RETURNS AND REFUNDS – KEEPING THINGS FAIR AND EASY
WHY WE WROTE THIS
We want you to shop with confidence. This page explains how returns and refunds work when you buy our British goodies – so you know what to do if something’s not quite right.
WHEN WE CAN TAKE STUFF BACK
You can return items if they’re in good nick, complete, and not changed. We might have to refuse if the product is damaged, used too much, or missing bits.
WHEN TO LET US KNOW
Just tell us within a reasonable time after your parcel lands. How long that is depends on what you bought and where you are.
THINGS WE CAN’T RETURN
We can’t take back personalised foods, opened sealed items (hygiene and all that), or some special-order lines. We always point these out before you buy.
SEND ALL THE BITS BACK
Please return everything that came with the product – packaging, extras, accessories. If key bits are missing, it might change our decision or what we can refund.
FAULTY OR NOT AS PROMISED?
If your food arrived broken, faulty, or not matching the description, get in touch. We might ask for photos – just so we can see what’s happened.
WRONG ITEM LANDED?
If we sent you the wrong thing, no worries – start a return. We’ll check your order and sort it out.
HOW TO RETURN – EASY STEPS
Log in, go to your order, pick the item, click return, and fill in the little form. Follow the prompts – you’ll be done in no time.
WHAT HAPPENS WHEN IT GETS BACK
We give every return a proper look – condition, completeness, the lot. Then we decide if we can accept it.
GETTING YOUR REFUND
Once we accept the return, we send your money back the same way you paid. The refund is for the product price – we might nudge it down if the condition isn’t perfect.
HOW LONG TILL THE MONEY APPEARS?
That depends on your bank or payment provider – not us! We always kick off the refund as soon as we’ve checked your return.
SWAP IT FOR SOMETHING ELSE?
If we’ve got what you want in stock, we can do an exchange. If not, we’ll refund you instead.
RETURNING JUST ONE THING
Got a big order? You can return a single item. Each one is looked at separately, so you might get a different result for each.
CANCEL BEFORE WE SHIP
You can cancel before we send your order. Once it’s on the road, the return process kicks in.
FAIR USE – WE KEEP AN EYE
If we spot signs of fraud or someone taking the mickey, we might have to limit or refuse returns. It’s about keeping things fair for everyone.
YOUR RIGHTS DON’T GO AWAY
This policy doesn’t take away your legal rights. If your country gives you extra protections, they win.