FREE WORLDWIDE SHIPPING ON ALL ORDERS OVER $20.00

Ts & Cs

About Us

Our office is manned between 9am and 6pm (UK time), Monday to Friday, excluding UK Bank Holidays.

If you place an order on a weekend or UK Bank Holiday, it will be processed on our next working day. 

We aim to turnaround all orders within 36 hours of confirmation and payment.  


We are unable to guarantee delivery by a specific date. If you need your order by a certain date, please check with us in advance to see if this is possible.

During busy seasons like Easter and Christmas, we suggest you place orders as early as possible to allow sufficient time for us to process and dispatch your order, and to allow for delivery times, including seasonal delays in your local area which are beyond our control.

We reserve the right to change any part of our website, including the Terms and Conditions, at any time. Your use of the website constitutes acceptance of any such changes.

Making A Purchase 

Placing an order is a simple process. Just add the items you require to the basket. Proceed to the checkout and complete your name and address. Our website will then know which country you are in and can calculate the shipping cost of your order. If your country is served by more than one of our couriers, you will be given a choice of shipping options. Unless stated the delivery times are estimates in working days and apply from the day of posting and may be subject to customs delays.  Please note we need to provide couriers with your complete contact details for customs purposes. 


You will then be asked for other information essential for the processing and shipment of your order. You will be given the option of payment by card or PayPal and then you will be redirected to the appropriate website to make the payment. If you are shopping from outside the UK, your credit card company will convert the transaction to your own currency. As you will see all of our prices are in Pounds Sterling, however as a guide we have put an indication of the price in US Dollars against each product, however this is only as a guide.

 

Shipping And Handling 

Here at Tora Foods, we have had years of experience in packing parcels that are shipped all around the world. When placing an order, depending on the delivery destination, there may be a number of shipping rates and delivery times. Unless stated the delivery times are estimates in working days and apply from the day of dispatch and maybe subject to customs delays. Kindly note, you will need to check and ensure if there are any restrictions or duties involved with your goods, and any charges incurred for this will be applicable to you as the customer. 

We may, at our discretion, send your order with an alternative courier which could alter the estimated delivery timescale. We may do this due to remote delivery locations, industrial dispute disruptions or any other reason.

Increased security measures have resulted in couriers limiting quantities of liquids on aeroplanes. As a result, we may, at our discretion, substitute smaller containers of fluids destined for certain destinations, or we may decline an order and refund your money if no suitable alternative exists.

Shipping charges are calculated on the size and weight of each item ordered. The couriers use a volumetric system to charge for the parcels. This means large but light weight items (such as crisps) are charged for by their size rather than weight.

Delivery Schedule 

Delivery times are in the hands of our couriers, and are approximate.


Please note that it is essential to ensure that the delivery address and contact details are correct and that someone will be there to accept delivery. Failure to do so may result in the delivery being delayed or the parcel being returned to us and an additional postage charge will be incurred. We may supply your telephone number to our couriers to assist with the delivery.

Tora Foods accepts no responsibility if your delivery is delayed as a result of anything outside of our control e.g. flood, fire, civil unrest, volcanic ash cloud, other acts of God, war, Customs inspection or industrial action.

The recipient is responsible for all import duties, taxes, and other local charges levied in the country of delivery. We have no control over these and cannot predict what they may be. Tora Foods cannot be held responsible for the actions of Customs Officials who may open or inspect any package. We recommend that you check with your local import authorities before placing an order to avoid possible disappointment. Certain goods may not be imported into some countries. It is your responsibility to ensure you only order items that are permitted to enter your country. Tora Foods will not be responsible for any items impounded by customs and no refund will be given for any such items.

Back Orders 

We will only dispatch your order once it is complete. We do not send part orders. However, if a product is not available, a refund will be credited to your card for the cost of the product and also the cost of the shipping. This will be included on your receipt.

Manufacturers sometimes cease making certain products. We aim to keep our website up to date but we may list items that are no longer available. Should you select such an item, a full refund will be given.

Manufacturers also sometimes amend their recipes, unit weight or packaging. Again, we strive to keep our pictures up to date but they are only for illustrative purposes. We will always send you the product available to us at the time of your order.

Tax Charges 

Customs Officials often charge import duty and other taxes on goods arriving in certain countries. Unfortunately, we have no control over this and you will be liable for any charges levied. We recommend you check with your local customs authority prior to placing an order, to check whether your goods will attract any charges.

Credit Card Security 

We use SagePay to process our card payments and they are level 1 PCI DSS compliant and are an active member of the PCI SSC (Security Standards Council) Their system is fully secure and includes a number of fraud prevention measures designed to protect you, us and your credit card company. At no stage do your card details become available to us. SagePay deal directly with our bank who then contact your card issuer for authorisation, all in a matter of seconds

Reaching Us 

We want to know how you feel about shopping with Tora Foods. If you have any comments to make about your experience, please contact us by using any of the below methods:

Email: Sales@torafoods.com

Mail:   Tora Foods

          ProTrade UK Ltd

          Unit 38 Cumberland Business Park

          Cumberland Avenue

          Park Royal

          London

          NW10 7RT

          United Kingdom

 

Privacy Policy 

Tora Foods does not disclose buyers' information to third parties. Cookies are used on this shopping site to keep track of the contents of your shopping cart once you have selected an item, to store delivery addresses if the address book is used and to store your details if you select the 'Remember Me' Option.

Returns Policy 

If you make a mistake with your order we are unable to offer a refund on any returns or postage. If the mistake is ours, we will refund the cost and shipping of the items concerned. If your parcel is returned to us after an attempted delivery, or because you provided incorrect address details, we will re-charge you the shipping costs, or alternatively refund the goods only.

In the unlikely event of your goods arriving damaged, please let us know within 24 hours. We may request photographic evidence via email. We will either refund the amount paid for the item or we may submit a claim to our courier, in which case a refund will be given once we have received compensation from the courier.

We always try to work accurately. However, we are human and mistakes do happen. We will attempt to rectify any mistake to the satisfaction of all parties. We know that errors are annoying but our employees are entitled to work without verbal abuse and you may be asked to call back or e-mail if there is a decline in politeness.

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