Something not right?
We make the next step easy.
No hunting through legal text. Tell us what happened, give us your order number, and we will guide you through the correct solution.
Choose the closest match.
This is the quickest way to understand what we may need from you. You do not need to work out the legal category yourself.
Wrong item
Send your order number and tell us what you received. A photo is usually helpful.
Usually very quick to verifyReport wrong item →Damaged item
Keep the item and packaging, and send clear photos before disposing of anything.
Photos help us resolve it fasterReport damage →Missing item
Tell us which item appears to be missing and keep your packaging while we investigate.
We check the packing trailReport missing item →Changed your mind
Contact us promptly. Eligibility can depend on the type of product and whether it has been opened.
We will confirm whether a return appliesAsk about a return →Heat affected
Tell us what arrived and include photos. Heat-sensitive sweets carry extra transit risk during hot weather.
Statutory rights still apply where relevantReport heat issue →Delivery issue
Check tracking first. If the parcel appears lost or stops updating, contact us with the order number.
We can help investigate trackingGet delivery help →Returns depend on the product.
Many eligible online purchases have cancellation rights, but exceptions can apply to some perishable goods, personalised products and certain sealed goods once opened.
Contact us before sending anything back. We will confirm whether a return is required and where it should go.
That is a different situation.
If goods are faulty, incorrect or not as described, your statutory consumer rights are not removed by our normal returns rules.
Contact us as soon as possible so we can investigate and explain the available remedy.
Ordering chocolate or fudge?
Hot weather can affect chocolate, fudge and other heat-sensitive products in transit. We cannot guarantee temperature-controlled delivery. This does not affect your statutory rights if goods are faulty, incorrect or not as described.
Please bring parcels indoors promptly and avoid leaving confectionery in direct sunlight.No mystery refund process.
Once a refund is approved and processed, it is sent back through the appropriate payment route. Your bank or payment provider can take additional time to show the funds.
Start with your order number.
That is usually all we need to begin finding the right answer.
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