Delivery & returns

What delivery costs

Checkout shows the delivery date, not just the speed, before you pay. A few out-of-area postcodes and oversized items carry a courier surcharge; where one applies it appears on that same screen, never on the invoice afterwards.

Where and when we deliver

We deliver anywhere in the United Kingdom. Royal Mail and DHL carry most orders, and we use another carrier occasionally where a parcel needs it.

Deliveries arrive Monday to Friday. Our couriers do not currently offer a weekend service, so a parcel collected on Friday evening arrives on Monday at the earliest.

Next-day delivery is available on stock held at our dispatch depot. Anything we bring in for your order cannot go out next day, and the date shown at checkout will say so.

Dispatch and tracking

Orders placed before 2pm, Monday to Friday go out the same day. Anything later goes out the next working day.

When your order is packed we email a dispatch confirmation with a tracking number. Tracking goes live roughly two hours after the courier collects from our warehouse, usually around 8pm Monday to Friday, so a number that shows nothing for the first few hours is normal. An order placed after 4pm on a Friday is not collected until Monday, and its tracking will not move over the weekend.

Damaged, missing or wrong items

Check your parcel when it arrives. If anything is damaged, missing or not what you ordered, email [email protected] within 24 hours of delivery with your order reference and a photograph.

We will replace the item or refund you in full, including the delivery you paid, and you will not be asked to pay return postage. Telling us after 24 hours does not end your rights under the Consumer Rights Act 2015. It only makes a claim against the courier harder.

Changing your mind

You have 14 days from the day your order arrives to tell us you want to cancel it, and a further 14 days to get the goods back to us. You do not need a reason. Send items unused and in their original packaging, with the invoice and labels still attached.

Some things cannot come back this way, because the Consumer Contracts Regulations exclude them:

• Fresh, chilled and other food that spoils quickly.
• Sealed food, drink and hygiene products once the seal is broken.
• Anything made or blended to your order.

That exclusion never applies to an item that is faulty, out of date or not as described. We pay the return postage when something is wrong with the item; you pay it when you have simply changed your mind.

Getting your money back

We refund the card you paid with within 14 days of the goods reaching us, or of your proof of postage, whichever comes first. Your bank then usually takes 3 to 5 working days to show it. If you would rather not wait, ask for a discount code of the same amount instead. We issue those the same day and they never expire.

The full wording, including exchanges and your statutory rights, is in the refund policy.