Delivery Policy

We aim to deliver all orders within the delivery timeframe or slot selected at checkout. However, delivery times may vary due to factors outside our control, including weather conditions, traffic, courier delays, and product availability. We will make reasonable efforts to inform you if there are any significant delays affecting your order.

Local Delivery

Orders placed with shops that offer local delivery through Halalo or their own delivery teams are normally delivered within the delivery slot selected at checkout.

Our local deliveries are usually scheduled within the following time windows:

• Afternoon delivery: 11:00 am to 5:00 pm
• Evening delivery: 5:00 pm to 12:00 midnight

Orders placed on a given day are normally delivered within the selected slot, unless the slot is booked for same day or next day delivery.

Nationwide Delivery

For nationwide courier deliveries, orders are typically shipped and delivered the next working day after dispatch. However, delivery may occasionally take up to two working days depending on:

• Courier performance
• Weather conditions
• Operational delays within the courier network

Customers will normally receive tracking information once the order has been dispatched.

eSeller Delivery

Some sellers (eSellers) manage their own delivery and courier arrangements. In these cases, delivery times are dependent on the courier service used by the seller, and the delivery timeframe may vary accordingly.

Customers are encouraged to check the seller’s shop page for specific delivery information.

International or Overseas Shipments

In certain cases, products may be shipped from outside the United Kingdom. When this applies, delivery times may be longer than standard UK delivery timeframes, depending on:

• International shipping times
• Customs clearance procedures
• Courier services used

Where applicable, customers will be informed of extended delivery estimates before dispatch.

Halalo provides several delivery methods depending on the type of seller, delivery location, and the nature of the products ordered.

Halalo Standard Local Delivery

Our primary delivery method is Halalo Standard Delivery, fulfilled using our refrigerated delivery vans for fresh, chilled, and frozen products.

Customers select their preferred delivery slot at checkout, subject to availability. Delivery slots may be available for same day or next day delivery, and customers may also schedule deliveries in advance, depending on location and slot availability.

Where an order includes items from multiple shops within the same delivery area using Halalo Standard Delivery, the delivery fee is normally charged once for the combined order.

Nationwide Delivery (UK)

Halalo offers nationwide courier delivery across most areas of Great Britain. Orders are typically delivered the next working day after dispatch, although delivery may occasionally take up to two working days depending on courier performance, weather conditions, or operational delays.

Customers will normally receive tracking information once their order has been dispatched.

eSeller Delivery

Some sellers on the platform operate as eSellers and manage their own delivery or courier services.

Delivery times for these orders generally range from 2 to 3 days, but may vary depending on the courier company and other operational factors. Delivery fees and delivery details can be viewed on the seller’s shop page.

If an order includes items from both a local shop and an eSeller, delivery will be processed separately and charged individually at checkout.

EU Delivery

Selected non perishable products may be shipped to European Union destinations. Delivery for these orders normally takes 3 to 5 working days, depending on the destination country, courier services, and customs procedures.

Please note that perishable items such as fresh, chilled, or frozen products are not eligible for EU delivery.

Halalo Club

Customers who join Halalo Club may benefit from discounted delivery fees, priority delivery slots, exclusive promotions, loyalty points, and occasional gifts during special occasions.

Halalo reserves the right to restrict or refuse deliveries to certain areas, addresses, or countries where delivery may not be possible due to legal, regulatory, or logistical limitations.

We may also refuse delivery in the following circumstances:

• Where an address is considered unsafe or inaccessible for delivery drivers or couriers
• Where we suspect fraudulent activity or misuse of the platform
• Where delivery is not supported by our logistics partners or courier networks

In addition, certain products may be restricted from delivery due to safety or regulatory requirements. These may include items such as flammable, hazardous, or otherwise restricted goods.

For full details regarding delivery limitations and product restrictions, please refer to our Terms of Service.

If a delivery restriction applies to your account, delivery address, or selected products, we will notify you as soon as possible and any affected items will be refunded in accordance with our refund policy.

Once your order has been successfully placed, you will receive an order confirmation notification by email and/or SMS confirming the details of your purchase.

When your order is dispatched, we will send a notification with the estimated time of arrival (ETA) where applicable. These notifications may be sent by email and/or SMS depending on the contact details provided and the delivery method used. Tracking information will be included where available.

