This Shipping Policy explains how we process and deliver orders placed on the Savour Mate website. “Savour Mate” is a trading name of Niffos E-Shopping VOF, registered in the Netherlands. References to “we”, “us” or “our” in this policy mean Niffos E-Shopping VOF trading as Savour Mate.

Nothing in this policy affects your statutory rights as a consumer.

1. Where we ship

We currently ship to:

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The United Kingdom; and
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Selected countries within the European Union (where available at checkout).
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The exact countries and any restrictions (for example remote locations) are shown at checkout. If your country is not available at checkout, we are not currently able to ship there.

2. Shipping costs & “free shipping”

Where we advertise “free shipping”, this refers to standard shipping for eligible orders and destinations, as indicated on our website or at checkout.

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If free standard shipping applies, you will see a shipping cost of £0 / €0 for the relevant option at checkout.
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Additional options such as express or priority shipping, where available, may carry an extra charge even if standard shipping is free. Any such charges will be clearly displayed before you complete your order.
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Any shipping charges that apply to your order will be shown at checkout before you confirm payment.

3. Order processing time

We aim to process and hand your order over to our fulfilment partner within:

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1–2 business days after your order is placed and payment is confirmed.
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Business days are Monday to Friday, excluding public holidays in the country of fulfillment.

In exceptional circumstances (for example during peak periods such as Black Friday, technical issues or events beyond our control), processing may take longer. If we expect a significant delay, we may show this on our website before you place your order or contact you by email after your purchase.

Once an order has been shipped, it can no longer be cancelled. If you wish to return your order, please refer to our Returns & Refunds Policy.

4. Estimated delivery times

After your order has been processed and dispatched, typical delivery times are:

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United Kingdom: usually 6–9 business days after dispatch.
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European Union: usually 6–9 business days after dispatch, depending on the destination country.
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These timeframes are estimates only and are not guaranteed. Delivery times can be affected by factors outside our control, such as carrier delays, customs checks, weather conditions or peak periods.

If your order has not arrived within 10 business days after the end of the estimated timeframe shown at checkout, please contact us at support@savourmate.com with your order number.

We are not responsible for any indirect or consequential loss caused by a delay in delivery, where the delay is due to events beyond our reasonable control.

5. Shipment confirmation & tracking

When your order leaves our warehouse, you will receive a Shipment Confirmation email.

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This email usually contains a tracking number and a link to track your parcel, where tracking is available.
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Please allow up to 24 hours for tracking information to become active in the carrier’s system.
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The carrier used for your order may vary depending on your location and the specifics of your shipment.
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If you do not receive a confirmation email within a reasonable time after placing your order, please check your spam folder and then contact us if needed.

6. Delivery address and failed delivery

It is your responsibility to provide a complete and accurate shipping address at checkout.

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We are not obliged to refund or replace any order that has been delivered to an incorrect or incomplete address provided by you.
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If you realise that you entered an incorrect address, please contact us immediately at support@savourmate .com. If your order has not yet entered the fulfilment process, we will do our best to update the address, but we cannot guarantee this.
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If the carrier is unable to deliver your parcel (for example because no one is available to receive it or it is not collected from a pick-up point):

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The parcel may be returned to us. In that case, we will contact you to discuss reshipment (which may involve additional shipping costs) or cancellation of the order.
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If the parcel is returned to us and you choose not to have it reshipped, we may refund the order price minus any shipping and return costs incurred, where permitted by law.
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7. Damaged parcels & missing items

If your order arrives with visible damage to the outer packaging or items appear to be missing:

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Please take clear photos of:
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The outer packaging (including shipping label); and
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The damaged or missing items (if applicable).
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Contact us at support@savourmate.com as soon as reasonably possible with:
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Your order number; and
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The photos and a description of the issue.
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We will work with you and, where relevant, the carrier to assess the situation. Where the products are damaged or incomplete on arrival, we will provide an appropriate solution in line with consumer law, which may include a replacement or refund.

Please keep all packaging materials and the damaged items until we confirm that they may be discarded, as the carrier may require them for a damage investigation.

8. Lost or undelivered parcels

If tracking shows that your parcel has not moved for an extended period, or if it has not arrived within a reasonable time:

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Please contact us at support@savourmate.com with your order number and any tracking information.
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If tracking shows your parcel as delivered but you have not received it:

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First check with:
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Other members of your household;
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Neighbours; or
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Your building’s reception or concierge, if applicable.
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If the parcel cannot be located, contact us and we will:
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Ask the carrier to open a delivery investigation; and
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Work with you on a resolution once the investigation is completed.
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Where a parcel is confirmed lost in transit or clearly not delivered to you, we will either resend your order or refund you in line with applicable consumer law. We may not be able to offer a refund or replacement if the carrier confirms delivery to the address you provided and there is evidence that the parcel was correctly delivered.

If you suspect a parcel is lost or undelivered, please contact us as soon as reasonably possible and ideally within 60 days of the shipment confirmation email. After this period, it may become difficult or impossible for us to investigate the shipment with the carrier.

9. Customs, duties and taxes (non-UK/EU orders)

For orders delivered outside the UK or EU (if and when available), additional customs duties, import taxes or handling fees may be charged by your local customs authority or carrier.

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These charges are not included in our prices or shipping costs and are your responsibility as the customer.
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We have no control over these charges and cannot predict their amount.
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If you refuse to pay customs or import charges and the parcel is returned to us, we may refund the product price minus any shipping, return and handling costs incurred, where permitted by law.

For UK and EU orders, any applicable VAT or sales tax will typically be included in the price shown at checkout.

10. Changes to this Shipping Policy

We may update this Shipping Policy from time to time, for example to reflect changes in our shipping partners, destinations, delivery times or legal requirements.

When we do, we will post the updated version on this page. The new version will apply from the date it is posted. Where required by law, we will provide additional notice (for example by email or via the website).

11. Contact

If you have any questions about shipping or the status of your order, you can contact us at: support@savourmate.com

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Shipping Policy

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