Our aim is to provide excellent customer satisfaction; therefore we have set out our terms below to help on those rare occasions when things don’t quite go to plan. If you have any questions regarding the terms of the Refund & Cancellation Policy, we’re happy to discuss matters via email on firstname.lastname@example.org.
The terms and conditions noted below explain our policy on refunds and cancellations.
What happens if I want to cancel my order?
To create the best experience, we begin preparing your order as soon as your order is confirmed. Therefore, cancellations are only possible when cancelled within 24hrs.
What happens if something is missing?
If you have received your order and something is missing, we sincerely apologise and will prioritise the correction immediately. Where possible we offer immediate replacements or alternatively, you can request a refund or cancellation when a replacement is not necessary. To ensure that we can rectify the matter, please contact us within 28 days.
What happens if my order arrives damaged?
We sincerely apologise if your item has been received in a damaged or faulty condition. We like to resolve matters quickly, as we know how disheartening this can be. To help us resolve the matter, we ask that you check all items on receipt and contact us within 28 days via email@example.com stating the issue with the product and if there is anything we can do along with relevant images. Our Returns Policy for faulty items upholds your statutory rights.
What happens if my order is delayed or lost in transit?
We take every care to ensure that your order is shipped and received as per your request. We also take great care to ensure that our delivery provider meets our high level of expectations. However, on very rare occasions items can be delayed or lost in transit. We understand that this can be frustrating, therefore when your item is delayed due to an issue that we are experiencing, we aim to contact you within 48 hours. If you are concerned about the status of your order, please contact us via email on firstname.lastname@example.org.
What happens if there is an issue with my order?
We take great care to ensure that your items reach you in excellent condition. We also pride ourselves on creating a high quality zero waste shopping experience. A refund or replacement item is always offered when an item does not meet your satisfaction. If you feel like we have fallen short of our promises, we ask that you contact us on email@example.com and we shall try to resolve it within 48 hours of receiving your email.
What are my statutory rights?
How do I return an Item?
Due to the nature of our business and how we sell our products, we can only accept returns on non food goods that are in their original packaging and have not been used, unless there is an issue with the product. We cannot accept the return of food products if they have been decanted into your own container, unless there is an issue with the item. Where your return meets the requirements set out in the returns and cancellations policy, please return your item within 14 days of the refund request.