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FAQ and Answers

Wing Yip

1. Who are Wing Yip?

• Wing Yip are the leading supplier of authentic Chinese and Oriental food and ingredients based in the United Kingdom. Our four stores in Birmingham, Croydon, Cricklewood and Manchester have served the public and the Chinese community including Chinese restaurants and takeaways since 1970.

• We receive regular requests for our products from all over the United Kingdom and abroad. Our online store has been created to meet this growing demand allowing you to purchase authentic products and have these delivered directly to your door. Our Recipe Library gives you the opportunity to prepare and cook an authentic meal with the ingredients from our store pre-selected for your convenience. Simply add fresh ingredients such as chicken or vegetables, salt or pepper from your own kitchen.

• Wing Yip Stores for information about our stores, location maps and opening hours.

Shopping Back to top

4. Do I need to Register in order to shop?

• You do not need to register in order to shop with us.

• Browse the product categories or use Search . You can search by product name, type or product code. If you Register , your Order History will be available each time you Log In and you can add previous purchases to your trolley without the need to scour the shelves again.

• We provide a range of useful information from use, size, ingredients to where the product comes from. All information is provided in good faith, errors and omissions excepted.
  

• We appreciate that your final goal is a fine meal not a well-stocked larder. Chef Lin has prepared a number of popular and easy to follow recipes using the products you can find in our online store. The ingredients for each dish are pre-selected and can be added to your shopping cart with one easy click or you can choose from the selection. Chef Lin will be adding to the Recipe Library over time and if you wish to be notified of any new recipes, you may wish to Subscribe to our Newsletter.

• You can browse the Recipe Library which is sorted into categories or use Search by entering the name of the recipe you wish to find.

• Your cart contains a list of the products you have selected during a shopping trip. Just like a real cart, you can add or remove items at any time prior to checkout. You can also adjust the quantity of a product without having to revisit the shelves.

• This useful facility is only available if you Register . Log In to view a list of previous purchases and add selected products to your trolley without the need to scour the shelves again. Your Order History is automatically updated to remove products which are no longer available or to show any changes in the product's price.

• Checkout is a simple procedure to obtain invoicing and delivery details once you have finished shopping as well as to authorise payment.

• Following checkout, we will send you an automated e-mail to confirm receipt of your order. At this stage we are not confirming acceptance of your order, just that we have received it. A second e-mail to confirm acceptance of your order will be sent which will include delivery details and confirmation of payment.

• Every order is given a unique Order Reference Number. This number can be found in the e-mails confirming receipt and acceptance of your order. Please quote this number in any correspondence.

• You can specify a message to accompany the gift. We regret that we cannot split one order into different delivery addresses. Please order gifts separately from your own shopping.

• You can buy from overseas however delivery must be made to an address in the United Kingdom. Deliveries overseas may be available by special arrangement. Please Contact Us or proceed to Checkout. Our system will identify an overseas delivery address and your order will be referred to us automatically for a response by e–mail. You should bear in mind that there may be an additional delivery charge for overseas deliveries.

• Contact Us if you wish to suggest products for our online store. Or visit one of the Wing Yip Stores where a vast range of goods including frozen and fresh produce are available.

We recommend using the following:

• Windows version 9x/XP/NT/200? Internet Explorer 5.5 and 6 (PC), Netscape(Mozilla) 6 and 7 (PC, Mac, Linux), Firefox 1.0 (PC, Mac, Linux)
• Macintosh version OSx/OS Internet Explorer 5.0 +

If you are experiencing problems using the site with alternative OS's and browsers, we would like to hear from you in order to pass your comments onto our Support Team for evaluation. Please click here

Privacy Policy Back to top

18. What is your Privacy Policy?

• Please click here to view.

Delivery and Despatch Back to top

19. How much is your delivery charge?

• Our standard delivery charge is £5.99 per order to most parts of mainland United Kingdom based upon a package (including packing and box) weighing less than 25 kg. The standard delivery time is 2-3 working days. The actual delivery charge will depend upon the value and weight of your order and the type of delivery service you choose such as a next working day delivery. Your actual delivery charge will be shown during Checkout. By proceeding through the Checkout you are agreeing to the delivery charge calculated at the Checkout.

• Your order will be despatched after we have confirmed acceptance of your order and received payment.

• Your order will be delivered by a national delivery company to the UK address specified in your order, a signature will be required before the goods will be handed over. Please note that for security reasons, certain education establishments restrict the areas on campus that a multi-drop carrier may deliver to. In these cases they will deliver to the campus post room.

• Standard delivery is 2-3 working days. We offer a range of delivery options depending upon the postcode of the delivery address. Please Check your Postcode to view available delivery options to your destination. While we make every effort to deliver the goods by the date stated we cannot guarantee delivery on any particular day.

