Welcome to the FAQ section

If you can't find the answer to your question the chances are someone else is wondering about it too. Please check the categories provided or do send us a message. We will be sure to answer your question and get back to you as soon as possible.

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How do I place an order?

Please use our online shop to purchase your raw honey.

If you are placing an order to collect it from a local dispatch location then simply select the option at checkout.

You can specify which location you would like to collect from, and if available at that location we will put the order through.

​If you wish to pay on collection you can also select this option at the checkout.

Delivery

Do you offer delivery?

 Yes, we offer delivery within the UK.

How much do you charge for Shipping?

Our delivery charges vary. Our standard UK shipping rate for an order under 2kg is £3.25.

For orders above 2kg to 10kg we charge a flat rate of £5.95.

Returns

Do you offer returns and refunds?

Since we are dealing with foods we are currently unable to offer returns or refunds on our products. We are certain you won't find anything to complain about with our products but if you want to let us know something please contact us. We love to hear from you whatever it may be so we can work to improve your customer experience.

Wholesale Enquiries

For wholesale enquiries please use our contact page.

What is your Privacy Policy?

What type of information do we collect?

We receive, collect and store any information you enter on our website or provide us in any other way. In addition, we collect the Internet protocol (IP) address used to connect your computer to the Internet; login; e-mail address; password; computer and connection information and purchase history. We may use software tools to measure and collect session information, including page response times, length of visits to certain pages, page interaction information, and methods used to browse away from the page. We also collect personally identifiable information (including name, email, password, communications); payment details (including credit card information), comments, feedback, product reviews, recommendations, and personal profile.

 

How do we collect information?

When you conduct a transaction on our website, as part of the process, we collect personal information you give us such as your name, address and email address. Your personal information will be used for the specific reasons stated above only.

 

Why do we collect personal information?

We collect such Non-personal and Personal Information for the following purposes:

  • To provide and operate the Services;
  • To provide our Users with ongoing customer assistance and technical support;
  • To be able to contact our Visitors and Users with general or personalized service-related notices and promotional messages;
  • To create aggregated statistical data and other aggregated and/or inferred Non-personal Information, which we or our business partners may use to provide and improve our respective services; 
  • To comply with any applicable laws and regulations.

     

    How do we store, use, share and disclose your personal information?

    Our company is hosted on the shopify.com platform. shopify.com provides us with the online platform that allow us to sell our products and services to you. Your data may be stored through Shopify.com data storage, databases and the general shopify.com applications. They store your data on secure servers behind a firewall.  

    All direct payment gateways offered by shopify.com and used by our company adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover. PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

     

    How do we communicate with your site visitors?

    We may contact you to notify you regarding your account, to troubleshoot problems with your account, to resolve a dispute, to collect fees or monies owed, to poll your opinions through surveys or questionnaires, to send updates about our company, or as otherwise necessary to contact you to enforce our User Agreement, applicable national laws, and any agreement we may have with you. For these purposes we may contact you via email, telephone, text messages, and postal mail.

     

    How do we use cookies and other tracking tools?

    We share your Personal Information with third parties to help us use your Personal Information, as described above. For example, we use Shopify to power our online store. You can read more about how Shopify uses your Personal Information here: https://www.shopify.com/about/privacy. We also use Google Analytics to help us understand how our customers use the Site -- you can read more about how Google uses your Personal Information here: https://www.google.com/intl/en/policies/privacy/. You can also opt-out of Google Analytics here: https://tools.google.com/dlpage/gaoptout.

    In general, the third-party providers used by us will only collect, use and disclose your information to the extent necessary to allow them to perform the services they provide to us.

    However, certain third-party service providers, such as payment gateways and other payment transaction processors have their own privacy policies in respect to the information we are required to provide to them for your purchase-related transactions.

    For these providers, we recommend that you read their privacy policies so you can understand the manner in which your personal information will be handled by these providers.

    In particular, remember that certain providers may be located in or have facilities that are located a different jurisdiction than either you or us. So if you elect to proceed with a transaction that involves the services of a third-party service provider, then your information may become subject to the laws of the jurisdiction(s) in which that service provider or its facilities are located.

    As an example, if you are located in Canada and your transaction is processed by a payment gateway located in the United States, then your personal information used in completing that transaction may be subject to disclosure under United States legislation, including the Patriot Act.

     

    How can you withdraw your consent?

    If you don’t want us to process your data anymore, please contact us at info@therawkitchenuk.com or send us mail to: 14 Coates Lane, High Wycombe, Buckinghamshire, HP13 5HE.

     

    Privacy policy updates

    We reserve the right to modify this privacy policy at any time, so please review it frequently. Changes and clarifications will take effect immediately upon their posting on the website. If we make material changes to this policy, we will notify you here that it has been updated, so that you are aware of what information we collect, how we use it, and under what circumstances, if any, we use and/or disclose it.

