Refunds, returns & complaints · updated 14 October 2026
When an order needs putting right
We investigate claims carefully and fairly. Packing and delivery records help us establish what happened, but they never remove your statutory consumer rights.
Missing, incorrect or faulty goods
Contact us promptly if an item is missing, incorrect, damaged, unsafe, expired, faulty or not as described. Depending on the circumstances and your legal rights, the remedy may be a replacement, price reduction or full or partial refund.
We do not offer substitutions for unavailable items. We remove the unavailable item from the order and refund the amount taken for it to the original payment method.
Change-of-mind returns
- For eligible non-perishable goods ordered online, tell us within 14 days after delivery that you wish to cancel. You then normally have another 14 days to return them.
- Goods should be kept in reasonable condition. We may make a deduction where the law permits because handling went beyond what would reasonably be allowed in a shop.
- The change-of-mind right does not apply to legal exceptions such as goods likely to deteriorate or expire rapidly, or sealed goods unsuitable for return for health or hygiene reasons once unsealed.
How to make a report
- Use the secure link in the order email where available, or email the refunds address.
- Include your order reference, the affected item, what went wrong and the outcome you are requesting.
- We may ask for a clear photograph or other reasonable evidence. Never email payment-card details or an identity-document image.
How reports are reviewed
We may review the immutable order record, product and price snapshot, two packing photographs, dispatch and handover outcomes, and your report. Evidence is considered together; a packing photograph alone does not prove that the right goods reached you in the right condition.
Refund method and timing
When a refund is due, it is returned to the original payment method within the period required by law. The combined delivery and service fee is also refunded where the law requires. Any deduction or non-refundable amount must have a lawful basis and will be explained.
Age-check refusals
Restricted items withheld after a missing, invalid or mismatched ID, underage recipient, suspected proxy purchase or intoxication are recorded separately and returned securely to the premises. The resolution follows the terms and information disclosed before payment; statutory rights remain unaffected.
Complaints and food safety
For an unresolved complaint, reply to the resolution or contact support and explain what remains wrong. Report a food-safety concern immediately and keep the product and packaging where it is safe to do so.