FAQ
Frequently Asked Questions
Find answers to common questions about our products, ordering, shipping, and more. If you can't find what you're looking for, please contact us.
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ABOUT KAMPOT PEPPER
What is Kampot pepper?
Kampot pepper is a premium pepper variety grown exclusively in the Kampot region of Cambodia. It's recognized worldwide for its exceptional quality, complex flavor profile, and aromatic properties. Kampot pepper has been cultivated in this region for centuries using traditional farming methods.
What makes it special?
Kampot pepper stands out for several reasons:
• Protected Geographical Indication (PGI) status - guaranteeing authentic origin
• Unique terroir - grown in Cambodia's mineral-rich soil and coastal climate
• Hand-harvested and carefully processed by skilled farmers
• Complex flavor notes including floral, citrus, and eucalyptus undertones
• Intense aroma that develops progressively from fresh to warm, sustained heat
Unlike commodity pepper, each peppercorn delivers a distinctive taste experience that elevates any dish.
What is PGI certification?
PGI (Protected Geographical Indication) is an official certification that guarantees:
• The pepper comes from the authentic Kampot region in Cambodia
• It's produced following traditional methods and quality standards
• Origin and quality are verified and traceable
Only pepper grown in designated areas of Kampot province and meeting strict quality criteria can be labeled as Kampot pepper. This protection ensures you're getting the genuine product.
What's the difference between black, red, and white Kampot pepper?
The color indicates the ripeness and processing method:
Black Kampot Pepper:
• Harvested when peppercorns are nearly ripe (green-yellow)
• Dried in the sun until dark
• Bold, robust flavor with strong aromatic notes
• Most versatile - great for everyday cooking
Red Kampot Pepper:
• Fully ripe peppercorns (bright red when picked)
• Rare and labor-intensive to produce
• Sweeter, fruitier flavor with less heat
• Perfect for finishing dishes or light seasoning
White Kampot Pepper:
• Fully ripe peppercorns with outer skin removed
• Soaked and peeled before drying
• Milder, more subtle flavor
• Ideal for light-colored dishes, sauces, and delicate foods
All three come from the same pepper plant - the difference is timing and processing.
How should I store Kampot pepper?
To preserve freshness and flavor:
• Keep in an airtight container
• Store in a cool, dry place away from direct sunlight
• Avoid exposure to heat and humidity
• For whole peppercorns: keep away from moisture
• For ground pepper: use within 3-6 months for best flavor
We recommend grinding peppercorns fresh as needed for maximum aroma and taste.
How long does it stay fresh?
Whole peppercorns:
• Can last for several years when stored properly
• Flavor intensity may gradually mellow over time
• Best used within 2-3 years for optimal flavor
Ground pepper:
• Begins losing aroma and potency once ground
• Best used within 3-6 months
• We recommend buying whole peppercorns and grinding fresh
Our packaging is designed to protect freshness during international shipping and storage.
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PRODUCTS & ORDERING
What products do you offer?
We currently offer:
• Black Kampot Pepper (whole peppercorns)
• Red Kampot Pepper (whole peppercorns)
• White Kampot Pepper (whole peppercorns)
• [ADD OTHER PRODUCTS AS AVAILABLE - e.g., gift sets, blends]
All our products are 100% authentic, PGI-certified Kampot pepper sourced directly from Cambodia.
What sizes are available?
Our Kampot pepper is available in:
• [SIZE 1] - e.g., 50g
• [SIZE 2] - e.g., 100g
• [SIZE 3] - e.g., 250g
[ADD YOUR ACTUAL SIZES]
Check individual product pages for availability and pricing.
Are your products organic?
While traditional Kampot pepper farming uses minimal chemical inputs and focuses on sustainable practices, our current products do not carry organic certification. However:
• Farmers use traditional, environmentally-conscious methods
• Minimal pesticide use
• Hand-harvested and naturally processed
• PGI certification ensures quality and authentic origin
We're committed to sourcing from producers who prioritize sustainable agriculture.
