General Policies - Customer Information

Terms & Conditions

Lusitaniapremium.com (the ‘website’) is owned and operated by Lusitania Gourmet Food, a Bahrain based retailer registered in the Kingdom of Bahrain with the company number 138920-01 Our registered office and flagship store is located at Al Liwan Mall – Hamala. More information on other Lusitania outlets across Bahrain and international locations can be found in our FAQs.

References to ‘Lusitania’, ‘we’, ‘us’ or ‘our’ are references to Lusitania Gourmet Food, another Lusitania company within our Group or to the relevant Brand Partner (where applicable).

By using the website or placing an order, you agree to be bound by these Terms and Conditions (the ‘terms’). We reserve the right to make changes to the terms at any time. Our new terms will be displayed on the website, and by continuing to use and access the website, you agree to be bound by any variation.

These terms are available in the English language only. Nothing in these terms will affect your statutory rights.

For any further information regarding these terms, please contact our Customer Service team.

Use of Website

 Access

You are provided access to the website for your personal and non-commercial use only. Any access to, or use of, this website will be in accordance with these terms. Please note that we may suspend your access to the website if you do not comply (or we reasonably believe that you are not complying) with these terms, any other terms or policies to which they refer, or any applicable laws.

You may not use the website or its contents to:

– download or modify the website under any circumstances;

– interfere with or disrupt any network connected to the website;

– gain unauthorised access to other computer systems owned by Lusitania

– for any purpose which is unlawful.

In addition, you may not, in relation to the website, use any:

– data mining, robots, or similar data-gathering and extraction tools;

– framing techniques to enclose the trademarks, logos and other proprietary images, text layouts and formats that we use on the website;

– meta tags or any other ‘hidden text’ that uses our name or trademarks

Using the website does not give you permission to link to it or to use any of the trademarks, designs, get-up and/or logos contained within it.

We do not represent or warrant that the material contained in the website, or any of the functions of the website and the server, will operate without interruption or delay or will be error-free, free from defects, viruses or bugs, or compatible with any other software or material. The website is provided ‘as is’. Accessing the website is entirely at your own risk.

Please note: if you choose to access the website from locations outside Bahrain you are responsible for compliance with local laws where applicable.

If you have any difficulties using the website, please contact our Customer Service team on 17272728 during store operating hours.

Ownership, Use and Intellectual Property Rights

This website and all intellectual property rights in it, including but not limited to any content, are owned by Lusitania Group. Intellectual property rights means rights such as copyright, trademarks, domain names, design rights, database rights, patents and all other intellectual property rights of any kind, whether or not they are registered or unregistered (anywhere in the world). We reserve all of our rights in any intellectual property in connection with these terms and conditions.

Nothing in these terms and conditions grants you any legal rights in the website other than as necessary to enable you to access the website. You agree not to adjust, circumvent or delete any notices contained on the website (including any intellectual property notices), or any digital rights or other security technology embedded or contained in the website.

Hyperlinks and Third-Party Sites

The website may contain hyperlinks or references to third-party websites other than the website. Any such hyperlinks or references are provided for your convenience only. We have no control over third-party websites and accept no legal responsibility for any content, material or information contained in them. The display of any hyperlink and reference to any third-party website does not mean that we endorse the third party’s website, products or services. Your use of a third-party website may be governed by the terms and conditions of that third-party website.

Online Orders – Eligibility to order

You must be over 18 years of age and:

– provide us with your real name, contact information and payment details when creating an order;

– provide us with a delivery address;

– possess a valid payment method that works on our website.

 Order Acceptance

All orders placed on the website are subject to acceptance in accordance with the following:

– You will be given the opportunity to confirm the details of your order, including your address and payment details, prior to completing your order.

– When you place an order, we will send you an acknowledgement email to let you know that we have received your order. This is not an order confirmation or acceptance.

– We will send you a confirmation email to confirm that your order has been dispatched for delivery. This is confirmation and acceptance of your order.

– Unless otherwise agreed, your order will be delivered within 30 days of confirmation of your order. Where we are unable to deliver your order within this period, we reserve the right to cancel your order.

– Once you press the ‘Pay Now’ button, you have given us permission to process your order as requested.
 

