Frequently Asked Questions

Placing an order with SIVA is straightforward. Browse our product categories, click on any item that catches your eye to view full details, and add it to your basket. When you are ready, proceed to checkout where you can review your order, enter your delivery address, and complete payment using a credit card, debit card, or PayPal. You will receive an email confirmation immediately after your order is placed, containing a summary and estimated delivery date. No account is required to make a purchase, though creating one allows you to track orders and save your favourites for future visits.

We accept all major credit and debit cards including Visa, Mastercard, and American Express. PayPal is also available as a payment option at checkout. All transactions are processed through an encrypted SSL connection, ensuring your financial information remains completely secure. We do not store your card details on our servers. If you require an alternative payment method for a large corporate order, please contact our team directly and we will do our best to accommodate your needs.

We process orders quickly to ensure prompt delivery, so there is a limited window for changes. If you need to modify or cancel your order, please contact us within two hours of placing it by emailing [email protected] or calling +44 20 3916 5480. We will do our best to accommodate your request. Once an order has been dispatched, it cannot be cancelled, but you may return eligible items under our returns policy. Items marked as having been opened or consumed cannot be returned due to food safety regulations.

There is no minimum order value. You are welcome to purchase a single item if that is all you need. However, we offer free standard UK delivery on orders totalling £50 or more, so you may wish to explore our range and add a few items to reach that threshold. For orders below £50, a flat-rate delivery charge of £3.95 applies for standard delivery within the United Kingdom.

We offer two delivery options for UK customers:

• Standard Delivery (2 to 3 working days): Free on orders over £50, otherwise £3.95.
• Next-Day Delivery (1 working day): £6.95, available on orders placed before 2pm Monday to Friday.

All deliveries are fully tracked. You will receive tracking information via email and SMS once your order has been dispatched from our Surrey facility. Please note that delivery times may be slightly longer during peak periods or adverse weather conditions.

Currently, our standard delivery service covers the United Kingdom including Northern Ireland, the Scottish Highlands, and the Channel Islands. We are working to expand our delivery network to select European destinations in the near future. If you are located outside the UK and would like to place an order, please contact us at [email protected]. We may be able to arrange international shipping on a case-by-case basis, with costs calculated based on destination and order weight.

All products are stored in our climate-controlled warehouse in Whyteleafe, Surrey, and packed with care using materials suited to each product type. Fragile items are cushioned with recyclable padding, and temperature-sensitive goods are shipped with insulated packaging and cool packs when conditions require it. We regularly rotate our stock to ensure that items with shorter shelf lives are dispatched well within their best-before dates. Our packaging materials are predominantly recyclable or compostable.

Our courier partners will attempt to leave your parcel in a safe place or with a neighbour if you are not available. You can specify delivery instructions during checkout, such as a preferred safe location. If delivery cannot be completed, the courier will leave a card with instructions on how to arrange redelivery or collection from a local depot. You can also track your parcel in real time using the tracking link provided in your dispatch email.

We source products from over 35 countries, working directly with artisan producers and family farms. Our buying team personally visits each supplier to assess quality, sustainability practices, and working conditions. Current sourcing regions include the Mediterranean, South Asia, East Africa, South America, and Australasia. Every product page on our website lists the specific origin and producer information, so you always know exactly where your food comes from and who made it.

Many of our products are suitable for vegetarian, vegan, gluten-free, and dairy-free diets. Each product page clearly displays applicable dietary labels and allergen information. We also stock a growing range of certified organic products. If you have specific dietary requirements or allergies, we recommend reviewing the detailed ingredient list on each product page. You can also use our website filters to browse by dietary preference. If you need personalised advice, our team is available to help via email or telephone.

Every product in our catalogue goes through a careful selection process. Our buying team evaluates potential products based on five criteria: flavour profile, ingredient purity, producer ethics, sourcing transparency, and uniqueness. We conduct blind taste tests, verify all certifications, and visit production sites wherever possible. Products that do not meet our standards at any stage are not listed. We typically evaluate around 200 potential products for every 50 that make it to our shelves, so you can be confident that each item represents genuine quality.

Yes, we offer a range of pre-curated gift hampers perfect for birthdays, celebrations, and special occasions. We also provide a bespoke hamper service, allowing you to choose exactly which products to include. For corporate orders, bulk purchases, or event catering supplies, our team can prepare tailored quotes with volume discounts. Gift messages and premium wrapping options are available at checkout. Please reach out via our contact page or email us directly at [email protected] to discuss your requirements.

We stand behind the quality of every product we sell. If you receive an item that is damaged, defective, or significantly different from its description, please contact us within 14 days of delivery and we will arrange a full refund or replacement at no additional cost to you. Due to food safety regulations, we are unable to accept returns on opened perishable items unless the product is faulty. Full details of our returns policy are outlined in our Terms and Conditions.

Once we have received and reviewed your return request (and the returned item, where applicable), we aim to process your refund within 5 working days. The refund will be issued to the original payment method used at checkout. Please allow an additional 3 to 5 working days for the funds to appear in your account, depending on your bank or card provider. We will send you an email confirmation as soon as the refund has been processed on our end.

We are sorry to hear that. Please email [email protected] or call +44 20 3916 5480 within 48 hours of receiving your delivery. Include your order number and photographs of the damaged item and packaging. This helps us investigate the issue with our courier partner and process your replacement or refund as quickly as possible. In most cases, we can dispatch a replacement within one working day of your claim being reviewed. You do not need to return the damaged item unless we specifically request it.

No, you can check out as a guest without creating an account. However, registering for a free account offers several benefits: you can track your orders, save delivery addresses for faster checkout, build a wish list of favourite products, and access exclusive member-only offers. Creating an account takes less than a minute and we will never share your details with third parties. You can register on our homepage or during the checkout process.

Once logged in, you can update your personal information, email address, password, and saved delivery addresses from your account dashboard. Changes take effect immediately. If you need to update the delivery address for an order that has already been placed but not yet dispatched, please contact our team as soon as possible at [email protected] and we will do our best to redirect the parcel.

You have the right to request deletion of your account and associated personal data at any time. To do so, email [email protected] with the subject line "Account Deletion Request" and include the email address associated with your account. We will process your request within 30 days in accordance with GDPR requirements. Please note that we may need to retain certain transactional records for legal and accounting purposes, but all personal identifying information will be removed. Full details of your data rights are explained in our Privacy Policy.

Click the "Forgot Password" link on the login page and enter the email address associated with your account. You will receive a password reset link within a few minutes. If you do not see the email, please check your spam or junk folder. The reset link is valid for 24 hours. If you continue to experience difficulties, please contact our support team and we will assist you in regaining access to your account.