These terms and conditions (“Terms and Conditions”) and the documents referred to in them tell you the terms and conditions on which we may supply any of the products listed on our website www.shenvallah-pantry.co.uk (the "Website") to you. Please read these Terms and Conditions carefully before you order any product(s) through the Website. Please note that by ordering any products from the Website, you are agreeing to be bound by these Terms and Conditions.
Refunds & Returns
Shipping & Delivery
Liability to You
We make every effort to ensure that the Products you order from our Website reach you in good condition. However, if you are not satisfied in any way with any of the Products you have ordered, please contact us as soon as possible. If the Products are not as described, not of satisfactory quality or are not fit for purpose (“defective”), you have a legal right to a refund or replacement. If you wish to exercise this right you will need to return the Products to us. We will refund the cost of return if we are satisfied, acting reasonably, that the Products are defective.
Shenvallah Pantry’s total liability for any claim arising out of any order placed by way of the Website, whatever the nature of the claim, shall not exceed the price of the Product(s) supplied by us to the Customer plus any postage charges incurred, but this limitation of liability does not apply to the extent it is illegal, or it is contrary to a provision in any statute, for us to exclude our liability in whole or in part.
Shenvallah Pantry cannot accept any liability for a failure to comply with specific instructions on the Website issued by Shenvallah Pantry. Customers’ statutory rights are not affected by this statement.
We are not responsible to a Customer for indirect or consequential losses or damages which happen as a side effect of the main loss or damage (such as loss of income or revenue, loss of business, loss of profits or contracts, loss of anticipated savings, loss of data, waste of management or office time) however arising and whether caused by tort (including negligence), breach of contract or otherwise.
Your status and ordering from outside the UK
By placing an order through the Website, you warrant and represent to us that you are legally capable of entering into a binding contract and that you are at least 18 years old or, where you are placing the order on behalf of another, that you have authority from them to place the order and that they are at least 18 years old.
Please note that we do not currently ship Products to addresses outside of the UK.
Trade Descriptions Act
We make every effort to ensure that our Products are portrayed accurately on the Website but small variations in colour [size and weight] may occur. Many of our Products are handmade and are made from natural materials and so some small variations in colour, pattern, size and/or weight may occur. By placing the order with us, you accept that there may be such small variations and we are not responsible to you in relation to the same.
What happens when you place an order
When you place an order with us, we will send you a confirmation in writing. This does not mean that your order has been accepted, only that you have made an offer to buy something from us. The offer requires to be accepted by us and this will occur on dispatch by us of the Product(s) and so a contract ("Contract") between us only exists once we dispatch the Product(s) and send you an invoice via email. This confirmation is called a "Dispatch Confirmation" for the purposes of these terms and conditions.
The Contract will relate only to those Product(s) whose dispatch we have confirmed in the Dispatch Confirmation. We will not be obliged to supply any other Product(s) which may have been part of your order until the dispatch of such Product(s) has been confirmed in a separate Dispatch Confirmation.
Your right to cancel as a consumer
If you are contracting as a Consumer, you are entitled to a specific cooling-off period by law and therefore you may cancel a Contract at any time within seven working days, beginning on the day after you received the Product(s) from us. In this case, you will receive a full refund of the price paid for the Product(s) in accordance with our refunds policy (set out in clause 7 below).
To cancel a Contract in this way, you must inform us in writing. You must also return the Product(s) to us immediately, in the same condition in which you received them, and at your own cost and risk. You have a legal obligation to take reasonable care of the Product(s) while they are in your possession. If you fail to comply with this obligation, we may have a right of action against you for compensation.
Returns procedure and refund policy
Any returns (other than arising from cancellation of your order under clause 6 above) must be made within 21 days of receipt and the Product(s) must be unused, unopened and returned to us at your risk in their original packaging. You may exchange your product for another in our range. If your new choice costs more than your original purchase, you will have to pay us the difference. If it costs less, we will refund you the difference as set out below. Please contact us prior to returning an item and obtain proof of postage for your parcel. We regret we are not liable for returns which do not reach us, or are damaged when we get them back.