Can I buy in bulk or wholesale?
Yes! We're happy to discuss bulk orders or wholesale partnerships.
For wholesale inquiries, please contact us at:
• Email: [YOUR EMAIL ADDRESS]
• Subject line: "Wholesale Inquiry"
Please include:
• Your business name and location
• Estimated order quantity
• Intended use (retail, restaurant, etc.)
Do you offer gift packaging?
[IF YES:]
Yes! We offer gift packaging options perfect for food lovers and home cooks. Check our product pages or contact us for custom gift options.
[IF NOT YET:]
We're working on gift packaging options. In the meantime, our standard packaging is elegant and suitable for gifting. For special requests, please contact us.
Can I customize my order?
We're happy to accommodate reasonable requests. Contact us before placing your order if you need:
• Custom quantities
• Multiple varieties in one package
• Personalized gift messages
• Special delivery instructions
Email us at [YOUR EMAIL ADDRESS] with "Custom Order Request" in the subject line.
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SHIPPING & DELIVERY
IMPORTANT: All orders ship directly from Cambodia via international courier.
General Shipping Information
Where do orders ship from?
All orders are shipped directly from our facility in Cambodia to your delivery address worldwide. This ensures the freshest product and supports the local Kampot pepper community.
What courier do you use?
We use international express couriers such as:
• DHL
• FedEx
• EMS (Express Mail Service)
• [Or similar international carriers]
The specific carrier may vary based on your destination and availability. You'll be notified which courier is handling your shipment.
Can I track my order?
Yes! Once your order ships from Cambodia, you'll receive:
• Tracking number
• Link to track your shipment
• Estimated delivery timeframe
You can track your package through the courier's website at any time.
UK Delivery
How long does delivery to the UK take?
Typical delivery time: **10-21 business days** from order confirmation
This includes:
• Order processing in Cambodia (1-2 days)
• International shipping (7-14 days)
• UK customs clearance (1-5 days)
Note: Customs clearance times vary and are outside our control. During peak periods (holidays, Brexit-related delays), delivery may take longer.
How much does UK shipping cost?
Shipping costs: £[AMOUNT] for international express delivery from Cambodia
[IF FREE SHIPPING AVAILABLE:]
We offer free shipping on UK orders over £[AMOUNT]
The exact cost will be shown at checkout.
Will I have to pay customs charges?
**Yes - all UK orders are subject to UK import procedures.**
When your order arrives in the UK, you will be charged:
• **Import VAT:** 20% on goods over £135
• **Customs duty:** May apply depending on value (usually minimal for pepper)
• **Courier handling fee:** Typically £8-£12
How are customs charges collected?
The courier (DHL, FedEx, etc.) will:
1. Pay customs charges on your behalf
2. Contact you by email/SMS with the amount due
3. Request payment before delivering your package
4. Deliver once payment is received
You can usually pay online through the courier's website.
What if I don't pay the customs charges?
If customs charges are not paid:
• The courier cannot deliver your order
• Your package will be held at customs
• After a certain period, it will be returned to Cambodia
• Original shipping costs are non-refundable
• You may be charged return shipping fees
Always pay customs charges promptly to avoid delays.
Can I avoid customs charges?
No. All imports to the UK from outside the UK are subject to UK customs procedures. There is no way to avoid these charges for legitimate imports.
Do not ask us to mark packages as "gifts" or undervalue them - this is customs fraud and we will not do it.
How do I know my order cleared customs?
You can track this through:
• Your tracking number - status will update when cleared
• Courier notifications - they'll contact you about charges
• Typically takes 1-5 business days for customs clearance
EU Delivery
How long does delivery to the EU take?
Typical delivery time: **10-21 business days** from order confirmation
This includes:
• Order processing in Cambodia (1-2 days)
• International shipping (7-14 days)
• EU customs clearance (1-5 days)
Customs clearance times vary significantly by country and are outside our control.
Which EU countries do you ship to?
