FAQ

1) Where can I find the nutritional information for a product?
If you have any allergen or ingredient queries, contact us by email at online@shopori.co.uk and we will assist you with your request. We list nutritional value information on each product page as per availability.

2) Is it safe to order on the Shopori website?
Please call us on 01612209726 and follow the prompts for online or email online@shopori.co.uk and we will do all we can to help.

3) What payments does Shopori accepted?
Visa
Visa Debit
Visa Electron
MasterCard
Maestro
PayPal
Apple Pay
JCB
American Express

4) How do I place an order?
To place an order through the website, browse the site and add the items to your basket. Once you have finished shopping simply go to basket page, confirm the items you would like to order, choose the delivery method and continue to payment. If you are happy with your order, confirm the payment and the item(s) will be dispatched as quickly as possible.

5) Can I place an order over the phone?
For security and personal information protection, we accept orders that have been placed through www.shopori.co.uk and order in our shop.
6) Can I cancel an order?
It is possible to cancel your order before it is dispatched. Please call 01612209726 or email to online@shopori.co.uk and we will cancel your order immediately. If your order has already been dispatched, you can refuse the delivery when it arrives and it will get returned to us. Once we receive the refused order, we can issue a refund for the total cost of the order, minus any postage and packaging costs incurred. In this case you may also be charged for the return postage cost. If you have already taken delivery of the order and still wish to cancel and return it, please see terms & condition for more information.
7) Can I add or remove items for my order?
If you would like to remove items before dispatch, please call us or send us an email to check that your order may hasn’t left us yet. We cannot amend an order once it has been dispatched. Unfortunately, we are unable to take payment for any additional items if it is over the original payment authorisation. If you would like to add items, you will need to make another order, or we will need to cancel your current order, and then you can remake the order in full.

8) What if the payment failed?
For most cases you may need to contact your bank. They will be able to look into your account history and give you full details as to why your payment could not be processed. If your bank does not have any information about the failed transaction, it is most likely that the card details were incorrectly entered. They can also unblock cards to allow for payments to companies based outside of the issuing country. If this still does not resolve the issue, we also can take payments through Paypal Money Request. If you do not have a Paypal account, we will have to cancel your order, and ask you to remake it.

9) What if the order is incorrect?
If you have noticed that there has been a mistake with your order, please contact us via telephone or email and we will do all we can to help. Please try to include your order reference, and we’ll make sure we sort it out as quickly as we can.

10) When will I know my order has been dispatched?
We will see the status in your shopori account the end of the day that your parcel leaves our distribution centre, or email us for checking the status and we will reply you as soon as possible.

11) Can I track my order?
If your order is being delivered by courier, you will receive tracking details with which you can monitor the progress of your delivery, or email us for more details.

12)How long the delivery will take?
DPD and Parcelforce Deliveries

England, Wales, and Parts of Scotland (Parcelforce not available):

• If your delivery address is in England, Wales, or Parts of Scotland, you can expect to receive your order the next working day after dispatch for DPD Priority orders.
  DPD deliver normally between 9:00am and 6:00pm, Also note that time requests are not able to be accommodated for specific hour delivery requests.
  DPD will send a text message on the day of delivery with an approximate expected time of delivery.

Other UK Locations:

• If your delivery address is in the Scottish Highlands and Islands, some parts of Scotland (e.g. some post codes of Aberdeen), the Channel Islands, Northern Ireland, Isle of Man or Isles of Scilly, you can expect to receive your order approximately 2 working days after dispatch.

13) What if my item is damaged or faulty?
If you have received any damaged item, please contact us as soon as possible so we can arrange to resend you item or issue a refund. Please include as many details as possible about the order and the problem with the item and we will do our utmost to resolve the problem.

14) What if my item is missing?
If you find that any item is missing from your order:
Please first carefully check the full contents of your parcel. Our packing staff will sometimes wrap items in packing paper or use cardboard supports. Small item may be hidden within this packaging.
If you still cannot find your missing item, please contact us immediately so that we can arrange to resend your item or issue a refund.

15) Why does the refunded amount exclude the delivery?
We do not refund postage and packing charges unless the item ordered was faulty.