charges

Unless we expressly agree otherwise in writing, international orders are supplied on the basis that the recipient is responsible for any charges payable in the destination country.

These may include:

  • import VAT
  • customs duty
  • local sales taxes
  • customs clearance fees
  • courier administration charges
  • storage charges
  • inspection charges
  • local handling fees

These charges are not included in the product price or delivery quotation unless clearly stated.

The recipient must provide any information reasonably required for customs clearance and must pay any applicable import charges promptly.

We are not responsible for delays, additional costs, seizure, destruction or return caused by:

  • unpaid import charges
  • incorrect information supplied by the customer
  • the customer’s failure to provide customs information
  • local import restrictions
  • refusal by the recipient to complete customs clearance

This does not affect any responsibility we have for incorrect export documentation supplied by us.

5. Dispatch and delivery times

We aim to dispatch orders within the timeframe shown at checkout, on the relevant product page or in your order confirmation.

Estimated delivery times begin when the order is dispatched, not when the order is placed.

Orders placed after a stated cut-off time, at weekends or on public holidays may be processed on the next working day.

Delivery times are estimates and are not guaranteed unless we have expressly agreed a guaranteed delivery date with you in writing.

For consumer orders, we will deliver the products without undue delay and normally within 30 days after the order is accepted, unless a different delivery period has been agreed.

International delivery estimates may be affected by customs clearance, border controls, inspections, local courier services and events outside our reasonable control.

6. Fulfilment and delivery partners

Orders may be stored, packed and dispatched by a third-party fulfilment partner.

Delivery may be completed by Royal Mail, DPD or another suitable postal, parcel or freight service.

Although we use third-party fulfilment and delivery partners, your purchase contract remains with CoChilli Pro Ltd.

Please contact us if your order is delayed, lost, damaged or incorrectly delivered.

We may ask you to review tracking information or assist with a courier investigation, but this does not remove our responsibility for dealing with your order.

You may receive a dispatch confirmation, tracking number and delivery updates where these are available through the selected service.

7. Delivery address and contact details

You are responsible for providing complete and accurate delivery and contact details when placing an order.

These details may include:

  • recipient name
  • delivery address
  • postcode
  • email address
  • telephone number
  • business or premises name, where relevant

local tax or registration details where required for international clearance

Please check your details carefully before completing payment.

Contact us as soon as possible if you notice an error. We cannot guarantee that an address can be changed after an order has entered the fulfilment or dispatch process.

Where a parcel must be resent because an incorrect or incomplete address was provided, the location was inaccessible or the parcel was not collected, we may charge reasonable redelivery costs.

Any redelivery charge will be explained before the parcel is sent again.

Nothing in this section limits our responsibility where the delivery problem was caused by us, our fulfilment partner or the delivery service.

8. Delivery instructions, safe places and neighbours

Depending on the courier service, you may be able to nominate:

  • a safe place
  • a neighbour
  • a collection point
  • an alternative delivery date
  • another suitable delivery preference

Instructions entered through a courier’s website, application or delivery notification are provided directly to that courier.

Please only nominate a safe place that is secure, sheltered and suitable for food products.

Where you nominate another person or location to receive the parcel, delivery to that person or location may be treated as delivery to you, where permitted by law.

We will not be responsible for loss or damage caused solely by unsuitable or inaccurate delivery instructions provided directly by you after dispatch.

This does not affect your statutory rights or our responsibility for properly arranging delivery.

9. When responsibility for the products passes to you

For consumer orders, the products become your responsibility when they are delivered into the physical possession of:

  • you
  • a person identified by you to receive them
  • another person or location nominated by you, where applicable

The products remain at our risk while being transported by a carrier selected by us.

For business and professional orders, responsibility for the products passes as set out in the applicable CoChilli Pro Terms of Sale, Trade and Bulk Purchase Terms, quotation or other written agreement.

Please check the parcel and products as soon as reasonably possible after delivery.

