Shipping Policy

Order Confirmation

You will receive an order confirmation email and/or text message immediately after placing your order.

Once processing begins, changes or cancellations may not be possible. However, please contact us immediately at support@asetenapa.co.uk, and we'll do our best to accommodate your request.

 

Processing

Standard Processing Time: Within 3–5 business days.

Delays: If processing exceeds our standard time frame due to high demand or inventory checks, we will notify you by email with an updated timeline.

Please note that delivery dates are subject to stock availability and courier operations. Once your order has been dispatched, you will receive a shipping confirmation email with your tracking details and estimated delivery date.

 

Shipping & Delivery

UK Orders

• Processing: 3–5 business days
• Delivery: 1–2 business days after dispatch via FedEx

Do We Ship on Weekends?

We dispatch orders from Monday to Friday. Weekend deliveries may occur depending on the courier's delivery schedule.

 

Frozen & Chilled Deliveries

To help maintain the required temperature throughout transit, all frozen and chilled orders are carefully packaged using:

• Insulated packaging
• Dry ice
• Ice packs
• Gel packs (where required)

This packaging is designed to maintain the required temperature throughout transit.

 

Frozen Delivery Schedule

Frozen and chilled orders are delivered on Thursdays and Fridays only. This allows us to source products from our suppliers earlier in the week, ensuring maximum freshness before packing and dispatch.

To qualify for the same week's frozen delivery, orders need to be placed by Tuesday at 1:00 PM. Orders received after this cut-off are scheduled for the following delivery cycle.

 

During Warm or Other Adverse Weather Conditions

Our packaging is designed to keep products frozen throughout transit. However, exceptionally warm weather or unforeseen courier delays may occasionally affect the condition of frozen items.

Products may arrive slightly softened or partially defrosted but will remain safe for consumption, provided they:

• Are delivered within the expected 24-hour delivery window
• Remain chilled upon arrival

 

If There's an Issue With Your Order

If your order arrives in a condition you are not happy with, please contact us as soon as possible.

To help us investigate quickly, please provide:

• Clear photographs of all products as received
• Photos of the outer packaging
• Photos of the insulated packaging
• Photos showing the condition of any ice packs or dry ice (where applicable)

Our team will review the information promptly and, where appropriate, arrange a suitable resolution, including a replacement or refund in accordance with our Refund Policy.

We are committed to delivering your order in the best possible condition and appreciate your understanding should circumstances beyond our control, such as extreme weather or courier delays, occasionally impact delivery.

Please note: For health and safety reasons, we do not accept returns of frozen or chilled products once they have been delivered. Reported issues will be reviewed based on the evidence provided.

 

Deliveries to Remote Areas

At this time, we are unable to offer our standard frozen and chilled delivery service to certain remote areas.

Although our courier (FedEx)  services these locations, deliveries are often completed by a third-party courier. This can extend transit times to up to 5 working days, meaning we cannot guarantee that frozen and chilled products will remain within the required temperature range.

Affected locations include (but are not limited to):

• Acharacle
• Isle of Lewis
• Isle of Islay
• Campbeltown
• Shetland Islands
• Barrogill Street, Wick
• Gairloch
• Isle of Bute
• Isle of Skye
• Stornoway

If you are unsure whether your postcode is affected, please contact our Customer Support team before placing your order. We will be happy to advise whether we can safely deliver frozen and chilled products to your location.

 

International Orders

• Dispatched within 24–48 hours of order confirmation
• Delivery times vary by destination (typically 3–10 business days)

Delivery Options

• Standard: Free doorstep delivery (no signature required)
• Tracked/Signed: Available at checkout for added security

Note: If no one is available to receive your parcel, the courier may leave it in a safe place (at your risk) or contact you to arrange re-delivery.

 

Shipping Fees

Standard UK shipping starts from £9.99 per order.

Shipping charges are calculated at checkout based on:

• Order weight and quantity
• Delivery destination
• Parcel size
• Courier requirements

Larger or bulk orders may incur higher shipping charges where additional parcels or specialist handling are required.

We currently do not offer express, next-day, or 2-day delivery services. All orders are shipped using our standard delivery service in accordance with the processing and delivery times outlined in this policy.

 

Why does Shipping Cost More?

Good question! First, we use a specialist courier service to deliver orders across the UK. Shipping costs reflect the level of care and service required to transport your order safely.

Second, every order is carefully prepared using high-quality packaging materials to protect frozen, chilled, and ambient products throughout transit. Our packaging is designed to help ensure your items arrive in the best possible condition.

International Shipping Restrictions

Due to post-Brexit regulations and customs policies, certain products cannot be shipped internationally.

UK ↔ EU

Food & Beverages

• ❌ Fresh, frozen and perishable foods (including meat, dairy, fruit and vegetables)
• ❌ Dry goods containing dairy (e.g. protein powder and chocolate)

Cosmetics

• ❌ Lotions, creams, moisturizers and sunscreens

USA & Canada

• ❌ Animal products
• ❌ Firearms
• ❌ Plants
• ❌ Restricted food products

Important: Orders containing restricted items will be automatically cancelled and refunded.

For any questions, please email support@asetenapa.co.uk.

 

Damaged or Missing Items

Please inspect your order upon delivery.

Report any damaged, missing or defective items within 7 days by emailing support@asetenapa.co.uk and include:

• Your order number
• Photos showing the issue

We aim to resolve all claims within 5-7 business days through a replacement or refund where applicable.

 

Contact Us

Email: support@asetenapa.co.uk

Phone: 020 3818 5808

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