Terms of sale

Kiuki Ltd, registered in England and Wales, company number 13217195. Registered office: 20–22 Wenlock Road, London N1 7GU, United Kingdom. You can reach us at [email protected]. We do not run a phone line; email is how we are contacted, and we reply by email.

Kiuki is the seller on every order. Whoever picks and packs the parcel, your contract is with Kiuki Ltd and your money is paid to us. Two suppliers ship the goods on our behalf: CLF Distribution, which trades on this site as The Good Grocer and dispatches from its own UK warehouse, and Whole Food Earth, which dispatches from 59–63 Hopes Lane, Ramsgate CT12 6UW. They receive your name, delivery address and email address, so they can send the parcel and let you know it is on its way — nothing else about you, and it is set out in full in our privacy notice. If a parcel is late, wrong or damaged, that is ours to fix, not theirs.

Every product listed here is sold by Kiuki and bought here. If we ever list something we cannot take money for, its page will say so and send you to the shop that can — and that sale would be theirs, not ours, on their terms.

Your basket is held by your own browser, not by us. Nothing about it reaches Kiuki until you check out, and clearing your browsing data empties it.

At checkout we ask for an email address and a delivery address — name, address, town, postcode and country. We then price the order, take the payment, and send you a confirmation email with a reference in the form KIU-XXXXXX.

We take payment at the point you order, so we should be plain about what that means. Your card is charged when you pay. Your order is accepted, and the contract between us is made, as soon as our payment provider confirms your payment — normally within seconds. We do not hold your money while claiming no contract exists, and we do not wait until dispatch to accept the order.

We then email you a confirmation carrying your reference. The contract does not depend on that email arriving. If it does not turn up, tell us and we will send it again.

If it then turns out we cannot supply what you bought, we cancel the order and refund you in full. You are never left having paid for something nobody is going to send. See availability below.

Your confirmation email carries a link that opens your order at kiuki.com/track, where you can see what stage it has reached and send us a message about it. If you have lost the email, email us the order reference and the address you ordered with and we will find it.

If you need to change or cancel an order after you have paid, email us straight away with the reference. We will stop it if we can, but once the order is with the supplier it is usually already being picked. This is separate from your legal right to change your mind, which is set out on the returns page and is not affected by anything here.

All prices are in pounds sterling and are shown on the product page.

Every line is priced again at checkout. The basket lives in your browser, so the prices in it are a claim rather than a fact. Before you are asked for a card, we re-derive the price of each line from our live catalogue and show you the figure. That figure is what you pay. If a price has changed since you added the item, you see the change before you pay, not after.

Prices can change at any time. A change never affects an order we have already confirmed.

If a product is listed at an obviously wrong price — a mistake anyone would recognise as a mistake — we may cancel the order rather than fulfil it, and we will refund you in full and tell you the correct price so you can decide whether you still want it.

The delivery charge, if there is one, is added at checkout and shown separately.

Kiuki Ltd is not registered for VAT. No VAT is added to your order, we do not hold a VAT number, and we cannot issue a VAT invoice or a receipt showing VAT for you to reclaim. The price on the product page is the whole price of the goods.

The stock we sell is our suppliers’ stock. Our product pages are built in advance and their stock badges are refreshed through the day, so they are current but not live to the second.

Before payment. If a line has been withdrawn from our catalogue by the time you check out, we drop it and tell you on screen which line went. You see the revised order and the revised total before you enter any card details, and you are not charged for it.

After payment. Stock is a separate matter. Because our figures are not live to the second, an item can sell out at the supplier between you paying and us placing the order. If that happens we cancel the whole order and refund it in full to the card you paid with, and email you to say which item caused it. On Good Grocer orders that happens automatically, as soon as we place the order; on Whole Food Earth orders we do it by hand as soon as the supplier tells us. Refunds usually reach the account within five to ten working days, depending on your bank.

If you would rather have had the rest of that order, reply to that email and we will re-place it for you at the prices you were originally charged.

We never substitute. If you order one thing you get that thing or your money back. We will not send something similar in its place. Occasionally a supplier only breaks a case at a set quantity, so you may receive more of an item than you ordered — you are never charged for the extra.

We also have a minimum order value, set out below. If your basket is under it, checkout tells you how much more you need before you can pay.

Where we cannot deliver. Our courier does not serve Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands, the Isles of Scilly or the Isle of Wight. Some mainland areas are outside its network too, including parts of west and mid Wales and parts of Scotland. We check your postcode against that list at checkout and refuse the order there, before any money is taken, rather than charging you for a parcel that would never arrive. We do not deliver outside the United Kingdom.

When it arrives. Orders are dispatched Monday to Thursday, and normally arrive about two working days after dispatch. An order placed on a Friday or at the weekend is dispatched on the Monday. Where we can give one, your confirmation email carries an estimated arrival date; on some orders we cannot estimate at the point of confirming, and the email says so instead. Any date we give is an estimate, not a promise of a particular day.

Where the law fixes a longest period, we will deliver within 30 days of the day after you order. If we miss that, you can give us a further period that is reasonable in the circumstances, and if we miss that too you can cancel the order and have your money back. If you told us a delivery date was essential and we miss it, you can cancel straight away.

