Returns and Refunds

Damaged Goods Policy

We’re an online retailer relying on third party couriers to deliver our orders nationwide. We use third party couriers for next day or standard deliveries in most locations in the UK. You can get more information about the areas we deliver on our Delivery page, including the areas we deliver with our own vans.

Please note that third party couriers are independent entities that we coordinate with for delivery. We aren’t in control or responsible for their network and service. We want to deliver excellent service through and through, and we always step in to help with the deliveries in case anything goes wrong in transit:

• Immediately notify the courier if it’s evident your sealed parcel looks damaged upon delivery or there’s something wrong with it. That way we’ll be able to start a dispute and claim your money back when the dispute is over. We’re not responsible for any damage done by the courier, but we’ll try to rectify the situation.
• Please take photos as soon as possible if the parcel arrives damaged or broken and email the photo evidence to us. 
• Contact us immediately if any of the chilled or frozen items arrive defrosted or at the wrong temperature.

You may be eligible for a refund from the courier service or a replacement if you contact us within 7 days upon order reception:

• • The courier will most likely send your parcel back to us if it has been damaged in transit and can’t be delivered. In this case we’ll send a replacement for the items you didn’t receive. 

On all the above cases, please email us photos of the damaged items and the parcel as a whole including the damaged items at:

Email: [email protected]

Returns, Replacements and Refunds

We don’t want our customers to be unhappy with our products, that’s why we aim to refund or replace any products that don’t meet the highest standards within seven days upon receiving your order.

All of our products are imported sealed and we’ll investigate all possibilities with the producers if anything is not up to par. We’re not responsible for the original sealing of the products and we expect our producers to do their best with that.

For any enquiries always attach some photos if possible or needed. Photos should be taken once you realise that something is wrong (When opening your parcel or the product). We’re unable to proceed with a refund when we don’t have enough evidence on the situation.

Terms

• We don’t cover delivery costs when the damage took place during transit by the courier, as they’re responsible for that. We’ll start a dispute with the courier service for reimbursement when applicable, or we’ll replace any damaged goods – when there is evidence of it – in your next order. The evidence as mentioned before consists of photos of the parcel when opened which are immediately emailed to us.
• We don’t cover replacement or refund when the items aren’t damaged or spoiled. This also applies on items that: are opened when they shouldn’t have, when the  packaging has been damaged before return, or when the items haven’t been stored properly upon reception.
• We don’t offer refunds or replacements when the customer hasn’t taken any action to receive their order. We can’t be held responsible when orders return back to us by the couriers after failed delivery attempts. We can only – and by case – cover the product cost of a returned parcel, when the product can be resold by us. We don’t cover refunds or replacements for perishable foods.
• If you require a refund and there isn’t something wrong with your order, for example if you have mistakenly ordered a product that you don’t want, we can arrange the postage for you, but we don’t cover the costs. We’ll issue a refund for the product when it returns to us in good condition, unopened and intact. We cover refunds or returns when there’s something wrong with the packaging process which isn’t agreed upon purchase. 
• We can’t offer a full refund for short-dated products that were ordered full price and are received before their expiry date. We can offer replacements of long-dated stock when available.
• We can’t offer a refund or replacement for short-dated products that were ordered in a discounted price before their expiry date.
• We expect frozen or refrigerated products that are shipped in thermal packaging to reach you in the right temperature – frozen or chilled. We prep and pack each order individually, and for frozen goods, we use ice packs and thermofoil to help the goods last during transit. We choose to ship the goods with an 18-hour courier service, although the exact time period is not guaranteed by the courier service due to any unforeseen circumstances. Thus, we can’t guarantee that the products will arrive frozen. Frozen products may also arrive chilled for immediate use. Please be aware when buying bulk to re-freeze.  If you receive the products in a condition that is not appropriate for any reason, please take photo evidence. We’ll investigate the issue and  get back to you for a refund or replacement when eligible. If the package arrives within the set delivery window but isn’t edible or in a good state, we’ll replace the product or refund you.
• We’ll investigate the case if there are delays with your delivery and the courier service is responsible for that. We can’t offer a refund for the delivery cost if there’s a delay due to the courier network, as the shipping fees are paid directly to the courier and they are responsible for that. We can’t be held responsible for any delays from the courier network.
• In case the delay is due  to parcel damage or the products are received damaged, please read the relevant terms above.
• We aren’t responsible if delays in delivery are affected by the clients themselves. We are not responsible for any delay if the client ignores the delivery notifications by the courier or delivery instructions provided by us.
• The delivery cost isn’t refundable when the parcel has been shipped,  as the fee has already been paid to the courier service responsible for the delivery. If further issues come up with a delivered parcel, please see if your case is eligible under our refund or return policy.

In any case of return when a refund is expected, we must first receive the parcel back to make sure that the items are sealed and safe to re-sale, this applies to: ambient foods, drinks, chilled and frozen items that may still be eligible upon their return. When the delivery has been instructed by the recipient, there’s an additional service for the courier services and we don’t cover the extra fee.

Parcels Declared Lost In Transit

There may be rare cases when a courier service declares a parcel as lost. In this case, we can’t take any responsibility for the courier’s actions that have led to the lost parcel. We can assist in submitting a claim for reimbursement, provide a refund or replacement for the lost order. Please note that there’s a possibility the courier will not 100% reimburse the value of the parcel.

For any returns, refunds or general enquiries regarding damaged goods, fill in the Contact form.