Terms and Conditions / FAQs
DISCLAIMER: If you are a non-EU customer, parcels will pass through customs procedures. The customs team overseas will make a judgement on whether any duties and taxes are applicable to the parcel so you may incur additional charges. This is more likely when a parcel includes perfumes, cigarettes and alcohol. We recommend you research your countries procedures on this to ensure you know what to expect if this should occur.
How is shipping calculated?
Shipping is calculated based on total weight at the checkout.
Is your site secure?
Yes - Riley's Tropical Food is operated via Shopify. Shopify is dedicated to providing a secure shopping experience for our customers, to do this they will always keep their security systems up to date with best practice. Shopify is encrypted with SSL (Secure Sockets Layer) which ensures that all data passed between the web server and browsers remain private and integral.
SSL protects our buyers' transactions and provides visitors with proof of our digital identity. With SSL, your online transactions are secure, confidential and integral and the risks associated with trading over the internet are removed.
Is my privacy assured?
Yes – we take your privacy very seriously and will only use any information you supply to us lawfully and for the purposes of your transaction with us, in accordance with the Data Protection Act 1998. Your details will never be sold or supplied by us to any other companies.
I don't want to enter my credit card details online. Can I still place an order?
We have a variety of payment options available including Paypal, if none of these are suitable for you and you are local to the Bedfordshire area, you can visit our shop to purchase these items. Unfortunately, there is no other way you will be able to place an order with us.
Certain items available on our website are age restricted.
By placing an order for one of these items you are declaring that you are 18 years of age or over. These items must be used responsibly and appropriately.
Delivery of age restricted items can only be delivered to the address on the shipping label, but this can include the reception of a commercial building.
We take our responsibility in relation to the sale of age restricted items extremely seriously. Valid photographic ID and a signature of the recipient will be required upon delivery for all customers.
Can I send my order to a different address?Yes – just enter the name and address of the person you want us to deliver to in the 'Delivery Details' section when you are placing your order.
Can you gift-wrap the bottles?
No – unfortunately, we can’t. Our number-one priority is that your bottles arrive unbroken and in perfect condition, so we have to pack all our orders very carefully with that in mind. Unfortunately, this makes gift-wrapping impossible.
How quickly will my delivery arrive?
Unless the item ordered is unavailable, most UK deliveries will arrive within 2-3 working days after the order is placed. Please note that all deliveries will require a signature. We will contact you if any items on your order are out of stock to advise on lead times or suggest an alternative.
What is your refund policy?
We pride ourselves on quality and can assure you that all items are as described. Unfortunately we do not currently accept any returns or exchanges so we advise you to make sure that you are confident of your purchase before you reach the checkout stage.
Is there a minimum order?
No – we are happy to ship just one item.
What happens if my parcel is damaged when it arrives?
If your parcel is visibly wet or damaged, or shows signs of having been tampered with, you should refuse to sign for it and have it returned to us. You should contact us immediately if this happens.
Please check all items before signing as we will be unable to rectify any issues thereafter.
Are all of your bottles available to buy from the website?
Almost every item we sell is listed on the website, but we sometimes keep special items back purely for customers who make enquiries. If you are looking for a specific product not included on the site, please contact us on firstname.lastname@example.org
Change in your order status
While we aim to hold all items featured on our website in stock, there are occasions when, due to high demand, we run out of certain items. Should this occur while processing your order, we will contact you either by telephone or email to advise you of this. We will give you the opportunity to select an alternative item, cancel the item from your order, or to wait for the product to come back into stock – the choice is yours.
While we aim to always have items featured on our website in stock, there are occasions when an item is temporarily out of stock and not expected to come back into stock for some time. We will contact you to keep you updated on any delays and give you the opportunity to select an alternative item or to wait for the product to come back into stock.
From time to time, items will be discontinued and as such will not come back into stock. When an item is discontinued, we will remove this item from your order.