HOW TO FIND US

Turn from the A40 on to Concord Road, we are at the end of the road. There is no vehicle or pedestrian access from Kendall Avenue.

For maps/GPS/commuting apps please use full address:

Cool Chile Co

Unit 46 Westwood Trading Estate, Concord Road

London

W3 0TH

CONTACTING US

How can I contact the Cool Chile Co customer service team?

You can phone us between the hours of 09.00–17.00 Monday to Friday, or alternatively you can send us an email.

Telephone: 0208 969 5640

- press 1 for website orders

- press 2 for wholesale orders

- press 3 for accounts, technical and other enquiries

Email: info@coolchile.co.uk

ORDERING

How do I create an account online?

Please click on the Login/Register tab on the homepage and you will be able to create an account.

How do I create a wholesale account?

For wholesale enquiries, please call 0208 969 5640 (press 2), or email info@coolchile.co.uk.

What do I do if I have forgotten my password?

Click on the 'Forgotten your password?' link on the Login/Register page.

What happens when I have placed my order?

You will receive an email confirming your purchase. A second email will then be sent confirming your delivery date.

Can I amend my order?

Please email or phone us, before your order is shipped.

If you wish to add goods to your order, simply place another order, choose Click & Collect delivery option, and let us know both order numbers (starting CC) by email or phone.

        DELIVERY

When my order will be delivered?

We operate to a 3 working day turnaround time - e.g., order on Monday for delivery on Wednesday UK mainland (this excludes Royal Mail delivery). Orders without tortillas can move faster as tortillas are made fresh to order.

We do not deliver on Sundays.

If you need your parcel by a certain day, please email or phone us to discuss it and we will do our best to accommodate you.

Can I get my order delivered on a weekend?

Orders placed by Thursday 08:00 will be dispatched for delivery on Friday (Next Working Day delivery option only). Orders placed after the cut off time will be dispatched for delivery on Monday/Tuesday.

We also offer Saturday delivery option – order by Thursday 08:00 for delivery on Saturday.

We do not deliver on Sundays.

Can I order outside the UK?

Delivery is available to Republic of Ireland, France, Denmark and Netherlands. If you wish to place an order to any other country in Europe, please contact us directly.

Please note, when delivering to Europe, you might also receive a duty and tax invoice from customs.

What delivery options do you offer?

For small parcels up to 1kg - Royal Mail 48 hours tracked delivery.

Parcels up to 24kg - next working day delivery.

Saturday delivery.

FedEx Europe delivery.

Free UK delivery for orders over £50 (this excludes alcohol).

Click & Collect at our warehouse.

Visit https://www.coolchile.co.uk/delivery-and-returns for more options, details and prices.

When my Click & Collect order will be ready?

We usually have Click & Collect orders ready for collection in 48 hours. Orders without tortillas can be prepared faster.

If you need your parcel by a certain day, please email or phone us.

What are the collection times?

Monday to Friday between the hours of 9.00-17.00.

Can I buy a gift card?

Not at the moment but check out https://www.coolchile.co.uk/mexican-shop/gifts for Cool Chile Gift Boxes.

What is The Cool Chile Co Returns Policy and how do I return, or exchange items purchased online?

If you wish to cancel your order, please call, or email us before it is shipped.

You have the right to change your mind and cancel the order within 7 days from the date on which you receive your goods.

Visit https://www.coolchile.co.uk/delivery-and-returns for more details.

What do I do if my order is incorrect/goods are damaged?

Please notify us by phone or email within 72 hours of receipt of the order. We will replace or refund as you request.

We might ask for pictures of your paper invoice, incorrect/damaged goods and shipping label.

Telephone: 0208 969 5640 (press 2)

Email: info@coolchile.co.uk

CORN TORTILLAS AND FRESH PRODUCTS

Are your corn tortillas gluten free?

Yes, all our corn tortillas are naturally gluten free.

Do Cool Chile Co products contain GMO ingredients?

All Cool Chile products are made with GMO-free ingredients.

What is the shelf life of your corn tortillas?

For UK Mainland orders, you will receive your tortillas with a 7–9-day (17-22 ambient tortillas) shelf life, for all other areas please visit https://www.coolchile.co.uk/delivery-and-returns.

Do I have to refrigerate your corn tortillas?

Yes, refrigerate corn tortillas on receipt. Once opened, wrap and consume by Use by Date. Our corn tortillas are packed in a protective atmosphere.

Can you freeze your corn tortillas?

Yes, our corn tortillas are suitable for freezing.

Freeze on the day of receipt in the original packaging and consume within 1 month.

To cook from frozen, prise one tortilla off at a time and heat in a hot pan on both sides, or defrost the unopened whole packet overnight in the fridge until they are completely thawed. If the packet is opened wrap tightly in cling film, wrapping prevents the tortillas from curling and cracking.

Are you corn tortillas suitable for vegan and vegetarian diets?

Yes!