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
EKOOK reserves the right to accept all of its customers’orders before they are processed and therefore to reject any order without giving any reason. When an order is rejected, we either refund or cancel any payments received in full, via the same payment method used to place the order.
Timing of your order
During the checkout process, you will be able to pick the delivery date for your delivery.
If you need or want to cancel your order, we need a 48-hour notice before the intended delivery date. We would be therefore happy to provide a full refund. You can also cancel your order by contacting us at email@example.com
We will be able to accept American Express, Visa and MasterCard credit and debit cards as well as Paypal. All our payments are securely processed by Stripe, to make them as secure as possible, or, if selected as a payment option, Paypal.
Your credit or debit card will be charged upfront during the checkout process.
If you create an account and enter your payment details, your card will be stored securely by Stripe so as to avoid re-entering your card details on a future occasion. Please note that EKOOK will never have access to your credit or debit card details.
All prices include VAT, where applicable, unless otherwise stated. EKOOK will show any applicable delivery charges separately.
- DELIVERY POLICY
EKOOK delivers throughout the United Kingdom,
We deliver by Royal Mail Tracked and, in central London, via some delivery companies. We will the way to deliver your order, and any applicable delivery charges will be clearly stated and communicated during the checkout process. EKOOK reserves the right, at its complete discretion, to determine a different way to deliver your meals, without any prior notification.
We will do our utmost to allow the delivery company to get your delivery instructions, however we will not be able to guarantee that delivery instructions will be followed. Unfortunately, timed deliveries are not available.
Although EKOOK will do its best to make sure your delivery is punctual, it will not be possible to consider EKOOK responsible for any deliveries which ever affected your delivery, whatever the circumstances were.
If your delivery is late or your meals have not been delivered, please write to us at firstname.lastname@example.org. It is our customers’ responsibility to let us know within 7 days of the intended delivery to be able to claim a refund., otherwise no refund could be claimed.
If you change address, you must update your address details on the "My Account" section of our website (www.ekook.com) 48 hours prior to your next scheduled delivery. Failure to do this will imply the impossibility for you to claim any refund.
- RETURNS AND REFUNDS
Our pasta, sauces and garnishes are vacuum-packed to preserve their freshness. However, if the food we deliver to you does not seem to be fresh, please write to us at email@example.com to let us know. If, at our only discretion, the food does not meet our high freshness standards, you will have the possibility to either get a refund or get a free replacement at our next available delivery date. Please note that failure to send us photos of the food within 72 hours of the scheduled delivery will imply not being eligible for a refund. If you are eligible for a refund, you will get the whole amount within 3 days. Please note that EKOOK will not be responsible for any additional time which might take banks to refund the amount to your card.
Even if we do our best to send you your meals in perfect condition, your box might be occasionally damaged in transit. If you think the damage level is unacceptable, you will be be able to either get a full refund or get a free replacement at our next available delivery date. However, please note that failure to send us photos of the damaged product within 24 hours of the scheduled delivery will imply not being eligible for a refund. If you are eligible for a refund, you will get the whole amount within 3 days. Please note that EKOOK will not be responsible for any additional time which might take banks to refund the amount to your card.
Even if we do our best to deliver your meals, if we fail to deliver your order you will be able to either get a full refund or get a free replacement at our next available delivery date. If you are eligible for a refund, you will get the whole amount within 3 days. Please note that EKOOK will not be responsible for any additional time which might take banks to refund the amount to your card.
Due to the peculiar, perishable nature of our fresh pasta meals, we are unable to accept returns. We can therefore offer our customers only refunds or replacement delivery.
Product availability and substitution
Since our fresh ingredients are subject to availability, if there any supply difficulties, we reserve the right, at our absolute discretion, to replace any product with a similar product as well as equivalent or even greater value and quality.
- OFFERS AND PROMOTION CODES
At our discretion, we may offer some products at discounted prices at times. These offers will not be valid for purchases before the offer introduction date or after the offer end date.