We may be unable, or refuse, to accept your order because:

– one or more products in your order are unavailable;

– we are unable to process payment for your order, or your chosen payment method has been refused;

– we have identified a pricing or product description error;

– your order fails to meet the requirements of local import restrictions or requirements at your delivery destination.

– you fail to meet our order eligibility criteria or have failed to comply with our terms.

If we are unable to accept your order, our Customer Service team will be in touch with you as soon as possible.

Prices, Payment and Charges

– Lusitania has subcontracted certain aspects of the website’s operation, including payment processing.

– We take care to ensure products are priced correctly on our website, but occasionally pricing errors may occur. If we have made an error in the price of a product that you have ordered, our Customer Service team will contact you. You will have the option to reconfirm your order at the correct price or cancel it. 

– Please note: prices for products on our website may change and offers may be withdrawn at any time. Offers and promotions may be available online only or in-store only. Please check the terms of the relevant offer.

– If you are viewing the website from Bahrain, the product prices advertised are inclusive of Bahrain VAT. Delivery costs are not included in the prices and will be charged in addition at checkout.

– Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the checkout process if import duties are included or if you need to pay them separately. If they are not included, we do not have any control over these charges and we cannot advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local Customs office for further information and a ‘landed cost estimate’ before placing your order.

– All credit and debit cards are subject to validation checks and authorisation by your card issuer. If the issuer of your payment card refuses to or does not, for any reason, authorise payment, we will not be liable for any delay or non-delivery.

– Should you choose to cancel or return products purchased in a promotion or at a discounted price, you will be refunded for the goods at the price charged at the Checkout. Please note: you are subject to our Returns Policy when returning products purchased in a promotion or at a discounted price.

Product Descriptions, Ingredients and Restrictions

– We do not guarantee that the product images you see on our website are an accurate representation; occasionally, colours may differ from the images shown on the website due to your computer/device screen resolution or settings. For further information on products prior to making a purchase with us, please contact our Customer Service team.

– All products are subject to availability at the point of purchase. Once a product is sold out, it will be taken off the website and may not be available again. If any products you order are out of stock, we will contact you so that you can cancel the whole or part of your order.

– Substitutions will only be made with your prior consent, with the exception of hampers. If a replacement product has a higher price, you will be liable to pay for the difference in price. If we are unable to contact you, we may cancel the whole order, or cancel the relevant parts and proceed with the transaction.

– We cannot be held liable for any allergic reactions in relation to the use or consumption of products. For specific information about ingredients and allergies in any of our food products, please refer to the specific product page or contact our Customer Service team.

– You must be over the age of 18 to purchase products from our website.

Delivery Carriers and Time

Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners .

The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 30 days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay. Please note: there may be occasional delays with delivery due to busier periods such as the Sale or Rewards promotional weekends. In such instances, our Customer Service team can advise you further on the expected delivery date for your order.

In certain circumstances, our delivery partner may offer alternative delivery options, including provides the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible or liable for any loss or damage that may result from this service.

Nominated Day Delivery

This service is only available on products purchased on our website.

The nominated delivery day will be stated in your order confirmation email. 
On occasion, we may experience delivery delays for reasons beyond our control. In those instances, our Customer Service team will contact you as soon as possible.
Orders must be placed before 3pm to arrive the next day using our nominated day delivery service.
Please note: product exclusions apply including but not limited to third party companies and our brand partners.

Proof of ID

For some orders, products may require proof of ID upon delivery.

Delivery Carriers and Time

Deliveries will be carried out by third-party couriers. By placing an order on the website, you agree to the conditions of carriage of our delivery partners.

The estimated delivery date of the products will be stated in your order confirmation email. If you do not receive an estimated delivery date from us, we will deliver the order within 30 days after the date of dispatch. We will try to ensure that your order is delivered by the estimated delivery date; however, there may be circumstances where delivery is delayed because of events beyond our reasonable control. If this happens, we will try and arrange for your products to be delivered as soon as possible; however, we will not be liable for any losses caused as a result of such delay. Please note: there may be occasional delays with delivery due to busier periods such as the Sale or Rewards promotional weekends. In such instances, our Customer Service team can advise you further on the expected delivery date for your order.

