TERMS AND CONDITIONS

By placing an order on this website, you are agreeing to the following terms and conditions:

ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders and subscription plans requests received are subject to acceptance by Kitchies Limited ("Kitchies"), and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Timing of your order

As a part of the checkout process you will be able to select the delivery date for your delivery.

Changes to your order

If you wish to change your orders please contact us at contact@lualu.co.uk. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested not less than 6 hours before midday of the scheduled delivery day. Failure to do so will result in the lapse of any rights to a refund or re-delivery.

Cancellation policy

To cancel your order, please let us know not less than 6 hours before midday of the scheduled delivery day and we'll be happy to provide a full refund. You can also cancel by contacting us at contact@lualu.co.uk. Failure to do so will result in the lapse of any rights to a refund or re-delivery.

PAYMENTS

We accept American Express, Visa and MasterCard credit and debit cards as well as Alipay.  In order to offer the best security, all our payments are processed securely by Stripe or, if selected as a payment option, Alipay.

For orders your credit or debit card will be billed upfront on checkout. 

If you create an account and enter your payment details, your card will be stored securely by Stripe so that you can check out on future visits without re-entering your card details. We never store or have access to your credit or debit card details.

PRICES

All prices are stated inclusive of any applicable VAT, unless otherwise stated.  All applicable delivery charges are set out explicitly in your order.

DELIVERY POLICY

Kitchies delivers to any address within the United Kingdom, but do not deliver to PO boxes and BFPO.

We deliver by DHL, DPD, Royal Mail Tracked other courier companies, and in Newcastle Upon Tyne via a fleet of our own couriers. We will determine how to deliver your order, and any applicable delivery charges will be clearly communicated before you check out. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

Unfortunately, if you live in the outside mainland Britain (e.g. Northern Ireland or Channel Islands), we aren’t able to deliver to you on a Saturday or Sunday. With these orders, Saturday and Sunday deliveries will be moved to Tuesday.

Please note that if your delivery is to a location considered remote by our carriers, it will be serviced by Royal Mail.

Although rare, there can be circumstances outside of the control of Kitchies and our couriers, which can lead to some orders experiencing delays of up to 24 hours. We have taken steps to ensure your delivery will still arrive chilled and safe to consume. If you experience delays greater than this, please contact our customer support team who will be happy to help. This typically includes but is not limited to Channel Islands, Scottish Highlands, Northern Ireland post codes.

We will make every effort to communicate your delivery instructions to your delivery provider, however we cannot guarantee that delivery instructions will be followed. Timed deliveries are not available.

When choosing the safe place instruction 'Leave with concierge', it is the your responsibility to first ensure that your concierge accepts fresh food deliveries. In the event that a delivery is turned away due to the nature of your package, you will not be eligible for a refund or re-delivery. 

Although our team will always try our best to ensure punctual delivery for our customers, Kitchies cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Kitchies' control.

In the event of a non-delivery (your meals not having arrived on their intended delivery date), please contact us at contact@lualu.co.uk It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim Store credit or a re-delivery. Failure to do so will result in the lapse of any rights to this

Delivery will be complete when we deliver to the address which you specify when ordering. Any mistakes with the delivery address must be reported to us at contact@lualu.co.uk prior to collection by the chosen courier for your package. Failure to do so will result in the lapse of any rights to a refund, re-delivery, or store credits

When ordering our products, as it arrives chilled, it is important that you follow the storage instructions provided on our site, in your order confirmation email, and your recipe card. Failure to do so will result in the lapse of any rights to a refund, re-delivery, or store credits. 

If your order contains drinks with alcohol, you have to be in and may be asked to show ID, to accept the delivery. 

If you change address, you must contact us at contact@lualu.co.uk 24 hours before your next order is due to arrive to update your details, and ensure that no deliveries are sent out to the wrong address. We are unable to provide refunds or re-deliveries for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.

If you should change your mind about your order once it has already been confirmed and dispatched, please accept said delivery and you must contact us at contact@lualu.co.uk on the day of delivery to discuss the order further. Refusal of your parcel, unless confirmed damaged by the courier, will forfeit any claim for refund, store credit or redelivery. 

We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.

