Minimum order £30 | Free Delivery for order over £75. £2.99 surcharge for frozen products packing.
Veggie Heart 素心田
100% vegan frozen food and onion /garlic-free
Commonly Asked Questions
Is there a minimum order for deliveries?
The minimum order for delivery is £30.
Please note: Frozen items can only be delivered within UK mainland and parts of Scotland.
Packaging Frozen Delivery
Fresh & Frozen Packaging (outside of Birmingham )
We pack frozen items using a cooler bag and freeze ice pack system.* The frozen items might be slightly defrosted on the surface, but will still be in their best condition for refreezing or immediate consumption.
Once your parcel has been received, please place these items in the freezer straight away.
We will use next-day parcel delivery with fully trackable service. For the ‘Next Working Day service, please note that this is from the day of dispatch. However, collection and delivery are not guaranteed but currently enjoy a very high success rate.
Please note: Frozen items can only be delivered within UK mainland and parts of Scotland.
Free Delivery
Terms and Conditions (* Please note)
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If you spend over £75 online, you will receive FREE Delivery* to anywhere in the UK England mainland. This offer is not applicable for orders to non-UK mainland destinations ie.(Highlands and Islands of Scotland, Northern Ireland, Isles of Scilly, Isle of Man, and the Channel Islands).
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*FREE delivery is offered only for ONE parcel up to 12kg. If an order is over 12kg, then you will be charged a delivery fee. ie. If your order is, for example, 20kg you will receive one free parcel charge and you will pay for one delivery charge.
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Free Delivery offers can be used in conjunction with discount offers; however, the minimum limit of £75 must be met after discounts have been applied.
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WHEN ITEMS ARE OUT OF STOCK - If your order falls under £75 after deducting the out-of-stock items, you will have a choice to either pay for the delivery charge or add additional items to meet the £75 FREE delivery condition.
Returns & Refunds
Complaints
Any complaints about the frozen items must be reported to us within 2-3 hours after you receive the parcels. Veggie Heart holds the right to make the final decisions for any complaints after that.
Broken or damaged item:
We try to ensure all parcels are packaged well. But in the event that an item in your parcel is broken or damaged during transit, please contact us straight away within 3 hours after you receive the parcels, so we can investigate the cause.
To start the claim, we require a photo of the damaged/broken item. From this, we can then either replace or refund you.
Incorrect or missing item:
In the unlikely event that an item from your order is incorrect or missing, please contact us straight away within 2-3 hours after you receive the parcels and inform our team which item(s) are missing. From this, we will discuss with you whether we send you the correct item, refund, or replace the missing item on your next order.
Unfortunately, we are unable to offer refunds for any frozen items, if you change your mind.
** Any frozen or items that are damaged because of a failed delivery attempt are non-refundable.
Refunds
If Veggie Heart has to issue a refund to you due to any circumstance, this will be issued within 7 working days of the inquiry being raised. Refunds will be issued to the card that was used to pay for the original order.
Do you offer store pick up?
Pick up directly from our office in Birmingham B45 8GU at no extra cost and no minimum order. Select 'store collection' at check out.
What is your return policy?
Due to Food & Hygiene reasons, we are unable to offer returns & refunds for frozen items, if you changed your mind after receiving the parcel.
Broken or damaged item
We try to ensure all parcels are packaged well. But in the event that an item in your parcel is broken or damaged during transit, please contact us straight away within 3 days so we can investigate the cause. To start the claim, we require a photo of the damaged/broken item. From this, we can then either replace or refund you.
Incorrect or missing item
In the unlikely event that an item from your order is incorrect or missing, please contact us straight away within 3 days and inform our team which item(s) are missing. From this, we will discuss with you whether we send you the correct item, refund, or replace the missing item on your next order.
Refunds
If Veggie Heart has to issue a refund to you due to any circumstance, this will be issued within 7 working days of the inquiry being raised.
Where do we ship (Courier service)
We ship the items to you via a courier service.
Mainland UK from £4.99 -£6.99.
We will use DPD (UK) next-day parcel delivery with fully trackable service. However, collection and delivery are not guaranteed but currently enjoy a very high success rate.
Courier service only collect and deliver during the weekday (excluding bank holidays)
Courier costs will be calculated at checkout.
Every parcel weight limit is 20 kg, if the order total weight is more than 20 kg, you will need to pay the second parcel shipping fee.
英格蘭寄送服務：
我們使用DPD (UK) 包裹隔日快送服務進行寄送，運送過程中有全程包裹追蹤服務。
我們無法完全保證隔日抵達，這取決於配送交通等因素，不過絕大部分的包裹都能在隔日抵達，下訂前請特別注意。
包裹寄送有重量和體積上的限制，如果您的訂購超過了20 kg，我們會跟您聯繫，將您的訂單拆分成兩個包裹進行運送，當然也會向您收取兩次費用。
包裹取件和寄送會在週間進行，不包含公共假期。