In certain circumstances, our delivery partner may offer alternative delivery options, including provides the following options: signature release – opting out of the requirement to provide a signature on delivery; and/or leave with neighbour – redirecting the delivery to a neighbour (‘On Demand Delivery Service’). By selecting to receive your order via one of these options the On Demand Delivery Service, you acknowledge and agree that we are neither responsible or liable for any loss or damage that may result from this service.

Nominated Day Delivery

This service is only available on products purchased on our website.

The nominated delivery day will be stated in your order confirmation email. 
On occasion, we may experience delivery delays for reasons beyond our control. In those instances, our Customer Service team will contact you as soon as possible.
Orders must be placed before 3pm to arrive the next day using our nominated day delivery service.
Please note: product exclusions apply including but not limited to third party companies and our brand partners. 

Delivery Restrictions

Please note: we are unable to deliver certain products outside of the Kingdom of Bahrain . These restrictions are subject to change dependent on a number of factors, including local import restrictions. Please note: information on delivery restrictions is also shown on individual product pages. We can only deliver to one shipping address per order, including hamper orders.

Delivery Taxes & Duties

Depending on your delivery address, different taxation rules and additional charges may apply. If you are shipping items internationally, you may need to pay import duties upon receipt of the products. We will notify you during the check-out process if import duties are included. Unfortunately, we have no control over these charges and we cannot advise on their amount. The payment of any such import duties or taxes is your responsibility. Before placing your order, please contact your local Customs office for further information and a ‘landed cost estimate’. Lusitania not responsible for items confiscated or delayed by local Customs authorities.

Your purchase may be subject to sales or use tax, unless your product is exempt from taxation.

It is your responsibility to comply with all requirements imposed by the local Customs authority in relation to your order. This may include the provision of identification information in order to receive your order. Before placing an order, we recommend that you make yourself aware of local import duties or other requirements. We will not be liable or responsible if you breach any such laws.

Certain countries may also require other certification or information for your order to be delivered, which may delay your delivery (by approximately seven days on top of the destination’s standard delivery time). Please note: if we are unable to obtain the relevant documentation required for your delivery, we may need to cancel your order.

 Returns Process

We offer a full refund (excluding delivery costs) on items (exluding perishable items and gift baskets) returned to us within 14 days of the delivery date.

For Click and Collect orders, you can also return your unwanted items to any Click and Collect location.

Please see our FAQs for further information.

Order Cancellation

You are entitled to cancel your order within 14 days of receipt. Please note: your right to cancel does not apply to products listed in Non-Returnable Products.

Once the products are returned to us, you will receive a full refund, excluding the original delivery costs. You will be liable to arrange and cover the full cost of returning the order to us.

To exercise this right, please contact our Customer Service team. Please ensure that you state clearly that you wish to cancel, providing your order number, your contact details and details of the products you wish to cancel.

If an order has already been dispatched for delivery, please wait until you have received your order before exercising your return rights.

Refunds of Shipping and Duties

While we offer free returns for all orders, the original delivery cost won’t be included in your refund. Please note: if you return an item, the taxes and import duties will be refunded to you if they were originally included in the purchase price. If they were not included, you will be responsible for reclaiming duty directly from your local Customs office.

Lusitania Returns Policy

In addition to your statutory rights, Lusitania offers the following rights of return:

Unwanted products may be returned for a refund or exchange if they are returned unused and in their original condition. Please note: the removal of labels & tags will be taken as evidence of a product’s use by you; the product cannot be returned in these circumstances.

Refunds will be provided against the original receipt.

If through your handling the products have decreased in value, we may deduct the amount of such loss from the amount reimbursed to you.

Refunds and exchanges on purchases made on an event day or with other promotional discount will be calculated at the reduced price. Where a complimentary gift has been issued with a purchase, the gift must also be returned.

Returns must be made within 14 days with proof of purchase. Returns are subject to the exclusions and restrictions listed below (please see ‘Non-Returnable Products’ below). If you need to return large or heavy items, please contact our Customer Service team.

Purchases made during our Christmas or Summer Sale periods may be subject to different returns policies.

Please contact our Customer Service team to arrange a return for a product purchased in one of our stores.

If you believe your products are faulty, please contact our Customer Service team.

