Shipping & Returns
Return & Exchange Policy
We understand there are instances of damaged parcels when they are being delivered to customers.
When a parcel is delivered damaged or an item/product within the parcel arrived damaged, we require the customer to email us at firstname.lastname@example.org with a brief description of the damage to include the customers full name, the order number, delivery address and postcode and photographic evidence of the parcel/product damaged.
If evidence is provided, we begin our investigation into this which might take upto 72hours.
Once our investigation is completed, we might opt to give a replacement of the damaged item, if the exact item is not available, we provide an alternative product.
Incase of non-availability of the damaged products or its alternative. A refund process is initiated which might take 3-5 business days.
When no evidence is provided for the damaged item, we will not process your complaint any further.
REFUND/ RETURNS POLICY
Our return policy lasts 7 days. If 7 days have gone by since your purchase, and you have not returned the damaged item, refund will not be processed.
To be eligible for a return, your item must be unopened, unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as frozen and ambient food cannot be returned due to contamination.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If it has been approved, then a new product would replace the items returned. If the product is unavailable then you will be issued a voucher to the value of the product to use toward your next purchase.
Click & Collect Policy
Our click and collect service is currently available at 193 Gorgie road, Edinburgh. EH11 1TT. If you choose to collect your order from our store, the time slot for collection will be agreed with you when you place your order.
Please contact our customer service line on 01313377470 / 07891322906 (local rate from mobiles) to speak with a member of our staff at the warehouse who will be able to assist you.
Please bring your order number and ID to collect your order (we will not be able give you your order unless you produce an appropriate form of I.D. e.g. Passport or Driving Licence.
Whilst we make every effort to have your order ready for collection at the agreed time, please note we will not be liable if we fail to do so in part or in full due to circumstances beyond our control.