When you return Product(s) to us:
(a) if you have cancelled the Contract between us within the seven day cooling-off period (see clause 6), we will process the refund due to you as soon as possible and, in any case, within 30 days of the day you have given notice of your cancellation. In this case, we will refund the price of the Product(s) in full, including the cost of sending the item to you. However, you will be responsible for the cost of returning the item to us;
(b) for any other reason (for instance, under our general Returns policy in this clause (7) or because you have a claim that the Product(s) is defective in some way), we will examine the returned Product(s) and will notify you of your refund via email within a reasonable period of time. We will usually process the refund due to you (either a whole refund or a part refund) as soon as possible and, in any case, within 30 days of the day we confirmed to you via email that you were entitled to such a refund. Product(s) returned by you because of a defect will be refunded in full, including a refund of the delivery charges for sending the item to you and the cost incurred by you in returning the item to us; and
(c) we will usually refund any money received from you using the same method originally used by you to pay for your purchase.
Prices are as quoted on the Website but are liable to change. Any changes will be confirmed to you at the time of ordering. While we check carefully to make sure the right price is shown, if a price shown is an obvious error (and would have reasonably been recognised by you as a mis-pricing), then we are not liable to sell you the Product(s) at that price. Please check with us and we will verify the correct price.
Risk, title and availability
The Product(s) will be at your risk from the time of delivery.
Ownership of the Product(s) will only pass to you when we receive full payment of all sums due in respect of the Product(s), including delivery charges.
All items are subject to availability. We will tell you as soon as possible if the Product(s) you order are not available. We will also tell you if or when we can get it for you.
Safety and Security of your information
(a) You are able to browse the Website freely but once you have decided to make an order, we will require some information from you, namely your name, address, telephone number, email address and your credit/debit card details. This information is necessary for us to process your order, send you the Product(s) and let you know of any problems. Your credit card details will not be stored in our system and all the information you give will be treated as private and confidential.
Our site uses secure software to protect your information whenever you place your order or access your account, in accordance with current UK data protection guidelines. Whenever you place your order or access your account, the information you input is encrypted before it is sent to us to reduce the risk of it being intercepted, and to protect the information we hold about you from unauthorised access.
At any time, you are able to check the information we have and edit it if necessary e.g. if you move house or change your phone number or email, or just want to make sure that it’s all up to date. You can do this by contacting us by email or by logging onto the site and editing your Account.
(b) There are several benefits to creating your own Account on the Website. You can store your address so that you don’t have to fill that in each time you order something, or you can see what you have ordered previously, for example. You can also choose whether to sign up to receive our special web offers and newsletters by email.
Third party opt-in
(c) We will never give your email to third parties but we might make news of them available to you.
Please contact us via email if you would like to receive material containing news on special offers and exciting new Product(s) from specially selected third parties.
Security of your information and data protection
(d) Our site uses secure software to protect your information whenever you place your order or access your Account, in accordance with current UK data protection guidelines. Whenever you place your order or access your Account, the information you input is encrypted before it is sent to us to reduce the risk of it being intercepted, and to protect the information we hold about you from unauthorised access.
(e) We will not collect any personally-identifiable information about you (that is, your name, address, telephone number or email address) ("personal data") unless you provide it to us voluntarily. If you do not want your personal data collected, please do not submit it.
(f) If you have already submitted personal data and would like it removed from our records, please contact us at the email address listed in clause 11. We will use reasonable efforts to delete your information from our records.
(g) In some cases, we may collect information about you that is not personally identifiable. Examples of this type of information include the type of Internet Browser you are using, the type of computer operating system you are using and the domain name of the website from which you linked to our site or advertisement.
(h) By using the Website, you consent to us collecting, processing and using personal information to administer and deal with your orders and your Account.
(i) Where the Website contains links to other websites, Shenvallah Pantry is not responsible in any way for the content or privacy practices of those websites.
All materials within the Website are the intellectual property of Shenvallah Pantry. Such materials may not be copied save to the extent necessary to view them online. However, you may print complete pages of the Website as hard copies for your own personal use.
