Terms And Conditions

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

 

ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders and subscription requests received are subject to acceptance by Mama Chen’s (Mama Chen’s Dumplings) 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

Order by Wednesday for collection on Friday and delivery on Saturday. If you order after Wednesday your collection and delivery will be on the following week(s) Friday & Saturdays. 

 

Changes to your order

If you wish to change your order please do so by contacting us at chef@mamachens.co.uk. We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested not less than 48 hours before the midday of the scheduled delivery day. Failure to do so will result in the lapse of any rights to a refund or re-delivery.

 

Cancellation policy

To cancel your order, please let us know not less than 24 hours after the order has been placed and we'll be happy to provide a full refund. You can also cancel by contacting us at chef@mamachens.co.uk. Failure to do so will result in the lapse of any rights to a refund or re-delivery.

 

DELIVERY POLICY

Mama Chen currently delivers to selected postcodes - Clear boundaries are set out on the order & payment page. Timed deliveries are not available. When requesting for a safe place instruction 'Leave with neighbour’, it is then your responsibility to first ensure that your neighbour accepts fresh food deliveries. In the event that delivery is turned away due to the nature of your package, you will not be eligible for a refund or re-delivery. Although our team will always try our best to ensure punctual delivery for our customers, Mama Chen’s cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Mama Chen's control.

In the event of a non-delivery (your meals not having arrived on their intended delivery date), please contact us at chef@mamachens.co.uk. It is the customer's responsibility to contact us within 3 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.

Delivery will be complete when we deliver to the address which you specify when ordering. When ordering dumplings as it arrives frozen/chilled, it is important that you follow the storage instructions provided on our site and your storage/recipe card. Failure to do so will result in the lapse of any rights to a refund or re-delivery. 

 

If you change address, you must contact us at chef@mamachens.co.uk 48 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.

 

RETURNS AND REFUNDS

Freshness

If the food we deliver to you does not seem fresh, please contact our Customer Support team at chef@mamachens.co.uk to let us know. 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 a refund. Please note that you will need to email us a photo of the un-fresh food within 24 hours of receipt in order to be eligible for a refund. 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

While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may in transit. Should this occur to a level that 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 a refund. 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 concerns with your meals, please contact our Customer Support team at chef@mamachens.co.uk.

 

Returns

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

 

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.

 

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.

  

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. 

ALLERGENS

All our dishes are prepared in the same kitchen and we cannot guarantee it is free from allergens and may contain traces of the following: Soy, Soybeans, Sesame seeds, Sesame oils, Nuts, Wheat, Gluten, Milk, Eggs, Pork, Alcohol, Fish and Crustaceans.

   

REGISTRATION

Mama Chen's is a fully registered, food business establishment.

Food Safety Certified.

Thank you for your order, and we hope you enjoy Mama Chen’s experience.

 

REGISTERED OFFICE AND TRADING 

Fully registered - Food Safety certified

Romford RM7 

We reserve the right to supplement and amend the Terms and Conditions. We will publish any changes on Mama Chen's website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access Mama Chen's website. Changes will be effective immediately after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.