Terms & Conditions

These Terms and Conditions govern your use of the Empanada Express website and the purchase of products from us. Please read them carefully before placing an order. By using our website or placing an order, you agree to be bound by these Terms and Conditions.

1. About Empanada Express

Empanada Express sells handmade empanadas, alfajores and related food products for delivery within the United Kingdom. Our products, prices, availability, delivery options and delivery areas may change from time to time without notice.

2. Ordering

Orders can be placed through our website. When placing an order, you are responsible for ensuring that all information provided is accurate, including your name, delivery address, email address, phone number and any delivery instructions. Once you place an order, you will receive an order confirmation email. This confirms that we have received your order, but does not guarantee dispatch on a specific date.

3. Payments

Payment must be made at the time of ordering using the payment methods available on our website. By placing an order, you agree to pay the full amount shown at checkout, including product prices, delivery fees and any other applicable charges. All payments are processed securely through the payment provider used on our website.

4. Product Information

We do our best to ensure that product descriptions, images, prices, ingredients and allergen information are accurate and up to date. However, product images are for illustration purposes only. As our empanadas are handmade, appearance, shape, colour and size may vary slightly. Please read all ingredients and allergen information carefully before placing an order.

5. Allergens

Our products are made in a home kitchen where we handle a wide variety of ingredients, including common allergens such as gluten, milk, eggs, soya, nuts, peanuts, sesame, mustard and others.

Although we follow food safety procedures and take care to minimise the risk of cross-contamination, we cannot guarantee that any product is completely free from allergens or traces of allergens.

Customers with allergies, intolerances or dietary requirements should check the ingredients and allergen information on each individual product page before ordering. If you are unsure, please contact us before placing an order.

6. Delivery

We deliver within the United Kingdom using Royal Mail Tracked 24 or another suitable delivery service.

Royal Mail Tracked 24 is a tracked delivery service, but delivery dates and times are not guaranteed. Royal Mail offers tracking and delivery options such as Safeplace and delivery to a preferred neighbour.

We aim to prepare and dispatch orders as quickly as possible. In most cases, orders are prepared within a few working days. Delivery times may vary depending on order volume, product availability, courier delays, weather, bank holidays or other factors outside our control.

Once your order has been dispatched, you should receive tracking information by email or text message from Royal Mail or the delivery provider.

7. Customer Relationship for Delivery

Because our products are perishable, it is your responsibility to ensure that someone is available to receive the delivery, or that you arrange a suitable Safeplace or delivery preference through Royal Mail.

We are not responsible for failed deliveries, delays, spoilage or loss caused by:

incorrect or incomplete delivery information provided by you;
you not being available to receive the delivery;
failure to arrange a suitable Safeplace or delivery preference;
the parcel being left in an unsuitable location chosen by you;
delays caused by the courier after dispatch.

If a parcel is returned to us, delayed or cannot be delivered because of customer error or missed delivery, we may be unable to refund or replace the order due to the perishable nature of the products.

8. Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Cancellations may be accepted if the order has not yet been prepared, packed or dispatched. Once an order is being prepared, packed or has been dispatched, cancellation may not be possible.

Because our products are perishable food items, we cannot usually accept cancellations once the order has entered preparation or delivery.

9. Returns and Refunds

Due to the perishable nature of our products, we cannot accept returns once an order has been dispatched.

We do not offer refunds or replacements where an order cannot be delivered because the customer was unavailable, provided incorrect delivery details, or failed to arrange a suitable delivery option.

However, if there is a genuine issue with your order, such as missing items, incorrect items, damaged products or another problem caused by us, please contact us as soon as possible. We will review issues on a case-by-case basis and may offer a refund, partial refund, replacement or another suitable solution where appropriate.

This does not affect your statutory rights.

10. Storage and Heating

Our empanadas are sent frozen and should be stored safely upon arrival.

Customers are responsible for following the storage, heating and food safety instructions provided on our website or with the order.

Empanadas should be heated until piping hot throughout before eating.

11. Website Content and Intellectual Property

All content on our website, including text, images, graphics, logos, product names and branding, belongs to Empanada Express unless otherwise stated.

You may not copy, reproduce, distribute or use our content without our prior written permission.

12. Privacy

We collect and process personal information in accordance with our Privacy Policy, which is available on our website.

13. Changes to These Terms

We may update these Terms and Conditions from time to time. The latest version will be published on our website. By continuing to use our website or place orders, you agree to the latest version of these Terms and Conditions.