This policy provides an overview of your key rights regarding returns and refunds. It complements, but does not replace, our Terms and Conditions.

 

Returns

If you wish to cancel your order because you’ve changed your mind, you can return the product to us in its original condition along with proof of purchase. We will offer an exchange or refund provided the following conditions are met:

• The product is in its original packaging, with intact labels, and is in a resalable condition.
• The product has not been used.
• The product is not excluded under the exceptions listed in the "Items That Cannot Be Returned" section below.

Items That Cannot Be Returned

We cannot accept cancellations or returns for the following:

• Products costing £17 or less.
• Bespoke or personalised products.
• Products with a short shelf life, such as fresh food (e.g., meal kits, bakery items, or brownie boxes), alcohol, and beverages.
• Hampers that contain fresh food, alcohol, or beverages.

Incorrect Delivery Address

If an incorrect or invalid delivery address was provided when placing the order, we cannot offer refunds or replacements.

Period for Order Cancellation

You may cancel your order within 14 days, starting from the day after you receive your products.

How to Cancel Your Order

To cancel your order, please inform us within the cancellation period by:

• Sending us an email with your name, address, and order reference.
• Completing and emailing the cancellation form (available on our Contact page).

To meet the deadline, you simply need to send your cancellation request before the 14-day period ends.

Returning Products

Before returning a product, please contact us to notify us of your cancellation. Our customer service team will provide return instructions (details available on our Contact page). After notifying us, you have an additional 14 days to return the product.

Cost of Returns

Unless otherwise stated (e.g., free returns were offered at the time of purchase), the cost of returning products is your responsibility.

Refund Timeframe

We aim to process refunds promptly. Refunds will be issued within 14 days of either receiving and authenticating your returned item, or receiving evidence that the item has been returned—whichever is sooner.

How Refunds Are Issued

Refunds will be processed using the original payment method, unless otherwise agreed. If the product was purchased using a gift card, we will issue an e-gift card to the email address provided during purchase.

Delivery Cost Refunds

We do not refund standard delivery charges or additional fees for express or timed delivery services.