Return & refund policy
Something wrong with an order? Here is exactly what to do and what happens next.
Check your order at the door
Groceries are not like other shopping: the best moment to spot a problem is while the rider is still there. Open the bags, count the items against the receipt and look at anything fresh or fragile.
If something is missing, damaged, spoiled or simply not what you ordered, hand it straight back to the rider — no form, no questions. We will refund it or replace it on the next delivery, whichever you prefer.
What we can take back, and when
Fresh items — fruit, vegetables, meat, fish, dairy and anything chilled or frozen — can be returned at the moment of delivery. Once they have left the cold chain we cannot take them back, but if something turns out to be bad, tell us within 24 hours and send a photo; we will make it right.
Packaged and dry goods can be returned within 3 days of delivery if they are unopened, unused and still in their original packaging with the seal intact.
We cannot accept returns of opened or partly used food, items past their date because they were kept too long at home, or anything marked non-returnable on its product page — clearance stock and made-to-order items usually are.
Wrong, damaged or missing items are always our problem to fix, whatever the category and whatever the packaging looks like.
How to request a return
1. Get in touch from the contact page, or call the number listed there, with your order number to hand.
2. Tell us which items and what went wrong. A photo of the item and its packaging settles most cases in one message.
3. We confirm the return and arrange collection with your next delivery, or ask you to bring the item back — whichever is easier for you.
4. Once we have the item back, or once we have seen the photo for a damaged item, we approve the refund.
Refunds
Refunds go back the way you paid. Online payments are returned to the same card or wallet, usually within 7 working days once approved — how quickly it appears after that is up to your bank or wallet provider.
Orders paid cash on delivery are refunded to the mobile wallet number you give us, or taken off your next order if you prefer.
Delivery charges are refunded too when the fault was ours — a wrong, damaged or missing item, or an order we could not deliver.
We will always tell you when a refund has been issued. If it has not reached you within the window above, contact us with your order number and we will chase it.
Common questions
Message us within 24 hours with a photo of the item. Fresh produce is our responsibility on the day it arrives, and we will refund or replace it — you do not need to send it back.
Tell us your order number and which item is missing. We refund it straight away, or send it with your next delivery if you would rather have the item.
Hand it back to the rider if you spot it at the door, or contact us within 3 days. Wrong items are collected at our cost and refunded or exchanged in full.
That is fine within 3 days of delivery, as long as it is unopened and still sealed in its original packaging. Fresh, chilled and frozen items cannot be returned for a change of mind.
Yes, as long as it has not been packed and dispatched. Contact us as soon as you can with your order number — if it has already left, treat it as a return once it arrives.