Returns & Exchanges
Shipping Policy
Our Shipping & Delivery Policy
1. Order Processing & Delivery Areas
We process all orders within 24-48 hours on business days. We currently deliver within the United Kingdom. Delivery times and costs are calculated at checkout and vary based on your location, the selected delivery method, and the nature of your items.
2. Packaging for Freshness & Safety
All items, especially perishable goods, are packaged with insulated materials and appropriate cooling (e.g., gel packs, dry ice) to ensure they arrive in optimal condition. We carefully plan dispatch times to minimise transit duration for fresh products.
3. Delivery Instructions & Unattended Delivery
For your convenience, you can provide special delivery instructions at checkout. However, please note:
It is your responsibility to ensure someone is available to receive perishable items. We cannot accept liability for perishable goods that spoil after being left unattended.
If you are not available, our courier may leave your parcel in a safe place at their discretion. We recommend choosing a safe, shaded location if possible.
4. Damaged or Incorrect Shipments
If your order arrives visibly damaged, with incorrect items, or if the packaging for chilled/frozen goods is compromised (e.g., warm, leaking), please refuse the delivery if possible and contact us immediately at [Customer Service Email/Phoneon the contact page] with your order number and photos.
Return & Exchange Policy
Our Returns & Refunds Policy (Non-Food Items)
This section applies only to non-food, non-perishable items such as homeware, kitchen utensils, and other household goods.
1. 30-Day Return Right
In accordance with UK consumer law (Consumer Contracts Regulations 2013), you have a legal right to return any homeware or household goods within 30 days of receipt for a full refund if the item is faulty, not as described, or if you have simply changed your mind. The item must be in its original, unused, and resalable condition with all packaging.
2. How to Initiate a Return
To return an eligible household item, please contact our customer service team at [Customer Service Email/Phone] within the 30-day window to obtain a Returns Authorisation (RMA) number and instructions. Return postage costs for change-of-mind returns are the customer's responsibility.
3. Refunds
Once we receive and inspect the returned item, we will process your refund to the original payment method within 14 days.
Our Policy on Food, Perishable & Highly Perishable Goods
Our policy for food items is strictly limited due to inherent health, safety, and risk reasons. We cannot accept returns of food items for consumption once they have left our premises, except under the specific circumstances outlined below.
1. Definitions
Perishable Goods: Items with a limited shelf life that require refrigeration, such as dairy products, pre-prepared meals, and certain fruits/vegetables. These typically have a use-by date.
Highly Perishable Goods: Items that are exceptionally vulnerable to temperature change and have a very short shelf life, such as fresh meat, poultry, fish, seafood, and frozen goods.
2. No Returns for Change of Mind
For health, safety, and legal reasons, we do not accept returns, refunds, or exchanges on any perishable or highly perishable food items due to a change of mind or mistaken order. This is to prevent any risk of contamination, temperature abuse, or breach of food safety regulations.
3. Eligibility for Refund or Replacement
We will only offer a refund or replacement for a food item if:
The item arrives damaged (e.g., crushed, leaking) or is incorrect.
There is a verifiable quality or freshness defect that exists at the time of dispatch (e.g., an item is already spoiled upon arrival).
The packaging for chilled/frozen goods was compromised upon delivery, raising safety concerns.
4. Required Action & Evidence
In the event of a problem, you must:
Contact us immediately (within 24 hours of delivery) at [Customer Service Email/Phone].
Provide your order number and a clear photograph or video of the item(s) in question, including any packaging issues, best-before/use-by dates, and the visible problem.
Do not consume any item you believe to be unsafe.
5. Disposal of Returned Food Items
In line with UK food safety law and to protect all customers, any food item returned to our premises, for any reason, will be immediately and safely disposed of. It will not be re-sold, re-stocked, or donated under any circumstances. Your refund or replacement will be issued based on your report and evidence, not on the physical return of the food product.