If a customer has made a purchase and the price of the purchased product is discounted because of a special offer, the price of the product at the time of purchase will prevail. We will not be able to offer special offer discounts for purchases that have already been made.
Since our special offers depend on availability, we may amend the terms of special offers and promotional codes, or withdraw them, at any time, and without prior notice.
We also reserve the right, at our absolute discretion, to offer personalised discounts which will be redeemable for the beneficiaries only, unless explicitly otherwise stated.
Please note that discounts and credits cannot be used in conjunction with any other offers.
Discounts and voucher codes can only be redeemed against the cost of meals, not delivery costs.
After your credit has been added to your account, there will be 1-year time from the date it has been added, to redeem it. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site.
When enjoying free delivery, if a promotional code is applied, free delivery might not be guaranteed, depending on the amount (if, after the code has been applied, the amount will be smaller than £35, you will not be entitled to get free delivery.
- GIFT CARDS
All our usual terms and conditions apply to Gift Cards.
The Gift Cards you order through our website can be either electronically or physically delivered whenever you wish to. Unless otherwise stated our offers and promotions (including credit) do not apply when purchasing Gift Cards. Our Gift Cards must be redeemed on our Website, as full or part payment for products from our Website.
It is not possible to exchange Gift Cards for cash. All Gift Cards must be redeemed within 1 year from the date of issue, that is before their deadline. No refunds will be processed in respect of the purchase of Gift Cards.
Gift Cards cannot be redeemed against shipping charges.
If products purchased online by using a Gift Card are returned, a refund will be issued and the sum will depend on the credit amount added to the Gift Card recipient's account with EKOOK.
If any Gift Card is lost, stolen, destroyed or used without permission, EKOOK will not be responsible and no replacement will be provided.
- CIRCUMSTANCES BEYOND OUR CONTROL
Adverse weather conditions
During adverse weather conditions (for example heavy snow, ice, flooding or high winds), your delivery might not be punctual. If this is the case, namely our delivery partner has not been able to deliver your products on time, we will not be responsible for that. Thus, in the event of adverse weather conditions, we cannot refund or offer re-delivery of affected orders.
EKOOK will not be responsible for delays or the impossibility to perform its obligations because of: (i) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (ii) the act of any government or authority (including refusal or revocation of any licence or consent), (iii) fire, explosion, flood, fog or adverse weather, (iv) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (v) default of suppliers, sub-contractors or delivery partners, (vi) theft, malicious damage, strike, lock-out or industrial action of any kind, and (vii) any cause or circumstance whatsoever beyond EKOOK’s reasonable control.
- OUR LIABILITY
If, due to cause beyond its reasonable control, EKOOK is not able to perform its obligations and is therefore prevented from providing its service as per these Terms and conditions , it will not be considered responsible.
Except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation, our liability in connection with your order with us shall not exceed the price paid to us for the order in question.
Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the EKOOK service, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.
- CUSTOMER AND RECIPIENT PERSONAL INFORMATION
Here are the information we request during the checkout process:
Customer's email address: For order, dispatch, and delivery confirmations as well as, from time to time, for marketing purposes. Please make sure your email address is correct.
Customer's full name and address. For credit and debit card processing and validation.
Customer's telephone number In case we need to communicate with you (delivery delays, payment issues,...)
Recipient's full name and address: Necessary to deliver the meals you have ordered. It is crucial that the recipient's address is correct and accurate. From time to time we might need that information for marketing purposes.
We reserve the right to amend the Terms and Conditions on which you are allowed to gain access to the EKOOK website and/or the EKOOK service at times. We will publish any changes on the EKOOK website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access them. Changes will be effective five (5) hours after the posting of any change and all subsequent dealings between you and us shall be on the new Terms and Conditions.
Additionally, we might need to and reserve the right to suspend, restrict or terminate access to the EKOOK site and/or the EKOOK services for any reason at any time.
All other notices, policies, disclaimers and other terms contained in the EKOOK website are to be considered as included in these Terms and Conditions so that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions will prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.
In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.
These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.
Thank you for your order, we do hope you will enjoy your experience with EKOOK as much as possible .