We ship to most EU countries, including:
• Germany, France, Italy, Spain
• Netherlands, Belgium, Ireland
• [LIST OTHER MAIN COUNTRIES]
If your country isn't available at checkout, contact us - we may be able to arrange delivery.
How much does EU shipping cost?
Shipping costs vary by destination country:
• Typically £[X-Y] or €[X-Y]
• Calculated at checkout based on your location
Will I have to pay customs and import charges?
**Yes - all EU orders are subject to import procedures in your country.**
When your order arrives in your EU country, you will typically be charged:
• **Import VAT:** Rate varies by country (typically 20-27%)
• **Customs duty:** Usually minimal for pepper, varies by country
• **Customs/courier handling fee:** Varies by country and courier
These charges are NOT included in our prices and must be paid to receive your delivery.
How are customs charges collected in the EU?
Methods vary by country and courier:
**Option 1 - Courier Collects (Most Common):**
• Courier pays charges on your behalf
• Contacts you for payment before delivery
• You pay online or to the driver
**Option 2 - Customs Holds Package:**
• Customs authority contacts you directly
• You pay customs directly
• Package released after payment
**Option 3 - DDP Shipping (if available):**
• Charges collected at checkout
• No surprise fees upon delivery
• Currently not available, but we're working on it
Check your tracking for updates and watch for courier/customs notifications.
Can I avoid EU customs charges?
No. All imports to the EU from outside the EU are subject to customs procedures. This includes post-Brexit imports from the UK.
How is VAT handled?
**Important:** Prices on our website do NOT include EU import VAT.
• You will pay your country's import VAT rate upon delivery
• This is charged by your country's customs authority, not by us
• We cannot predict the exact amount - it depends on your country and order value
What if I refuse to pay customs charges?
If you refuse or don't pay customs charges:
• Your package will be returned to Cambodia
• Original shipping costs are non-refundable
• You may be charged return shipping fees
• Any customs charges already paid are non-refundable (contact your customs office)
International Delivery (Outside UK & EU)
Which countries do you ship to?
We ship worldwide to most countries. International shipping is available at checkout.
Some countries may have restrictions on food imports. If your country isn't available at checkout, contact us at [YOUR EMAIL ADDRESS].
How long does international delivery take?
Delivery times vary by destination:
• **Asia-Pacific:** 7-14 business days
• **Middle East:** 10-18 business days
• **Americas:** 14-21 business days
• **Africa:** 14-28 business days
• **Australia/New Zealand:** 10-21 business days
These are estimates. Customs clearance can significantly extend delivery times.
How much does international shipping cost?
Costs vary significantly by destination, weight, and shipping method.
The exact cost will be calculated at checkout based on your location.
For estimates before ordering, contact us at [YOUR EMAIL ADDRESS].
Will I have to pay customs and import duties?
**Yes - virtually all countries charge customs duties and taxes on imports.**
You are responsible for:
• Import duties and taxes charged by your country
• Customs clearance fees
• Any courier handling fees
These vary widely by country and are NOT included in our prices.
**Important:** Some countries have restrictions on importing pepper or other food products. Check with your local customs office before ordering.
How are international customs charges collected?
This varies by country:
• Some countries: Courier collects before delivery
• Some countries: Customs authority contacts you directly
• Some countries: Paid at post office upon collection
Check with your local courier or customs office for your country's specific procedures.
Can orders be seized by customs?
Yes, in rare cases:
• If your country restricts pepper/food imports
• If proper customs declarations aren't completed
• If prohibited items are included
We complete all customs documentation accurately. However, we cannot control customs decisions in your country.
If an order is seized or rejected by customs, we cannot refund shipping costs. Check your country's import regulations before ordering.
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PAYMENT
What payment methods do you accept?
We accept:
• Credit and debit cards (Visa, Mastercard, American Express)
• PayPal
• [OTHER PAYMENT METHODS IF APPLICABLE]
All payments are processed securely through Shopify's encrypted payment system.
Is it safe to use my credit card?
