Refund Policy
Returns & Refunds Policy
Overview
We want you to be happy with your order. Because our products are food items, returns and refunds are handled a little differently to non-food products.
This policy explains when we can accept returns, how refunds work, and what happens if a parcel is delayed or goes missing.
Food safety (important)
For hygiene and food safety reasons, we can’t accept returns of opened items.
We may also be unable to accept returns of unopened food items if they’ve been delivered and are no longer in our control, unless the item is faulty/damaged or we’ve made an error with your order.
If we sent the wrong item
If you receive the wrong product, contact us with: - Your order number - A photo of what you received
We’ll make it right (replacement or refund, depending on stock and what you prefer).
Damaged or faulty items
If your order arrives damaged, or you believe there’s a fault, contact us as soon as possible with: - Your order number - Photos of the item(s) and packaging
If we confirm the issue, we’ll offer a replacement or refund.
Returns (when accepted)
If a return is approved, we’ll confirm the return address and what to include in the parcel.
- Items must be unused, unopened, and in original condition.
- We recommend using a tracked service for returns.
Refund timing (anti-fraud)
To protect against lost-parcel and refund fraud, we do not issue refunds for items in transit.
Any refund for a missing/undelivered order will be processed only after one of the following: - The parcel is returned to us (returned-to-sender/undeliverable), or - The carrier has completed an investigation and confirmed the parcel is lost (where applicable).
If tracking shows delivered but you can’t find it
If tracking shows your parcel as delivered but you can’t locate it: 1. Check around your property (safe place, porch, shed, bins, etc.) 2. Check with neighbours/household members 3. Contact us with your order number
In some cases, we may ask you to complete a short non-delivery confirmation to support an investigation.
Returned-to-sender / undeliverable parcels
If a parcel is returned to us as undeliverable (for example: incorrect address, not collected, or customs fees not paid), we can: - Resend the order once it’s back with us (additional shipping costs may apply), or - Refund the order value after the parcel has been returned to us and inspected.
If a parcel is returned due to an incorrect/incomplete address provided at checkout, original shipping costs may not be refundable.
International orders: customs charges
If you’re ordering from outside the UK, your parcel may be subject to import taxes (VAT/GST), customs duties, and/or handling/clearance fees when it arrives in your country.
- These charges are set by your local authorities and the carrier.
- They are not included in our product prices or shipping costs.
- Any fees due are the responsibility of the recipient and may need to be paid before the parcel is released for delivery.
We’re unable to estimate these charges in advance, and we can’t refund customs charges if you change your mind or refuse delivery.
Refund method
Approved refunds are issued back to the original payment method.
Contact
Message us with your order number and a short description of the issue, and we’ll get back to you as soon as possible.