Customer Care
At Camelēr Spice Co., we’re passionate about ensuring that every customer has an exceptional experience with our products and services. We believe in quality, transparency, and sustainability. Below, you’ll find everything you need to know about our guarantees, returns process, feedback mechanisms, and sustainability programs. We're here to support you and make sure your experience is nothing short of excellent.
Product Guarantees & Returns Process
We take pride in the quality of our spices. If you're not completely satisfied with your purchase, our simple returns process ensures that any issues are resolved quickly and efficiently.
Our Guarantee:
We stand behind our products. If any product doesn’t meet your expectations, we offer a full refund or replacement within 14 days of purchase.
How to Return a Product:
Returning a product is easy as outlined in our Returns Page.
1. Step 1: Ensure the product is in its original condition.
2. Step 2: Contact us at returns@camelerspiceco.com to initiate the return.
3. Step 3: Send the product back to us:
Camelēr Spice Co. Returns
7 Norfolk Court
Hagley Road
Birmingham
B16 9LY
United Kingdom
4. Step 4: Once we receive the product, we will process your refund or send a replacement.
Returns for Opened Products:
If you’ve opened the product and aren’t satisfied, reach out to us at returns@camelerspiceco.com. We’ll work with you to resolve the issue, even for opened items.
Shipping Costs for Returns:
We cover return shipping costs for defective or damaged items. For other returns, customers are responsible for shipping fees.
Frequently Asked Questions (FAQ):
For quick answers to common questions, visit our FAQ page. Here are some of the top questions we receive:
- How do I store my spices?
- What is the shelf life of your products?
- Can I return an opened product?
For more details, check out our FAQ page.
Feedback & Complaints Handling
Your feedback is incredibly important to us. Whether you have suggestions, complaints, or just want to let us know what you love, we’re here to listen. Our Complaints Handling Procedure ensures that all issues are addressed in a timely and professional manner. Every complaint is logged and tracked, and we aim to resolve all issues within 14 days.
How to Provide Feedback or Make a Complaint:
- Email us at wecare@camelerspiceco.com.
- Leave a review on Google, Amazon, or our website.
- Share feedback in person at our farmers markets.
We review all feedback and complaints thoroughly and work to resolve any issues promptly.
Customer Satisfaction, Monitoring & Impact
To ensure we maintain high levels of satisfaction, we follow the Customer Satisfaction Assessment and Improvement Policy. We regularly assess customer feedback through surveys, reviews, and in-person interactions at farmers markets. We use this data to set measurable goals for improvement and act on feedback to enhance both our product offerings and customer experience.
We actively monitor customer satisfaction through a variety of platforms, including:
- Google and Amazon reviews.
- Direct feedback at our farmers market stalls.
We also conduct surveys, such as the Survey on Environmental Impact of Camelēr Spice Co.'s Products, to better understand how our customers feel about the environmental and social impact of our products. All feedback is used to improve our products and services.
Furthermore, at Camelēr Spice Co., we continually assess the impact and value our products bring to customers. Through our Customer Impact and Value Management Policy, we track the long-term benefits of our products, focusing on both environmental and social outcomes. This policy ensures that we monitor customer satisfaction not only through feedback but also through the tangible impact our spices and practices have on lives, well-being, and the environment.
Customer Testing & Feedback Incorporation
At Camelēr Spice Co., your feedback is invaluable to us, and we actively use it to improve our products. Through our Customer Testing and Feedback Incorporation Policy, we ensure that customer insights play a key role in product development and enhancements.
Here’s how we incorporate your feedback:
- Pilot Testing & Focus Groups: Before launching a new product, we conduct testing with select customers to gather feedback on flavour, quality, cultural significance and overall satisfaction.
- Surveys & Questionnaires: We regularly send surveys and questionnaires to gather detailed feedback on product performance and customer experience.
- Online Reviews & In-Person Feedback: We monitor online reviews and engage with customers directly at farmers' markets, allowing us to quickly address any concerns and incorporate suggestions.
