Returns & refunds

Last updated: 19 October 2026

If something is wrong

Contact us promptly if an item arrives damaged, faulty, incorrect or not as described. Include your order number and a description of the issue. Photos can help us assess the problem, but they do not replace your legal rights. Keep the item and packaging where safe and practical while we agree the next step.

Changing your mind

For eligible online purchases, you may tell us that you wish to cancel within 14 days after delivery, then send the goods back within a further 14 days. Use the contact details below to notify us. Please take reasonable care of the goods.

Food and hygiene exceptions

Change-of-mind cancellation does not apply to goods liable to deteriorate or expire rapidly, such as qualifying fresh or perishable cakes and food. It can also be excluded for sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed. This does not mean that every packaged food item is automatically excluded. We will assess the type of item and the applicable rules.

These exceptions do not remove your remedies for faulty, unsafe, damaged or misdescribed goods. For perishable products, the relevant period for rejecting faulty goods can depend on how long the goods could reasonably be expected to last.

Arranging a return

Contact us before posting goods back so we can confirm the correct return arrangements. Please provide your order number, the affected item and the reason for the return. Do not return food that is unsafe to handle; ask us for instructions first.

For an eligible change-of-mind return, you pay the direct return postage unless we agree otherwise. Where the return is due to our error or the goods are faulty, we will arrange an appropriate remedy and reasonable return costs as required.

Refunds

Approved refunds are returned to the original payment method where possible. We aim to process them within 7 business days, subject to the applicable legal deadline. A cancellation refund may be withheld until the goods, or evidence of their return, are received. Where a standard outbound delivery charge is refundable, any extra cost for a premium service is excluded. A lawful deduction may apply for handling beyond what is necessary to check the goods.

Your bank or payment provider may take additional time to show the credit. We will not impose a restocking fee for exercising a statutory cancellation right.

Exchanges and sale items

We do not offer a separate change-of-mind exchange service. Contact us about an incorrect or faulty item so we can agree the appropriate remedy. Sale items have the same statutory protections as full-price goods.

Your legal rights

This policy does not restrict rights you have under UK consumer law. Where a policy statement conflicts with a mandatory legal right, that right takes priority.

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