Terms & Conditions

AE Empire Foods
A trading name of AE EMPIRE SERVICES UK LIMITED

Last Updated: 3 November 2026

1. Introduction

Welcome to AE Empire Foods.

This website is operated by AE EMPIRE SERVICES UK LIMITED, trading as AE Empire Foods. Throughout these Terms and Conditions, references to "we", "us" and "our" mean AE Empire Foods.

We provide customers with access to a wide range of African and Caribbean groceries, food products and household essentials through our online store.

By accessing our website, creating an account or placing an order, you agree to comply with these Terms and Conditions and any applicable policies referenced on our website.

Please read these terms carefully before using our services.

2. Online Store Use

By using our website, you agree to:

Provide accurate and complete information when registering or placing an order.

Use our website only for lawful purposes.

Refrain from activities that may disrupt, damage or interfere with our website or services.

Keep your account login details secure and confidential.

Notify us promptly if you suspect unauthorised access to your account.

We reserve the right to restrict access to our services where there are reasonable grounds to suspect fraud, misuse or other prohibited activities.

3. Products and Availability

We aim to provide accurate descriptions, images and information about the products available on our website.

However, please note:

Product availability may change without prior notice.

Product packaging, appearance and branding may occasionally differ from website images.

Product weights and sizes will be stated where applicable.

Some products may be available in limited quantities.

Fresh, frozen and perishable products may be subject to additional handling and delivery restrictions.

We reserve the right to discontinue products or adjust our product range.

Where an ordered product becomes unavailable, we will contact you to discuss an alternative or arrange a refund for the unavailable item.

Product Substitutions

We may suggest a suitable alternative where an ordered product is unavailable.

Substitutions will only be supplied with your agreement. Where you decline a proposed substitution, the unavailable item will be refunded.

4. Product Information and Food Safety

We take reasonable care to source products from reputable suppliers and provide relevant product information.

Customers are encouraged to review product labels, ingredients, allergen information, storage instructions and expiry dates before consumption.

Product ingredients and packaging may occasionally change.

Customers with allergies or dietary requirements should carefully check the information provided with each product.

Fresh and frozen products should be stored promptly and according to the manufacturer's instructions.

If a product arrives damaged, spoiled, unsafe or otherwise unsuitable for consumption, please contact us promptly.

If you require clarification about a product before purchasing, please contact our customer service team.

5. Pricing and Payment

All prices displayed on our website are in Pounds Sterling (GBP).

Product prices may change from time to time.

Prices displayed at checkout will apply to your order once accepted.

Delivery charges and any applicable surcharges will be displayed before payment.

Promotional offers and discounts may be subject to specific conditions.

We reserve the right to correct genuine pricing or product information errors before accepting an order.

If an error is discovered after an order has been submitted, we will contact you to explain the issue and offer the option to proceed at the correct price or receive a refund.

Payment must be completed using one of the payment methods available at checkout.

We use payment processing services to facilitate secure transactions.

6. Order Placement and Confirmation

When you place an order through our website, you are making an offer to purchase the selected products.

After submitting your order, you will receive an acknowledgement confirming that we have received it.

An order is accepted when we issue an order acceptance or dispatch confirmation.

We reserve the right to decline or cancel an order before acceptance where reasonably necessary, including where:

Products are unavailable.

Payment cannot be authorised.

Delivery restrictions prevent fulfilment.

There is a genuine pricing or listing error.

Fraudulent or suspicious activity is identified.

If payment has already been taken for an order we cannot fulfil, we will arrange a refund.

7. UK Wide Delivery

We offer courier delivery across the United Kingdom, including Northern Ireland, subject to postcode coverage, product eligibility and courier availability.

Standard Delivery

Charges start from £8.00.

Estimated delivery time is 2–5 working days.

Delivery charges are calculated according to order weight and delivery location.

Next Working Day Delivery

Charges start from £9.99.

Estimated next-working-day delivery is available for eligible orders received before 12 noon, Monday to Thursday.

This service is subject to courier availability, postcode coverage and product eligibility.

All delivery times are estimates and are not guaranteed arrival dates.

Actual delivery times may vary due to product availability, courier schedules, weather conditions, public holidays and other operational circumstances.

Orders placed on Thursdays containing certain fresh products, including bread, plantain and onions, will normally be dispatched the following Monday.

Delivery charges, including any applicable surcharge for orders below £25, will be clearly displayed at checkout.

For further information, please refer to our Delivery and Store Pickup Policy.

8. Receiving Your Order

Customers are responsible for providing accurate delivery information, including their full address, postcode and contact details.

We recommend that someone is available to receive deliveries, particularly orders containing fresh or perishable products.

Where available, courier partners may offer alternative delivery arrangements, including nominated neighbours or suitable delivery instructions.

If your order is lost, damaged, incorrectly delivered or significantly delayed, please contact us so that we can investigate and arrange an appropriate resolution.

Where incorrect delivery information causes a failed delivery, additional reasonable charges may apply where appropriate and previously disclosed.

9. Warehouse Pickup

We offer free warehouse collection for customers who prefer to collect their orders.

