Terms and Conditions

Terms And Conditions

By placing an order on this website, you are agreeing to the following terms and conditions:

 

1. ORDERS AND CANCELLATIONS

Order Acceptance Policy

All orders received are subject to acceptance by Ding Dong Dim Sum Ltd, and any of its personnel, reserve the right, at our absolute discretion, to reject any order without giving reasons. In the event of rejection, we will refund or cancel any payments received in full, via the payment method used to place the order.

 

Timing of your order

As a part of the checkout process you will be able to select the delivery date for your delivery. Ding Dong Dim Sum will use their best efforts to fulfill the order for that delivery date but we cannot guarantee it. We operate a 48 hour delivery window and will guarantee your food will be delivered within 48hours of your selected delivery date. If you need your food for a specific date consider ordering for the day before you need it.

 

Changes to your order

We’ll always do our best to make last-minute changes for you, but we can only guarantee changes that are requested not less than 48 hours before midday of the scheduled delivery day. Failure to do so will result in the lapse of any rights to a refund or re-delivery.

Ding Dong Dim Sum reserves the right to swap out items in dim sum boxes for similar items should the need arise. Where possible, we will inform you of anything that has been swapped out. 

 

Cancellation policy

To cancel your order, please let us know not less than 48 hours before midday of the scheduled delivery day and we'll be happy to provide a full refund. You can also cancel by contacting us at info@dingdongdimsum.com. Failure to do so will result in the lapse of any rights to a refund or re-delivery. 

2. THE STEAMER

A biodegradable steamer is included with all orders, unless requested not to be by the customer. The steamer will need to be used by a competent adult familiar with the kitchen and should not be left unattended. Ding Dong Dim Sum Ltd accepts no liability arising from use of the steamer and the customer uses at their own risk. 

3. PRICES

All prices are stated inclusive of any applicable VAT, unless otherwise stated.  All applicable delivery charges are set out explicitly in your order.

4. DELIVERY POLICY

Ding Dong Dim Sum delivers to most addresses in the UK.

We deliver by a variety of courier companies. We will determine how to deliver your order, and any applicable delivery charges will be clearly communicated before you check out. We reserve the right, at our absolute discretion, to use a different delivery method without prior notification.

We will make every effort to communicate your delivery instructions to your delivery provider, however we cannot guarantee that delivery instructions will be followed. Timed deliveries are not available.

When choosing the safe place instruction 'Leave with concierge', it is your responsibility to first ensure that your concierge accepts food deliveries. In the event that a delivery is turned away due to the nature of your package, you will not be eligible for a refund or re-delivery. 

Although our team will always try our best to ensure punctual delivery for our customers, Ding Dong Dim Sum cannot be held responsible if a delivery arrives late due to any circumstances impacting the availability of the courier and delivery services that we use or anything else outside of Ding Dong Dim Sum control.

In the event of a non-delivery, please contact us at info@dingdongdimsum.com. It is the customer's responsibility to contact us within 7 days of the scheduled delivery date in order to claim a refund. Failure to do so will result in the lapse of any rights to a refund.

Delivery will be complete when we deliver to the address which you specify when ordering. When ordering frozen dim sum, as it arrives frozen, it is important that you follow the storage instructions provided on our site HERE. Failure to do so will result in the lapse of any rights to a refund or re-delivery. 

If you should change your mind about your order once it has already been confirmed and dispatched, please accept said delivery and you must contact us at info@dingdongdimsum.com on the day of delivery to discuss the order further. Refusal of your parcel, unless confirmed damaged by the courier, will forfeit any claim for refund or redelivery. 

We reserve the right, at our absolute discretion, to cancel your order if it becomes apparent to us that the postal or courier service in your area is too unreliable. We value our customers and our ability to deliver, so where we can't, we won't risk disappointing you.