10. Delayed or missing orders

Please contact us if:

  • the estimated delivery period has passed
  • tracking shows the parcel as delivered but you cannot locate it
  • tracking has not updated for an unusual length of time
  • the courier indicates that the parcel may be lost
  • only part of the order has arrived
  • the parcel has been returned to the sender unexpectedly

We may ask you to check with:

  • other members of your household or business
  • a nominated neighbour
  • building reception or security
  • the nominated safe place
  • a local collection point

We will review the order and, where appropriate, investigate with our fulfilment and delivery partners.

Where an order cannot be located or is confirmed as lost, we will offer an appropriate remedy in line with your legal rights and our Terms of Sale.

Where a consumer order is not delivered within an agreed essential timeframe, or within the period required by law, you may have the right to cancel the affected order and receive a refund.

Please do not place a duplicate order unless we have confirmed that this is necessary.

11. Partial or split deliveries

We may send an order in more than one parcel where this is reasonably necessary because of:

  • parcel size or weight
  • stock location
  • courier restrictions
  • product availability
  • fulfilment requirements
  • customs requirements
  • operational considerations

Where possible, we will tell you if an order is being delivered separately.

You will not be charged an additional delivery fee solely because we choose to split an order after it has been placed.

Different parcels may have separate tracking numbers and delivery dates.

12. Damaged, missing or incorrect deliveries

Please contact us as soon as reasonably possible if:

  • your order has not arrived
  • the outer parcel is seriously damaged
  • a product is damaged
  • a product is missing
  • you have received the wrong product
  • the parcel appears to have been opened or tampered with a pouch, seal or pack appears to be leaking, swollen, punctured or otherwise compromised

Reporting an issue within 48 hours of delivery helps us investigate quickly with our fulfilment and delivery partners.

This 48-hour reporting request does not remove or limit any rights you may have under consumer law.

Please keep:

  • the outer shipping carton
  • all internal packaging
  • the delivery label
  • the affected product
  • the product batch code
  • the best-before details
  • any customs or courier documents supplied with an international parcel

We may ask you to provide photographs of the parcel, packaging, delivery label and affected products.

Do not open, use, cook, serve or consume a product if its pouch, seal or packaging appears damaged, swollen, leaking, punctured, tampered with or otherwise unsafe.

Please store the affected product safely and follow any instructions we provide.

13. Refused, unclaimed and undeliverable parcels

If a parcel is refused, unclaimed or returned to us as undeliverable, we will review the reason for the return.

A parcel may be returned where:

  • an incorrect or incomplete address was provided
  • the recipient refused delivery
  • delivery was attempted but could not be completed
  • the parcel was not collected
  • the location was inaccessible
  • the courier could not verify the address or recipient
  • customs charges were not paid
  • required customs information was not provided
  • local delivery or import restrictions prevented completion

Where the return was caused by a matter reasonably within the customer’s control, we may charge or deduct reasonable outbound delivery, return, customs, storage, handling and redelivery costs where the law allows.

For food products, we may be unable to resend or resell products that have left our controlled fulfilment process.

Any refund, replacement or redelivery will be considered under our Terms of Sale and Return and Refund Policy.

This does not affect your rights where the parcel was returned because of an error by us or our delivery partners.

14. Failed delivery attempts

The courier may:

  • attempt delivery again
  • leave the parcel with a nominated neighbour
  • deliver it to a nominated safe place
  • take it to a collection point
  • return it to the sender

The available options depend on the courier and delivery service selected.

You are responsible for following any courier instructions and collecting a parcel within the stated collection period.

Where a parcel is returned because it was not collected or because repeated delivery attempts failed, reasonable redelivery or return costs may apply where permitted by law.

15. Events outside our reasonable control

We will not be responsible for a delay or failure to perform our obligations where this is caused by an event outside our reasonable control.

