We can accept returns with a few exclusions on food use products. Complete our Returns form and we will be in touch. Refer to our full returns policy below for more detail.
Your cancellation rights as a UK consumer
Legal cancellation rights and why they don’t apply to most of our products: Consumers in the UK are generally entitled by regulation to certain cancellation rights in relation to contracts concluded at a distance. If you are a consumer located in the UK, you will have the cancellation rights set out in this section in relation to any non-customised products you may order from us. However, you will not have any cancellation rights in relation to customised products (for example bespoke cups).
Your statutory cancellation rights: You can change your mind and exercise your right to cancel your order for any non-customised products at any time up until fourteen days after receipt of the products. If the products are split into several deliveries over different days you have until fourteen days after receipt of the last delivery to change your mind and cancel.
How to tell us you are cancelling the Contract: If you wish to end the Contract with us please let us know by doing one of the following:
Phone or email: Call customer services or email us at firstname.lastname@example.org. Please provide your name, address, details of the order (including our sales order number) and, where available, your phone number and email address.
By post or courier: You may request our Returns Form and return it to us at email@example.com, or you may simply write to us, including details of what you bought, when you ordered or received it and your name and address.
How we will refund you:
Faulty goods: We will refund you the price you paid for the products, including delivery cost, by the method you used for payment. However, we may make deductions from the price, as described below.
Goods ordered in error/unwanted or not suitable; We will refund you for the items returned less our carriage charge. Return carriage is at the consumers expense.
Deductions from refunds on cancellation: If you are exercising your legal right as a consumer to cancel your order:
- We may reduce your refund of the price (excluding delivery costs) to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount; and
- We will charge a £2.00 per carton restocking fee, on unwanted goods.
- The maximum refund for delivery costs will be the costs of delivery by the least expensive delivery method we offer. For example, if we offer delivery of a product within seven days at one cost but you choose to have the product delivered within one day at a higher cost, then we will only refund what you would have paid for the cheaper delivery option.
- When your refund will be made: If you are exercising your legal right as a consumer to cancel your order or terminating the Contract your refund will be made within fourteen days from the day on which we receive the products back from you or, if earlier, within fourteen days from the day on which you provide us with evidence that you have sent the products back to us.