ANY QUESTIONS ? If you have a specific question that is not listed below please email us or call us.
|What do you sell?||We are a specialist import agency of premium quality fresh exotic fruits from Thailand and Malaysia. We predominantly specialise in sourcing top quality Durians and Mangoes but also Rambutan, Mangosteen.|
|Is everything you sell suitable for vegans and vegetarians?||Most of the fruits we sell is suitable for vegetarians and around 99% of our current stock is suitable for vegans.|
We strongly believe in a vegan diet, being better for our health and for our planet.
|How do I buy the exotic fruits?||You can buy the exotic fruits in our online shop.|
Please follow the link below:
You may also place orders by email and telephone. email@example.com 07427542325
|How much do the fruits cost?||All prices can be found in our online shop. Please note, they are market prices and subject to change throughout the seasons.|
|How can I pay?||We accept cash or bank transfer. If you choose to pay by bank transfer, please send the payment to our account as soon as possible after placing your order. |
Our bank details can be found on your order confirmation which you will receive by email. Your order will not be dispatched until we have received payment. If you wish to collect your order from us, you may also pay by cash, however we may ask for a deposit.
|What happens if I place an order on your website and don’t pay?||Orders aren’t dispatched until payment has been received. We will keep your order live for 3 days after which point, if payment still hasn’t been received, it will be cancelled.|
|How long will my order take to arrive?||Our aim is to dispatch orders within 3 working days of payment being received. Occasionally this is not possible due to the nature of our rare fresh produce.|
|Can I cancel my order?||Unfortunately it is not possible to cancel your order once it has been placed. This is because sometimes we source the fresh fruits from our suppliers after you order and if you cancel it can lead to us making losses. We can sometimes offer the option to postpone a delivery to a later date.|
|Can I make a pre-order?||Yes of course. You can order at any time and ask us to deliver in the future. However, we can’t guarantee the availability of fresh fruits in the future. There are multiple factors that affect the supply of fresh produce. Many of which are out of our control.|
If you place a pre-order and then a fruit becomes unavailable at the time of dispatch, we will of course refund you for the missing portion of your order or offer a substitution.
|What will happen if a fruit becomes unavailable?||If we expect a fruit to become unavailable, we will mark it as out of stock in our online shop as soon as we can. Sometimes fruits become unavailable unexpectedly. If you order a fruit then it’s unavailable, we will email or text to let you know and offer either a refund or substitution for the missing fruit.|
|How will my order be packed?||Currently our partnered supplier take care of packaging the fruits using their warehouse facilities and usually fruits are packed in a cardboard or polystyrene box. Soft fruits will be packed individually in foam pouches or clear boxes.|
If you are collecting your order from our premises then you will receive the order as it has been packaged from the origin but if your order is to be delivered then we will add extra freeze sheet ice packs (which are 100% food safe and complies with European Food Safety Agency Standards) to ensure you receive the products in chilled state. Some fruits may be wrapped in cling film. We use only bio-degradable cling film.
|I have been sent the wrong fruit, what can I do?||Please let us know within 24 hours of receiving your parcel and send us photographic evidence. We will either send the correct fruit to you or issue you with a refund.|
Our staff are meticulous with great knowledge of exotic fruits and lots of experience working with customer orders and always happy to help to correct any issues.
|The fruit I have purchased is sold by weight, how many pieces of fruit will I receive?||Every fruit is different and size can vary throughout the seasons. The best thing to do is call us and we will update you on current fruit sizes.|
|Will the exotic fruit be fresh and arrive in good condition?||When the exotic fruits leave our partnered farms located in Thailand they are in perfect condition. We receive shipments on multiple days each week meaning the fruits are as fresh as possible. Occasionally, whilst in transit, an order may be dropped or knocked, causing the fruits to bruise or become damaged. If your fruit is inedible/damaged, please see below for what you should do.|
|How to report a problem with an item in my order||Please email a picture of the item in question once your receive your package from courier, to firstname.lastname@example.org |
Please refer to our refunds policy below.
If a claim, with photographic evidence, for a damaged item is made by email (to email@example.com) on the receipt of your consignment order, we will refund or replace goods on the following basis:
If you find an item is damaged on receipt but still remains edible we will either refund you 50% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.
If you find an item is significantly damaged on receipt and is no longer edible we will refund you 100% of the value paid for the item or offer the affected item free of charge in your next order as a replacement.
If damaged items are reported to us the next following day from the day your order was delivered, this means we will be unable to recoup any of our losses from our suppliers or the courier company, and as a result we cannot guarantee that we will be able to resolve the matter in your favour so please do report any problems swiftly.
|Will the fruit look perfect?||In recent years, supermarkets have pressured farmers to send nothing but cosmetically perfect fruits. This has lead many of us to expect our fresh produce to be blemish free. |
Many of our suppliers in other countries do not share the same outlook and sometimes send us fruits which do not look perfect. For example, sometimes they can be misshapen, or an unusual colour due to lack of exposure to the sun. This will not affect the taste or nutritional qualities of the fruit.
|How long will the fruit last?||As every fruit is different, we can’t give an exact answer to this question. Many of our fruits will require further ripening at home and may not be ready to eat for a few days. Equally, some are perishable and will need to be eaten within 48–72 hours before they spoil. We won’t send fruit out to you if it will have less than 2 days shelf life once it arrives with you and we recommend that you use them within around 3–5 days.|
Being fruit, you may also refreeze the fruit pulps but this is entirely up to you. please see this link for guidance www.foodsafety.gov/keep/charts/frozen_food.html
|Is the fruit organic?||We try to source organically wherever we can. In order to ensure a reliable and consistent supply of fruits during harvest season we try to use our partnered farm in Thailand for specific produce rather work with many different suppliers whom use different farms to procure their stock.|
This means purchasing from us, you will not get organic mangosteen in one order and the following one you receive mangosteen from a farm that doesn’t farm organically or through wholesaler.
|Can I ask a question about a particular fruit?||We are more than happy to answer your questions. Our staff are very knowledgeable and specialise in Durians so we should be able to answer your question.|
Simply email your question to firstname.lastname@example.org or call pat, she is the expert. 07427542325