Help Centre (FAQs)

📘 Help Centre (FAQs) – Bazachi UK

Below you’ll find fast, Amazon-style answers to the most common questions about orders, delivery, tracking, payments, returns, products, discounts, and wholesale.

All answers are kept short, clear, and mobile-friendly.

🔹 1. Can I get a discount code?

Yes — please contact our customer service team to request available discount codes.
📞 01736 697355
📧 contact@bazachi.com

🔹 2. Do you offer wholesale, bulk, or pallet sales?

Yes, we offer wholesale, B2B, and pallet quantities.
Contact us for pricing and availability:
📞 01736 697355
📧 contact@bazachi.com

🔹 3. Can I change my order after placing it?

Yes — but please contact us as soon as possible.
If your order hasn’t been dispatched yet, we can update:
• Address
• Phone number
• Email
• Product variant
• Quantity
• Add/remove items

If your parcel has already shipped, we will guide you through your courier’s options.

🔹 4. Can I cancel my order?

Yes — if the order has not been dispatched.
• If not shipped → refund processed
• If shipped → wait for delivery and return it

Perishable items follow our food safety return policy.

🔹 5. Do you offer same-day dispatch?

Yes — all orders placed before 1 PM (Mon–Fri) are dispatched the same day.

🔹 6. Do you deliver to business or workplace addresses?

Yes — we deliver to:
• Homes
• Offices
• Shops
• Warehouses
• Hotels
• Reception desks

Please ensure someone is present to receive the parcel.

🔹 7. Will my order arrive in one parcel or multiple parcels?

Depending on item type and stock:
• Some orders ship in one parcel
• Some ship in multiple parcels
Each parcel has its own tracking number.

🔹 8. Can I request a specific delivery day?

Exact dates cannot be guaranteed, but if you contact us, we will try to arrange the courier with the best timing for your postcode.

🔹 9. Do you offer gift wrapping or gift notes?

Gift notes are sometimes accepted via order notes.
Gift wrapping is not currently available.

🔹 10. How are items packaged?

We use secure packaging such as:
• Protective wrapping
• Strong boxes
• Spill-proof liquid protection
• Temperature-safe packaging (for chilled items)
• Shock-absorbing fillers

🔹 11. Do you ship chilled or temperature-sensitive items?

Yes — using:
• Insulated materials
• Ice packs
• Temperature-safe packaging
This maintains freshness during transit.

🔹 12. Can I request “leave in safe place”?

Yes — depending on courier rules.
Common options:
✔ Leave with neighbour
✔ Leave in porch
✔ Leave behind bins
✔ Leave in shed
✔ Leave at reception

Important: Bazachi is not responsible for parcels lost after being delivered to a requested safe place.

🔹 13. Do you offer international delivery?

We currently ship within the United Kingdom only.
EU & International shipping will be added soon.

🔹 14. What should I do if my item arrives damaged?

Please send:
• Photos of the damaged item
• Photo of outer packaging
• Your order number
to: contact@bazachi.com
We will replace or refund immediately.

🔹 15. What if I received the wrong item?

Email: contact@bazachi.com
Include:
• Order number
• Photo of wrong item
• Photo of packaging
We will replace it immediately.

🔹 16. My order is missing an item

Send:
• Order number
• Photo of received items
• Note of what is missing
We check parcel weight, packing logs, and courier records.
Missing items will be resent or refunded.

🔹 17. My tracking hasn’t updated

This is common during:
• Weekends
• Peak seasons
• Courier delays
• Bad weather
Please allow 24–48 hours.
If still no update, contact us.

🔹 18. My parcel is stuck at “Pending” or “On Hold”

Possible reasons:
• Sorting hub delays
• Incorrect address
• Courier backlog
• Weather disruption
Contact us and we will investigate immediately.

🔹 19. My parcel is being returned to sender

This happens if:
• Address was incorrect
• Parcel was refused
• Courier could not deliver
• Courier flagged location as unsafe

We will refund or reship once we receive the parcel back.

🔹 20. What payment methods do you accept?

• Visa
• Mastercard
• American Express
• PayPal
• Apple Pay
• Google Pay
• Shop Pay
• Klarna (if active)
• Amazon Pay (if enabled)

All payments are secure and encrypted.

🔹 21. Are there any hidden fees?

No — there are no hidden charges.

🔹 22. When will I receive my refund?

