Shipping Policy

Shipping Charges

Home Deliveries

Courier Service Point Pickups

Courier Service Point Pickups are available in most cities. The courier service pickup point will be chosen by our shipping team — most likely the nearest service point to the shipping address. Once the order is ready to dispatch, our shipping team will share the tracking details.

General

Subject to stock availability. We try to maintain accurate stock counts on our website but from time to time there may be a stock discrepancy and we will not be able to fulfill all your items at the time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the back-ordered item or if you would prefer a refund.

Shipping Costs

Shipping costs are calculated during checkout based on the postal code of the shipping address (for home deliveries) and weight of the items (for Courier Service Point pickups) in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.

Return Due to Change of Mind

Nila Groceries UK will happily accept returns due to a change of mind as long as a request to return is received by us within 30 days of receipt of the item. We will collect the return if items are in original packaging, unused, and in re-sellable condition. Otherwise, we will ask customers to dispose of the items themselves.

Once returns are accepted, refunds will be processed to the payee's account (card/bank transfer). We will notify you once this has been completed through email or phone.

Nila Groceries UK will refund the value of the goods returned but will NOT refund the value of any shipping paid.

Delivery Terms

Home Deliveries

In general, home deliveries will be delivered within 1–2 business days.

Courier Service Point Pickup

Orders are usually dispatched within 2–3 business days. Our warehouse operates Monday–Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.

Change of Delivery Address

For a change of delivery address request, we are able to change the address at any time before the order has been dispatched. Please contact our customer service for more details.

Items Out of Stock

If an item is out of stock, we will cancel or replace the out-of-stock items and dispatch the rest of the order. We will try to reach you before we dispatch the order.

Delivery Time Exceeded

If the delivery time has exceeded the forecasted time, please contact us so that we can investigate.

Tracking Notifications

Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.

Parcels Damaged in Transit

If you find a parcel is damaged in transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.

Taxes

Sales tax (VAT) has already been applied to the price of the goods as displayed on the website.

Cancellations

If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.

Delivery Policy

UK Mainland & Wales

Other Regions

*Weekend delivery option is available for UK Mainland and Wales postcodes only. Free delivery is unavailable for Weekend delivery. Please select "Weekend Delivery" shipping rate during checkout.

Your Role in The Delivery Process

Please ensure someone is available at the delivery address on the scheduled delivery date. Our deliveries are handled by third-party couriers who may, according to their policies, leave parcels in a safe place without requiring a signature.

You will receive a notification from the carrier with the delivery time window.

For apartment buildings, parcels may be left at the reception, lobby, or designated delivery area, depending on the circumstances.

Once the courier has delivered the parcel to the provided address or safe place, we are not responsible for any loss, theft, or damage.

We are also not liable for delivery delays caused by:

• Closed or restricted roads
• Incorrect or missing access codes
• Incorrect address
• Any issues preventing the courier from accessing your property

We are unable to process a refund for perishable products due to missed collection or no access to the property. Please provide a clear note for delivery. Refunds can be processed once we receive the items according to our refund policy.

Changing Delivery Address

We use a third party shipper to deliver your parcel. Once an order has been dispatched, we are unable to change the delivery address. If you need to modify the delivery address for an order, please reach out to us as soon as possible before the order is dispatched, and we will do our best to accommodate your request.