Shipping & Delivery Policy
Shipping & Delivery Policy
We at Ann Heirloom Foods understand that you would like to receive your products in a timely fashion and in top condition. So, we use our trusted network of couriers to provide you with the best delivery service as soon as possible. We use road transport as glass bottles and liquids are not allowed by air in most circumstances.
- All orders are processed within 24 hours of the payment being received.
- We will ship out your order within 2-3 working days on packing and processing, depending on the availability of items in inventory.
- Our courier partners will deliver your products within 4-6 working days. [Note: Our courier partners try to deliver before the estimated delivery date but sometimes they might be delayed due to unforeseen circumstances].
- We do NOT provide 'Cash on Delivery' services
Replacement and Exchange Policy
- If you have received a wrong/damaged product, we can replace this with the exact same item. Goods can only be exchanged if it is returned unused and intact, or by providing proof of damage/defect.
- Please do not accept the product if the outer seal of the jar is removed.
- Please email us at annheirloomfoods@gmail.com within 24 hours of delivery if you want to apply for an exchange, with relevant proof (photo or documentation) as seen necessary. We will have our customer care contact you as soon as possible.
- We will email you detailed instructions on how to exchange your product once you receive our exchange confirmation.
- It is a customer's responsibility to return us the unused products.
- Please mention your order number in the mail that you send to us.
- No Refund shall be made once goods are sold.
- All products once purchased are non-refundable.
- All Combo orders or Gift items are not eligible for return or exchange.
Our shipments go through a quality check process before they leave our premises. However, in the rare case that your product is damaged during shipment or transit, you can request a replacement.
If you have received an item in a damaged/defective condition or have been sent a wrong product, you can follow a few simple steps to initiate your replacement within 24 hours of receiving the order:
- Step 1: Contact our Customer Support team via email (annheirloomfoods@gmail.com) within 24 hours of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund the defective/wrong items in your order. Kindly share an image of the product and the invoice for our reference.
- Step 3: The customer will have to make sure that the replacement will only be initiated from us only if the products are received in their original packaging with their seals, labels, and packaging intact. It is a customer's responsibility to return us the unused products.
Note: If it is a case of replacement, it is subject to the availability of stock. In case that a replacement may not be available, we will refund you the full amount (minus the courier charges borne by us).
Yes. The free gift is included as a part of the item order and needs to be returned along with the originally delivered product.
How do I exchange an item purchased on Ann Heirloom Foods?
Ann Heirloom Foods offers its customers an ’Easy Exchange Policy,' wherein you can raise an exchange request of a product within 24 hours of receiving the order. We also accept partial returns wherein you can raise a return request for one or all products in you order.
- Step 1: Contact our Customer Support team via email (annheirloomfoods@gmail.com) within 24 hours of receiving the order.
- Step 2: Provide us with your order ID details and your request to return/replace/refund your order. Kindly email an image of the product and the invoice for our reference.
- Step 3: The customer will have to make sure that the exchange will only be initiated from us only if the products are received in their original packaging with their seals, labels, and packaging intact. It is a customer's responsibility to return us the unused products.
Which are the items that cannot be exchanged?
Returns will not be accepted under the following conditions:
- Product is damaged due to misuse/overuse
- Returned without original packaging including, price tags, labels, original packing, freebies, and other accessories or if original packaging is damaged
- QR code is tampered with.
- Defective products that are not covered under Seller/Manufacturer’s warranty
- Product is used or altered
- If a request is initiated after 24 hours of receiving the order
- Free product provided by Ann Heirloom Foods
Yes. An exchange can be created at item level and if you have ordered multiple items, you can initiate a return/replacement/refund for any individual item. However, any product being returned needs to be returned in full including all components as well as any complimentary gifts or products which came along with it.