These events may include:

  • severe weather, flooding, fire or other natural disasters
  • epidemics, pandemics or public health emergencies
  • war, terrorism, civil unrest or government action
  • industrial action or transport disruption
  • road, port, border or customs disruption
  • interruption to postal, courier, telecommunications, energy or technology services
  • failure or disruption affecting our manufacturer, fulfilment partner, carrier or essential supplier
  • import or export restrictions
  • shortages of transport, materials, labour or essential supplies
  • cyber incidents or system failures that could not reasonably have been prevented
  • other supply-chain disruption that we could not reasonably avoid

Where such an event affects your order, we will take reasonable steps to reduce the disruption and will contact you where the delay is likely to be significant.

Our affected obligations will be suspended only for the period during which the event prevents or delays us from performing them.

We may use an alternative fulfilment partner, courier, delivery service or reasonable method of performance where this helps us complete the order.

If we can no longer fulfil your order, we may cancel the affected products and refund the amount you paid for them, including any applicable delivery charge.

If the disruption continues for an unreasonable period, or delivery cannot take place within an agreed essential timeframe, you may have the right to cancel the affected order and receive a refund.

Nothing in this section limits your statutory rights or excludes responsibility that cannot legally be excluded.

16. Delivery changes requested after dispatch

Once an order has been dispatched, we may be unable to change:

  • the delivery address
  • the recipient
  • the selected delivery service
  • the nominated delivery date
  • the delivery instructions
  • customs or importer details

Any changes requested through the courier are subject to the courier’s systems and availability.

We are not responsible for delays or loss caused solely by a delivery change requested directly by you after dispatch.

This does not affect our responsibility for problems caused by us or the courier before your requested change.

17. Business, trade and large-volume orders

Trade, wholesale, full-case, pallet and other large-volume orders may require different:

  • delivery charges
  • carriers
  • delivery times
  • pallet arrangements
  • booking procedures
  • access requirements
  • unloading arrangements
  • customs arrangements
  • minimum order quantities

These arrangements may be shown at checkout, included in a quotation or agreed with you in writing.

Business customers are responsible for ensuring that:

  • the delivery address is suitable and accessible
  • any delivery restrictions are disclosed before dispatch
  • an authorised person is available to receive the order
  • suitable unloading facilities are available where required
  • the delivery is checked promptly after arrival
  • any importer, tax or customs information supplied is accurate

Additional terms may apply under the CoChilli Pro Trade and Bulk Purchase Terms or another written commercial agreement.

18. International import responsibility

Unless agreed otherwise in writing, the recipient of an international order will be treated as the importer in the destination country.

The recipient is responsible for checking whether the products may lawfully be imported, possessed, resold or used in that country.

Food-import, ingredient, language and labelling requirements vary between countries and may change.

We may ask the customer or recipient to confirm local requirements before accepting the order.

We may also require a business customer to provide:

  • a VAT or tax identification number
  • an Economic Operators Registration and Identification number
  • an importer registration number
  • a customs broker’s details
  • evidence of any required import permit
  • other information reasonably required for clearance

International orders are sent subject to customs control. A customs declaration is required when sending goods outside the UK, including to EU destinations.

19. International cancellations and returns

International orders may incur delivery, customs and handling costs that cannot be recovered after dispatch.

Where an international parcel is refused, unclaimed, rejected by customs or returned because of a matter within the customer’s control, any refund will be considered after deducting reasonable:

  • outbound delivery costs
  • return delivery costs
  • customs charges
  • storage fees
  • courier handling charges
  • other non-recoverable costs

These deductions will only be made where permitted by law.

Food products returned after leaving our controlled supply chain may be unsuitable for resale.

Any cancellation or return remains subject to our Terms of Sale, Return and Refund Policy and any consumer rights that apply to the transaction.

20. Contact us

For delivery enquiries, contact:

Email: pro@cochilli.co.uk
Suggested subject line: CoChilli Pro Delivery Query

Please include:

  • your order number, where available
  • the customer name
  • the delivery postcode and country
  • a description of the issue
  • tracking information
  • photographs where relevant

For an international delivery quotation, please include the requested products, quantities and full destination details.

21. Changes to this policy

We may update this policy from time to time to reflect changes to our delivery services, fulfilment arrangements, international shipping availability, business operations or legal requirements.

The version published on the website at the time you place your order will apply to that order.