Return & Refunds

Our 15-day return request window

Please contact us within 15 calendar days of receiving your order to request a return or report an issue. For damaged, incorrect, missing or potentially unsafe food items, contact us as soon as you notice the problem.

The 15-day window is a period for submitting your request. It does not mean every product is eligible for return or that every request will qualify for a refund.

Issues we can review

• You received a different product or variant from the one you ordered.
• An item listed in your order is missing from the delivery.
• A product arrived significantly damaged, leaking, opened or with a compromised seal.
• A product arrived past its labelled expiry date or has a suspected quality or food-safety issue.
• The delivered product materially differs from its description at the time of purchase.

These issues are reviewed individually. Please do not consume any item that appears unsafe, spoiled or tampered with.

Food items & return conditions

Because snacks and confectionery are food products, hygiene, storage conditions and packaging integrity are important when assessing a return.

• For an approved return, keep the product in its original packaging with labels, batch details and any remaining contents available for assessment.
• Unopened items should remain sealed and stored according to the instructions on their packaging.
• Opened or partly consumed products are generally unsuitable for change-of-mind returns. However, opening an item to discover a genuine defect does not automatically exclude a quality complaint.
• We generally do not accept returns solely because of a change of mind, personal taste preference or an incorrect product selection by the customer.
• Damage or deterioration caused by unsuitable storage, misuse or handling after delivery generally does not qualify for a refund.

Chocolates, fragile snacks & transit conditions

Chocolates and other heat-sensitive treats may soften or change appearance in warm weather. Chips, wafers and biscuits may also experience settling or minor breakage during transit.

These changes are assessed according to their extent, the condition of the packaging and whether the product remains suitable for its intended use. They are not an automatic reason to approve or reject a claim.

If melting, breakage or another transit issue has significantly affected your order, photograph the items and packaging and contact us promptly. Do not consume products with damaged seals or signs of contamination.

What to include in your request

• Your order number and the name used to place the order.
• The affected product name and quantity.
• A clear explanation of the problem.
• Photos of the product, its packaging, the shipping label and any visible damage.
• Photos of the batch number and expiry date where relevant.
• An unboxing video, if available. A video can help with our review, but it is not the only form of evidence we consider.

Please retain the affected items and packaging until we advise you otherwise. If keeping a product would create a safety concern, contact us for guidance and document its condition before disposal where safely possible.

Before sending anything back

Please contact us before returning any item. We will confirm whether a physical return is necessary and provide the correct return address and instructions.

Do not send returns to the address on a courier label or our contact page unless we specifically instruct you to do so. Unauthorised returns may delay the review and do not automatically qualify for reimbursement.

If a return is approved, package the items securely and retain your courier receipt or tracking details. Responsibility for return shipping charges will be confirmed before you send the parcel.

How approved refunds are handled

1. Verification: We confirm the order, payment and reported issue using the information provided.
2. Assessment: Where required, we inspect the returned item or complete checks with the courier or supplier.
3. Decision: We inform you whether the request is approved, declined or requires further information, and explain the proposed resolution.
4. Refund arrangements: For an approved refund, we confirm the amount, payment method and expected processing timeframe before proceeding.

Refunds will normally be arranged through the original payment method where available. For cash-on-delivery orders or where this is not possible, we will agree on a suitable alternative.

Refund processing and the time it takes for funds to appear may depend on the bank, payment provider or agreed transfer method. If a confirmed refund has not arrived within the timeframe communicated to you, contact us for follow-up.

We will never ask for your card PIN, account password or one-time password to process a refund.

Partial refunds, bundles & delivery charges

• If only part of an order is affected, the resolution will normally relate to the affected items rather than the entire order.
• For discounted products or bundles, any approved refund will be based on the amount actually paid for the affected item or its allocated share of the bundle price.
• Original shipping charges and return shipping costs are reviewed separately according to the reason for the return. Any amount to be reimbursed will be confirmed during approval.
• Where the issue is verified as an error on our side, we will explain how the relevant delivery or return costs will be handled.
• Replacements are subject to stock availability. If the same item is unavailable, we will discuss an alternative resolution with you.

Order cancellations

If you need to cancel an order, contact us as soon as possible. We will check whether it can still be stopped before dispatch. Once a parcel has been dispatched, cancellation depends on its delivery status and the courier’s ability to intercept it.

For a prepaid order that is successfully cancelled before dispatch, we will confirm the applicable refund arrangements. Refusing a parcel does not, by itself, create an automatic entitlement to a refund.

Your rights

This policy explains our standard review process and does not limit any rights or remedies available to you under applicable consumer protection law. Where those rights require a different outcome, they take precedence over this policy.