Absolutely. Security is our priority:
• All payments processed through Shopify's secure, PCI-compliant system
• SSL encryption protects your information during transmission
• We never see or store your full card details
• Card information is handled by certified payment processors only
Look for the padlock icon in your browser's address bar when checking out.
When will I be charged?
Your payment method will be charged immediately when you complete your order.
You'll receive an email confirmation once payment is processed successfully.
**Important:** Your payment covers the product and international shipping only. Customs duties and import taxes are paid separately to your country's customs authority or courier.
Do you accept PayPal?
Yes! PayPal is available as a payment option at checkout.
Using PayPal provides additional buyer protection and allows you to pay without sharing card details with us.
Can I pay in a different currency?
[IF MULTI-CURRENCY ENABLED:]
Our website supports multiple currencies. Select your preferred currency from the dropdown menu in the header.
[IF SINGLE CURRENCY:]
Currently, all prices are shown in [GBP/USD/EUR]. Your bank or PayPal will convert the charge to your local currency if different.
Note: Customs duties and import taxes in your country will be charged in your local currency.
Do you store my payment information?
No. We do not store your full credit card details.
Payment information is securely processed and stored by Shopify and our payment processors (Stripe, PayPal). We only see limited information like the last 4 digits of your card.
For more details, see our Privacy Policy.
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RETURNS & REFUNDS
**IMPORTANT:** Returns require international shipping back to Cambodia, which can be expensive. Please be certain before ordering.
For detailed information, see our full Terms & Conditions. Here's a summary:
What is your return policy?
You can return unopened products within 14 days of receiving your order.
• Products must be unused and in original packaging
• Opened food products cannot be returned (hygiene reasons)
• You must ship returns to Cambodia at your expense
How do I return an item?
**Before returning anything, contact us first:**
1. Email us at [YOUR EMAIL ADDRESS]
2. Subject line: "Return Request - [Order Number]"
3. Include:
• Your name and order number
• Reason for return (optional but helpful)
• Photos if product is damaged
We'll respond with:
• Return address in Cambodia
• Return authorization
• Instructions
**Do not return items without contacting us first.**
How much does it cost to return items to Cambodia?
**International return shipping is expensive and is your responsibility.**
Typical costs (estimates only):
• From UK: £15-£40+ depending on weight and service
• From EU: €20-€50+ depending on country and service
• From USA: $30-$80+ depending on service
• From elsewhere: Varies widely
**Important:**
• Use tracked, insured shipping
• You pay all return shipping costs (unless product is faulty)
• We cannot refund return shipping costs for change-of-mind returns
Get quotes from couriers before deciding to return.
How long do I have to return an item?
• **14 days** from receiving your order to notify us of your intention to return
• You then have **14 days** to ship the return to Cambodia after notifying us
The return must arrive back at our Cambodia facility within this timeframe.
Will I get my customs charges back if I return?
**No.** Customs charges, import VAT, and courier fees you paid are **non-refundable** by us.
You may be able to reclaim import VAT from your country's customs authority - contact them directly.
Additionally, you may face customs charges when returning items to Cambodia.
When will I get my refund?
Once we receive your return in Cambodia:
• We'll inspect it (usually within 1-2 business days)
• Refund processed within 14 days of receiving the return
• Refund issued to your original payment method
• Allow 3-5 business days for your bank to process
We'll email you when the refund is processed.
What will be refunded?
We will refund:
• Product cost
• Original international shipping cost (unless you chose express shipping)
We will NOT refund:
• Your return shipping costs to Cambodia (unless product is faulty)
• Customs duties or import taxes you paid (contact your customs office)
• Express shipping upgrades (only standard shipping refunded)
What if my product arrives damaged or is faulty?
If you receive a damaged or faulty product:
**Contact us immediately - within 48 hours of delivery:**
1. Email [YOUR EMAIL ADDRESS]
2. Subject line: "Damaged Product - [Order Number]"
3. Include:
• Clear photos of the damage
• Photos of the packaging
• Your order number
We'll either:
• Send a replacement shipment from Cambodia (free of charge)
• Provide a prepaid return label for return to Cambodia
• Issue a full refund including original shipping and customs charges
**For faulty products, we cover ALL costs including your return shipping.**
Can I exchange an item?
We don't offer direct exchanges due to international shipping complexity.
If you want a different product:
1. Return the original item for a refund
2. Place a new order for what you want
This is faster than waiting for an international exchange.
Can I cancel my order?
**Before shipping:**
Contact us immediately at [YOUR EMAIL ADDRESS]. If we haven't shipped yet, we can cancel and refund you.
**After shipping:**
Once shipped from Cambodia, orders cannot be cancelled. You'll need to follow the return process once delivered.
Time is critical - contact us within a few hours of ordering if you need to cancel.
What items cannot be returned?
For hygiene and safety reasons:
• Opened food products
• Used or consumed products
• Products not in original packaging
• Products returned without authorization
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MY ORDER
How do I track my order?
Once your order ships from Cambodia, you'll receive a shipping confirmation email with:
• Tracking number
• Link to track your package
• Estimated delivery timeframe
Track your order through:
• The courier's website (DHL, FedEx, etc.)
• The tracking link in your email
**Tracking will show:**
• Departure from Cambodia
• International transit
• Arrival in your country
• Customs clearance status
• Out for delivery
I haven't received my order confirmation
If you don't receive an order confirmation within 1 hour:
• Check your spam/junk folder
• Verify the email address you used at checkout
• Contact us at [YOUR EMAIL ADDRESS] with your order details
We send confirmations immediately - if you don't see it, something may have gone wrong.
Can I change my order after placing it?
Once an order is submitted, we begin processing it immediately in Cambodia.
**To request changes:**
• Contact us at [YOUR EMAIL ADDRESS] ASAP (within a few hours)
• Include your order number
• Specify what you need to change
If the order hasn't shipped from Cambodia yet, we may be able to help. After shipping, changes cannot be made.
Can I change my delivery address after ordering?
**Before shipping:** Contact us immediately. We can update the address if the order hasn't shipped.
**After shipping:** We may be able to work with the courier to redirect, but this is not always possible and may incur fees.
**During customs clearance:** Address changes are usually not possible.
Provide the correct address at checkout to avoid issues.
My order has been stuck in customs for a long time
Customs clearance times vary and are outside our control:
• Normal: 1-5 business days
• Peak periods: 5-10+ business days
• Complex cases: Longer
If stuck for more than 10 business days:
1. Check your tracking - customs may be waiting for payment
2. Check email/SMS - courier may have contacted you
3. Contact the courier directly with your tracking number
4. Contact us and we'll help investigate
We can't expedite customs, but we can help you communicate with the courier.
I received the wrong item
We're sorry for the mix-up!
1. Email us at [YOUR EMAIL ADDRESS]
2. Subject line: "Wrong Item - [Order Number]"
3. Include:
• Photos of what you received
• Your order number
• What you ordered vs. what arrived
We'll send the correct item from Cambodia immediately and arrange return of the wrong item at our expense.
Part of my order is missing
If items are missing:
1. Check all packaging carefully
2. Check if multiple packages were sent (check tracking emails)
3. If still missing, contact us at [YOUR EMAIL ADDRESS]
Include:
• Order number
• Missing items
• Photos of what you received
We'll investigate and either:
• Ship the missing items from Cambodia
• Issue a refund for missing items
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ACCOUNT & PRIVACY
Do I need to create an account?
No! You can check out as a guest - no account required.
We keep the checkout process simple so you can order quickly without creating passwords or filling out extra forms.
How do you use my information?
We collect your information to:
• Process and fulfill your order from Cambodia
• Send shipping updates
• Provide customer service
• Send marketing emails (only if you opt in)
Your order information is shared with our fulfillment partners in Cambodia to process and ship your order.
For complete details, see our Privacy Policy.
We never sell your personal information to third parties.
Can I unsubscribe from emails?
