1. How long does delivery take?

Orders placed Monday to Thursday before 12:00 pm are normally delivered the next working day.

Orders placed before 10:00 am on Friday are eligible for Saturday delivery where this service is available.

Orders placed after 12:00 pm on Thursday will normally be processed and dispatched on the following Monday.

Please note that delivery times are estimates and may occasionally vary due to courier operations or circumstances beyond our control.

2. Which courier will deliver my order?

We work with trusted delivery partners including DHL, DPD and Parcelforce.

The courier used depends on your delivery location and the type of products ordered.

3. Will I receive tracking information?

Yes.

Once your order has been dispatched, you will receive a dispatch confirmation by email or SMS (where available), including tracking details so you can follow your delivery.

4. Do you deliver across the UK?

We deliver to most UK mainland postcodes.

Some postcode areas may have delivery restrictions or additional delivery charges.

If we cannot deliver to your postcode, we will contact you before dispatching your order.

5. Can I choose my delivery date?

Yes.

Where available, you can select your preferred delivery date during checkout.

Saturday delivery is available in many areas for an additional charge.

Please note that Saturday delivery is currently unavailable for Belfast and Guernsey.

6. What happens if I’m not home when my order arrives?

Someone aged 18 or over should be available to receive your order.

If nobody is available, the courier may:

• attempt a redelivery;
• leave the parcel at a collection point where appropriate; or
• return the parcel to their depot.

Fresh and frozen products cannot always be safely redelivered. We cannot accept responsibility for spoilage where delivery could not be completed because no one was available to receive the order.

7. Can the courier leave my parcel in a safe place?

Yes, if you request this during checkout or directly with the courier.

However, once the parcel has been delivered according to your instructions, responsibility passes to you.

DOA Foods UK cannot accept responsibility for theft, damage, tampering, contamination or temperature changes after the parcel has been left unattended.

8. Will my frozen products still be frozen when they arrive?

Our frozen and chilled products are packed in insulated packaging designed to keep them cool and safe during transit.

Products may partially thaw during delivery, particularly during warmer weather or unexpected courier delays. If the products are still cold on arrival, they are generally safe for consumption.

If your products arrive warm, spoiled or unsafe to use, please contact us within 24 hours of delivery and include photographs of the affected items.

9. What should I do if items are missing or incorrect?

Please inspect your order as soon as it arrives.

If items are missing, incorrect or damaged, contact us within 24 hours of delivery with:

• your order number;
• a description of the issue; and
• photographs where applicable.

We will investigate and arrange a replacement, refund or store credit where appropriate.

10. What happens if an item is out of stock?

If an item becomes unavailable after you place your order, we may:

• contact you before dispatch;
• offer a suitable alternative; or
• issue a refund for the unavailable item.

You are under no obligation to accept a substitute.

11. What if my delivery is delayed?

Although we aim to deliver on time, delays can occasionally occur due to:

• severe weather;
• traffic incidents;
• courier operational issues;
• industrial action; or
• other unforeseen circumstances.

If your delivery is significantly delayed, we will contact you where possible and keep you updated.

12. Can I change my delivery after my order has been dispatched?

If you need to change your delivery, please contact DOA Foods UK before making any changes directly with the courier.

If you independently rearrange, redirect, postpone, reject or refuse your delivery with DHL, DPD or Parcelforce without our approval, we cannot accept responsibility for any resulting delays or spoilage of fresh or frozen products.

13. How much does delivery cost?

Delivery charges are calculated at checkout and depend on:

• your postcode;
• the weight of your order;
• the products ordered; and
• the delivery service selected.

Any additional charges for Saturday delivery will also be shown before payment.

14. What if my order arrives damaged?

Please take photographs of the packaging and damaged products and contact us within 24 hours of delivery.

Once we have reviewed your claim, we will arrange an appropriate resolution.

15. How do I contact your customer support team?

You can contact our Customer Support Team during the following hours:

Monday – Thursday: 9:00 am – 5:00 pm

Friday: 9:00 am – 12:00 pm

Email: admin@doafoods.co.uk

Enquiries received outside these hours will be answered on the next working day.

16. Who do I contact if I have a delivery question?

If you have any questions about your order or delivery, please email us at admin@doafoods.co.uk.

Please include your order number so we can assist you as quickly as possible.