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Delivery & Returns

Same Day Local Delivery

Same day local delivery is available to addresses wit in a 3-mile radius of HIYOU Supermarket Newcastle.

Shopping ordered before 4pm on a weekday will be delivered the same day.

Same day delivery is not available on the weekends.

Orders made on Friday after 4pm will be delivered on the following Monday.

£15 minimum order requirement.

Free delivery for orders above £60

£2.50 delivery fee for orders below £60

 

UK Delivery

Prices are based on one 30kg parcel. Additional 30kg max parcels will be charged at £2.99

Delivery Service (Order by 12pm)

Price (per 30Kg shipping weight)

DPD Next Day – UK Mainland

£6.50
Free when you spend over £60

DPD Next Day by 12pm – UK Mainland (order by 12pm the day before)

£9.99

DPD Next day by 10.30am -UK Mainland (order by 12pm the day before)

£14.99

DPD Sunday Delivery – UK Mainland (order by 12pm Friday)

£9.99

DPD Saturday Delivery -UK Mainland (order by 12pm Friday)

£9.99

Scotland Mainland*

DPD Two Days Delivery (Further to reach locations may take 2-5 days)

£6.50
Free when you spend over £60

Scottish Highlands & Island, Northern Ireland, Jersey, Guernsey and Isle of Man

DPD Two Day (Further to reach locations may take 2-5 days)

£20.99

Scotland Mainland only include: AB10-16, AB21-30, DD1-9, DG1-9, EH1-99, FK1-16, G1-84, G90, KA1-30, KY1-16, KY99, ML1-12, PA1-19, PH1-14 TD1-15.

European Delivery

Delivery Service (Order by 12pm)

Price (per 30Kg shipping weight)

Countries

European Delivery Zone 1

£17.99

Countries include:
Belgium, France (inc. Monaco), Germany, Luxembourg, Netherlands, Republic of Ireland

European Delivery Zone 2

£19.99

Countries include:
Austria, Denmark

European Delivery Zone 3

£21.99

Countries include:
Czech Republic, Italy, Slovakia, Spain

European Delivery Zone 4

£28.99

Countries include:
Estonia, Finland, Hungary, Poland, Portugal, Slovenia, Sweden

European Delivery Zone 5

£44.50

Countries include:
Bulgaria, Greece, Latvia, Lithuania, Romania

 

Once your order has been received by us, we aim to process and dispatch your goods within 3 working days (Mon-Fri). However, dispatch is subject to stocking levels, should we have any trouble with fulfilling your order we will make sensible substitutions if possible. In a case where no substitution is available, we will contact you for further instruction.

Order dispatched; your goods should arrive within the timeframe of the delivery type chosen. We will not be held responsible for any delays once your goods have been dispatched, the operation of the delivery companies we use is outside our control. Time of delivery shall not be subject to any contractual obligation.

In the event of a delivery company retuning goods to us due to failed attempted deliveries we reserve the right to charge you an additional re-delivery charge or refund your order minus the delivery charge. If the goods are lost or damaged in transit, please let us know promptly.

Sometimes, for reasons beyond our control we may be prevented from delivering your goods as planned. These might include things such as accidents, breakdowns, fire, flood, storm, severe weather, acts of god, war, riot, civil commotion, malicious damage or the default of our suppliers. We will try to put things right as soon as possible however we can’t be responsible where this causes a delay or failure in delivering your goods.

Goods shall be delivered to the delivery address specified by you on the completed order form.

 

Fresh and Frozen Delivery

Number of items you purchased

Additional Packaging Surcharge

1-5 items

£4.99

6-10 items

£4.99 + £2.50

11-15 items

£4.99 + £2.50 + £2.50

*Add £ 2.50 for every 5 additional items purchased after the first 5 items.

To maintain the fresh and frozen items in the best condition, we are using Wool Pouch and Ice Packs. Our ice pack system can keep the frozen items approximately around 0 °C upon arrival. The frozen items might be slightly defrosted on the surface but will still be in their best status for refreezing or immediate consumption.

Please ensure that you are home and able to accept the delivery on the day, any delay in getting your order due to not being home will decrease the quality of your temperature-controlled items and HIYOU Supermarket are not liable for any damages or costs in this scenario. You can check the progress of your parcel by following the tracking information provided by DPD once your parcel has been dispatched. After you have received the parcel, please place these items in the freezer straight away.

Fresh and frozen order will be dispatched on Monday-Thursday only, please be aware that if your order is placed after 12:00am on Thursday and contains Fresh/Frozen items, your order will not be dispatched until the following Monday. If you qualify for free shipping for spending over £60, the fresh and frozen surcharge will still be applicable.

Unfortunately, we are unable to offer refunds for any fresh vegetables, chilled or frozen items both instore and online.

Please note: Fresh & Frozen items can only be delivered within UK mainland and parts of Scotland.

 

Click & Collect

Shop online and pick up from HIYOU Supermarket Newcastle. When you have selected your items, proceed to the checkout. After you have entered your billing details choose Click & Collect as your delivery option.

Collecting your items

When you have ordered your items online, you will receive an email confirming your order.
Once your order is ready, we will send you email saying your order is ready to be collected. Usually, orders are ready in less than 4 hours window, but it may take longer sometimes. Please do not arrive at store before we have confirmed your order is ready as it may not be available to collect.
Collection times is 11am to 8pm everyday (except New Year’s Day and Christmas Day).
You will need to take your email confirmation with you when you collect your items. We will also ask you to present a valid photo I.D. such as a photo driving license or passport.

Please note: Items will be held in store for a maximum of 14 days. After this time, your order will be cancelled, and a refund will be processed back to your original payment method. 

 

Refunds & Returns

www.HIYOU.co operates a returns policy in accordance with the Consumers Contract Regulations 2013 allowing you to return any item within 14 calendar days of receiving delivery of your order. All items being returned will be at your own expense unless faulty or sent in error.

This policy does not extend to any items which have been opened or whose seal has been broken or perishable items. All products must be returned sealed and in a saleable condition unless faulty or defective.

To return goods firstly contact us via email Contact Page.

If we receive any returned goods without our prior knowledge, we reserve the right to refuse them. Goods are to be returned in the original packaging and a copy of the delivery note or receipt to

HIYOU – Returns

108 Newgate Street

Newcastle Upon Tyne

NE1 5RQ

UK

Until we receive your parcel the items remain your property. For your own protection we recommend using a trackable delivery service.

After the 14-day period we will be more than happy to accept items for return if a product was found to be faulty, damaged or sent in error. In any of these cases we will endeavour to replace your product with the same or similar item and reimburse you with delivery costs. Should no substitute product be available, we will give you a full refund including delivery costs incurred with returning the item.

Refunds for goods purchased under a promotional offer will be based on the terms of the promotional price.

Once we have taken the payment for your order and dispatched all the items, we are not able to offer refunds for any discounted items with limited expiry dates.

This policy does not affect your statutory rights.
Please allow 14 days (not including delivery time) for the return and refund to be processed.