Frozen & Chilled Product Delivery Terms

Frozen & Chilled Product Delivery Terms

Please make sure you have read all of the below before placing your order. Thank you

[Update] 26/04/2022

Frozen Items Delivery Service Resuming

From 4th of May 2022, Starry Mart will resume the UK mainland frozen products delivery service. All orders containing Frozen Products will be prepared and dispatched on Wednesdays. The cut-off time for Frozen Product orders is 23:59 every Monday.

  • Please note that if we have sufficient dry ice, we may ship some Tuesday orders in the same week. However, this is not guaranteed. To ensure the same week's frozen delivery, we recommend you place an order on/before the Cut-off time.

We CANNOT ship frozen items to - areas outside of the mainland United Kingdom, (including Scottish Highlands and Islands, Northern Ireland, Channel Islands, Isle of Man, Isle of Wright, Isles of Scilly etc) and any other EU countries.

Customers must make sure they are home to sign for the frozen/chilled parcel.

  • Please note that we do not advise ordering frozen/chilled products if you are aware of any difficulties in gaining access to the property when delivering. 
  • Please contact immediately after placing the order if you need to arrange a more convenient time for the delivery. Please note that once chilled/frozen orders have been dispatched and collected, you will NOT be able to modify the delivery time. Please do NOT modify delivery instruction with currier once the Frozen/Chill parcel is dispatched.

Starry Mart will NOT be responsible for the damage/ defrost of any chilled or frozen items under the following situation:

  • if the customer decided to re-arrange the delivery instruction with currier which has caused the frozen/chilled products to defrost and/or become spoiled.
  • if the delivery has failed due to an incorrect address, no available recipients or the shipping address is not accessible (e.g., flat/house with communal locked gate) 
  • if the frozen/ chilled items are spoiled due to the delay in collecting the parcel from the reception area (if present) at the shipping address.  (Including misinformation by the receptionist, this is not a fault of the courier)
  • Lost parcel due to customer instruction to leave the parcel unattended.
  • Damaged items NOT reported to Starry Mart within 1 hour of receipt. 
  • Failed/Non-delivery NOT reported to Starry Mart by 1 pm of the scheduled delivery date.  

Starry Mart will only be responsible for the damage/ defrost of any chilled or frozen items under the following situations:

  • Parcel not delivered on the expected delivery date due to carrier fault provided customer must report failed delivery to Starry Mart by 1 pm.
  • Lost parcel due to courier left unattended without customer instruction.
  • Parcel delivered to the wrong address by courier’s mistake, excepted the flat reception.
  • Product damaged during the transit and reported to Starry Mart by 1 pm Thursday.

* Any refund due to failed delivery by a carrier will be investigated and communicated with the selected courier.  

Starry Mart will grant the final refund once the courier has confirmed the delivery status.

Starry Mart cannot offer replacement to frozen parcels due to limited frozen stock and dry ice supply.

Please note that dry ice is a form of gas to maintain the temperature, it will dissolve in the air after 24-48 hours.