Shipping policy
Fast UK Delivery from the Chilli Experts
At Chilli Mash Company, we know there’s nothing worse than waiting for great food. Whether you’re ordering fresh chillies, fermented chilli mash, hot sauce, BBQ sauces or specialist ingredients, our aim is simple: get your order to you quickly, safely and in perfect condition.
We carefully pack every order from our facility in Portsmouth and work with trusted UK delivery partners to ensure your products arrive ready to enjoy.
Free UK delivery is available on all retail orders over £50.
Free UK Delivery
We offer FREE Standard UK Delivery on all qualifying retail orders over £50.
Orders below this threshold will have shipping costs calculated automatically during checkout based on the products ordered and your chosen delivery service.
From time to time we may run promotional shipping offers which will override this policy for a limited period.
Delivery Services
We currently ship throughout the United Kingdom using:
- Royal Mail
- DPD
The courier selected depends on the size, weight and contents of your order to ensure the safest and fastest possible delivery.
Dispatch Times
We dispatch orders Monday to Friday. Standard orders are usually processed within 2 days.
Next Day Orders placed before 1:00pm are usually processed the same working day, subject to stock availability and order volumes.
Next Day Orders received after 1:00pm will normally be processed on the next working day.
During exceptionally busy periods, new product launches, promotional events or seasonal demand, dispatch may take slightly longer. Should any significant delay occur, we’ll let you know as soon as possible.
Delivery Times
Standard Delivery
Most standard UK deliveries arrive within:
2–3 working days
Next Day Delivery
Where Next Day Delivery is selected and available, orders dispatched that day should arrive on the following working day.
Please note that “Next Day” refers to the courier service selected and is not a guarantee where delays occur outside our control.
Fresh Produce & Perishable Products
Fresh produce requires additional care to maintain quality.
We dispatch fresh products Monday to Friday, although dispatch schedules may occasionally be adjusted due to:
- Heatwaves
- Extreme weather
- Courier disruption
- Bank Holidays
- Other seasonal factors
These temporary changes help ensure your products spend as little time as possible in the delivery network.
Upon delivery, all fresh and chilled products should be:
- Refrigerated immediately
- Inspected on arrival
If you believe a perishable product has been damaged during transit, you must contact us within 24 hours of delivery with clear photographs.
Unfortunately we cannot assess claims for perishable goods reported after this period.
Wholesale & Pallet Deliveries
Large wholesale orders and pallet deliveries are transported using Palletways or another suitable pallet distribution partner.
Delivery times vary depending on:
- Product type
- Production schedules
- Stock availability
- Destination
Where pallet delivery applies, the expected lead time will normally be stated on the relevant product page or quotation.
If you’re placing a large commercial order and require delivery by a specific date, please contact us before ordering.
Order Tracking
Where tracking is available, you’ll receive tracking details once your order has been dispatched.
Tracking updates are provided directly by the courier and may occasionally take several hours to appear after collection.
Delivery Addresses
Customers are responsible for providing a complete and accurate delivery address.
If an incorrect address is supplied and the parcel has already been dispatched, additional shipping charges may apply before the order can be resent.
Please double-check all delivery details before completing your purchase.
Safe Place Deliveries
If you instruct Royal Mail or DPD to leave your parcel in a nominated safe place, with a neighbour or without a signature, responsibility for the parcel transfers to you once the courier confirms delivery.
Chilli Mash Company cannot accept responsibility for parcels that are subsequently lost or stolen after being successfully delivered according to your instructions.
Missed Deliveries
If a parcel is returned to us because:
- delivery attempts were unsuccessful,
- the parcel was not collected from the depot or collection point,
- or the delivery address provided was incorrect,
we may charge the cost of re-delivery before dispatching the order again.
Damaged Parcels
If your parcel arrives damaged:
-
Take clear photographs of:
- the outer packaging
- any damaged products
- the courier label
- Contact us within 24 hours of delivery.
- Do not dispose of the products until we have completed our assessment.
Prompt reporting allows us to resolve issues quickly and raise claims with our courier partners where appropriate.
Lost Parcels
Occasionally parcels can be delayed within the courier network.
If tracking indicates a problem, we’ll investigate directly with the courier.
If your parcel is confirmed as lost, we’ll arrange a replacement or suitable resolution.
Our 100% Satisfaction Guarantee
We genuinely care that every customer receives the products they’ve ordered.
If your parcel is genuinely lost or fails to arrive through no fault of your own, we’ll continue working with you until your order is successfully delivered.
Simply put:
You order it. We make sure you receive it.
Your satisfaction is our priority.
Circumstances Beyond Our Control
While we work hard to dispatch orders quickly, delays can occasionally occur due to circumstances outside our control, including:
- Severe weather
- Heatwaves
- Flooding
- Industrial action
- Road closures
- Courier network disruption
- Public holidays
- Force majeure events
Where possible, we’ll always keep customers informed of any significant delays.
Food Safety During Delivery
Our products are packed to protect quality throughout transit.
Fresh and chilled products should be refrigerated immediately upon arrival.
Please do not consume products if the packaging has been compromised or if you believe the goods have become unsafe during transit. Contact us immediately with photographs so we can assist.
Frequently Asked Questions
Do you offer free delivery?
Yes. Retail orders over £50 qualify for free standard UK delivery.
Do you ship internationally?
Not at this time. We currently deliver within the United Kingdom only.
Which couriers do you use?
Royal Mail and DPD for parcel deliveries, with Palletways handling most pallet shipments.
How long does delivery take?
Standard delivery is usually 2–3 working days. Next Day Delivery is available on eligible products.
What if my order arrives damaged?
Report any damage within 24 hours and send us photographs so we can resolve the issue quickly.
What if my parcel is lost?
We’ll investigate with the courier and, if the parcel is confirmed lost, we’ll ensure you receive your order. That’s part of our 100% satisfaction guarantee.
Contact Us
If you have any questions about delivery, shipping options or an existing order, please contact our customer service team before placing your order.
We’re always happy to help and will do everything we can to ensure your chillies arrive in perfect condition.
The best way to reach us is via hello@chillimashcompany.com