• Refund processed within 24–48 hours
• Bank processing time: 1–5 business days

🔹 23. I didn’t receive my confirmation email

Check your spam/junk folder.
If it’s not there, contact us and we will resend it.

🔹 24. Can I change my email or phone number on my order?

Yes — contact us with your order number.

🔹 25. Do you offer halal, organic, or specialty products?

Product information is listed on each product page.
If you need help, contact our support team anytime.

🔹 26. Are your Dubai Chocolate and Pistachio Cream items fresh?

Yes — all products are kept in controlled storage and shipped securely.

🔹27. Why does my product arrive with a price sticker on the packaging?

Some of our products come with manufacturer or in-store retail price stickers printed or attached at the source. These stickers are intended for physical supermarket sales and do not apply to our online pricing.

As an online retailer, our prices include additional costs such as:

Order fulfilment
Packaging
Handling
Free shipping or courier delivery

Because of this, the in-store sticker price may differ from our online price

🔹 28. Is Bazachi allowed to sell products at a different price than the sticker?

Yes. Manufacturer labels and in-store RRPs are not binding for online retail.
Online pricing can lawfully differ as long as:

The correct selling price is clearly shown on our website
No misleading information is provided
The customer is informed before purchase

We comply with UK Trading Standards and CMA (Competition & Markets Authority) guidelines

🔹 29. Why is the sticker covered on some items?

To avoid confusion, we may cover the manufacturer’s in-store price sticker with a plain label before dispatch.
This is standard practice for online retailers, as the printed in-store price does not reflect:

Our online operational costs
Free shipping costs
Packaging and fulfilment fees

This ensures no misleading price indication is given to customers.

🔹 30. Does the sticker price mean I am entitled to pay that amount?

No. The sale price is the price displayed on our website at the time you place your order.
Manufacturer or store stickers are not the selling price for online orders and do not override the website price.

🔹 31. What if I have concerns about pricing on my order?

We take transparency seriously.
If anything looks unclear or you have questions about pricing, please contact us and our team will be happy to assist or review your order.

🔹 32. Who do I contact for any other help?

We’re here to help with:
• Delivery issues
• Tracking problems
• Order changes
• Returns & refunds
• Product questions
• Payment issues

📞 01736 697355
📧 contact@bazachi.com
(Mon–Fri, 9 AM – 5 PM)

🔹 33. Can I pick up my order from your warehouse?

Yes — you can collect your order from our warehouse.
Please contact us before arriving so we can prepare your order and confirm collection time.

📞 01736 697355
📧 contact@bazachi.com

Warehouse pickup is available Monday–Friday, 9 AM – 5 PM

🔹 Additional FAQ Questions to Consider

• “Do your items show an expiry or best-before date?”

Answer: Yes — every item has its expiry or best-before date clearly displayed below the product description. If you receive an item and believe the date is too short, please contact us with your order number.

• “What about sale items or short-dated products — can I return them?”

Answer: Sale items and short-dated items are final sale unless there is a quality fault or you report dissatisfaction. We will only accept returns for those items if they arrive damaged, wrong, or defective — not for change of mind because of short expiry.

• “What should I do if a food item is past its best-before date upon delivery?”

Answer: Please report the issue immediately (within 24 hours) with photos and your order number. We will investigate and, if confirmed, issue a replacement or refund. If you consume the item without reporting it, we cannot accept responsibility.

• “Are your food items stored properly to ensure freshness?”

Answer: Yes — all food products are stored in climate-controlled storage & packed with care. We use proper packaging for chilled or sensitive items (insulation, ice packs) to ensure freshness during shipping.

• “Can I exchange an item instead of a refund?”

Answer: In most cases yes, if the item is unopened/un-used and reported within our return window. Contact us with your order number and we’ll guide you through the exchange process.

• “What happens if I receive an item that is very close to its expiry date?”

Answer: We sometimes include short-expiry items as free gifts; these are clearly labelled. If you purchase a standard item and find it is very close to expiry, please alert us immediately. We will only accept return/refund if the item is faulty or the expiry date is incorrectly displayed.

• “How long do I have to report food quality issues?”

Answer: Food quality issues must be reported within 24 hours of delivery. After that period we may not be able to accept responsibility due to safety and freshness standards.

• “Are there any items you cannot return at all?”

Answer: Yes — perishable food, opened items, and short-dated sale items under our short-expiry policy may be non-returnable unless faulty. Always check product description for any special return terms.