At Ivory Island, we’re dedicated to bringing the authentic taste of Afro-Caribbean cuisine directly to your door in London. We understand that fresh, quality ingredients are paramount, and we strive to make your shopping experience as smooth and reliable as possible.

Delivery Information

Serving the Heart of London and Beyond!

We currently deliver across Greater London and offer Nationwide Delivery for select non-perishable goods. Our aim is to get your order to you quickly and safely, ensuring the freshness of our products.

1. Delivery Zones & Options:

• Local London Delivery (Postcodes within M25):
  
  • Savers Delivery: £5.99 (Free for orders over £60)
  • Same Day : Starts at £9.99 (Available for select postcodes, please check at checkout)
  • Delivery Days: Tuesday – Saturday
  • Delivery Time Window: 9:00 AM – 6:00 PM (You will receive an email/SMS notification with a narrower delivery slot on the day of delivery).
• Nationwide Delivery (Non-Perishable Goods Only):
  
  • Cost: £7.99 (Free for orders over £75)
  • Delivery Days: Wednesday – Friday
  • Delivery Time: Typically 1-2 working days from dispatch. We use trusted couriers for this service. Please note: Due to the perishable nature of many of our products, this service is limited to non-fresh/frozen items only.

2. Order Cut-Off Times:

To ensure timely delivery, please note our order cut-off times:

• For Next-Day Local London Delivery: Order by 2:00 PM (Monday – Friday). Orders placed after 2:00 PM will be processed the following working day for delivery the day after.
• For Nationwide Delivery: Order by 12:00 PM (Monday – Wednesday) for dispatch the next day.

3. Packaging for Freshness:

• Perishable & Frozen Items: All fresh and frozen goods are carefully packed in insulated boxes with ice packs to maintain optimum temperature during transit. We recommend unpacking these items immediately upon receipt and storing them appropriately.
• Dry Goods: Non-perishable items are securely packaged to prevent damage.

4. Receiving Your Order:

• Presence Required: For fresh and frozen food deliveries, it’s crucial that someone is available to receive the order at the specified delivery address.
• Safe Place Option: If you know you might not be home, you can instruct us to leave your order in a designated safe place (e.g., “leave with neighbour at No. 5,” “leave by the blue bin”). Please specify this clearly in the “Order Notes” at checkout.
  
  • Important: Ivory Island cannot be held responsible for the condition of items left in a designated safe place if not collected promptly, especially for perishable goods.
• Missed Deliveries: If delivery is attempted and no one is available and no safe place instruction is provided, our courier will attempt to redeliver or contact you. Re-delivery attempts may incur an additional charge, and for perishable goods, the quality cannot be guaranteed after a missed delivery.

Returns Policy

Your satisfaction is our priority at Ivory Island. Due to the nature of food products, our returns policy is structured to ensure food safety and quality for all our customers.

1. Eligibility for Returns:

• Perishable & Frozen Goods:
  
  • These items cannot be returned if you simply change your mind due to health and safety regulations.
  • Returns will only be accepted if:
    
    • The item is damaged upon arrival (e.g., broken packaging, spoiled goods).
    • The item is incorrect (not what you ordered).
    • The item is past its best before/use by date upon delivery (unlikely, but we’ll rectify it).
• Non-Perishable Goods (e.g., sauces, spices, canned goods):
  
  • These can be returned within 14 days of delivery if they are unopened, in their original packaging, and in a re-saleable condition.

2. How to Initiate a Return (or Report an Issue):

If you have an issue with your order, please follow these steps:

1. Contact Us Immediately: For damaged or incorrect perishable items, you must notify us within 24 hours of receiving your delivery. For non-perishable returns, please contact us within 14 days of delivery.
2. Provide Details: Email us at your customer service email address Support@ivoryisland.co.uk with the following information:
   
   • Your Order Number
   • A clear description of the issue (e.g., “damaged yam,” “missing plantain,” “incorrect spice”)
   • Photographs: For damaged or incorrect items, clear photos are essential for us to assess the issue and process your request.
3. Wait for Our Response: Our customer service team will review your request and get back to you within 1-2 working days with instructions on how to proceed.

3. Refunds & Replacements:

• Damaged/Incorrect Perishable Items: Once we verify the issue (via photos or collection), we will offer you a full refund for the affected item(s) or send a replacement free of charge, depending on your preference and stock availability.
• Non-Perishable Returns: Upon successful return and inspection of the item(s) in their original condition, a full refund will be processed to your original payment method within 5-7 working days.
• Shipping Costs for Returns:
  
  • If the return is due to our error (damaged, incorrect, or faulty item), we will cover the return shipping costs.
  • If you are returning a non-perishable item due to a change of mind, you will be responsible for the return shipping costs.

4. Exclusions:

• We cannot accept returns for items that have been consumed, partially used, or altered after delivery.
• Items returned without prior authorisation from our customer service team may not be eligible for a refund or replacement.

We value your custom and are committed to ensuring you have a positive experience with Ivory Island. If you have any questions or concerns regarding your order, please do not hesitate to contact our friendly customer service team at [your customer service email address] or call us at [your customer service phone number].

Thank you for choosing Ivory Island!