Customer information
Returns, refunds, and cancellations
What to do if an order is incorrect, damaged, or needs to be cancelled.
Last updated: 5 August 2026
Problems with an order
Inspect your order when it arrives. If an item is damaged, incorrect, or missing, contact us promptly with your order number and clear photographs where applicable so we can assess the issue.
Food products
For food-safety reasons, opened coffee products normally cannot be returned because of a change of mind. This does not limit a customer’s rights where an item is faulty, damaged, or incorrectly supplied.
Cancellations
Ask to cancel as soon as possible. A cancellation may not be possible after an order has been prepared, customised, dispatched, or collected.
Approved refunds
Where a refund is approved, the method and timing are confirmed with the customer. Processing times can vary by bank or payment provider.