1. Next day delivery for the frozen items
Frozen bone broths must be received on the day of delivery to ensure they remain frozen. If you are unavailable to receive the delivery, please provide a safe place for the courier to leave the parcel.

2. No Redelivery for Frozen Items
If no one is available to receive the delivery and no safe place is provided, the broths will not remain frozen for redelivery. We are not responsible for thawed products due to failed delivery attempts.

3. Notification for Delivery Hold
If you are unavailable on the scheduled delivery day, please notify us via email in advance. We can put your delivery on hold and reschedule it in your convenient time.

4. Thawed or Defrosted Parcels
If your parcel arrives thawed or defrosted on the expected delivery date, please take a photo or video immediately and email it to us at hello@ossaorganic.com. We will investigate the matter thoroughly and resolve it promptly.

5. Order Cancellations
You have the right to cancel your order. To do so, please send us an email in advance at hello@ossaorganic.com before the order is dispatched.

6. Damaged or Broken Products
If your products are damaged or broken upon receipt, please provide a photo as proof and send it to us at hello@ossaorganic.com so we can rectify the issue accordingly.

7. Refund Policy
Refunds will be processed within 3-5 business days after confirmation, and the credited amount will be deposited into your account. The time it takes for the refund to reflect in your account depends on your bank’s policies and we will refund the item cost only; the shipping fee is non-refundable.

8. Returned Orders
If an order is returned to us, this usually indicates either a refusal of delivery or an issue with the shipping address provided. We must receive the returned products physically before we can address or rectify the situation. 

9. Customer Support
Our live chat is available from 9 AM to 5 PM UK Time Monday-Friday to assist with any queries you may have. You can reach us through our live chat service for prompt support.

10. Delivery Notifications
You will receive notifications via email or SMS on the day of delivery to ensure you’re aware of your parcel’s expected arrival time.

11. Lost or Stolen Items:

• If an item is marked as delivered but you cannot locate it, please check with household members, neighbours, building managers, or anyone else who might have received the package on your behalf.
• If the parcel is still missing, please contact our customer service team within 48 hours of the delivery confirmation.

 

12. Investigation Process:

• We will initiate an investigation with the shipping carrier to determine the status of the package.
• This process may take up to 10 business days.

13. Resolution:

• If the package is confirmed lost by the carrier, we will either replace the item or issue a refund, based on the customer’s preference and item availability.
• If the package is confirmed delivered to the correct address and deemed stolen we are not liable for packages after they have been confirmed delivered to the correct address.

 

By placing an order, you agree to these terms and understand the importance of receiving frozen products on the next day of delivery.