Collection Address:

Unit 5A, Cryton Trade Park
Bristol Road
Bridgwater
TA6 4BX
United Kingdom

Collection Hours:

Monday to Friday: 10:00 am – 4:00 pm
Saturday and Sunday: 10:00 am – 4:00 pm

Orders are normally estimated to be ready for collection within 1–2 working days.

Customers will be contacted when their orders are ready.

Please wait for collection confirmation before visiting our warehouse.

We may request an order confirmation or other reasonable proof of purchase before releasing an order.

10. Order Cancellations

We aim to process and dispatch orders promptly.

If you wish to cancel or amend an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests before dispatch.

For eligible online purchases, customers may also cancel within 14 days after receiving their goods.

Certain products, including goods liable to deteriorate or expire rapidly, may be excluded from change-of-mind cancellation.

These exclusions do not apply to products that are faulty, damaged, unsafe or incorrectly supplied.

For further information, please refer to our Refunds and Returns Policy.

11. Refunds and Returns

We aim to ensure that customers receive the correct products in satisfactory condition.

If you experience an issue with your order, please contact our customer service team with your order number and details of the concern.

Where appropriate, we may offer:

A replacement product.

A refund.

Another suitable resolution agreed with the customer.

Refunds will be processed using the original payment method unless otherwise agreed.

For eligible change-of-mind cancellations, customers may be responsible for return postage where this was clearly communicated before purchase.

Refunds, including applicable delivery charges, will be processed within the relevant required timescales.

Please refer to our Refunds and Returns Policy for further details.

12. Promotions and Special Offers

From time to time, we may offer promotional discounts, special offers or promotional codes.

Promotions may be available for limited periods.

Certain products may be excluded.

Promotional codes may not be combined unless expressly stated.

Discounts cannot normally be applied retrospectively to completed orders.

We reserve the right to withdraw or amend promotions for future orders.

Any specific promotional conditions will be communicated when the offer is advertised.

13. Customer Accounts

Customers may be able to create an account to manage orders and access additional website features.

You are responsible for maintaining the confidentiality of your account credentials.

Please notify us if you believe your account has been accessed without authorisation.

We may suspend or restrict accounts where there are reasonable grounds to suspect fraudulent activity, misuse or serious breaches of these Terms and Conditions.

14. Intellectual Property

All website content, including our business name, logos, graphics, photographs, written materials and website design, belongs to AE Empire Foods, its operating company or the relevant rights holders, unless otherwise stated.

You may browse and use our website for personal shopping purposes.

You must not reproduce, distribute, commercially exploit or use our website content without appropriate permission.

Nothing in these terms transfers ownership of any intellectual property to website users.

15. Customer Reviews and Feedback

We welcome genuine customer reviews, suggestions and feedback.

By submitting a review or comment, you confirm that:

The information is based on your genuine experience or opinion.

The content is not misleading, abusive, defamatory or unlawful.

You have permission to share any photographs or materials included.

The submission does not infringe another person's rights.

We may moderate or remove content that breaches these conditions.

Where you submit content for publication, you grant us permission to display and reproduce that content in connection with our business, subject to applicable privacy requirements.

16. Third-Party Services and Links

Our website may contain links to third-party websites or use external services, including payment processors and delivery providers.

These third parties may operate under their own terms and privacy policies.

We are not responsible for the independent content or activities of websites that we do not operate.

However, where third-party services are used to fulfil your order, we remain responsible for our own obligations to customers.

17. Website Availability

We aim to keep our website accessible, secure and functioning effectively.

However, occasional interruptions may occur due to maintenance, technical difficulties, updates or circumstances outside our reasonable control.

We may temporarily suspend website access where necessary to maintain security, improve functionality or resolve technical issues.

We will make reasonable efforts to minimise disruption.

18. Limitation of Liability

We take reasonable care in providing our products and services.

We are responsible for losses and damage arising from our failure to meet our obligations where applicable.

We are not responsible for losses caused solely by circumstances outside our reasonable control or by customers failing to follow appropriate product storage and handling instructions, except where we remain responsible.

We do not exclude or restrict any responsibility that cannot lawfully be excluded or restricted.

19. Privacy and Personal Information

We respect the privacy of our customers and are committed to handling personal information responsibly.

Information collected through our website may be used to:

Process and fulfil orders.

Arrange deliveries and collections.

Communicate with customers.

Process payments and refunds.

Provide customer support.

Maintain and improve our services.

Further information about how we collect, use and protect personal information is available in our Privacy Policy.

20. Changes to These Terms

We may update these Terms and Conditions periodically to reflect changes to our products, services, operations or business requirements.

The latest version will be available on our website with its updated date.

Changes will generally apply to future orders and will not retrospectively alter the terms of an already accepted order without agreement.

We encourage customers to review these terms periodically.

21. Governing Law

These Terms and Conditions are governed by the laws of England and Wales, subject to any applicable mandatory protections available to customers elsewhere in the United Kingdom.

Any disputes will be handled through the appropriate courts in accordance with applicable rules.

22. Contact Information

If you have questions about these Terms and Conditions, an order or any of our services, please contact us.