Frequently Asked Questions | Sunnah Wholefoods

FAQ

Why are Our Date Products Different? 

Sunnah Wholefoods prides itself for working with the high standard farming industry in the Middle East. We can guarantee that all our ingredients are of the highest standard, completely natural (unless specified) and suitable for vegetarians, Religious standards and Non GMO (and often vegans too).

How to store our date products? 

Our Date Spread, Date Syrup and Sugar should be kept in dry, cool conditions below 20C. Refrigeration is NOT required. If our date products are refrigerated, then there is a chance of solidification of syrup and crystallisation of sugar molecules due to which the texture will be changed.

If that happens, you can simply put in a room temperature condition ambient to allow syrup to regain the liquid phase then you can use it. There will be no adverse effect but the texture will be slight altered.

Want to purchase wholesale or Stock Our Products? 

Sunnah Wholefoods offers wholesale pricing on all of our products and We are always looking to stock our products in new and exciting places,

please do get in touch with us directly.  Send us an email outlining your needs and we will get back to you within 48 hours.

Delivery & Returns

Our delivery charges are as follows;

Standard Delivery (UK)- 2 Working days (up to 15kg) - £3.98
Express Delivery (UK) 24 hour (up to 15Kg) - £4.92
**Orders over  £19.95 will get free delivery (UK only).**

Orders placed after midday or at the weekend or on a Bank Holiday will be processed on the following working day. Please note that working days are Monday to Friday, and that Express Saturday delivery is not possible. 

 

Refunds and Cancellations

If It's our fault

If an item is damaged or defective, please contact us within 14 days of delivery. We will either refund you for the value of the item, send you a replacement at no extra cost, or offer you a voucher to use on our website, as long as you adhere to the following conditions: Please retain all faulty items and their packaging - without this evidence we cannot issue refunds or send a replacement. Please note in some cases we may require items to be returned to us. If an item cannot be kept for health and safety reasons, please take clear, detailed, well-lit photographs (with your camera's 'macro' setting, if needed) showing the problem with every individual item you are dissatisfied with, so that we can view these.

If it's been lost in the post.

See "Delivery" below.

Please ensure that you input your delivery address correctly. We are unable to refund orders that are lost in the post due to mislabelling. We also are unable to cover the redelivery costs of such orders. Sunnah Wholefods accepts no responsibility if you enter an insufficient delivery address.

Nor will we refund the postage cost of sending an order out to an insufficient or incorrect address. So please check your details fully before submitting an order.

We encourage customers to specify a delivery address where they are likely to be present to take delivery of their parcel, or where there is someone likely to be present who can take delivery on their behalf. The delivery address doesn't have to be the same as the billing address.

The ‘Special Delivery Instructions’ box at checkout is for messages to enable a courier to deliver your parcel more easily. Please put nothing else in this box. These instructions will be printed on the outside of the parcel and highlighted in a bright colour for the courier to see. Please note that if you put your phone number here and request the courier to phone you, they are under no obligation to do so. If you wish to change these instructions after dispatch, this must be done through us, so please let us know as soon as possible and note that changing these instructions may lead to a delivery delay. If you contact the couriers independently and change the instructions, this will void your right to a refund or replacement if you tell us you haven’t received your parcel. Please note that if you specify in the Special Delivery Instructions box something like 'Leave in wheelie bin', 'Leave outside front door' or 'Leave in communal hallway' which may lead to your parcel being stolen or destroyed, this will void your right to refund or replacement. Please also note that the couriers we use follow a set route, and if you ask that they deliver at a specific time of day, they will likely be unable to do so.

If you want to amend your order:

  • Amendments will only be possible depending on the situation (such as when we have the items in stock; you contact us before your parcel is processed), so please understand that we have to handle these requests on a case by case basis. Please note that adding items to your order will re-start the time scale for dispatch as laid out on our Delivery Information page. Adding items to an already-existing order where the threshold for free delivery has not been reached with your initial order will not entitle you to free delivery if the added items bring the order over this threshold. The discount which is applied if you buy three or more of the same item applies only when you buy three or more of the same item at the same time.
  • If you live in an area where VAT doesn't apply, eg. Jersey, please email us after having ordered, and we'll be happy to refund your VAT costs.
  • If you change your mind after dispatch but before receiving your order

We will contact the courier and ask them to return the parcel to us. Please note that occasionally this request will not reach the courier before the parcel is delivered. Upon

receiving the parcel back, we will happily refund you for the goods but cannot refund the delivery fee.

  • If you change your mind upon receiving your order

By law, you have a 14-day "cooling off" period which begins the day you receive your goods. You can send any goods back for a refund, provided that they are unopened and in a saleable condition. Please contact us before returning any items. We’ll let you know the address to send them to, and we’ll process a refund for the goods when they come back to us. Your postal charges are not refundable if you choose to return goods you have changed your mind about. Please obtain proof of postage.

These rules are also detailed on the government's Consumer Rights website.

All deliveries require a signature and we allow 3-5 working days for delivering all (UK ) orders. We will contact you if we are unable to despatch the bulk of your order on time.

Orders and Returns 

See our Policy Page.