Recycling & Reclamation Program
We’re committed to reducing waste and promoting sustainability through our Reclamation Program. Send back your empty spice jars for recycling or reuse, and receive a 20% discount on your next purchase as a thank you once you fill the form here.
How to Participate:
1. Clean and pack your empty jars.
2. Send them to:
Camelēr Spice Co. Reclamation Program
7 Norfolk Court
Hagley Road
Birmingham
B16 9LY
United Kingdom
3. Fill out the form and email us at: wecare@camelerspiceco.com to receive a 20% discount code via email for your next purchase.
This program is part of our sustainability mission to reduce waste and promote responsible packaging.
Award-Winning Quality
We’re proud to hold prestigious certifications that reflect our commitment to quality. Camelēr Spice Co. has been awarded the Great Taste Award and the Quality Food Award, ensuring that each jar you receive meets the highest standards of taste, quality, and sustainability. Look for these logos on our product packaging as a symbol of excellence.
Heritage, Community, and Diversity Partnerships
At Camelēr Spice Co., we are deeply committed to preserving cultural heritage and supporting diverse communities through our carefully crafted spice blends. We work with trusted suppliers, women-owned businesses, and communities practicing sustainable and regenerative farming, ensuring that every ingredient we use respects centuries-old traditions.
To ensure the purity of our spices, we implement rigorous sourcing and quality control measures. We collaborate with suppliers who adhere to high standards of sustainability, and each batch undergoes thorough third-party testing, including advanced techniques like spectroscopy. Spectroscopy allows us to identify the unique "chemical fingerprints" of each spice, detecting even the smallest impurities, adulterants, or contaminants like pesticides or allergens. This ensures that our products are free from contamination and guarantees their authenticity. Additionally, spectroscopy helps us maintain consistency in flavour and quality across batches by monitoring the presence and concentration of essential compounds. By employing this advanced technology, we safeguard the health benefits and integrity of our spices, delivering products that are pure, full of flavour, and rooted in tradition. For more information on this check out our Collaborations page.
At Camelēr Spice Co., we understand that our stakeholders—customers, suppliers, employees, and community partners—play a critical role in our success. Through our Stakeholder Engagement Policy, we actively engage with all relevant stakeholders to ensure that their feedback, needs, and values are integrated into our business operations and decision-making processes. This approach helps us foster transparent communication, support sustainable practices, and strengthen our commitment to social responsibility.
We regularly hold consultations with our suppliers, encourage customer feedback, and collaborate with community organisations to ensure that all stakeholders benefit from our mission to create high-quality, sustainable products.
Through your purchase, you’re not just enhancing your cooking—you’re supporting our mission of cultural preservation, education, and community empowerment. A portion of proceeds is reinvested in partnerships that sustain these efforts, ensuring that heritage and tradition thrive for generations to come.
Ethical Marketing & Customer Engagement
Our Ethical Marketing, Advertisement, and Customer Engagement Policy ensures that all interactions with our customers are honest, transparent, and respectful. We don’t make misleading claims and always promote responsible consumption.
Camelēr Spice Co. and B Corp Certification
At Camelēr Spice Co., we are proud to be a Certified B Corporation. This accreditation reflects our commitment to using business as a force for good by meeting the highest standards of social and environmental impact.
As a B Corp, we prioritise sustainability, ethical sourcing, and transparency in everything we do. From our aim to working with regenerative farms to creating recyclable packaging, we strive to ensure that our products support both the planet and the communities behind them.
By choosing Camelēr Spice Co., you’re not just buying premium spices—you’re supporting a business that values people, the planet, and profit equally. Thank you for being part of our journey to make the world a more sustainable and delicious place. For more about our journey to B Corp, please click here.
Contact Us
For any questions or concerns, feel free to reach out to us via Email at: wecare@camelerspiceco.com.
We’re here to assist you and ensure that you have an excellent experience with Camelēr Spice Co. We strive to ensure that all our customers, regardless of location, have a smooth and hassle-free experience, please do not hesitate to contact us.
Last updated: 1st November 2024