5. RETURNS AND REFUNDS

Frozen

Our dim sum is sent out frozen in insulated packaging with dry ice to keep it frozen for the required length of time. If, at our sole discretion, the food does not meet our high standards for arrival, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the un-frozen food within 6 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Damage

While our meals are packed carefully to ensure they arrive in perfect condition, on occasion (and for reasons beyond our control) damage may occur in transit. Should this occur to a level that you deem unacceptable, please contact us so that we can arrange a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the damaged products within 24 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Other Issues

If you should have any concerns with your meals, please contact our Customer Support team at info@dingdongdimsum.com  to let us know. If, at our sole discretion, the food does not meet our high standards, we will give you the choice of a free replacement at our next available delivery date, or a refund. Please note that you will need to email us a photo of the food within 12 hours of receipt in order to be eligible for a refund. If we offer you a refund, we will refund you the full amount within 3 days. Please note that banks might take an additional 3-5 days to refund the amount to your card.

Non-Delivery

While we do everything we can to make sure our meals are delivered, sometimes mistakes do happen and deliveries don't arrive. If we fail to deliver your order we will send you a free replacement on our next available delivery date, or a refund. If we offer you a refund, we will refund you the full amount paid within 3 business days. Please note that banks might take an additional 3-5 days to refund the amount on your card.

Returns

Due to the perishable nature of our food, we are unable to accept returns. We offer our customers refunds or replacement delivery if our meals are not delivered to an acceptable quality, as detailed above.

Product availability and substitution

Our box ingredients are subject to availability. In the event of any supply difficulties, we reserve the right, at our absolute discretion, to substitute any product with an alternate product of a similar style and equivalent (or greater) value and quality.

6. OFFERS AND PROMOTION CODES

At our discretion, from time to time, we may offer products at discounted prices. These offers are valid from the time that we introduce them to the end date of the offer and they cannot be used for purchases before the offer introduction date or after the offer end date.

In the event that a customer has made a purchase and the price of the purchased product subsequently falls or is discounted owing to a special offer, the price of the product at the time of purchase shall prevail. We are unable to offer special offer discounts for purchases that have already been made.

As our special offers are contingent on availability, we may change the terms of special offers and promotional codes, or withdraw them altogether, at any time, and without prior notice.

Any offer that includes a free gift is subject to availability. We reserve the right to change this gift without prior notice. Such gifts are not guaranteed to be delivered with your purchase, and cannot be redeemed for cash or store credit. In such case that a gift is not sent with an order, the request for a refund will not be valid.

We also reserve the right, at our absolute discretion, to offer different personalised special offers and promotions and it will therefore only be possible for the customer in receipt of the special offer to redeem the discount.

Except where otherwise stated, discounts and credits are available only once to any one person. Discounts and credits cannot be used in conjunction with any other offers.

Only one promotion code can be used per order. Discounts and voucher codes cannot be redeemed against delivery charges; percentage discount vouchers are applied only to the cost of meals unless otherwise stated.

Credit expires 12 months from the date that it is added to an account. We reserve the right, at our absolute discretion, to expire or revoke credit, or to temporarily remove the ability to redeem credit on our site

8. CIRCUMSTANCES BEYOND OUR CONTROL

Adverse weather conditions

During adverse weather conditions (including but not limited to heavy snow, ice, flooding or high winds), our delivery partners may not be able to deliver orders on time. This is outside of our control and we cannot accept responsibility for the late delivery of the order. Therefore, in the event of adverse weather conditions, we aren't able to refund or offer re-delivery of affected orders.

 

Force Majeure

Ding Dong Dim Sum Ltd shall not be liable for delay in performing or for failure to perform its obligations if the delay or failure results from any of the following: (i) Acts of God, (ii) outbreak of hostilities, riot, civil disturbance, acts of terrorism, (iii) the act of any government or authority (including refusal or revocation of any licence or consent), (iv) fire, explosion, flood, fog or adverse weather, (v) power failure, failure of telecommunications lines, failure or breakdown of plant, machinery or vehicles, (vi) default of suppliers, sub-contractors or delivery partners, (vii) theft, malicious damage, strike, lock-out or industrial action of any kind, and (viii) any cause or circumstance whatsoever beyond Ding Dong Dim Sums reasonable control.

