Refunds & Returns Policy
Last updated: January 2025
We take great care in preparing and packaging every order. As our products are freshly made food items, returns are not accepted for change of mind once an order has been prepared or dispatched. This policy explains what happens if an order is damaged, incomplete, delayed, or missed at the point of delivery.
Cancellations & Change of Mind
Because our items are freshly prepared and perishable, orders cannot usually be cancelled or returned once production has started or the order has been dispatched. This aligns with UK rules that limit cancellation rights for perishable goods.
If you need to amend an order, please contact us as soon as possible and we will try our best to accommodate if preparation has not yet begun.
If Your Order Arrives Damaged or Items Are Missing
If your order arrives damaged, incorrect, or with missing items, please contact us as soon as possible so we can resolve it quickly.
- Call or message us via our contact details
- Share your order number
- Share clear photos of packaging and items
- A replacement (where possible)
- A partial refund
- A full refund for affected items
UK consumer law gives customers remedies when goods are faulty or not as described.
Missed Deliveries
If we are delivering personally and you miss the delivery, we will contact you to rearrange where possible. A re-delivery fee may apply depending on distance and scheduling.
For third-party couriers such as Royal Mail, missed delivery procedures and re-delivery options follow the courier's process. Customers will need to use the tracking or delivery instructions provided by the courier. Contact us if you need help understanding a courier update.
Re-Delivery & Charges
- Local delivery: Re-delivery may be offered and a reasonable re-delivery charge may apply.
- Courier delivery: Any re-delivery or re-routing fees are controlled by the courier and may be payable by the customer.
If the Delivery Driver Needs Assistance
If a driver requires additional help to complete delivery (e.g. access issues, security gates, or difficulty locating the address), please respond promptly to calls or messages.
- For local deliveries, we may request a quick call to complete the drop-off smoothly.
- For courier deliveries, assistance requests are handled under the courier's standard delivery procedure.
Delivery Fees
Delivery and shipment fee is fixed at £5.00 per order and is shown during checkout. If you believe the fee shown is incorrect, contact us and we will review it with you.
Refund Processing Times
If a refund is approved, we process it back to the original payment method. Refunds are issued without undue delay and typically within 14 days from approval, in line with UK requirements.
Contact Us
For any delivery issue, damage report, or order query, please get in touch: