Delivering to the UK

Important information for web customers in the UK (please read before placing your order)

We try our best to ship your parcel within 2 working days of receipt of your order.

We ship Monday - Friday up to 15:00, any order received after this time will be carried over to the next working day.

We produce fresh tortillas Sunday - Thursday, therefore if you would like tortillas for the weekend, please ensure your order is in by 08:00 Thursday.

If you would like your order to be delivered by Saturday service, please ensure your order is in by 08:00 Friday, or call us on 0208 969 5640.

Orders and deliveries will only be processed on working postal days, so please take this into consideration when ordering during a holiday period. If you need your parcel by a certain day, please email info@coolchile.co.uk or phone us on 0208 969 5640 to discuss it and we’ll do our best to accommodate you.

An order cannot be split into more than one delivery. If an order contains an item we are expecting soon, we will wait for this item to arrive before we send the order out in total.

Fresh products: Fresh tortillas and fresh chillies etc

Our tortillas are a fresh product and therefore need refrigeration upon receipt to achieve their full shelf life.  We have a shelf life of 10 days from the date of manufacture, however, the shelf life you receive will be dependent on where you live and when they are sent. (please see below)

Tortillas are packed in a modified atmosphere, allowing 4 days out of refrigeration whilst in the postal system.

Tortillas may be frozen upon receipt for 1 month.

Please order ambient tortillas if there is not enough shelf life on the fresh tortillas for your needs.

Please see below for the remaining shelf life information for fresh tortillas:

Destination	Shelf Life (number of days)
Mainland (excluding Highlands, Islands & Northern Ireland)	5-9
Highlands & Islands	3-7
Northern Ireland / Isles of Man / Isle of Scilly	3-7
Channel Island	3-6

Delivery options, price and speed for the UK

Delivery Option	Price	Speed	Features
Week Day (Excluding Highlands, Islands) Approx. 2-3 working days	£6.99	Flat rate delivery for up to 24kg. Parcels are shipped Monday to Friday up to 15:00 for delivery Monday to Friday 08:00- 18:00. Your delivery date is dependent on when we ship the parcel. As our tortillas are made to order or if the volume of orders is high this might not be the same day, but we aim to get your parcel out in 2 working days. The service we use is a next working day service unless the parcel is shipped on a Friday by the Week Day Service.	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required
UK Orders over £50 (Excluding Highlands, Islands and alcohol) Approx. 2-3 working days	Free	Delivery is as above but free when your order is over £50, this excludes alcohol purchases and books.	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required
Click & Collect  (from Cool Chile HQ)	Free	Click and collect is available between 09:00 - 17:00 Monday to Friday. Once we have received your order, we will email you with a date for collection, if this date is not convenient you can email back to arrange another day. If your order contains fresh items that require refrigeration, we will require you to come when agreed. If your order is ambient then your order must be collected within 3 working days. Please anticipate that most orders may take about 2 working days to fulfil. Orders not collected, will be issued with refunds at the end of our agreed time. Orders must be placed on the web for collection. Any questions please email info@coolchile.co.uk. Please note: your order will be packed in a used or reusable box, if you are walking and this isn't convenient please bring a bag. On-site parking is available.	Convenient for locals
Saturday Delivery (Excluding Highlands and Islands)	£9.70	Delivered on Saturday, please see our delivery and returns section for more details, excluding bank holidays. For all fresh products please ensure your order reaches us by 08:00 Thursday.	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required
Saturday Delivery by 12:00 (Excluding Highlands and Islands)	£14.75	Delivered on Saturday before 12.00, please see our delivery and returns section for more details, excluding bank holidays. For all fresh products please ensure your order reaches us 08:00 Thursday..	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required
Non Mainland (Highlands and Islands)	£10.97	Delivered can take between two to four days, please see the delivery and returns section below for more details, excluding bank holidays. For Highlands and Islands postal codes please click here	Tracked  1 Hour Time Slot  SMS alerts  Reschedule by text  Signature required
Non Mainland (Channel Islands, Northern Ireland and Isles of Man)	£18.79	Delivered can take between two to four days, please see the delivery and returns section below for more details, excluding bank holidays.	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required
Republic of Ireland	£19.75	Delivered can take between two to four days.	Tracked 1 Hour Time Slot SMS alerts Reschedule by text Signature required

Delivery to Europe

Important information for web customers in Europe (please read before placing your order)

Please see the delivery countries we are currently shipping to in the table below. Brexit is still very new and shipping to Europe is not an exact science, times may vary and there may be import duty and further charges or your country! Cool Chile will not be liable for any additional fees.

Products that have increased duty now are chillies (whole, diced or powdered), herbs (oregano, epazote, avocado leaves), hibiscus, chocolate... these may be liable to VAT too! 

Tortillas, beans, masa harina, and sauces seem to be having an ok time in Europe, but again we are no experts in distribution!

Due to skyrocketing prices in the shipping, we will not be sending any replacements! If there are any issues with your order we will only refund the product at a maximum. 

Ambient Tortillas: these tortillas have a tiny amount of preservatives allowing them to be out of the fridge for 20 days. We only send Ambient Tortillas for European orders as the postal system is taking too long to deliver the Fresh Tortillas.

Postal Service, Price, Speed and Shelf Life of tortillas upon arrival:

Country	Service	Price	Speed	Shelf life (number of days)
Austria
Belgium
Czech Republic
Denmark	International Economy	£19.75	Approx. 7 days
Finland
France	Fedex International Economy	£21.06	Approx. 7 days
Germany		£21.06	Approx. 7 days
Hungary
Republic of Ireland	Republic of Ireland	£19.75	2 to 4 days
Italy
Luxembourg
Netherlands	Fedex International Economy	£18.55	Approx. 7 days
Poland
Slovakia
Slovenia	Fedex International Economy	23.46	Approx. 7 days
Spain
Sweden
Switzerland

---

RETURNS

Your right to cancel

If for any reason you wish to cancel your order, you may do so any time before it is shipped. (Unless you have ordered corn tortillas, which are made to order and which must therefore be cancelled before production has started.) As we endeavour to ship orders within 2 working days, you must act quickly to cancel. First, call us and then follow up with an email to confirm your wish to cancel.

.....................................................................................................................................................................................................

Cooling off period

You have the right to change your mind and cancel the order within 7 days from the date on which you receive your goods. You must inform us of your intention to cancel by email, letter or fax. The goods will need to be returned unopened for a refund, the return postage will be at the customer's expense and we will refund on return. This does not apply to any perishable products such as corn tortillas, fresh chillies or cheese.

.....................................................................................................................................................................................................

Mistakes or damaged

If the wrong goods arrive or are broken or damaged, please notify us within 72 hours of receipt of the order. We will replace or refund depending on your needs and or location.

Faulty goods

If a product is faulty, we request that you provide the batch number, best before end date and a photograph of the item within 72 hours of receipt of the order. This enables us to investigate the problem. We can offer you a refund or a replacement depending on your needs and location.