Shipping policy

1. Overview
Due to the perishable nature of our products, our returns policy is necessarily more limited than for non-perishable goods. Please read this policy carefully before placing your order.

2. Perishable Goods — General Rule
As a general rule, we are unable to accept change-of-mind returns on food and other perishable items. This is consistent with UK and EU consumer law, which recognises that perishable goods are exempt from the standard right of return where there is a risk of deterioration.
We therefore ask you to order carefully and contact us before purchasing if you have any questions about a product.

3. Faulty, Damaged, or Incorrect Items
Notwithstanding the above, you are entitled to a remedy if:

  • Your item arrives damaged or in poor condition
  • The item is not as described
  • You receive the wrong item
  • The item is unsafe or unfit for consumption

In these cases, your rights under the Consumer Rights Act 2015 (UK) and EU Consumer Rights Directive apply in full. You may be entitled to:

  • A full refund
  • A replacement of the same item
  • A partial refund where appropriate

Please inspect your order upon receipt and contact us immediately — ideally within 24 hours of delivery — with a description and photographs of the issue. We will assess each case individually and respond promptly.
You will not be required to return perishable goods if doing so is impractical. We will not ask you to bear the cost of return postage for items that are faulty, damaged, or incorrect.

4. EU 14-Day Cooling-Off Period
If your order is shipped to an address within the European Union, you have the right to cancel your order within 14 days of receipt, without giving any reason, in accordance with the EU Consumer Rights Directive.
Please note: this right does not apply to goods that are liable to deteriorate or expire rapidly (Article 16(d) of the Directive). Accordingly, food and perishable products are exempt from the cooling-off right. If your order includes both perishable and non-perishable items, the cooling-off right applies only to the non-perishable items.
To exercise the right of cancellation on eligible items, you must notify us in writing within the 14-day period. You will then have a further 14 days to return the item(s) to us. Return postage costs for change-of-mind cancellations are the responsibility of the customer.

5. UK Online Purchases — Cancellation Rights
For UK customers purchasing online, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 provide a 14-day cancellation right for most goods.
As with the EU position, this right does not extend to goods that are liable to deteriorate or expire rapidly. Perishable food items are therefore exempt. For any non-perishable items in your order, you have the right to cancel within 14 days of receipt and return within a further 14 days. Return postage for change-of-mind returns is the responsibility of the customer.

6. How to Request a Return or Refund
To report a problem or request a remedy, please contact us at:

simon.martin.0719@gmail.com

Please include the following in your message:
•    Your name and order number
•    A description of the issue
•    Photographs where relevant (e.g. damaged or incorrect goods)

We aim to respond to all enquiries within 2 business days.

7. Refunds
Once your claim has been assessed and approved, we will process your refund to your original payment method. Please allow up to 10 business days for the refund to appear, depending on your bank or payment provider.
If you have not received your refund within 15 business days of approval, please contact us at simon.martin.0719@gmail.com and we will investigate.

8. Your Statutory Rights
Nothing in this policy affects your statutory rights under applicable law, including:
•    Consumer Rights Act 2015 (UK)
•    Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (UK)
•    EU Consumer Rights Directive 2011/83/EU
•    EU General Food Law Regulation (EC) No 178/2002

If you are unsure of your rights, you may seek advice from Citizens Advice (UK) or your national consumer protection authority (EU).

9. Contact Us
For any questions about this policy, please contact us at simon.martin.0719@gmail.com