Frequently Asked Questions (FAQ)
Thanks for viewing our FAQ page, we are constantly updating this page to provide you all the answers you need when shopping with us. However, If we haven't listed a solution for a question you may have, drop us an email at info@ceylonprovidore.com or contact us via the form here.
Pricing & Billing
What are my payment choices?
We accept & process the following payment options:
- AMEX
- Apple Pay
- Google Pay
- Master Card
- VISA
- Paypal
- Shop Pay
When will my credit card be charged?
Your credit card will be charged within 24 hours of successful order placement.
What will show on my credit card statement?
Your payment will be processed under the name of “Ceylon Providore”.
Currency?
Ceylon Providore store is transactions will billed in Singapore Dollars (SGD), however the store default currency will be in American Dollars (USD).
Who is responsible for payment of duties and taxes?
When transporting goods across international borders, shipments are sometimes subject to duties and taxes as determined by customs in the destination country. The payment of any customs duties or import taxes are the responsibility of the receiver.
Shipping and Returns
How much is my shipping?
Your shipping charges are automatically calculated prior to submitting your payment information. Simply add items to your cart and proceed to the Checkout page where you will be offered shipping options and their current rates.
When will my order ship?
Your order will generally ship within 48 to 72 hours of successful order placement, except for public holidays when your order will usually be dispatched on the next working day. Our dispatch centres work in Sri Lanka, hence will follow the Sri Lankan Calendar for fulfilment matters. If for some reason dispatch will be delayed, we will notify you and give you the option of a refund.
Do you ship to my country?
We ship via DHL Express, hence we will be able to deliver successfully to many countries that are serviced by DHL.
How long will it take for delivery?
We ship via DHL Express, an estimated time frame would be 5 to 14 days depending on your region.
Do I need a phytosanitary certification if I am buying plant-based items ?
All items that are plant-based are required a phytosanitary certification before dispatch from Sri Lanka. This is issued by the National Plant Protection Organization (NPPO) after testing that the samples are fit for export. This certification time usually adds 2 to 3 days depending on the product and is handled by Ceylon Providore and our logistics partners. There is no requirement from the customer with regards to obtaining a phytosanitary certification.
What is your return policy?
Returns will not be accepted due to the nature of our products. If we have sent you an incorrect item, we will send you the correct item at our cost upon notification.
If your parcel has been returned to us due to an incorrect address provided by you or an inability to deliver it, we will provide you a refund excluding shipping and handling fee. Ceylon Providore is not responsible for any additional freight costs incurred.
Order Status
Can I cancel an order?
If you have ordered an item accidentally or need to cancel an order that has been placed please contact info@ceylonprovidore.com for assistance at your earliest. As long as the order has not been dispatched and shipped, we can cancel it for you and will refund the amount charged minus any related platform and processing fees incurred.
My order never arrived. An item is missing from my shipment.
All our orders are tracked hence you shouldn't have a problem with our shipment, however If you still haven't received your order, Get in touch with us as soon as possible via email at info@ceylonprovidore.com. We will help you check the status of your order and provide a solution to you at the earliest.
I received the wrong product.
If you've received a wrong product from the one you ordered, please contact us within 48 hours of receiving the product with its original condition preserved and we will advise how to proceed.
I ordered the wrong item by mistake, can i change it now?
You can change your item by contacting us anytime between the time of successful order placement and processing/dispatch of the item. Once the item is processed and dispatched to you we will be charging you with shipping and handling fees based on your order value regardless of an exchange followed by any difference in replacement value.
Product Related
I have forgotten to include my selections for the Assorted Spices, what should i do?
If we notice that you haven't added your selections, we will get in touch with you via email or call. Alternatively, you can email us your choices on info@ceylonprovidore.com. Please make sure to provide your order number so we can ensure the right selections are sent to you.
The product is not of expected quality, Can i get a refund?
We ensure that the product meets the highest quality standards before it is shipped out to our customers. However if you are unsatisfied with the product, please reach us via email on info@ceylonprovidore.com and we will assist you. Your satisfaction is a key attribute to Ceylon Providore and will ensure that you have no regrets with our products and services.
The packaging was damaged upon delivery, can i request for refund or replacement?
We carefully package our items that are dispatched to you to the best of our abilities. However, sometimes logistics can be unpredictable and the package may end up being damaged during transit. Please reach us via email on info@ceylonprovidore.com and we will assist you on the next steps.