Yes! You can unsubscribe anytime:
• Click "Unsubscribe" at the bottom of any marketing email
• Email us at [YOUR EMAIL ADDRESS] with "Unsubscribe" in the subject
You'll still receive essential order-related emails (confirmations, shipping updates).
How do I delete my data? (GDPR)
You have the right to request deletion of your personal data.
To request deletion:
• Email [YOUR EMAIL ADDRESS]
• Subject line: "Data Deletion Request"
• Include your name and email address used for orders
We'll delete your data within 30 days, except:
• Information we're legally required to keep (tax records - 7 years)
• Information needed to resolve disputes
Note: Some data may be held by our Cambodia partners for fulfillment. We'll coordinate deletion across all locations.
For more on your privacy rights, see our Privacy Policy.
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ABOUT KAMPORI
Where are you based?
Kampori is a UK-based company, but we operate internationally:
• **Company registration:** United Kingdom
• **Registered Address:** [YOUR UK ADDRESS]
• **Operations:** Direct sourcing and shipping from Cambodia
This allows us to work closely with Kampot pepper growers and ensure the freshest product reaches you directly from the source.
Where does your pepper come from?
All our pepper comes from the Kampot region in southwestern Cambodia:
• Kampot Province and designated growing areas
• Grown by certified local farmers
• Hand-harvested and processed using traditional methods
• Every batch is traceable to its origin
• Shipped directly from Cambodia to preserve freshness
We work with growers who have cultivated pepper for generations.
How do you ensure quality?
Quality is our foundation:
• Source only PGI-certified Kampot pepper
• Direct relationships with verified farmers and processors
• On-the-ground presence in Cambodia
• Regular quality checks and testing
• Traditional processing methods that preserve flavor
• Ship directly from Cambodia to ensure freshness
• Traceable supply chain from farm to your kitchen
We visit our suppliers regularly and maintain close relationships with the Kampot pepper community.
Are you certified?
Yes! All our products carry:
• **PGI (Protected Geographical Indication) certification**
• Verification from the Kampot Pepper Promotion Association
• Traceability documentation confirming authentic origin
This certification guarantees you're receiving genuine Kampot pepper from the designated region, meeting strict quality standards.
Why ship from Cambodia instead of the UK?
Shipping directly from Cambodia offers several benefits:
• **Freshness:** Pepper comes straight from processing to you
• **Authenticity:** No intermediaries or risk of mixing with non-Kampot pepper
• **Fair pricing:** Reduces middle-man costs
• **Supports local community:** Direct support for Kampot farmers and economy
While international shipping takes longer, you receive the freshest, most authentic Kampot pepper possible.
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CONTACT & SUPPORT
How can I contact you?
We'd love to hear from you!
Email: [YOUR EMAIL ADDRESS]
[OPTIONAL - Phone: [YOUR PHONE NUMBER]]
For fastest response, email us with a clear subject line.
What are your business hours?
**UK Office:**
• Monday to Friday: [9:00 AM - 5:00 PM GMT/BST]
• Closed weekends and UK bank holidays
**Cambodia Operations:**
• Monday to Friday: Cambodia time (GMT+7)
• Closed weekends and Cambodian holidays
Orders are processed during Cambodia business hours.
How quickly will you respond?
We aim to respond to all inquiries within:
• **24 hours** on business days
• **48 hours** if you contact us on weekends or holidays
Urgent order issues are prioritized and typically answered within a few hours.
Note: Time zone differences between UK/EU/US and Cambodia may affect response times.
I have a question not answered here
No problem! We're here to help.
Email us at [YOUR EMAIL ADDRESS] with your question, and we'll get back to you promptly.
You can also check our:
• **Terms & Conditions** (for policies and legal information)
• **Privacy Policy** (for data protection and privacy questions)
• **About page** (for our story and sourcing information)
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Still have questions? Contact us anytime at [YOUR EMAIL ADDRESS]
We're committed to ensuring you have a great experience with authentic Kampot pepper, despite the complexities of international shipping and customs.