FAQs
Do I need a new account for the new website?
If you had an account with our old website, we have transferred your details to our new store. To activate your account please fill out the registration form using your existing email.
Do you have a dispatch time cut off?
Yes, our cut off is 1pm Monday - Friday.
We don't offer a next day dispatch service on Fresh produce. If you need fresh items urgently, call 02392 000458 before 1pm and we will try to accomodate you.
When will I receive my order?
All orders are dispatched within 2-3 working days using Royal Mail 48hr delivery (unless otherwise stated). If you’ve not received your order within a week, please contact us.
Please note, we do not dispatch fresh goods on a Friday due to their perishable nature.
If you live outside the UK, we will deliver your order in the quickest time possible. If you have not received your order within 10 working days, please let us know so we can resolve this for you.
Terms & Conditions
On completing the online checkout process on this website, you have created an order. As part of the this process you will have the opportunity to check your order and to correct any errors. On completion of the checkout process, you will be sent an order acknowledgement email with details of the products you have ordered. Your card will be charged during the checkout process, not upon despatch.
Our acceptance of your order takes place upon despatch by Chilli Mash Company Ltd. In the event that we have not been able to fulfil your order, we will inform you prior to despatch. In the event that we have had to cancel your order, a full refund will be made.
We reserve the right to cancel your order for the following reasons
· Goods are not available;
· Authorisation for your payment cannot be obtained by Chilli Mash Company Ltd;
· If there has been a pricing or product description error.
· You have requested that we cancel your order.
It is the responsibility of you the customer to provide a correct shipping and billing address at the point of order. Goods will be despatched to the shipping address provided and, in the event that any goods are returned to Chilli Mash Company Ltd due to an incorrect or incomplete address, it will be the responsibility of the customer to pay again for redelivery in order to receive their order.
Prices on this website are reviewed periodically and are subject to change at any point.
Our pricing does not include any custom or import charges/taxes that may be applicable in some countries outside of the United Kingdom. It is the responsibility of the customer to determine and pay any such charges.
Payment for your order will be made at the point of checkout through the payment systems available on this website. We offer Paypal and Square both of which are secure payment gateways for the collection of your credit/debit card details and do not store any of these details.
We do not receive your Credit/Debit card details from the payment gateways we use, only notification that your payment has passed or failed.
For our full Terms & Conditions click here.
What happens if there is a problem with my order?
Should you experience any issues with the delivery of your order, please contact us immediately.
If you order does not arrive in a timely fashion, contact us. All of our postage comes with delivery confirmation and we should be able to provide you with an accurate update.
In the event that your order has been lost in transit, we will send you a replacement immediately.
In the event that your order arrives damage, we will require photographic evidence before we can issue any kind of refund or replacement order. This is so that we can process insurance claims with our couriers.
If we suspect malicious damage, we reserve the right to with hold refunds.
For all delivery concerns, Whatsapp us +44 7903 831 052 email us shop@onestopchillishop.co.uk or call 02392 000 458 (Option 1).
Do you ship internationally?
We do offer international shipping options at checkout. However, due to restrictions on export & import into certain countries, we do not offer international orders on fresh produce.
We generally use DHL Express for international deliveries – please ensure you provide a contact number and email address so that we can tell you when your order has been dispatched and when it will be delivered.
After dispatch, should you experience any issues with the delivery of your order, please contact us immediately.
If you order does not arrive in a timely fashion, contact us. All of our postage comes with delivery confirmation and we should be able to provide you with an accurate update.
In the event that your order has been lost in transit, we will send you a replacement immediately.
In the event that your order arrives damage, we will require photographic evidence before we can issue any kind of refund or replacement order. This is so that we can process insurance claims with our couriers.
If we suspect malicious damage, we reserve the right to with hold refunds.
For all delivery concerns, Whatsapp us +44 2392 000 458 email us shop@onestopchillishop.co.uk or call 02392 000 458 (Option 1).
What is your return policy?
Under the distance selling act, you may return goods for up-to 28 days after purchase.
We cannot accept the returns of opened items, items which were damaged after delivery and items which are perishable.
If an item was damaged before delivery, you must report this immediately.
For returned items, you will be refunded the cost of the goods and your original shipping charge. We will not refund any costs incurred to you in returning the items unless they were faulty or damaged. Once again, you need to report faults or damage immediately on delivery.
Any items you return must be returned using the same quality of packaging they were sent with and using a tracked delivery service.
Returns should be sent to: Chilli Mash Company Ltd, Unit 4 Hilsea Industrial Estate, Portsmouth, PO3 5JW
What is your business Information?
This website is operated by Chilli Mash Company Ltd T/A One Stop Chilli Shop.
Registered in England and Wales: 10003202
VAT Number: 243941601
Our registered & trading address is:
Chilli Mash Company Ltd
Unit 4 Hilsea Industrial Estate
Portsmouth
PO3 5JW
Phone number: 02392 000 458
What is the best way to get in touch?
We’re always glad to help out with all your enquiries by any of the following means.
Whatsapp: Click to Whatsapp with us
Call: 02392000458
Email: shop@onestopchillishop.co.uk