Returns & replacements.
Something spoiled, missing or not what you ordered? Tell us and we will put it right. Groceries are handled case by case, so talk to us before you send anything back.
Tell us straight away
Contact the shop with your order number and what is wrong with the item. Fresh, chilled and frozen food has to be reported quickly, so do not wait to see if it improves.
We agree the return
We confirm whether the item comes back to the shop or a rider collects it on the next delivery in your area.
Keep it as it arrived
Leave the item in its packaging until we have agreed what happens next. It also helps us check whether the rest of the batch is affected.
Refund or replacement
Once the return is agreed we either send a replacement or refund you the way you paid. Bank and wallet posting times vary by provider.
The shop’s policy
We have not published a written returns policy here yet, so we are not going to quote you a deadline we might not honour. Contact the shop with your order number and we will tell you exactly what we can do for that order — reach us through the support page.
The fine print
How long do I have?
It depends on the item. Sealed household and pantry goods are treated differently from fresh produce, dairy and meat, which we can only take back if you tell us quickly. Ask us about your order rather than assuming a deadline.
What can't be taken back?
Anything opened or part-used, and items damaged after delivery. Fresh, chilled and frozen food can only be returned in limited circumstances, because we cannot resell food that has left our cold chain.
What if it arrives wrong or spoiled?
Tell us before you use it and keep it as it came. That is the clearest case we handle, and we will replace the item or refund it.
How will I be refunded?
Refunds go back through the way you paid. Bank and wallet posting times vary by provider and are outside our control.
Need delivery charges instead? See delivery charges.