This policy may be changed from time to time at our discretion.

Non-Returnable Products

The following products cannot be returned:

– Products that are personalised, bespoke, altered or otherwise made to your specification

– Perishable goods (including food and beverages, and some hampers)

– Beauty products & fragrances

– Any other products designated as non-refundable at the time of purchase

Refunds and exchanges will not be permitted for purchases made in-store on Sale purchases after the last day of the applicable Sale.

Hampers – General Information

– All hampers, including those from our Christmas range, are itemised and described in detail on the website.

– All items shown are subject to availability. If, due to unforeseen circumstances, an item in a hamper or gift box needs replacing, the substitution will be of equal or greater value. Packaging presentation may vary; please check the product pages for details.

– Props such as glassware, cutlery and decorative accessories used for photographic purposes are not included unless otherwise stated. Some packaging may vary to that shown in the picture. All hampers are fully itemised and fairly described on the website and in the catalogue, so please read the contents lists carefully. Please note: ribbons and packing are not included.

– All hampers are non-returnable and non-refundable. 

– We are not responsible for faults or damage caused by storage of the hamper. Please follow the care guidelines enclosed within your hamper to best preserve products included.

Our Liability

We are responsible to you for foreseeable loss and damage caused by us. If we fail to comply with these terms, we are responsible for loss or damage you suffer that is a foreseeable result of our breaking this contract or our failing to use reasonable care and skill. Loss or damage is foreseeable if either it is obvious that it will happen or if, at the time the contract was made, both we and you knew it might happen: for example, if you discussed it with us during the sales process.

– We do not exclude or limit in any way our liability to you where it would be unlawful to do so. This includes liability for personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misrepresentation; and for breach of your legal rights in relation to the products.

– We are not liable for business losses. We only supply the products for domestic and private use. If you use the products for any commercial, business or resale purpose, we will have no liability to you for any loss of profit, loss of business, business interruption or loss of business opportunity.

How we may use your personal information. We will only use your personal information as set out in our Privacy Policy.

Nobody else has any rights under this contract. This contract is between you and us. No other person shall have any rights to enforce any of its terms.

These terms are governed by Bahrain law and legal proceedings should be brought to the appropriate courts. You can bring legal proceedings in respect of the products in the Bahrain courts.


COVID-19 SECURE RISK ASSESSMENT

This risk assessment covers all activities and workplace practices that are continuing during the Pandemic.

The Company follows the Government guidance and the “Responding to the Bahrain Government’s COVID-19 Recovery Strategy”

In the context of COVID-19 Lusitania has worked through the following steps in order:

In every workplace, increasing the frequency of handwashing and surface cleaning.

The Company has enabled working from home as a first option. Where working from home is not possible, the Company has made every effort to comply with the social distancing guidelines set out by the government (keeping people 2m apart wherever possible).

Where the social distancing guidelines cannot be followed in full, in relation to a particular activity, the Company has considered whether that activity needs to continue for the business to operate, and has taken all the mitigating actions possible to reduce the risk of transmission between their staff.

Have paid regard to whether the people doing the work are especially vulnerable to COVID-19.

Further mitigating actions details are included in the sections below.

Social Distancing

Information & Signage

Frequent Hand Washing

Cleaning and Hygiene

Limiting Store capacity numbers

Security & Privacy Policy

Lusitania respects your privacy and your desire to understand how your information will be handled and used. This Privacy Policy explains how we collect, use and store your information. Using your information in a way that you are comfortable with and keeping your information secure is an integral part of the luxury retail experience we aim to provide. Lusitania will ensure that all information-protection and customer-legislation standards are met when handling any of your personal information.

This Cookies Policy explains how cookies and similar technologies are used when you receive emails, visit the Lusitania website.

Our website and Lusitania emails may contain cookies, pixel tags and tracking technologies that are used to enhance and personalise your experience. 

Cookies are small text files that are stored within your internet browser by the websites that you visit. In a similar way to many other websites, Lusitania uses cookies to understand more about your visit and help us to enhance your experience.

Cookies are used for various aspects of functionality such as keeping track of the items in your shopping bag, learning more about how you arrived at our website and to store your preferences so you don’t have to enter them each time you visit.