Cancellations & refunds
When an order can be cancelled, and when we replace it.
Last updated:
Why the rules are fairly strict
Everything is made after an order comes in and cannot be resold. The cancellation window therefore follows when production starts.
Cancellation
- More than 24 hours before the pickup or delivery date: the order can be cancelled in full.
- Less than 24 hours: production has usually started, so we cannot accept a cancellation.
- A date change can be requested once, as long as it is more than 24 hours before the schedule.
Replacement or refund
We replace the product or refund the payment when:
- What you received differs from what was ordered.
- The product is damaged or has spilled on arrival.
- The product is unfit to eat on arrival despite the cold chain being maintained.
How to report it
Report it the same day the order is received, with the reference number and a photo of the packaging and its contents. The sooner it is reported, the easier it is for us to trace where it went wrong.
Not covered
- A difference in taste preference — for example, finding it not sweet enough.
- Product that spoiled because it was kept out of the fridge longer than the guidance allows.
- A mistyped address that prevented the courier from finding the recipient.