If it's not right, we'll fix it
Food returns are a bit different from returning a jumper — here's exactly how we handle damaged, wrong or missing snacks.
The rules, in plain English
Damaged items
If anything arrives crushed, melted or broken, send us a photo within 48 hours of delivery and we'll replace or refund it. No need to post anything back.
Wrong item received
Got something you didn't order? Tell us and we'll send the right item or refund the difference — and you can usually keep the stray snack.
Missing item
If something on your contents sheet isn't in the box, let us know and we'll refund or resend it straight away.
Food return limitations
Because these are food items, we can't accept returns of edible products once delivered unless they're faulty — a hygiene rule, not a loophole. Faulty or damaged food is always covered.
Cancelling an order
Contact us as soon as possible with your order number. If your box hasn't been packed yet we'll cancel and refund in full; once dispatched, it's on its way and can't be recalled. Exact cut-offs confirmed at launch.
Substitutions in mystery & custom boxes
Mystery and custom boxes may include substitutions of equal or better value when an item sells out — always respecting your stated avoids. Substitutions aren't faults, but if we've broken one of your rules, tell us and we'll put it right.
Placeholder Timeframes and the formal policy wording are confirmed at launch.
How to get it sorted
- 1Email us within 48 hours of delivery with your order number.
- 2Attach a photo if something arrived damaged or wrong.
- 3We reply within one working day with a replacement or refund.