Return Procedures – How to Initiate a Return
If you encounter any faults, damages, or other issues with your received parcel, please notify our Customer Care Team within two working days. When contacting us, include pictures of the faults or damages. You can reach our team by emailing
[email protected]Customers are responsible for the cost of returning parcels. It’s important to note that we will not be liable for any return postage charges incurred unnecessarily. Additionally, the original shipping fee paid will not be refunded.To expedite the return process, follow these steps:
- Please fill out our online returns form.
- Mark your order number on the outer packaging of the return.
- Include a note inside the parcel with your contact information, such as your name on the order, address, and order number.
- Ensure the parcel, including the original packaging, is securely packaged for safe transit.
Failure to comply with these instructions may cause delays in processing your return.The returned products must be unopened, in original packaging, and in resalable condition. Upon receiving and inspecting the goods, a full purchase price refund will be issued if the items are in good condition. Please be aware that cancellations of contracts for food products with broken seals, including syrups, cannot be accepted.Returns processing typically takes up to 14 days, but it might extend to 30 days during busy periods.Our Returns Policy – 14-Day Money Back Guarantee*Following our Return Requirements, all orders must be returned to us within 14 days of successful delivery.
Damaged or Faulty Items
If you receive a parcel with damages or faults, report them to our Customer Care Team via email within two working days. We will offer a replacement or refund for the item, provided you say it within a reasonable time frame. Sometimes, the damaged or faulty item may need to be returned to us. We can arrange a collection or request you to post it back to us, and we will reimburse the charges. If we put the group and the item is found to be in good working order, a £10 collection fee will be deducted from the refund. If the item is faulty or damaged, there will be no charge.We aim to ensure your satisfaction, and we are here to assist you throughout the process. Contact our Customer Support Team with any questions or concerns.
Unwanted Items
For unwanted items, return your order within 14 days of receipt. The cost of returning the goods is your responsibility. We can arrange a collection with our couriers for unwanted items, but a £10 per parcel charge applies. Note that an additional £10 per parcel fee will apply if the arranged collection fails.You are responsible for the goods in transit until they reach our offices. Any loss or damage during transit is your responsibility; you may need to address it with your delivery service providers.Upon receiving the returned goods, a refund for the item value will be issued. The original shipping cost will not be refunded.To be eligible for a refund, all unwanted items must be in unused condition and their original packaging.
Incorrect Item Received
While our team takes utmost care in packing orders, if you receive an incorrect item, contact our customer support team within two working days with pictures showing the incorrect item and its packaging. Our team will assess the situation and determine the appropriate action based on the received product.You may be asked to return the incorrect item to us via your local post office, and upon providing proof of receipt, we will refund you the postage charges. Alternatively, we may arrange a collection of the item from your location, with the return cost covered. We aim to resolve the issue swiftly and smoothly.
Goods Returned but Lost in Transit
Handle returned goods with reasonable care until they reach us. For safe returns, use a secure and traceable delivery service, packaging the items suitably for transit. Obtain a receipt as proof of postage. The safe return of goods, including any damages during recovery, is your responsibility.In certain situations, we may arrange the collection of goods or instruct you not to return them to us.If your parcel is lost in transit during the return process, file a claim directly with the courier used for the return. We are not liable for items lost in transit during the recovery.
Refunds & Replacements
We aim to process all returns within 14 working days. Refund processing time depends on your provider and account type, typically taking around three days but can take up to 5. If you choose a replacement, standard delivery times apply.For returns organized on your behalf with our couriers, return costs will be deducted from your refund total. Missing a collection appointment will result in this charge being removed from your refund.
Cancellation of Orders Not Yet Shipped
If you wish to cancel an order before dispatch, contact our Customer Care team immediately. While we strive to accommodate your request, orders cannot be canceled once the dispatch process begins, and the return process must be followed.
