Free Delivery On All Orders Over £35

Terms And Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

1. ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders and subscriptions are subject to acceptance by Journey to the West Limited (“JTTW”). JTTW and any of its personnel reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

Timing of your order

As a part of the checkout process, you will be able to select the delivery date for your delivery, whether that delivery is part of a subscription or a one-off order. For subscriptions, you will also be able to select the frequency of delivery.

Changes to your order

If you wish to change your subscription, please do so via the “My Account” area of the website or by contacting us at hello@jttw.co.uk.

If you wish to change or cancel an order, please contact us at hello@jttw.co.uk. We’ll do our best to make changes for you, but we can’t make changes or cancel after the order has been despatched, typically 48 hours before noon on the scheduled delivery day. In this case you will lose any rights to a refund or re-delivery although we will still try to help.

Subscription prices

The price for each order within a subscription is the price at the time that the subscription is set up. We reserve the right, at our absolute discretion, to raise our prices at any time for reasons including, but not limited to, price increases from our suppliers and partners. If we raise our prices, we will notify you and provide the option to cancel your subscription free of charge.

2. PAYMENTS

We accept American Express, Visa and MasterCard credit and debit cards.  All our card payments are processed securely by Stripe. We also accept Paypal, in which case your payment will be processed by Paypal themselves.

For all subscriptions, your credit or debit card will be billed at checkout for your first delivery only. Subsequently, you will be billed at the start of every week in which a delivery is scheduled. The amount your card will be billed in any given week will be the value of your orders for that week.

For one off orders your credit or debit card will be billed at checkout. 

If you create an account and enter your payment details, your card will be stored securely by Stripe so that you can check out on future visits without re-entering your card details. We never store your credit or debit card details and we do not have access to them either.

3. PRICES

All prices are stated inclusive of any applicable VAT, unless otherwise stated.  All applicable delivery charges are set out explicitly in your order.

4. DELIVERY POLICY

JTTW currently delivers to the majority of mainland Great Britain, but unfortunately at the moment we cannot deliver to the highlands and islands of Scotland, Northern Ireland, the Channel Islands, PO boxes and BFPO. We hope to expand our service to these areas shortly.

We deliver by courier companies including Hermes, Yodel, DPD, Royal Mail and others, as well as our own vehicles. Any applicable delivery charges will be clearly communicated to you before you check out. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

Although we do our best to avoid it, there can be circumstances outside our control, which can cause delays of up to 24 hours. We have taken steps to ensure your delivery will still arrive chilled and safe to consume. If you experience delays greater than this, please contact our customer support team who will be happy to help.

We will make every effort to communicate your delivery instructions to your delivery provider, however we cannot guarantee that delivery instructions will be followed. Timed deliveries are not available.

When choosing the delivery instruction ‘Leave with concierge’, ‘Leave with reception’ or similar, it is your responsibility to first ensure that your designated person accepts fresh food deliveries. In the event that a delivery is turned away due to the nature of your package, you will not be eligible for a refund or re-delivery. 

Although we will always try our best to ensure punctual delivery, we cannot be held responsible if a delivery arrives late due to any circumstances affecting the availability of the delivery services that we use or anything else outside of our control.

In the event of a non-delivery (your meals not having arrived on their intended delivery date), please contact us at hello@jttw.co.uk. It is your responsibility to contact us within 7 days of the scheduled delivery date in order to claim credit or a re-delivery. Failure to do so will result in the lapse of any rights to this

Delivery will be complete when we deliver to the address which you specify when ordering. Any mistakes with the delivery address must be reported to us at hello@jttw.co.uk prior to collection by the chosen courier for your package. Failure to do so will result in the lapse of any rights to a refund, re-delivery, or credit.

When ordering dumplings, as they arrive chilled, it is important that you follow the storage instructions provided on our website, in your order confirmation email, and your order. Failure to do so will result in the lapse of any rights to a refund, re-delivery, or credit. 

If you change address, you must contact us at hello@jttw.co.uk 72 hours before your next order is due to arrive to update your details and ensure that no deliveries are sent out to the wrong address. We are unable to provide refunds or re-deliveries for any deliveries sent to the wrong location where we have not received advance notice in accordance with this paragraph.

If you should change your mind about your order once it has already been confirmed and dispatched, please accept said delivery and you must contact us at hello@jttw.co.uk or [phone number] on the day of delivery to discuss the order further. Refusal of your parcel, unless confirmed damaged by the courier, will forfeit any claim for refund, credit or redelivery. 

