Shipping & Delivery
Shipping & Delivery Policy
Last updated: October 2025
At Rassoul, we deliver freshly frozen, handmade Eastern European food directly to your door - safely, locally, and always with care.
📍 Delivery Area
We currently deliver across North and North-West London, including:
N1–N22, NW1–NW11, EN1–EN11 and HA8 postcodes.
If your postcode is outside this area, our checkout will let you know automatically.
🕒 Delivery Schedule
We deliver Monday to Saturday, excluding bank holidays.
We do not operate same-day delivery. Once your order is confirmed, you’ll receive an email confirming your delivery day and chosen time slot.
❄️ Frozen Product Handling
All Rassoul products are delivered freshly frozen.
To ensure quality and safety:
- Please place your order directly into the freezer upon delivery.
- Avoid leaving products at room temperature.
We cannot refund or replace items that have thawed due to unattended or delayed receipt.
💸 Delivery Fees
- Free delivery for orders over £50.
- £4.99 flat delivery fee for smaller orders.
Your delivery fee (if any) will be shown clearly at checkout before you pay.
🚪 Delivery Method
Deliveries are handled directly by the Rassoul team - not by third-party couriers - to maintain frozen product integrity.
We deliver to residential addresses and selected business premises within our service area.
📦 Missed Deliveries
If no one is available to receive your order and no safe place was specified:
- We will contact you by phone or message immediately.
- If re-delivery is required, it may incur a re-delivery fee.
- Due to the perishable nature of frozen food, we cannot refund missed deliveries that cannot be re-attempted the same day.
🚫 Incorrect or Incomplete Addresses
Please double-check your delivery details before checkout.
We cannot refund or replace items delivered to incorrect or incomplete addresses provided by the customer.
💬 Delivery Issues or Concerns
If your delivery:
- hasn’t arrived within the expected window,
- arrived damaged, partially missing, or defrosted,
please contact us within 24 hours at help@rassoul.co.uk. Include your order number, description, and clear photos. We’ll assess promptly and offer a replacement or refund, depending on the situation.
🧾 Order Cut-off & Cancellations
Because our products are frozen and prepared to order, we begin packing soon after purchase. If you need to cancel or change your order, contact us before 9:00 AM on your delivery day. Once your order is dispatched, changes and cancellations are no longer possible.
🍳 Questions?
We’re always happy to help!
Contact: help@rassoul.co.uk, Follow: @rassoul.kitchen
