Complaints & Refund Policy
We take great care when packing your order and want everything to arrive in great condition. If something is not right, please get in touch and we’ll do our best to help. Because our products include chilled and perishable food items, returns are not usually possible once delivered, but this does not affect your statutory rights.
If something isn’t right
Please let us know quickly
If your order arrives damaged, faulty, incorrect or not as expected, please contact us as soon as possible after delivery.
As our products are perishable, we ask that delivery issues are reported within 12 hours wherever possible. This gives us the best chance to understand what has happened and resolve it quickly.
What to send us
To help us deal with your enquiry quickly, please email us with:
- Your order number.
- Your full name and delivery postcode.
- Clear photos of the product.
- Photos of the packaging and delivery label, if relevant.
- A short explanation of the issue.
How refunds work
Food products and returns
Because our products include cheese, chutney and other food items, returns are not usually possible once an order has been delivered.
This is because returned food products cannot be resold, even if they look unopened or unused.
If an item is faulty, damaged, incorrect or not as described, please contact us and we will review it fairly.
Damaged, faulty or incorrect items
If something has gone wrong with your order, we will look into it and offer a fair solution based on the issue.
Depending on what has happened, this may be a refund, replacement, partial refund or another suitable resolution.
Keeping your order at its best
Please refrigerate cheese as soon as it arrives and follow the storage guidance on the packaging.
We may not be able to refund items that have spoiled because they were stored incorrectly after delivery, such as being left unrefrigerated, placed near heat or stored outside the guidance provided.
Ordered the wrong thing?
We understand mistakes happen. However, because our products include perishable food items, we are usually unable to accept returns if an item was ordered by mistake or is simply no longer wanted.
If you are unsure about a product before ordering, please contact us first and we’ll be happy to help you choose.
How we handle complaints
We’ll always try to help
Every complaint or issue is reviewed as fairly as possible. We’ll look at the product, the delivery details and any photos or information you provide.
Sometimes we may ask for a little more information so we can understand the problem properly before offering a solution.
When you’ll hear from us
We aim to reply to customer enquiries within 1–5 working days.
During very busy periods, such as Christmas, events season or promotional periods, replies may take a little longer. Thank you for your patience.
Need to raise an issue?
Please email us with your order details, photos and a short explanation of what has happened. The more information you can provide, the quicker we can help.
This policy explains how we handle complaints, refunds and returns for our products. It does not affect your statutory rights.