• The cost of any packaging is included in your delivery charge.

• Your delivery charge is shown during Checkout. The only additional charges may be a re-delivery charge for the return of the goods to us if, for example, you choose to cancel your order or part of your order, or if you request delivery to an overseas address.

• Apart from a Saturday option which may be available depending upon your postcode, we are not able to deliver on weekends or Bank Holidays.

• We can deliver to a different address to that registered with your credit or debit card for example, if you are sending a gift.

• We provide despatch details and the expected delivery date by e-mail. We suggest that you print a copy of this email and the Order Reference Number for your future reference as you will not be able to check the orders 'live' status on-line.

• Our carrier will only deliver against the signature of somebody (over the age of 18) at the delivery address. If no-one is present, our delivery company will leave a card inviting you to contact their nearest depot to arrange another delivery, or you may even collect the package from this depot.

• Our carrier will only deliver against the signature of somebody over 18 within the delivery address. The signature is our and your proof of delivery.

• Please Contact Us and quote your Order Reference Number. We will check with our carrier and provide you with an update.

• We do not deliver overseas as a part of our normal practice. Deliveries overseas may be available by special arrangement, although there may be an additional charge for this.

Payment Back to top

32. Is there a minimum or maximum order value?

• There is no minimum or maximum order value.

• You may pay for your order with the following credit or debit cards:

34. When do I pay for my order?

• During Checkout, you authorise payment for your order. Payment is taken when we accept your order.

• We regret that we are unable to accept payment by cash, cheque or postal orders.

• Our Secure Payment System is provided by HSBC and buying online from Wing Yip is safe and secure. It is also simple and convenient.

Amending and Cancelling Orders Back to top

37.Can I amend my order?

• You may amend an order prior to despatch subject to our acceptance of the change. You cannot amend a submitted order on-line. To amend your order Contact Us prior to despatch.

38. Can I cancel my order or part of an order?

• You may cancel an order in certain circumstances. These are set out in Returns and Refunds and our Terms and Conditions.
  

39. Is there a cancellation charge?

• You will be responsible for any delivery and re-delivery charges depending upon the circumstances. These are set our in Returns and Refunds and our Terms and Conditions.

Returns and Refunds Back to top

40. What is your returns policy?

• Please view Returns and Refunds and our Terms and Conditions. These do not affect your statutory rights.

• You must notify us within 7 days of receipt of the goods and provide a digital photo if possible. In the case of perishable items, you must notify us as soon as possible after receipt. We will provide you with instructions for dealing with the goods and the procedure to be followed.

• Please view Returns and Refunds and our Terms and Conditions.

• Before making a return, we will provide you with a unique Returns Authorisation Number. We do not accept returns without a Returns Authorisation Number.

• We regret that returns cannot be made to one of our stores. Returns can only be made with a Returns Authorisation Number and may only be returned through our nominated carrier.

• In the event that a refund is to be made in accordance with our Terms and Conditions, we will confirm the amount to be refunded and the refund will be made through HSBC by crediting your credit or debit card with the relevant amount within 30 days.

Registering and Logging In Back to top

46. What are the benefits of Registering?

• Registering enables you to view your previous Order History and to add regular or favourite items to your trolley without having to browse the shelves again. Registering also enables you to complete the checkout procedure more quickly as your details will be automatically completed saving you from typing your details every time you shop.

• Click Register which can be found at the top of your screen and follow the instructions. You will be asked to choose a password.

• Your details are not shared with third parties. We will send you Newsletters from time to time however you may choose not to receive these. To unsubscribe from the Newsletters please Contact Us.

• Click Log In which can be found on the menu at the top of your screen and follow the instructions. This will give you access to My Account which contains your records.

• You can update your details when you log in or from My Account which can be found at the top of your screen after logging in.

• You can change your password when you log in or from My Account. Your new password will be required the next time you log in.

• You do not have to re-register. Just select Password Reminder from the Log In page. You must use the same e-mail address which was used to register with.

Newsletter Back to top

• Contact Us and choose Subscribe as the heading.

• Contact Us and choose Unsubscribe as the heading. You must use the same e-mail address you used to subscribe with.

E-Cards Back to top>

• An E-Card is an electronic greeting card generated by our site. You provide us with your details and the recipient's details. We e-mail the recipient to advise them that you have sent them a card and a link to the card is included. Try sending one now!

Contacting Us Back to top

• Click Contact Us which can be found in Customer Assistance.

• If you have a complaint, Contact Us with details of your complaint and our Mail Order Manager will look into the complaint. If you are not satisfied with the handling of your complaint, contact the Managing Director with details of your complaint and the Managing Director will try to resolve your complaint.

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