Refunds & Returns Policy

1. Returns Policy

14-Day Return Window

You have 14 days from the date you receive your order to notify us that you wish to return items. Returns must be initiated within this timeframe, though we recommend returning items as soon as possible.

Conditions for Returns

To be eligible for a return, items must meet the following conditions:

• Unopened and sealed: Due to food hygiene regulations, we can only accept returns of products in their original, unopened packaging
• Original condition: Products must be unused and in the same condition as received
• Original packaging: Items should be returned in their original packaging where possible
• Proof of purchase: Please include your order number or receipt

Non-Returnable Items

The following items cannot be returned:

• Opened food products (for health and safety reasons)
• Products without original packaging or seals broken
• Custom or personalized items (Pick & Mix selections)
• Items damaged through misuse or mishandling

2. How to Return Items

3. Return Shipping Costs

Standard Returns

If you're returning items due to a change of mind, you're responsible for return shipping costs. We recommend using a tracked delivery service as we cannot be held responsible for items lost in transit.

Faulty or Incorrect Items

If items arrive damaged, faulty, or we've sent you the wrong product, we'll cover the full cost of return shipping. Contact us immediately, and we'll provide a prepaid return label.

4. Refunds

Processing Time

Once we receive your returned items and confirm they meet our return conditions, we'll process your refund within 14 days. Refunds are issued to the original payment method used for the purchase.

What's Refunded

• Product cost: Full price of returned items
• Original shipping: Refunded if entire order is returned or items were faulty
• Return shipping: Only refunded if the return is due to our error or faulty items

Payment Timeline

After processing, refunds typically appear in your account within 3-5 business days, though this may vary depending on your payment provider.

5. Exchanges

We don't currently offer direct exchanges. If you'd like a different product or weight option, please return the original item for a refund and place a new order for your preferred item.

6. Damaged or Faulty Items

Report Within 48 Hours

If your order arrives damaged or is faulty, please contact us within 48 hours of delivery. We'll need:

• Your order number
• Clear photos of the damaged/faulty items
• Photos of the packaging (if damaged in transit)
• Description of the issue

Resolution

For damaged or faulty items, we'll offer:

• Full refund (including original shipping)
• Free replacement sent immediately
• Store credit for a future purchase (if preferred)

7. Incorrect Orders

If we've sent you the wrong item or an incorrect weight, we sincerely apologize! Contact us immediately, and we'll arrange for:

• Collection of the incorrect item (free of charge)
• Dispatch of the correct item (express delivery)
• Full refund if you no longer want the item

8. Late or Missing Deliveries

Delayed Deliveries

If your order hasn't arrived within the estimated delivery timeframe, please check your tracking information first. If there's no update after 7 working days (standard delivery) or 3 working days (express delivery), contact us and we'll investigate with the courier.

Lost Packages

If a package is confirmed lost by the courier, we'll immediately send a replacement or provide a full refund, including shipping costs.

9. Cancellations

Before Dispatch

You can cancel your order free of charge at any time before it's dispatched. Contact us as soon as possible, and we'll process a full refund.

After Dispatch

Once an order has been dispatched, it cannot be cancelled. You'll need to refuse delivery or return the items once received, following our standard returns process.

10. Consumer Rights

This policy doesn't affect your statutory rights under the Consumer Rights Act 2015. If goods are faulty, not as described, or not fit for purpose, you're entitled to a refund, repair, or replacement under consumer law.

For more information about your consumer rights, visit the Citizens Advice website or contact the Citizens Advice consumer helpline on 03454 04 05 06.

11. Contact Us

If you have any questions about returns or refunds, please get in touch: