Frequently asked questions
1.Where is my order?
As soon as your order’s been dispatched, you’ll receive an email from either DPD, EvRi or Royal Mail with a tracking number.
You can then choose to have your parcel delivered to a safe place and/or a neighbour, change the delivery time, or send the parcel to your nearest collection point for you to pick up at your convenience. Simply check out your courier’s website or app, follow the link to EvRi’s website or Royal Mail or download the DPD app here.
Please note that if you’ve separately arranged with our courier to leave your parcel in a "safe place", then sadly Kumperi can’t accept any liability for any subsequent loss if your parcel goes astray.
2.What happens if my order is delayed?
Don’t worry, we’ll be in touch by email to let you know of any delays.
3.Will my order be dispatched at the same time?
Yes, the items in your order will be dispatched at the same time. Your order may be split into several parcels but should all arrive at the same time. If, in the unlikely event, you don’t receive all your parcels together, please follow up first with your courier.
4.Can I have my order delivered to an address of my choice?
Yes, simply edit your shipping address to the address of your choice.
5.Can I upgrade my delivery option after I've placed my order?
We’re unable to amend the delivery option after your order has been placed. But you can choose to have your parcel delivered to a safe place and/or / neighbour, change the delivery time, or send the parcel to your nearest collection point for you to pick up at your convenience. Simply check out your courier’s website or app, follow the link to EvRi’s or Royal Mail website or download the DPD app. DPD, EvRi or Royal Mail will update you.
6.Can I amend or add to an order once it has already been placed?
No, I’m afraid we’re unable to amend an order manually after it’s been placed.
7.Can I change my delivery address after my order has been placed?
We can’t guarantee we’ll be able to update your delivery address after an order has been placed as it depends on where in the process your order is. Please email our team with your order number and we’ll see what we can do.
Alternatively, you can always contact your courier when your order has been dispatched. Simply check out your courier’s website or app, follow the link to EvRi’s website or Royal Mail website or download the DPD app here.
8.Can I cancel my full order?
You have the right to cancel your complete order within 14 days for a full refund (inc. shipping cost), of which will be issued back to the payment method used on your original order. However, it’s your responsibility to cover the return cost of postage and to return the goods in their original packaging and in a re-sellable condition.
Kumperi cannot be held responsible for the loss of returned goods, so we advise you to retain your proof of shipping when sending your products back to us.
This right does not extend to cancellation of part orders or orders not returned in their original packing and re-sellable condition.
If you wish to cancel your order, please contact us here with your order number so we can direct you further.
Kumperi reserves the right not to accept orders from individuals who repeatedly cancel full orders.
9.Can I click and collect from Kumperi store?
We don’t currently offer a Click and Collect service from our stores. We hope to introduce this in the future, watch this space.
10.I have received an item that is damaged, what should I do?
If you have received a damaged or faulty item(s), please get in contact with us here within 7 days of receiving your order. Include clear photographs of the damaged item(s), along with your order number and we’ll review your order and arrange for a refund to be issued if necessary.
In the instance that a parcel appears damaged by a liquid on delivery, you have the right to refuse the parcel – but please notify us if that is the case.
Just like other online retailers, we require evidence of damage before being able to refund for damaged/faulty items.
Please note, we do not issue replacements for damaged item(s). Once your query has been reviewed by our Customer Relations team, a refund will be issued for the damaged product(s) to your original method of payment.
11.I have received an incorrect item, what should I do?
If you have received an incorrect item(s), please get in contact with us here within 7 days of receiving your order. Include clear photographs of the incorrect item(s), along with your order number and we’ll review your order and arrange for a refund to be issued if necessary.
Just like other online retailers, we require evidence of incorrect item(s) before being able to issue a refund.
Please note, we do not issue replacements for missing item(s). Once your query has been reviewed by our Customer Relations team, a refund will be issued for the missing product(s) to your original method of payment.
12.What should I do if I'm missing an item from my order?
If you’ve not received all the items in your order, please notify our us here within 7 days of delivery. Include a clear description of the item(s) you’re missing and your order number.
Please note, we do not issue replacements for missing item(s). Once your query has been reviewed by our Customer Relations team, a refund will be issued for the missing product(s) to your original method of payment.
13.What happens to chocolate and confectioneries during hot weather?
Please be aware that ordering deliveries of chocolate and confectionery during periods of hot weather is done so at your own risk! Thankfully, our weather here in the UK means this isn’t usually a problem.
14.How do I add a product bundle to my basket?
A product bundle consists of two or more of the same products at a discounted price, so that you receive more value for your money. You only need to add one item to your basket and the bundle will be automatically assigned to your order. If you add two to your basket, you will receive two bundle deals.
15.What forms of payments do you accept?
There’s an option for everyone’s needs, check out your options here:
Visa
MasterCard
Maestro Card
PayPal
Google Pay
Apple Pay
Crypto
16.When do you take payments for my order?
We’ll take payment at point of purchase. We’ll be in touch if we encounter any unexpected issues along the way which may mean we need to refund you.
17.How long will my refund take?
Refunds for transactions made using a debit card may take 7-10 days (including weekends and bank holidays). Direct contact with your card provider may also help you find out the status of your refund.
18.How do I make an account?
Simply register with us. Create a new account with your email address, it’s that easy.
We’ll send you an email to make sure it’s you and not a robot, then you’ll be ready to shop with us.