Shipping policy

Order Processing

Orders are processed within 3 working days unless otherwise stated on the product page. We aim to process all orders by the end of the next working day wherever possible.

Orders placed before 12:00pm (midday) on a working day will usually be processed the same day. Orders placed after 12:00pm, or on weekends or bank holidays, will usually be processed on the next working day.

You will receive a confirmation email once your order has been dispatched.

Delivery Areas

We currently delivery within the United Kingdom only.

Delivery options and availability may vary depending on destination, including Northern Ireland, Highlands, and Islands.

Delivery Methods & Times

We deliver using automated Shopify delivery via:

  • Royal Mail
  • Evri
  • DPD

Delivery options and pricing are calculated at checkout based on:

  • Delivery location
  • Parcel weight
  • Courier selected
  • Delivery speed selected

Customers may choose from available options at checkout, which may include tracked and signed-for services depending on location and preference.

For standard delivery services, estimated delivery times are usually 2-5 working days. For express delivery services, estimated delivery times are usually 1-3 working days. Estimated delivery times may be shown at checkout. Please note that delivery timings  are estimates and not guaranteed timeframes. 

Free Delivery Offers

We currently offer the following free delivery options:

Walthamstow Local Delivery

Free local delivery by us is available for deliveries within Walthamstow, London.

  • Orders are typically delivered within 1 working day after processing.
  • Eligibility is determined by postcode at checkout and wiil display if available to you.

First-Time Buyers

Free delivery is automatically applied at checkout for first-time customers where eligibility is met.

Returning Customers – 3 Pack Offer

Returning customers receive free delivery when purchasing a 3 pack of Ma Chau’s Chilli Oil.

The free delivery will be applied automatically at checkout where eligibility is met.

We reserve the right to amend or withdraw promotional delivery offers at any time.

Delivery Responsibility

Under UK consumer law, your order remains our responsibility until it is delivered to the address provided at checkout.

It is the customer’s responsibility to:

  • Ensure the delivery address is correct.
  • Provide any necessary access instructions.
  • Arrange safe receipt of the parcel.

We cannot be held responsible for delivery issues resulting from incorrect or incomplete address details supplied at checkout.

Risk in the goods passes to you when the goods come into your physical possession, or the possession of a person identified by you to take possession of the goods.

Where you instruct the courier to leave a parcel in a nominated safe place or with a nominated neighbour, risk in the goods will pass when the courier delivers the parcel in accordance with those instructions.

If a parcel is returned to us due to failed delivery attempts, we may require additional postage payment to resend it.

Local orders within Walthamstow are delivered by us when customers select local delivery when eligible. Parcels may be left in a safe place if possible, or a redelivery attempt will be made if no one is available to receive the parcel. Responsibility transfers once delivery is confirmed.

Delays Outside Our Control

While we aim to meet all estimated delivery times, delays may occur due to:

  • Courier disruptions
  • Industrial action
  • Severe weather
  • Peak seasonal demand
  • Other circumstances beyond our control

We are not liable for delays caused by such external factors, but we will always assist in resolving delivery issues where possible.

Damaged, Missing or Incorrect Items

If your order arrives damaged, faulty, incorrect or incomplete, please contact us within 48 hours of delivery at hello@machausvietnamese.com or through our website contact page.

Please include:

  • Your order number
  • Clear photographs of the issue
  • A description of the problem

We will investigate and arrange a replacement or refund where appropriate.

See our Returns & Refunds Policy for further details.