     

    Questions and contact information

    If you would like to: access, correct, amend or delete any personal information we have about you, you are invited to please contact us at info@therawkitchenuk.com or send us mail to: 14 Coates Lane, High Wycombe, Buckinghamshire, HP13 5HE.

    What are your Terms and Conditions?

    TERMS AND CONDITIONS

    This website is owned and operated by The Raw Kitchen. These Terms set forth the terms and conditions under which you may use our website and services as offered by us. This website offers visitors raw honey, black seed oil, apple cider vinegar and other natural, hand-made products. By accessing or using the website of our service, you approve that you have read, understood, and agree to be bound by these Terms.

    In order to use our website and/or receive our services, you must be at least sixteen years of age, or of the legal age of majority in your jurisdiction, and possess the legal authority, right and freedom to enter into these Terms as a binding agreement. You are not allowed to use this website and/or receive services if doing so is prohibited in your country or under any law or regulation applicable to you.

    When buying an item, you agree that: (i) you are responsible for reading the full item listing before making a commitment to buy it: (ii) you enter into a legally binding contract to purchase an item when you commit to buy an item and you complete the check-out payment process.

    The prices we charge for using our services / for our products are listed on the website. We reserve the right to change our prices for products displayed at any time, and to correct pricing errors that may inadvertently occur. Additional information about pricing and sales tax is available on the payments page.

    Since we are dealing with foods we are currently unable to offer returns or refunds on our products. We are certain you won't find anything to complain about with our products but if you want to let us know something please contact us. We love to hear from you whatever it may be so we can work to improve your customer experience.

    We may, without prior notice, change the services; stop providing the services or any features of the services we offer; or create limits for the services. We may permanently or temporarily terminate or suspend access to the services without notice and liability for any reason, or for no reason.

    The Service and all materials therein or transferred thereby, including, without limitation, software, images, text, graphics, logos, patents, trademarks, service marks, copyrights, photographs, audio, videos, music and all Intellectual Property Rights related thereto, are the exclusive property of The Raw Kitchen. Except as explicitly provided herein, nothing in these Terms shall be deemed to create a license in or under any such Intellectual Property Rights, and you agree not to sell, license, rent, modify, distribute, copy, reproduce, transmit, publicly display, publicly perform, publish, adapt, edit or create derivative works thereof.

    We may permanently or temporarily terminate or suspend your access to the service without notice and liability for any reason, including if in our sole determination you violate any provision of these Terms or any applicable law or regulations. You may discontinue use and request to cancel your account and/or any services at any time. Notwithstanding anything to the contrary in the foregoing, with respect to automatically-renewed subscriptions to paid services, such subscriptions will be discontinued only upon the expiration of the respective period for which you have already made payment

    You agree to indemnify and hold The Raw Kitchen harmless from any demands, loss, liability, claims or expenses (including attorneys’ fees), made against them by any third party due to, or arising out of, or in connection with your use of the website or any of the services offered on the website.

    To the maximum extent permitted by applicable law, in no event shall The Raw Kitchen, be liable for any indirect, punitive, incidental, special, consequential or exemplary damages, including without limitation, damages for loss of profits, goodwill, use, data or other intangible losses, arising out of or relating to the use of, or inability to use, the service.

    To the maximum extent permitted by applicable law, The Raw Kitchen assumes no liability or responsibility for any (i) errors, mistakes, or inaccuracies of content; (ii) personal injury or property damage, of any nature whatsoever, resulting from your access to or use of our service; and (iii) any unauthorized access to or use of our secure servers and/or any and all personal information stored therein.

    We reserve the right to modify these terms from time to time at our sole discretion. Therefore, you should review this page periodically. When we change the Terms in a material manner, we will notify you that material changes have been made to the Terms. Your continued use of the Website or our service after any such change constitutes your acceptance of the new Terms. If you do not agree to any of these terms or any future version of the Terms, do not use or access (or continue to access) the website or the service.

    You agree to receive from time to time promotional messages and materials from us, by mail, email or any other contact form you may provide us with (including your phone number for calls or text messages). If you don't want to receive such promotional materials or notices – please just notify us at any time. 

    These Terms, the rights and remedies provided hereunder, and any and all claims and disputes related hereto and/or to the services, shall be governed by, construed under and enforced in all respects solely and exclusively in accordance with the internal substantive laws of the United Kingdom, without respect to its conflict of laws principles. Any and all such claims and disputes shall be brought in, and you hereby consent to them being decided exclusively by a court of competent jurisdiction located in the United Kingdom. The application of the United Nations Convention of Contracts for the International Sale of Goods is hereby expressly excluded.

    For queries, please contact us at info@therawkitchenuk.com