We're sorry to hear that there's a problem with your order
We'll do everything we can to put things right, because it's important to us that all of our customers have an amazing experience when they shop with us.
Fresh coffee, tea & chocolate
We offer a 7 day returns policy. Should you not be happy with your purchase please email us at firstname.lastname@example.org with your order number and the reason for your return. We like to know the reason for your return so we can investigate the problem and ensure we get it right next time.
After receiving your return request we'll issue a refund for your last purchased coffee, tea or chocolate product of matching description. We may require the product to be returned to us for further production quality analysis. Where we ask you to return the product, we will pay for the associated postage costs of returning the product(s) to us. Please note items must be returned in original condition. If you have a subscription with us, you can cancel or amend this by visiting your account at any time.
All other non-perishable products
We offer a 21 day returns policy. If 21 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be new and unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, simply notify us of your intent to return an item via email at email@example.com and include your order number and a description of the product you wish to return. We will reply with instructions on how to return your item to us. Upon receiving the item(s) we will check them and notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your original method of payment.
Late or missing refund? If you haven’t received a refund yet, please do not worry. We would advise you contact your Bank or Credit Card company in the first instance to check if the credit is pending on your account, there is often some processing time before a refund is posted on your account. If you’ve already done this and you still have not received your refund yet, please contact the team at firstname.lastname@example.org.
If the item was marked as a gift when purchased and delivered directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order posted to themselves to give to you later, we will send a refund to the gift giver and they will be notified of your return.
You will be responsible for paying for your own postage costs associated with returning your item. If the item is defective we will refund your postage costs, however for all unwanted items you will be responsible for return postage costs. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are posting an item over the value of £25, we recommend using a trackable postage service. Unfortunately we can't guarantee that we will receive your returned item hence a trackable service is always recommended for peace of mind.
We love to receive feedback
If you have comments on your experience with us or wish to provide feedback about our products, please email us anytime at email@example.com