Customer Service / T&Cs

Registration on this website
To register on this website (Adesfoods.co.uk), you must be over 18 years of age.

When you register, you will be asked to provide your details, you must ensure that the details you provide during registration or anytime are correct and complete. Please inform us of any changes to your information by updating your personal details at anytime to ensure our records are correct.
Shipping & Delivery
We do delivery to the whole of UK residential addresses. We also offer "Click & Collect" for FREE to all customers from our Thamesmead branch. For all wholesale customers, we only offer Click & Collect service online. Kindly contact our customer service care on: 0208 853 1000 or email us at websupport@adesfoods.com for further enquiries, to know if we can deliver to your area.
Click & Collect
We currently offer this service. Order shopping from our online store and collect from one of our local stores or hubs for free. Alternatively, you can use our delivery option.
Privacy & Security
To ensure a safe and secure shopping environment for all customers, Ades reserves the right to use reputable security devices and systems. We protect the privacy and confidentiality of your information, including personal information.
Ades may change its policies occasionally, please check our policy page from time to time.
Returns, Refund & Replacements

We take great pride in ensuring that our products get to you in perfect condition. If you are not completely satisfied, we are happy to replace or issue a full refund on most products, as long as it is within the relevant cancellation period.
For all non-edible grocery products you have 28 days to change your mind. Products must be returned in their original packaging and in their original condition. Please note that proof of purchase is required.

Products Not Refundable Unless Faulty
The following products are not refundable unless faulty:
  • Frozen, smoked or perishable goods
  • Baby food
  • Magazine where the seal has been broken
  • Top-ups and scratch cards are not refundable under any circumstances


Requesting for a refund
If you have handed the item(s) back to a member of staff (for Click & Collect), we will arrange for a full refund. You can choose either a refund or an exchange. We will refund your money in the same way you paid for the item(s).

By credit or debit card : Your money will go back on the same card. Allow 3-5 working days for the refund to show in your account.
By cash : Your refund will be given in cash.
By online credit : Your refund will be credited into your online account for you to use on your next shopping or share with a friend.

If your item was purchased at an offer price, your refund will be based on that promotional price.

Your statutory rights
Don’t worry, our guarantee in this policy does not affect your statutory rights.
Ordering

If you choose to order online and collect from one of our stores, the time slot and store for collection will be agreed with you when you place your order.

Please note that you will be unable to collect your order earlier than the agreed time slot at the time you place your order. If you arrive late, you may still be able to collect your order.

Please bring your order number and the Bank card you used to pay for your order (We will not be able to give you your order unless you produce an appropriate form of I.D.).

Whilst we make every effort to have your order ready for collection at the agreed time, please note we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.
Payment, Pricing & Promotions

We accept Visa debit or credit card, Visa Electron cards, Mastercard, Maestro and JCB. We take every reasonable care to ensure that your order and subsequent transactions are conducted in a secure environment. Your credit/debit card details will be encrypted to minimise the possibility of unauthorised access. We will let you know if products are not available for any reason after we have accepted your order. We will refund amounts already paid by way of credit to your credit or debit card.

Prices and VAT
Please note that the prices on our website are guides only. The actual price you pay will be the price charged in-store at the time your order is picked for processing. The actual order value cannot be determined until the day of delivery, because the prices stated on the website may vary either above or below the prices in store on the day your order is picked and delivered.

When you visit any of our stores to collect your order, you may return any item and receive a full refund if you consider that the difference between the price charged and the guide price shown on our website is unacceptable.

Promotion
We give customers a reason to buy as the more they spend, the more they are rewarded! We always ensure our customers get great value for money, by providing amazing deals.
Some offers may not be available in store if they are out of stock; some prices may also vary.
Cheaper Alternatives
Please note that cheaper alternatives on our website are suggested products to help you spend less. You are under no obligation to select an alternative. There may be quality, size, health and ingredient differences between the products suggested.

When you come to collect your order from either of our stores, you may return any item and receive a full refund if you feel that the product ordered is unacceptable.
Referring a Friend
We currently offer £5 discount for every friends that you refer. See below for how it works.
  • Click on "My Account" on the top left of your webpage to access your "Account Dashboard"
  • To refer a friend, click on the last tab in the left side menu that says "My Referrals"
  • To get your reward, you need to invite a friend to shop at Ades by using the field provided for you in your account section. Note that you can only invite a friend that hasn't registered on Ades website.
  • If your friend visit Ades website through your requested email and made a shopping worth £50, you will be rewarded with 50 point on your account and they will also get 6 mix pack of Ades plantain ships for FREE.
  • Every 10 point is equivalent to a pound, which means 50 point is equivalent to £5 that you can deduct from your total order when you next shop with us before paying the balance.
Updating Account Information and Customer Services
To change your account information, click on “My Account” on the right tab at the top of the page. Once you enter your login information you will be taken to your account page, which has a sidebar menu to the left of the screen under the heading “MY ACCOUNT”.
  • Your 'Account Dashboard' shows you your recent orders, to change the way your name appears or your email address, click on the tab in the sidebar menu that says “Account Information”
  • To change your billing or shipping address click on the tab in the sidebar menu that says “Address Book”. This will bring you to your address page, where you will have the options to click on “Add New Address” "Change Billing Address", "Change Shipping Address", “Edit Address”, or “Delete Address”
  • To view your recent or last orders, click on the tab in the sidebar menu that says "My Order"
  • To subscribe or unsubscribe to the Ades newsletter, click on the tab in the sidebar menu that says “Newsletter Subscriptions”, where you will have the option to subscribe, or click the box which says unsubscribe

Customer Services
If you have an order query, please email us at websupport@adesfoods.com.

The adesfoods.com and adesfoods.co.uk website is owned and operated by Ades Limited (company registration number 5126129, VAT number 843465221 ), a company registered in England and Wales, whose registered office is at 1-3 Eastmoor Street Charlton, London, SE7 8LX.