Returns & Exchanges
Changed your mind?
If you’ve changed your mind for any reason, you can return your non-perishable items to us for a refund or exchange as long as they’re in resellable or exchangeable condition. Unfortunately we can’t cover postage costs for products that aren’t faulty or damaged, so please return these to us on a tracked service within 30 days of receiving your order. Make sure you include:
- your order number
- what you’re returning
- the reason for the return
- enough packaging to keep the item safe on its way back to us
If you’re returning something to us, please do let us know it’s on its way back to us by sending an email to firstname.lastname@example.org with your tracking number. We won’t be able to refund items that aren’t resellable (for example, the packaging is damaged) unless they're faulty or damaged.
Something wrong with your order?
If you get your order and something is damaged, faulty or just not right, please do let us know as soon as possible! Send us an email to email@example.com and we'll sort things out for you. Please keep your order invoice, and take photos of the products for our reference.
If we need you to return anything, we'll pay the cost of this, so contact us to organise your personalised return label! Even if you're returning something faulty or damaged, please make sure you package it well for transport. We won't be able to refund you for something that looks like it's been damaged on the way back to us due to insufficient packaging.
Forgot to collect your order from the depot?
If your parcel is returned to us because you've not collected it from the depot, we can reship it to you if you pay for postage and packaging. Contact us and we'll send you an invoice for this!
If you don't want your order to be reshipped, we can refund you the cost of the products minus a £1 restocking fee and postage. This fee covers the cost of our warehouse team unpacking and re-shelving your order, as well as wasted material costs.
If we don't hear from you within 30 days of your parcel being returned to us, we'll automatically refund your order minus the restocking and postage fee. Unfortunately we can't cover the cost of reshipping orders that were returned to us due to Royal Mail's calling card not being available.