Customers can also track the status of their orders through their Halalo account. To do this:

1. Log in to your account
2. Go to Track My Order
3. View the current status of your order and delivery progress

For nationwide courier deliveries, customers will normally receive a separate tracking notification by email and/or SMS directly from the courier company, allowing them to track their parcel through the courier’s tracking system.

For orders fulfilled by eSellers, tracking notifications are typically sent by email and/or SMS from the courier used by the seller, and tracking availability may depend on the courier service selected.

This tracking system helps ensure that customers are kept informed about the progress of their order until it is delivered.

Under UK consumer law, customers may have the right to cancel certain online purchases within 14 days of receiving the goods, in accordance with the Consumer Contracts Regulations 2013.

For non perishable items, customers may request a return within 14 days of delivery, provided that the item is:

• Unused
• Unopened
• In its original packaging
• In the same condition in which it was received

Once the returned item has been received and verified by the seller, the purchase price of the product will be refunded.

Please note that:

• Original delivery fees are not refundable, unless the item was faulty, damaged, incorrect, or not delivered as agreed.
• In cases where the return is due to change of mind, the customer may be responsible for return shipping costs.
• If the item is faulty, damaged, incorrect, or not as described, the seller may be responsible for the return cost and the delivery fee may also be refunded.

Due to their nature, perishable goods such as fresh, chilled, or frozen food items are generally exempt from the 14 day cancellation right, unless the items are faulty or not as described.

As Halalo operates as a marketplace platform, return terms may vary depending on the seller, product type, and delivery service used.

For full details, please refer to our Returns & Refund Policy, which outlines the applicable procedures and conditions.

Halalo aims to provide a reliable and efficient delivery service. However, delivery times and services may occasionally be affected by factors outside our reasonable control, including weather conditions, traffic, courier network disruptions, or operational delays.

To the extent permitted by law, Halalo shall not be liable for any losses, damages, or expenses arising from late or failed delivery, except where such losses result from our negligence or breach of statutory obligations.

Halalo will not be responsible for indirect, incidental, or consequential losses, including loss of business, loss of profits, or other economic losses arising from the use of our delivery services.

Nothing in this policy limits or excludes liability where it would be unlawful to do so under UK law, including liability for death or personal injury caused by negligence.

Marketplace Delivery Responsibility

Halalo operates a marketplace platform connecting customers with independent sellers. While Halalo provides delivery services in certain areas using its own fleet of refrigerated vans, some sellers on the platform may choose to fulfil orders using their own delivery arrangements or third party courier services.

In such cases, delivery services are managed by the seller or their chosen courier provider, and Halalo may have limited control over the delivery process.

Dispute Resolution

If an issue arises with an order supplied by a seller, customers are encouraged to contact the seller directly through their Halalo account or the message centre to resolve the matter.

If the issue cannot be resolved between the customer and the seller within 14 working days, Halalo may review the case and assist in facilitating a resolution where appropriate.

Halalo is committed to ensuring a fair and transparent experience for both customers and sellers and will make reasonable efforts to support the resolution of disputes in a timely manner.

If you have any questions about our delivery policy, please contact our customer support team through the Contact Us page.

Halalo takes the sale and delivery of age-restricted items seriously and we are committed to complying with all applicable UK laws and regulations. In order to ensure that these items are not sold to individuals who are not of legal age to purchase them, we may ask customers to provide proof of age upon delivery.

Examples of age-restricted items include tobacco products, e-cigarettes,  knives, scissors, or any other sharp items, this may also include all over-the-counter medicines which cannot be administered to certain ages, such as pain killers. If a customer orders an age-restricted item from Halalo, we will require that they show valid identification that confirms they are of legal age to purchase the item. We accept a valid UK driving license, passport, or other government-issued ID as proof of age.

If a customer is unable or unwilling to provide proof of age, we reserve the right to refuse delivery of the age-restricted item. Additionally, if our delivery driver suspects that the customer is underage or attempting to purchase an age-restricted item for someone who is underage, we reserve the right to refuse delivery.

It is important to note that some sellers on our marketplace, such as eSellers, may fulfil their own orders and may have their own policies regarding age-restricted items. In such cases, Halalo will not be held liable for any delivery practices that happen outside of our own controlled delivery service. Halalo would like to remind our customers that any age-restricted items that are delivered directly by our independent sellers will not be the responsibility of Halalo. 

