At Caminito we pride ourselves in our customer service and we are absolutely always here to help you - especially in those times when there is an issue. We try our best to deliver a perfect product, but sometimes mistakes or problems are unavoidable, and all we can do is offer our support to find a suitable solution for you.

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DHL DELAYS

Our orders are sent out with protective packaging/ice packs that maintain the cold chain for up to 48hrs. We send our parcels with DHL Next Day delivery service, which means our parcels normally get to you within 12-24 hrs from when we pass them on to DHL. On rare occasions DHL will have delays and may deliver your parcel one day later. When this is the case, the empanadas should still be safe to consume. We recommend that you do get in touch and we will be able to advise further if this happens. In most cases the empanadas will still be safe to consume/freeze. 

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However, if there is a longer delay from DHL and the parcel arrives more than 48hrs from dispatch, then the empanadas would no longer be safe to consume. Our Alfajores and our Sauces would still be safe to consume. If a delay like this occurs, we will offer either a FULL REFUND or to send out your order again. We do monitor and track our parcels, so we will be in touch - but we do encourage you to contact us if you have experienced this type of delay. At that point, we will offer the full refund/new order and we will process this as soon as possible.

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MISSING ITEMS/ISSUES WITH ORDERS

We always pack orders carefully and with attention, but sometimes mistakes can happen. If there is a missing item in your order or there are any issues you find, please do not hesitate to get in touch (hola@caminitoempanadas.co.uk) or via our social media messaging. For missing items, we will refund those items (and a little bit extra as an apology). For other issues, we will always look to act fairly and find a suitable solution for you. 

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CANCELLED ORDERS

If you place an order and you need to suddenly cancel, you will be able to do so as long as it's before we have dispatched your order. We dispatch orders in the afternoon on the day before your order is scheduled to arrive. If you cancel in time, we will send over a full refund. If you do not cancel in time and your order has been dispatched, unfortunately there is nothing we would be able to do - so, please, if you need to cancel an order do so as soon as possible. 

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REFUND PROCESS

We process refunds as soon as you get in touch with us with any refundable issue. You will receive emails confirming the refund and, normally, the money takes between 5 to 7 working days to get back to your account.