Written communications and notices
Applicable laws require that some of the information or communications we send to you should be in writing. When using the Website, you accept that communication with us will be mainly electronic. We will contact you by email or provide you with information by posting notices on the Website. For contractual purposes, you agree to this electronic means of communication and you acknowledge that all contracts, notices, information and other communications that we provide to you electronically comply with any legal requirement that such communications be in writing. This condition does not affect your statutory rights.
All notices given by you must be given to Shenvallah Pantry, The Green, Dauntsey, Wiltshire SN15 4HY or electronically to email@example.com. We may give notice to you at either the email or postal address you provide to us when placing an order. Notice will be deemed received and properly served immediately when posted on the Website, 24 hours after an email is sent, or two days after the date of posting of any letter. In proving the service of any notice, it will be sufficient to prove, in the case of a letter, that such letter was properly addressed, stamped and placed in the post and, in the case of an email, that such email was sent to the specified email address of the Customer or addressee.
Transfer of Rights
The Contract between you and us is binding on you and us and on our respective successors and assigns.
You may not transfer, assign, change or otherwise dispose of a Contract, or any of your rights or obligations arising under it, without our prior written consent.
We may transfer, assign, change, sub-contract or otherwise dispose of a Contract, or any of our rights or obligations arising under it, at any time during the term of the Contract.
We will not be liable or responsible for any failure to perform, or delay in performance of, any of our obligations under a Contract that is caused by events outside our reasonable control ("Force Majeure Event").
A Force Majeure Event includes any act, event, non-happening, omission or accident beyond our reasonable control and includes (a) strikes, lock-outs or other industrial action; (b) civil commotion, riot, invasion, terrorist attack or threat of terrorist attack, war (whether declared or not) or threat or preparation for war; (c) fire, explosion, storm, flood, earthquake, subsidence, epidemic or other natural disaster; (d) impossibility of the use of railways, shipping, aircraft, motor transport or other means of public or private transport; and (e) impossibility of the use of public or private telecommunications networks.
Our performance under any Contract is deemed to be suspended for the period that the Force Majeure Event continues, and we will have an extension of time for performance for the duration of that period. We will use our reasonable endeavours to bring the Force Majeure Event to a close or to find a solution by which our obligations under the Contract may be performed despite the Force Majeure Event.
Our right to vary these Terms and Conditions
We have the right to revise and amend these terms and conditions from time to time to reflect changes in market conditions affecting our business and our goods, changes in technology, changes in payment methods, changes in relevant laws and regulatory requirements and changes in our system's capabilities.
You will be subject to the policies and terms and conditions in force at the time that you order Product(s) from us, unless any change to those policies or these terms and conditions is required to be made by law or governmental authority (in which case, it will apply to orders previously placed by you), or if we notify you of the change to those policies or these terms and conditions before we send you the Dispatch Confirmation. In the latter case, we have the right to assume that you have accepted the change to the terms and conditions, unless you notify us to the contrary within seven working days of receipt by you of the Product(s).
These terms and conditions and any document expressly referred to in them represent the entire agreement between us in relation to the subject matter of any Contract and supersede any prior agreement, understanding or arrangement between us, whether oral or in writing.
We each acknowledge that, in entering into a Contract, neither of us has relied on any representation, undertaking or promise given by the other or be implied from anything said or written in communications between us prior to such Contract except as expressly stated in these terms and conditions.
Jurisdiction and Law
The Website, its content and any contract brought about through use of the Website will be governed by English law and the English courts shall have jurisdiction.
We hope that you will be completely thrilled with your purchase from Shenvallah Pantry but if, for any reason, you should decide not to keep it you can simply return to us for a full refund.
Returns must be made within 30 days of receipt and the goods must be unused and returned to us in their original packaging. Please include your name, address and order number with the goods you are returning plus the reason for returning them. We will then refund you the original cost of your order. We regret we are not liable for returns which do not reach us, or are damaged when we receive them.
Please send your items back to us at the address below. There is no need to send them via Special Delivery but we would advise obtaining a Proof of Posting from your Post Office.