RETURNS AND REFUNDS

Freshness

Our meals are sent out in insulated packaging to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact our Customer Support team at contact@lualu.co.uk to let us know. If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or store credit. Please note that you will need to email us a photo of the un-fresh food within 24 hours of receipt in order to be eligible for store credit. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for store credit or a re-delivery. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Other Issues

If you should have any concerns with your meals, please contact our Customer Support team at contact@lualu.co.uk to let us know. If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or store credit. Please note that you will need to email us a photo of the un-fresh food within 24 hours of receipt in order to be eligible for store credit or a re-delivery. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non-Delivery

While we do everything we can to make sure our meals are delivered, sometimes mistakes do happen and deliveries don't arrive. If we fail to deliver your order (i.e. if your meals have not arrived on their intended delivery date) we will send you a free replacement on our next available delivery date, or store credit. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Due to the perishable nature of our fresh meals, we are unable to accept returns. We offer our customers store credit or replacement delivery if our meals are not delivered to an acceptable quality, as detailed above.

OFFERS AND PROMOTION CODES

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.

We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the Kitchies service, and are only available once to any one household. If a billing address has previously been used as a shipping address for any other order and an introductory offer is used on a new order, this new order will be invalid along with any additional rewards - we reserve the right to cancel orders if such behaviour is seen.

Except where otherwise stated, discounts and credits are available only once to any one person. Discounts and credits cannot be used in conjunction with any other offers.

Only one promotion code can be used per order. Discounts and voucher codes cannot be redeemed against delivery charges; percentage discount vouchers are applied only to the cost of meals unless otherwise stated.

Credit expires 12 months from the date that it is added to an account. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.

GIFT CARDS

All our usual terms and conditions apply to Gift Cards. The following terms and conditions will also apply to the purchase and redemption of Gift Cards on the Kitchies website:

Gift Cards ordered through our website will be delivered either by electronic means to the email address you specify or by physical means by way of a physical Gift Card being delivered to your chosen recipient on the date of your choosing.

Unless otherwise stated site offers and promotions (including credit) do not apply when purchasing Gift Cards. Our Gift Cards must be redeemed on our Website, as full or part payment for products from our Website.

If there is any Gift Card balance outstanding upon redemption, such balance will [  ].

Gift Cards cannot be exchanged for cash. All Gift Cards are dated and expire 12 months from the date of issue.  No refunds will be processed in respect of the purchase of Gift Cards.

The first redemption of a Gift Card cannot be used in conjunction with any other credit or discount.

Where products purchased online with a Gift Card are returned, any monies owing will be refunded by way of the relevant amount of credit added to the Gift Card recipient's account at Kitchies.

Kitchies is not responsible if a Gift Card is lost, stolen, destroyed or used without permission and no replacement will be provided in these circumstances.

Gift credits are only valid against fresh meal orders, and therefore cannot be used on any other product, including (but not limited to) gift cards, products provided by third party sites, and apparel.

CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

Force Majeure

Kitchies shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Hara Chef’s reasonable control.

OUR LIABILITY

Whilst we agree to use all reasonable endeavours to ensure that the Kitchies service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the Kitchies service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the Kitchies service impossible or impractical.

Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question (defined as an individual delivery within a particular week, not an entire plan.

Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Kitchies service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.

CUSTOMER AND RECIPIENT PERSONAL INFORMATION

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

During the checkout process, we ask for the following personal information:

Customer's email address

We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate. If there is an error with your email address or you do not receive an order confirmation with 2 hours please contact us immediately at contact@lualu.co.uk Failure to do so will result in the lapse of any rights to a refund.

Customer's telephone number

We use this information to contact customers to provide a better customer experience and in the event of problems with the order such as payment failures or delivery issues. We use SMS for upcoming payment and delivery confirmations, dispatch confirmations, delivery confirmations.

Recipient's full name and address We require this information in order to deliver the meals you have ordered. It is vital that the recipient's address is accurate. We will also use the recipient's name and address for marketing communications from time to time.

GENERAL

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Kitchies website and/or the Kitchies service from time to time. We will publish any changes on the Kitchies website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Kitchies service or Kitchies website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

Additionally, we reserve the right to suspend, restrict or terminate access to the Kitchies site and/or the Kitchies services for any reason at any time.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Kitchies website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Thank you for your order, and we hope your Kitchies experience will be a pleasurable one.

REGISTERED OFFICE AND TRADING ADDRESS

KITCHIES LTD.

Unit 13-15 Invincible Drive, Newcastle Upon Tyne, NE4 7HX