ORDER AND DELIVERY

Is there a minimum order?

No, you can place orders for any amount. Free shipping over £35. Anything less than £35 - fixed £5 delivery charge applied

Where do you deliver?

We deliver across the United Kingdom.

Do you do free delivery?

Free Delivery on orders over £35. Anything less than £35 - fixed £5 delivery charges applied.

How to shop online?

1) Register with us and make a free account.

2) Add the items you want to the basket.

3) We offer free delivery on orders over £35, so please make sure you add enough products to get free delivery.

What are the other forms of purchase available other than shopping from the website?

You can also order via the Kugans app, via WhatsApp on 07305058734 or collect from our store in Ilford.

While trying to shop, if an item is out of stock, both in shop or store, if I pay in advance, will you be able to deliver it later?

No, we do not take pre orders. If any item is out of stock, you can contact us on WhatsApp or email to get notified when it is back in stock for you to order.

What shipping services do you offer?

Order by 12 pm (Monday - Thursday) for next day delivery (Excludes Saturday and Sunday) (T&C Apply)

Same day express delivery is available if ordered before 3 pm and if your delivery address falls within these postcodes:

- IG1, IG2, IG3, IG4, IG5, IG6, IG7, IG8, IG9, IG11

- E5, E7, E10, E11, E12 E13, E15, E16, E17, E18

- RM1, RM2, RM3, RM4, RM5, RM6, RM7, RM8, RM9, RM10

How do I know my order is confirmed?

You will receive an order confirmation via email or text. If you have not received it, please check your spam. If not, you can always reach us through the live chat. We are always here to help you.

Can I collect it from the store?

Yes, you can collect from our store! Just choose the Local Pickup option. Collections are available in one hour from the time order is placed. Our store Address: Angel Supermarket - 273 - 275 Ilford Lane, Ilford, IG1 2SD

Do you deliver home if I shop and pay in store?

No, we only deliver to your home if you order through Kugans.

What happens if my package is delivered when I’m not home?

A 'signature on delivery' is required so please ensure that there will be someone to sign for the delivery at the specified shipping address. You will get a notification about your delivery schedule via email or text on the day of your delivery.

How do I know what time I will receive my delivery?

On the day of your delivery, we will send you notifications so you can track your order.

Is there any charge for redelivery?

There is no charge for redelivery. You have 2 options. You can either collect from the courier’s specified collection point or you can go online to reschedule a delivery time suitable for you.

What is your store opening hours?

24 hours 7 days a week.

Can I add additional products or change my order once placed?

Our daily cut off time for orders is 10 pm for next day delivery. However, we are always happy to help. Contact us and find out if we can amend/add items to your order.

Can I find everything in a store online?

100% of all products that you find in store are available online. Exception on certain Alcohol & Cigarettes products.

How do I cancel an order?

We are very sorry that you want to cancel the order. Your order gets picked and packed immediately once we receive them, but if you wish to cancel the order please get in touch through our live chat/email/phone.

Is there any additional charge if I cancel an order?

We do not charge you for the first three orders made in your account.

Can I return the products that are ordered?

Yes, you can! Please refer to our detailed returns policy page for more information.

Can I change my shipping address?

All purchase orders will be dispatched only to the card registered address for the first time. After that, if you still wish to change your address please contact our customer service.

 

ORDER STATUS 

How do I track my order?

Click the "My Account" section to view your order details, tracking information and delivery schedule.

My order never arrived

Do not panic, we are here to help you at any time & will provide you an immediate solution. Check the order status on your account and if you are not satisfied please message us through live chat, call or email us. We will respond almost immediately.

When will my order ship?

Our cut off time is 10pm to place any order for next day delivery. Book a slot with us, or let us know when you desire for your order to be delivered and we will make sure your order is shipped accordingly.

An item is missing from my shipment

We do 100% quality check and quality assurance but if there are any mistakes, we apologise sincerely. We will check and inspect the reason, and sort the issues for you.

How do the customers communicate to the staff about a spoiled or damaged item being received if the delivery arrives after 5pm?

You can always leave a message using the WhatsApp number.  A representative will get in touch during business hours to resolve the issue.

PAYMENT

What payment methods do you accept for online orders?

You can pay by most of the major credit/debit cards, PayPal, Klarna. Buy now & pay later options and pay in instalment options are available.

Is it safe to use my credit/debit card on Kugans.com?

Yes, we utilise a variety of security measures to maintain the privacy and safety of your personal information. Using your credit card at Kugans.com is guaranteed safe. Kugans.com does not scan, capture or store the credit card information at all.

 

MY ACCOUNT

How do I create an Account?

1) Click the "Register" in the top right corner.

2) Enter your details with an email address.

3) You will receive a confirmation email.

What are the benefits of having an account?

You can earn loyalty points to spend on future purchases.

How do I change my account details?

Log in to your account it is self-explanatory to amend all your details.

I’ve forgotten my password, how do I reset that?

No problem, go into your account click “forgot my password” and set a new password.

 

REFUNDS AND EXCHANGES

What are the returns and refund policy?

Please read here for full information: Returns and Refunds Policy

Can I exchange my products?

We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at support@kugans.com

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