Shenvallah Pantry is committed to ensuring that your privacy is protected. Should we ask you to provide certain information by which you can be identified when using this website, then you can be assured that it will only be used in accordance with this privacy statement.
Shenvallah Pantry may change this policy from time to time by updating this page. You should check this page from time to time to ensure that you are happy with any changes.
What we collect
We may collect the following information:
Name and payment details
Contact information including email address
Demographic information such as postcode, preferences and interests
Other information relevant to customer surveys and/or offers
Information regarding pet details, including name, age and species/breed
What we do with the information we gather
We require this information to understand your needs and provide you with a better service, and in particular for the following reasons:
To process your order and obtain payment
Internal record keeping
We may use the information to improve our products and services
We may periodically send promotional emails about new products, special offers or other information which we think you may find interesting using the email address which you have provided
From time to time, we may also use your information to contact you for market research purposes. We may contact you by email, phone or mail. We may use the information to customise the website according to your interests
We are committed to ensuring that your information is secure. In order to prevent unauthorised access or disclosure, we have put in place suitable physical, electronic and managerial procedures to safeguard and secure the information we collect online.
A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.
We use traffic log cookies to identify which pages are being used. This helps us analyse data about web page traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.
Overall, cookies help us provide you with a better website, by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.
You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.
Links to other websites
Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.
Data aggregation, analytics and profile creation
We may analyse your browsing behaviour to draw inferences and create profiles about your personal preferences and behaviours. We may then use such information for the purposes described below;
Behavioural advertising and cross platform targeting
(a) Served by us
We may use your information (including profile data) to serve you with advertising, which is relevant to you, on our websites and the websites of third parties.
(b) Served by third parties on our websites
(c) Served by third parties on third party websites
We may provide your personal information (including profile data) to third parties who may then use it in combination with personal information that they have collected from you to serve you with relevant advertising on third party websites.
Controlling your personal information
You may choose to restrict the collection or use of your personal information in the following ways:
Whenever you are asked to fill in a form on the website, look for the box that you can click to indicate that you do not want the information to be used by anybody for direct marketing purposes
If you have previously agreed to us using your personal information for direct marketing purposes, you may change your mind at any time by writing to or emailing us
We will not sell, distribute or lease your personal information to third parties unless we have your permission or are required by law to do so. We may use your personal information to send you promotional information about third parties which we think you may find interesting if you tell us that you wish this to happen.
You may request details of personal information which we hold about you under the Data Protection Act 1998. A small fee will be payable. If you would like a copy of the information held on you please write to us.
If you believe that any information we are holding on you is incorrect or incomplete, please write to or email us as soon as possible. We will promptly correct any information found to be incorrect.
Frozen, raw dog and cat food is not currently shipped by us. We offer local delivery for these products only. If there is a possibility that you may not be at home when your order is delivered, please give us clear instructions about where we can safely leave your parcel.
For all other (dry) goods:
Standard Delivery is free when you spend over £50.
Once you have placed your order, we want you to start enjoying it as soon as possible. We try our best to dispatch your order within 48 hours. If an item is out of stock, this should be noted on the relevant page, otherwise we will contact you as soon as possible to let you know when it will arrive back in stock. Orders received over a weekend will be processed at the start of the following week.
All orders placed over Bank Holiday Weekends will be dispatched on the Next Working Day. This includes Next Day Delivery.
Standard Delivery 2-4 Days
Orders should arrive within 2-4 working days. All orders are dispatched via Royal Mail. Prices of postage vary due to size and weight of package, contact us for more information. Free postage for orders over £50.
Next Day Tracked UK Delivery 1-2 Days
Orders should arrive within 1-2 working days. All orders are dispatched via Royal Mail with full end-to-end tracking details and a faster dispatch time.
Next Day Tracked Delivery is £7.95.
Next day orders must be placed before 12pm for delivery the day after. Orders placed after 12pm on Saturdays will be sent the following Monday.
Please note that we do not currently ship goods to addresses outside of the UK.