Returns and Refunds
- products which have been personalised for you
- perishable food, includes Cheese, Smoked Salmon and chilled products
- Where a product has been specially ordered for you, unless faulty, we're unable to refund or offer an exchange. We're unable to accept cancellations for these orders, unless within 48 hours of the order being placed.
Return of Damaged items
We do our utmost to ensure your items are packed to reach you in the same lovely new condition that they left us. Despite our best efforts, occasionally an item may arrive damaged. If you have received a damaged item, please refer here for guidance and terms.
If you would like to return a damaged item, please see the Return of Goods below.
Return of unwanted goods
We hope that you, our customer, will be delighted with your purchase! But if for any reason you choose to return the items to us you may do so by completing a RMA on line. This is done by logging into your account, and under Orders, review order, and select RMA.
Should you prefer, please call us on 01823 662899 within 2 days from the receipt of your order. In such circumstances, please have your name and order number to hand. (Chilled items are exempt, and can`t be returned unless they are received damaged)
Return of Goods
Once opened, please treat them as you would your own. So, it is your responsibility to look after the goods and maintain them in an unopened resale-able condition - this includes the packaging in which goods were delivered.
If you decide to return the goods at your cost, then we will refund the full amount paid for the goods - however, in this case it is your responsibility to ensure that an efficient delivery/carrier service is used to return the goods with adequate insurance to cover you for damages that may occur in transit. Royal Mail is usually most convenient, and its prudent to
Under no circumstances will refunds be made if returned goods are returned in a damaged state.
It is imperative that you send goods back to us using a method that records a signature, and covers the product for any damage.
Please note that perishable products, and bespoke goods or services ordered by you, including Hampers that are made to your specific requirements are not included in this returns policy. (Unless received in damaged or unsaleable condition)
The address for returns is;
Returns process;
We will consider the overall condition of the product being returned when making a refund. As soon as we receive your goods we will process your request for a replacement item or refund. We will notify you via email as soon as your request has been processed. Please allow upto 10 working days for this process.
You will need to pay the cost of returning goods to us, unless the goods are defective in which case you will receive a full refund including your postage cost. Proof of return and postage is required should an item be lost in transit. Neither refunds nor replacements can be made until such proof is provided. We strongly suggest you get a Certificate of Posting from the Post Office when you send an item back.
Refunds
All refunds are applied to the credit/debit card used to make the original purchase unless otherwise notified. Refunds will be furnished within 21 days of the agreement to refund.
If you have requested a partial refund, or replacements of a lower value than the returned goods, a refund will be credited back to the card used to pay for the original order. We will let you know as soon as the refund has been processed.
If you have requested replacements of a higher value, any difference due will be charged to the card used to pay for the original order. Please contact us with your credit card details in order for us to take the additional charge.