More than one parcel. If your order contains items from both of our suppliers, they arrive in separate parcels, on possibly different days. There is no extra charge for that.

Until it reaches you, it is ours. The goods are at our risk until they are delivered to you or to someone you have named at the address you gave. If a parcel arrives damaged, that is ours to sort out. See your rights if something is wrong.

Please check the address before you pay. If a parcel goes to an address you gave us incorrectly, we will do what we can, but we may not be able to recover it.

Some products, including anything containing alcohol, may only be sold to people aged 18 or over. If your basket contains one, checkout asks you to confirm that you are 18 or over, and we record that confirmation against the order.

Age-restricted items are picked and dispatched by the supplier named on the product page, not by us. Where the supplier’s carrier operates an age check it may ask for photo ID on delivery and refuse to leave the parcel without it. We flag every order we know contains an age-restricted product for that check.

It is a criminal offence for us to sell alcohol to anyone under 18, and an offence for an adult to buy it on behalf of someone under 18. We will cancel an order and refund it if we have reason to think it is being bought for someone under 18.

If a parcel comes back because nobody could show ID, we refund it in full — the goods and the delivery charge — as soon as it reaches the supplier. You are not charged for the failed delivery.

Under the Consumer Rights Act 2015, everything we sell you must be of satisfactory quality, fit for its purpose, and as described. Those rights are yours by law. Nothing on this page reduces them.

If something arrives damaged, faulty, past its date, or not what the page described, email [email protected] with your order reference and, if you can, a photograph. You have a short-term right to reject faulty goods and get your money back — normally within 30 days of delivery, although for perishable food that period is only as long as the food could reasonably have been expected to last. After that you can ask for a repair or replacement, and a refund if that does not put it right.

We will tell you whether we need the item back before we refund you, and if we do need it back we pay the return postage. You do not have to send food back to us at your own cost to be believed.

These rights are separate from, and in addition to, your right to change your mind, which is on the returns and refunds page.

Product information. Descriptions, ingredients, nutrition and allergen information on our product pages come from our suppliers and the manufacturers. Packaging and recipes change, and the pack in your hand is the authority. Where a product page does not carry allergen information, that means we do not yet hold it — do not read the absence of an allergen warning as an assurance that an allergen is absent. Email [email protected] before you order and we will get the information from the supplier; if we cannot get it, we will not sell you that product.

Because you are buying at a distance, you have a legal right to cancel most orders without giving a reason. In short: you have 14 days from the day the goods reach you to tell us you are cancelling, and a further 14 days to send them back. We refund what you paid, including any standard delivery charge.

Some things are excluded by law — food that goes off quickly, and sealed goods that cannot be returned for hygiene reasons once they have been opened. Most of what we sell is ambient dried goods and is not excluded.

The full detail, the exclusions in plain terms, where a parcel goes back to, and a cancellation form you can use are on the returns and refunds page.

If we fail to keep to these terms, we are responsible for loss or damage you suffer that is a foreseeable result of that failure. Loss or damage is foreseeable if it is obvious that it will happen, or if we both knew it might happen when you placed the order.

We are not responsible for loss or damage that was not foreseeable. This site is for domestic and private use, so we are not responsible for business losses — lost profit, lost business, lost contracts or the like.

We do not, and cannot, exclude or limit our responsibility for: death or personal injury caused by our negligence; fraud or fraudulent misrepresentation; your rights under the Consumer Rights Act 2015 as to satisfactory quality, fitness for purpose and description; defective products under the Consumer Protection Act 1987; or anything else the law does not allow us to exclude.

If we damage something belonging to you through our own negligence or by breaking these terms, we will either repair it or pay to have it repaired.

If something outside our reasonable control stops us delivering — a supplier’s warehouse closing, a courier failure, severe weather — we will contact you as soon as we can. Delivery is put back by however long the disruption lasts. If it is going to be a long delay, you can cancel and have a full refund for anything you have paid for and not received.

Email [email protected] with your order reference, or use the message box on your order at kiuki.com/track, which puts your message on the order itself. Either way we reply by email. We do not have a phone line. There is more about how to reach us on the contact page.

We are not a member of an alternative dispute resolution scheme, and taking part in one is voluntary. If we cannot settle a complaint between us, we will write to you naming a certified ADR provider and telling you whether we are willing to use it. Either way the courts remain open to you — see below.

What we collect when you order, who sees it, and what we do with it is set out in the privacy notice. In short: your card details go straight to Stripe and never touch our servers, and your name, delivery address and email address go to whichever supplier is packing your parcel. There is no marketing list, no newsletter, and no advertising email.

We may change these terms. The version live on this page when you place an order is the version that applies to it; a change never applies backwards to an order already confirmed.

We may transfer our rights and obligations under a contract to another business. Your rights under it are unaffected, and we will tell you if it happens.

The contract is between you and us. Nobody else has any right to enforce it.

If a court finds part of these terms unlawful, the rest of them carry on in force.

If we do not insist on something straight away, or delay in taking steps against you over something you have not done, that does not stop us doing so later.

These terms are governed by the law of England and Wales, and you can bring legal proceedings about your order in the courts of England and Wales. If you live in Scotland, you can bring proceedings in Scotland instead.