SHIPPING POLICY

Sacoma Global Foods Innovation

Last updated: June 2026

1. Overview

This Shipping Policy applies to all orders placed with Sacoma Global Foods Innovation for physical retail products.

We ship within the United Kingdom and to a growing number of international destinations. Applicable shipping rates and available delivery options are displayed at checkout based on your delivery address and order weight. Our international shipping coverage is continuously being updated; please check our website for the most current list of supported destinations.

2. Shipping Rates

Shipping costs are calculated at checkout and depend on the delivery destination, the total weight of your order, and the chosen delivery service. All rates are displayed in GBP (£) inclusive of any applicable handling fees. For international orders, local currencies applies at the prevailing exchange rates of the day. 

We work with a number of carrier partners to provide the best available service for each destination. By placing an order, you agree to the shipping rate presented to you at the time of checkout.

3. Weight Limits & Oversized Orders

3.1 International Orders

Our standard online checkout supports international orders up to a maximum total weight of 25kg per order.

Orders exceeding 25kg cannot be processed through our standard checkout for international destinations.

If your international order exceeds 25kg, you have two options:

•       Place multiple separate orders, each within the 25kg limit; or

•       Contact our sales team directly to request a bespoke shipping invoice tailored to your requirements.

Please reach out to us by email before placing a large international order so we can advise on the best approach and ensure your shipment is handled correctly.

3.2 UK Orders

For UK orders exceeding 25kg, you may still proceed through our standard checkout; however, please be aware that shipping costs for heavier orders can be significantly higher. Where possible, we will explore alternative shipping arrangements to help reduce costs for you. If you would like us to look into a more cost-effective option before your order is dispatched, please contact us and we will do our best to accommodate.

3.3 Bulk Purchases, Pallet & Container Orders

For bulk purchases, pallet loads, or container orders, our standard online checkout is not applicable. Please contact our sales team directly to discuss your requirements. We can arrange:

•       Bespoke pricing and volume discounts.

•       Dedicated freight and logistics arrangements.

•       A formal commercial invoice and shipping quotation.

Please contact us by email or phone to speak with a member of our sales team. We welcome enquiries from trade buyers, wholesalers, and retailers.

4. Order Processing Times

Orders are typically processed and dispatched within 1 - 2 working days of receipt of cleared payment. Please be aware of the following:

• We do not dispatch orders on weekends (Saturday or Sunday).
• We do not dispatch orders on UK public bank holidays.
• We do not dispatch orders during any announced holiday or closure periods. Any such periods will be published in advance on our website.

You will receive a dispatch confirmation with tracking information (where available) once your order has been collected by our carrier.

5. Estimated Delivery Times

Estimated delivery windows are provided by our carrier partners and are not guaranteed. Actual delivery times may vary depending on the destination, carrier workload, customs clearance (for international orders), or other factors outside our control.

Sacoma Global Foods Innovation is not liable for delays caused by third-party carriers or customs authorities.

6. Customs, Taxes & Duties (International Orders)

All shipping rates cover delivery charges only and do not include any import taxes, customs duties, or VAT that may be applicable in the destination country.

• Import duties and taxes are the sole responsibility of the recipient.
• These charges are determined by local customs authorities; Sacoma Global Foods Innovation has no control over these costs and cannot estimate them in advance.
• We recommend checking with your local customs office before placing an order to understand what additional charges may apply.
• Failure to pay applicable customs duties may result in your parcel being held, returned, or destroyed by customs. We are not liable for any charges or losses arising from such situations.

7. Shipments to the European Union

In accordance with the EU General Product Safety Regulation (GPSR) (EU) 2023/988, which came into force on 13 December 2024, all products shipped into the European Union must meet applicable safety and labelling requirements.

Sacoma Global Foods Innovation is committed to compliance with these obligations. Where required by the GPSR, we ensure that:

• Products carry the necessary safety information, warnings, and labelling.
• A Responsible Person established within the EU or Northern Ireland (as applicable) is designated for relevant product categories.
• Product documentation and conformity information is available to EU market surveillance authorities upon request.

If you have questions about a specific product’s compliance status for EU delivery, please contact us before placing your order.

8. Packaging & Sustainability

As part of our commitment to environmental sustainability, Sacoma Global Foods Innovation    operates a responsible packaging policy:

• We actively reuse packaging materials wherever possible, including boxes, void fill, and protective wrapping, to reduce waste.
• Products may arrive in the manufacturer’s original packaging, which may carry third-party branding. This does not affect the quality or authenticity of your order
• All reused packaging is inspected to ensure it is clean, structurally sound, and appropriate for the contents.

If you have specific packaging requirements, please contact us before placing your order.

9. Returns & Refunds

9.1 UK Orders

Your statutory rights are protected under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. As a UK customer, you have the right to:

• Cancel your order and return goods within 14 calendar days of the date you receive them, without providing a reason (“cooling-off period”).
• Receive a full refund of the product price within 14 days of us receiving the returned goods or receiving proof of return, whichever is earlier.
• Return faulty, damaged, or misdescribed goods for a full refund, replacement, or repair within 30 days of purchase under the Consumer Rights Act 2015.

To initiate a return, please contact us within the applicable window quoting your order number. Returned items must be unused and in their original condition and packaging where possible. Return postage costs are the customer’s responsibility unless the item is faulty or incorrectly sent.

Please note: certain products may be exempt from the standard 14-day cancellation right under Regulation 28 of the Consumer Contracts Regulations 2013, including perishable goods or items that cannot be returned for hygiene reasons once unsealed. Where this applies, it will be clearly stated on the product page at the time of purchase.

9.2 International Orders

We are unable to accept returns or issue refunds for international orders, except in the following circumstances:

• The product arrived damaged or defective.
• An incorrect item was dispatched.

In these cases, please contact us within 7 days of delivery with your order number and photographic evidence. We will assess the situation and offer an appropriate resolution, which may include a replacement or partial refund at our discretion. International customers are responsible for all return shipping costs where a return is agreed.

10. Damaged or Lost Parcels

If your order arrives damaged, please:

• Photograph the outer packaging and the damaged item(s) before unpacking further.
• Contact us within 7 days of delivery, quoting your order number.

If your parcel appears lost in transit, please allow the full estimated delivery window to pass before contacting us. We will investigate with the carrier on your behalf and keep you updated.

11. Contact Us

If you have any questions about your order, shipping, or this policy, please get in touch:

Sacoma Global Foods Innovation  

CEME Innovation Centre,

Marsh Way,

Rainham,

RM13 8EU,

United Kingdom

orders@sacomahealthfoods.com

This policy is reviewed regularly and updated in line with applicable UK consumer legislation and our evolving shipping capabilities.