Returns and Refunds Policy
When your order is being prepared for despatch we include a note of your choices. We urge you to check immediately upon receipt for any discrepancies. You can contact us immediately on email@example.com. Please remember to include your order number as a subject. Include telephone number
What to do
Let us know as soon as possible, this way if your order hasn’t left the building we can stop it being released and we can offer a refund more quickly, all without you having to return the order to us. Should you wish to cancel an order after we have despatched the order to you, you must inform us of this intention within 14 working days following the date we have despatched your order. We recommend you inform us by emailing firstname.lastname@example.org straight away. We do never recommend Social Network (Facebook, Twitter etc.) posts as a method of cancellation as this may not be monitored regularly enough. Any notice you send after this period shall not be effective to entitle you to return your goods or receive a refund. Please note: We cannot accept any goods to be returned for refund if they have been used, or are in a condition other than sent to you originally.
Please provide full details of your name, goods you wish to return and your original customer order number quoted on the delivery paperwork or in the order section of the website.
Returning Your Goods
When returning your goods, please ensure the package has been securely sealed and has been packed to prevent damage during transit, ideally in our original shipping materials.Please provide full details of your name and your original customer order number quoted on the delivery paperwork or in the order section of the website. This will help us match up the return to your account.
Please send it to
53, SA18 2JG
Please retain your proof of postage in order to provide proof to us that you have returned the goods. In the unlikely event that we do not receive the returned parcel, we cannot accept liability for returned goods lost in transit.
What happens next
On receipt of your returns, we will examine them and an appropriate refund will be calculated.
We will refund the price you paid for the goods (including the initial cost of basic delivery if you were charged), but not the cost of the postage you might incur to return the goods to us. We reserve the right to deduct an amount from your reimbursement if you have diminished the value of the goods beyond what which is necessary to establish their nature, characteristic or function.
If you cancel your order but do not return the goods to us within 14 days, or provide proof of return, we will be entitled to recover the goods from you along with any associated costs of recovering the goods from you. You should be aware that these costs may exceed the cost of returning the goods to us. Until such goods are returned to us, you are advised to take all reasonable care to ensure that the goods are stored safely to prevent damage to them.
Refunding Your Money
We will process your refund accordingly and advise you when the refund has been completed. Refunds will be made via the same method used for the original payment eg. Paypal etc. We will refund your money within 14 days of receiving the goods back to our warehouse, or within 14 days of receiving proof of postage from you, whichever is sooner.
Your statutory rights remain unaffected.
We’re so sorry if there is a problem with a product. We try to ensure our products are as secure as possible during transit, but our products are handmade and some contain delicate sugar decorations. Please email us your order number along with a picture of the damaged item and we’ll try to resolve this as quickly as possible.
In the unlikely event that we have received your goods by return of post back at our base, here’s what happens.
Firstly, don’t worry. Upon receipt of your parcel we will contact you to discuss redelivery options. It is important to note that the postage charges set for delivery are currently dictated by the costs of the delivery service to you and as such will incur a redelivery charge in line with postage costs. We will discuss this with you, usually via email.
Unfortunately we cannot hold them for very long and we are sure that you would much prefer to have them than us hold them. This means that we will contact you at the earliest opportunity to get them back to you but if this fails, and you do not respond or contact us to arrange redelivery, we will only keep the item for a maximum of 28 days. The products will then be disposed of as our natural products are best used when fresh and that’s how we would like you to use them – after all, no one wants to eat a year old tangerine.