🚚 Frozen Products Delivery Policy – Outside Delivery Areas

❄️ Product Handling & Storage

Please place frozen products into the freezer immediately after receiving.
All frozen goods are packed with dry ice / ice packs to maintain low temperature during delivery.
Due to external weather and transportation distance, slight softening or partial defrosting may occur and is considered normal.
If you notice any major issues, please contact us with photos within 2 hours of receipt.

✅ We will do our best to ensure the goods arrive in good condition.

💡 If product temperature reaches 8°C or above, it may not be suitable for consumption – we will arrange compensation or replacement after verification.

🚫 Refund & Return Terms

Frozen products are final sale – however, if significant defrosting or spoilage occurs, we will provide support.
Customers are not responsible for defrosting caused during delivery.
Report issues to customer service as soon as possible.

🚛 Delivery Regions & Lead Time

Region	Delivery Method	Delivery Time	Status
Within London	Self-delivery / Temperature-controlled fleet	48–72 working hours	✅ Available
Outside London	DPD / DHL Arrange Next Day Delivery (not guaranteed)	Next working day	⚠️ Subject to logistics

📅 Delivery Scheduling

Please allow 48–72 working hours for arrangement.
Next-day delivery not guaranteed.
Provide your preferred delivery date via Whatsapp:
https://wa.me/+447990358238
We will reconfirm timing if any adjustment is required.

❓ FAQ

Question	Answer
What if items arrive slightly softened?	This is normal and safe to refreeze.
What if items arrive fully defrosted?	Contact us immediately — we will help resolve the issue.
Are items guaranteed to stay fully frozen?	We enhance packaging with dry ice, but long-distance transport may cause temperature variation.

✅ Customer Acknowledgment

Placing an order indicates that the customer understands there may be slight defrosting, but the seller will handle any serious product issues responsibly.

📌 Policy subject to update without notice.

🚚 冷凍產品配送政策 – 配送區域外

❄️ 產品處理與儲存

收貨後請立即將產品放入冰櫃。
所有冷凍產品會加入乾冰／冰袋以維持低溫。
運送途中因天氣或距離可能會有輕微溶雪，屬正常情況，可安心再冷凍。
如發現嚴重溶雪或變質，請於收貨後2小時內拍照聯絡客服。

✅ 我哋會盡全力保障貨品質素。

💡 若產品達 8°C 或以上，或已不適合食用，我們會按情況安排賠償或補寄。

🚫 退款與退貨條款

所有冷凍產品為最終銷售。
若配送導致嚴重品質問題，我哋會負責處理，不會要求客人承擔。

🚛 配送區域與交貨期

區域	配送方式	時間	狀態
倫敦內	自配送／恆溫車	48–72 個工作小時	✅ 可安排
倫敦外	DPD / DHL arrange next day delivery（不保證）	下一個工作天	⚠️ 視安排而定

📅 配送安排

請預留 48–72 個工作小時
DPD/ DHL不保證 next day 送達
Whatsapp 留言指定日期：
https://wa.me/+447990358238

❓ FAQ 常見問題

問題	回答
收到時輕微溶雪？	正常現象，可再冷凍。
收到時完全溶雪？	請即聯絡，我哋會跟進協助。
保證全程急凍？	使用乾冰盡力保持低溫，但存在自然溶雪風險。

✅ 客戶確認

下單即代表理解可能出現輕微溶雪，但如有嚴重問題，商家會負責跟進。

📌 如有更改將不另行通知。

山本海苔