Refunds and problems

If something wasn’t available

You’re not charged for it. That’s not a refund: we simply never take the
money, so there’s nothing to wait for.

If something arrived damaged, late, or not at all

Tell us within 14 days from your order page. Small claims are settled
immediately, without a conversation. Larger ones go to a person, who will come
back to you the same day.

You can have it back on your card or as account credit. Credit is instant;
a card refund takes a few working days to show up, which is your bank’s
timescale rather than ours.

If you change your mind

Cancel free of charge any time before your deliverer sets off. After that
there’s a small late cancellation fee, and it goes to them rather than to us, because
they’ve already given up the time.

If they’ve already bought your shopping when you cancel, you’ll be charged for
what they bought. It’s theirs now, and they shouldn’t be out of pocket.

If we get it wrong

Email us. We’d rather refund something we didn’t strictly have to than argue
about a loaf of bread.