Refund policy

Please check your items when the rider arrives. Frozen items should be firm and cold. If anything is missing, damaged, thawed or not what you ordered, tell the rider and contact us within 24 hours with your order number and a photo.

• An item is missing, damaged, thawed on arrival, past its date or not what you ordered.
• We cancel your order or can't deliver it.
• You cancel before we start packing (status “Payment confirmed” or earlier).
• You paid more than the order total. We refund the difference.

• Food that was delivered in good condition but has since been thawed, opened or stored incorrectly.
• Cooked food once delivered, unless it arrived spoiled or wrong.
• Live birds once you have accepted them at delivery.
• Pre-orders cancelled less than 48 hours before the expected delivery date, because we have already sourced the item for you.

Refunds go back by bank transfer to the account you paid from, within 5 working days of us approving them. If you prefer, we can send a replacement with your next delivery instead.

If you transferred money but we couldn't match it to an order, contact us with your transfer receipt. Once we find it we'll either confirm your order or refund you in full.