We reserve the right, at our absolute discretion, to cancel your subscription if it becomes apparent to us that the postal or courier service in your area is unreliable.

5. RETURNS AND REFUNDS

Freshness

Our dumplings, sauces, oils and garnishes are sent out in insulated packaging to ensure they remain fresh. If the food we deliver to you does not seem fresh, please contact us at hello@jttw.co.uk straight away. If, at our sole discretion, the food does not meet our high freshness standards, we will give you the choice of a free replacement at our next available delivery date, or credit. Please note that you will need to email us a photo of the un-fresh food within 72 hours of receipt in order to be eligible for store credit. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

Our dumplings are packed carefully to ensure they arrive in perfect condition, however on occasion (and for reasons beyond our control) damage may occur in transit. Should the product be damaged to an extent you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for credit or a re-delivery. If we offer you a refund, we will refund you the full amount paid for the damaged items within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Other Issues

If you should have any other concerns with your products, please contact us at hello@jttw.co.uk to let us know. We will then investigate the issue and try to resolve it. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non-Delivery

While we do our best to make sure our dumplings are delivered according to your order, sometimes mistakes happen. If we fail to deliver your order, we will send you a free replacement on our next available delivery date, or credit. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Due to the perishable nature of our fresh dumplings, we are unable to accept returns. We offer our customers credit or replacement delivery if our dumplings are not delivered to an acceptable quality, as detailed above.

6. OFFERS AND PROMOTION CODES

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer, and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.

Any offer that includes a free gift is subject to availability. We reserve the right to change this gift without prior notice. Such gifts are not guaranteed to be delivered with your purchase and cannot be redeemed for cash or credit. Should a gift not be sent with an order, the request for a refund will not be valid.

We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Unless explicitly otherwise stated, free or discounted introductory offers are only available to new users of the JTTW website and are only available once per household. If a billing address has previously been used as a shipping address for any other order and an introductory offer is used on a new order, this new order will be invalid along with any additional rewards – we reserve the right to cancel orders if such behaviour is seen.

Except where otherwise stated, discounts and credits are available only once to any one person. Discounts and credits cannot be used in conjunction with any other offers.

Only one promotion code can be used per order. Discounts and voucher codes cannot be redeemed against delivery charges; percentage discount vouchers are applied only to the cost of food unless otherwise stated.

Credit expires 12 months from the date that it is added to an account. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.

7. CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions including but not limited to heavy snow, ice, flooding or high winds, our delivery partners may not be able to deliver orders on time. This is outside of our control, and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren’t able to refund or offer re-delivery of affected orders.

Force Majeure

JTTW shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond JTTW’ reasonable control.

8. OUR LIABILITY

Whilst we agree to use all reasonable endeavours to ensure that the JTTW service is fully operational and error-free we cannot guarantee this and, therefore, accept no responsibility for any interruption of the JTTW service and shall be released from our obligations under these Terms and Conditions in the event of any cause beyond our reasonable control which renders the provision of the JTTW service impossible or impractical.

Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question (defined as an individual delivery within a particular week, not an entire subscription).

Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the JTTW service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient’s statutory rights in relation to the quality, fitness or description of the products supplied.

9. CUSTOMER AND RECIPIENT PERSONAL INFORMATION

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

During the checkout process, we ask for the following personal information:

Customer’s email address

We use this to provide a better experience by sending order confirmations, dispatch confirmations and delivery confirmations. We will also use the customer’s email for marketing communications from time to time. Please ensure that email addresses are accurate. If there is an error with your email address or you do not receive an order confirmation with 2 hours, please contact us immediately at hello@jttw.co.uk. Failure to do so will result in the lapse of any rights to a refund.

Customer’s telephone number

We use this information to contact customers to provide a better experience and in the event of problems with the order such as payment failures or delivery issues. We may use SMS for upcoming payment and delivery confirmations, dispatch confirmations, delivery confirmations.

Recipient’s full name and address

We require this information to deliver your orders. It is vital that the recipient’s address is accurate. We will also use the recipient’s name and address for marketing communications from time to time.

10. GENERAL

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the JTTW website and/or the JTTW service from time to time. We will publish any changes on the JTTW website, and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the JTTW service or JTTW website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

Additionally, we reserve the right to suspend, restrict or terminate access to the JTTW site and/or the JTTW services for any reason at any time.

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the JTTW website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions, but this does not affect any right or remedy which exists apart from that Act.

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

Thank you for your order, and enjoy your dumplings!