Shipping policy
Shipping Policy
Last updated: 19 September 2026
This Shipping Policy explains how orders placed through www.ceylonsgrove.com are processed and delivered.
1. About us
Orders placed through this website are supplied by:
CEYLONS GROVE LTD
71–75 Shelton Street
Covent Garden
London
WC2H 9JQ
United Kingdom
Email: info@ceylonsgrove.com
Website: www.ceylonsgrove.com
2. Where we deliver
We deliver to the destinations made available at checkout.
The delivery options available to you may depend on your delivery address, order value, parcel size and the delivery services currently available.
If a country, region or postcode cannot be selected at checkout, we currently do not offer standard online delivery to that destination.
We do not guarantee international delivery to a destination simply because our website can be viewed from that country.
3. Order processing
Orders are prepared for dispatch after payment has been successfully authorised.
Our current estimated dispatch and delivery times will be displayed on the website or during checkout before you place your order.
Orders placed on weekends, public holidays or outside normal working periods may begin processing on the next applicable working day.
If we become aware of a material delay affecting your order, we will take reasonable steps to inform you.
4. Delivery times
Estimated delivery times shown on our website or at checkout are estimates unless we specifically state that a delivery date is guaranteed.
Under UK distance-selling rules, unless we agree a different delivery period with you, goods must normally be delivered without undue delay and no later than 30 days after the contract is entered into.
Where a delivery deadline is essential and has been expressly agreed with us, your statutory rights may apply if we fail to deliver by that deadline.
5. Shipping charges
The applicable delivery charge will be shown before you complete your order.
Where delivery charges depend on factors such as:
- destination;
- parcel weight or size;
- delivery service; or
- order value,
the relevant charge will be calculated and displayed at checkout.
Any free-delivery promotion or minimum-spend offer will be subject to the conditions displayed with that offer.
UK online-selling rules require businesses to disclose delivery options and costs before the customer commits to purchase.
6. Dispatch confirmation and tracking
Where tracking is available for your chosen delivery service, tracking information will normally be provided in your dispatch confirmation email or through your order-status page.
Tracking updates are supplied by the relevant carrier and may occasionally take time to appear after a parcel has been dispatched.
7. Delivery address
Please check your delivery address carefully before submitting your order.
Customers are responsible for providing complete and accurate delivery information.
If you notice an error after placing an order, contact us as soon as possible at:
We will try to correct the address before dispatch, but we cannot guarantee that changes can be made once an order has entered the fulfilment or carrier network.
If a parcel is returned to us because an incorrect or incomplete address was supplied by the customer, we may ask the customer to pay the reasonable additional cost of re-delivery.
This does not affect your statutory consumer rights where the delivery problem was caused by us or our carrier.
8. Responsibility for goods during delivery
Where Ceylons Grove arranges the delivery, the goods remain our responsibility until they are delivered into your physical possession, or into the possession of another person you have identified to receive them.
You are not required to resolve a lost-in-transit claim directly with our courier before we deal with your consumer rights.
Different rules may apply where you independently appoint a carrier that was not offered by us.
This reflects the Consumer Rights Act rules governing when risk passes to a consumer.
9. Lost parcels
If your order has not arrived within the estimated delivery period, please contact:
Please provide:
your name, order number and delivery address.
We may investigate the shipment with the carrier.
If the goods are confirmed lost before delivery, we will provide the appropriate remedy, such as replacement or refund, subject to your statutory rights.
A carrier delay or lost parcel does not automatically transfer responsibility for the goods to you before delivery.
10. Tracking shows "delivered" but the parcel is missing
If tracking states that your parcel has been delivered but you cannot locate it, please first check:
- around the delivery location;
- with members of your household;
- with neighbours where appropriate; and
- any safe-place information supplied by the carrier.
Then contact us promptly at info@ceylonsgrove.com if the parcel remains missing.
We will investigate the delivery with the carrier where appropriate.
Any request to contact us promptly is intended to assist the investigation and does not remove your statutory consumer rights.
11. Damaged parcels
If your order arrives damaged, please contact us as soon as reasonably possible.
Where possible, provide photographs showing:
- the external parcel;
- the shipping label;
- the damaged product; and
- any damaged or broken packaging.
Photographs help us investigate the issue with the carrier but are not intended to replace your legal rights.
If goods are damaged, faulty, unsafe or otherwise do not conform to the contract, your rights are explained in our Returns & Refunds Policy.
12. Failed delivery and uncollected parcels
Where a carrier makes an unsuccessful delivery attempt, you may receive instructions for redelivery or collection.
Please follow the carrier's instructions within the period they provide.
If a parcel is returned to us because the customer:
- supplied an incorrect address;
- declined delivery without exercising an applicable cancellation right; or
- failed to collect the parcel,
we may contact the customer to arrange reasonable next steps.
Where re-delivery is requested and the failed delivery was not caused by us or our carrier, we may charge the reasonable additional cost of re-delivery.
Any refund will still be handled in accordance with your statutory rights and our Returns & Refunds Policy.
13. Cancelling an order after dispatch
If an eligible order has already been dispatched, you may still have the statutory right to cancel your online purchase.
UK consumers generally have 14 days after receiving eligible goods to tell the retailer that they wish to cancel, followed by a further 14 days to return them.
Food-product exceptions can apply in certain circumstances, particularly for rapidly perishable goods and certain sealed goods once opened for health or hygiene reasons.
Please see our Returns & Refunds Policy for the full conditions.
14. Delivery charges when an order is cancelled
Where you validly cancel an entire eligible order under your statutory cancellation rights, we will refund the basic cost of our standard delivery service where required by law.
If you chose a more expensive delivery service, such as express delivery, we are normally only required to refund an amount equal to our standard delivery cost.
This is why I would not put a blanket statement such as:
"Shipping charges are non-refundable."
on the Ceylons Grove website. For UK distance sales, that statement would be too broad.
15. International orders
International delivery is available only where the destination is offered at checkout.
International orders can be subject to local:
- customs procedures;
- import restrictions;
- taxes;
- duties; and
- carrier or handling charges.
The applicable rules depend on the destination country.
Where charges are not collected by Ceylons Grove at checkout, the customer may be required by their local authorities or carrier to pay them before delivery.
We will make available information about applicable delivery charges before purchase where required.
International customers are also responsible for ensuring that the products they order can legally be imported into their destination country.
16. Events outside our reasonable control
Delivery can occasionally be affected by circumstances outside our reasonable control, including severe weather, transport disruption, industrial action or significant carrier-network disruption.
Where this happens, we will take reasonable steps to minimise the impact and communicate material delays where practicable.
This section does not remove any statutory right you may have if an order is not delivered within the legally required or agreed period.