 

9. OUR LIABILITY

Whilst we agree to use all reasonable endeavours to ensure that Ding Dong Dim Sum is fully operational and error-free we cannot guarantee this and, therefore, accept no liability, except in cases of death or personal injury arising from our negligence, or fraud or fraudulent misrepresentation. Our liability in connection with your order with us shall not exceed the price paid to us for the order in question (defined as an individual delivery within a particular week).

 

Subject to the exclusion above we exclude all liability for any claims, losses, demands and damages, including without limitation, any costs, loss of profits, loss of contracts or business opportunity, loss of data and any other consequential, incidental, special or punitive damages, even if we have been advised of the possibility of such damages, arising directly or indirectly out of or in any way connected with your use or inability to access the Ding Dong Dim Sum offering, whether arising in contract, tort (including negligence), under statute or otherwise PROVIDED THAT nothing contained in these Terms and Conditions affects or will affect your or the recipient's statutory rights in relation to the quality, fitness or description of the products supplied.

Ding Dong Dim Sum Ltd accepts no liability arising from use of the steamer and the customer uses at their own risk. 

 

10. CUSTOMER AND RECIPIENT PERSONAL INFORMATION

To ensure that we can communicate effectively with both customers and recipients, it is very important that you provide accurate personal information. Please remember that we value your privacy and will never lease, rent or sell your private information. For more information, please see our privacy policy.

 

During the checkout process, we ask for the following personal information:

 

Customer's email address

We use this information to provide a better customer experience by sending order confirmations, substitution information, dispatch confirmations and delivery confirmations. We will also use the customer's email for marketing communications from time to time. Please ensure that email addresses are accurate. If there is an error with your email address or you do not receive an order confirmation with 2 hours please contact us immediately at info@dingdongdimsum.com. Failure to do so will result in the lapse of any rights to a refund.

 

Customer's telephone number We use this information to contact customers in the event of problems with the order such as payment failures or delivery issues.

 

Recipient's full name and address We require this information in order to deliver the meals you have ordered. It is vital that the recipient's address is accurate. We will also use the recipient's name and address for marketing communications from time to time.

 

GENERAL

We reserve the right to supplement and amend the Terms and Conditions on which you are permitted access to the Ding Dong Dim Sum website. We will publish any changes on the Ding Dong Dim Sum website and it is your responsibility as a customer to review the Terms and Conditions on each occasion you access the Ding Dong Dim Sum website. Changes will be effective five (5) hours after the posting of any such change and all subsequent dealings between you and us shall be on the new Terms and Conditions.

 

 

These Terms and Conditions shall be deemed to include all other notices, policies, disclaimers and other terms contained in the Ding Dong Dim Sum website, provided that in the event of a conflict between any such other notices, policies, disclaimers and other terms, these Terms and Conditions shall prevail. If any of these Terms and Conditions is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

 

A person who is not a party to the agreement between you and us has no rights under the Contracts (Rights of Third Parties) Act 1999 to enforce any of the Terms and Conditions but this does not affect any right or remedy which exists apart from that Act.

 

In respect of fraudulent misrepresentation, this agreement (including any documents and instruments referred to herein) supersedes all prior representations, arrangements, understandings, and agreements between you and us (whether written or oral) and sets forth the entire agreement and understanding between you and us relating to the subject matter hereof.

 

These Terms and Conditions shall be governed by and construed in accordance with English Law and the parties agree to submit to the exclusive jurisdiction of the English courts.

 

Thank you for your order, and we hope your Ding Dong Dim Sum experience will be a pleasurable one.

 

12. REGISTERED OFFICE AND TRADING ADDRESS

Ding Dong Dim Sum Ltd Unit 603 26 Chase Road NW10 6QN