While we do our best to ensure that all sellers on our platform comply with UK laws and regulations, we are not able to fully control their sales and deliveries. Therefore, we advise our customers to check the details of their purchase and the seller's information carefully before making a purchase. In the event that an age-restricted item is delivered by an independent seller, any issues or concerns related to the sale or delivery of such items should be raised directly with the seller. 

Thank you for your cooperation and helping us to maintain compliance with UK laws and regulations regarding age-restricted items.

We understand that delivering perishable items such as food and flowers requires special care and attention to ensure that they reach you in the best possible condition. As such, we have implemented specific procedures to ensure that these items are delivered in a timely and efficient manner.

All perishable items will be packaged appropriately to maintain their freshness during transit. Our delivery team is trained to handle these items with care and to deliver them within the specified timeframe to avoid any spoilage or damage.

It is important to note that customers must be available to receive perishable items upon delivery. If no one is available to receive the items, our delivery team/driver will leave a notice and attempt to contact the customer to reschedule the delivery. However, we cannot guarantee the condition of perishable items if they are not received on the first delivery attempt.

In addition, some perishable items may have specific delivery requirements such as refrigeration. In such cases, our delivery team will make every effort to ensure that the items are delivered in appropriate conditions.

Please note that perishable items are non-returnable and non-refundable once delivered, except in cases where they are defective or do not meet our quality standards.

Lastly, we would like to remind customers that it is their responsibility to ensure that they are available to receive perishable items upon delivery and that they are stored appropriately to maintain their freshness.

At halalo.co.uk, we use our own branded and refrigerated vans to ensure that all customer deliveries are made in a timely and efficient manner. Our vans are equipped with the latest technology and equipment to keep your orders fresh and in optimal condition during transit. By using our vans, you can rest assured that your orders will be delivered on time and with the utmost care. In addition, our vans are fully branded, which means that customers can easily recognise and trust us for their future deliveries. We take pride in the quality of our service, and using our own delivery vans is just one way we can ensure that our customers receive the best possible experience when shopping with us.

Locate your nearest halal supermarket to see if you can take advantage of our online shopping and delivery service. If your local halal shop is not yet subscribed, don’t worry, Halalo will endeavour to subscribe your shops of choice. Be positive and vote your favourite halal supermarket now. Don’t forget to subscribe to our halalo club to enjoy our special offers, voucher, and discounts applications and many more. 

For more information and questions about our home delivery service, please check the Frequently Asked Questions FAQ. Halalo Team wishes you a fabulous shopping experience.

Forgot to add an item to your Halalo shopping trolley? No problem, you can add items to your trolley even after having made your order, up until 24 hours of the selected time slot for delivery to your home. This simply means, no more worries about going back to the store for a missing item or to change it.

Whether you are topping up your shopping, or fulfilling your weekly shopping, you will face the same crowd every time. Shopping online at halalo.co.uk will allow you to shop from your favourite shops while enjoying a world class shopping experience from the dining room table, the comfort of your sofa or your office, without navigating crowded isles and lengthy checkout lines. Free up your precious time to do more of the things you love.

Whether that is early morning or in the afternoon, doing your online shopping on halalo will allow you to browse your favourite shops and their isles when it is most convenient for you. However, you will need to be present when your order is delivered. You can choose a delivery time slot that is most convenient for you and in advance.

Choosing to shop online for your Halal and cultural groceries with home delivery service, from one place, means you can avoid putting extra miles on your car and save on petrol and parking extra charges and certainly avoid the trap of expensive car penalty tickets. While these savings may seem insignificant, over the course of the year, they will certainly add up. Tesco always claims that “Every little helps”

Buying in bulk is a great way to cut on grocery costs. Halalo will help you buying in bulks without having to worry about taking up extra cart space, lifting heavy shopping or navigate the weight of bulky packages.

We will deliver your order to the selected address on your Checkout. Please note that our delivery prices vary according to the value of your order and whether you are a Halalo club member or not. We usually deliver next day unless you booked an earlier or a later delivery slot. We collect your shopping from your favourite shop, and deliver to you within 4-6 hours from collection, using our refrigerated vans.