Returns & Refunds Policy

Simple, fair, and designed to give you peace of mind with British food orders in the Philippines.

Inspection & return window

Because we sell food and grocery items, we operate a short inspection window. If there is a problem with your order, please contact us within 24 hours of delivery so we can review and help.

Before accepting your parcel

When the courier arrives, please take a quick look at the box before paying:

If the parcel is clearly crushed, torn open, soaked or leaking, please do not accept it.
Ask the rider to mark it as damaged / return-to-sender in their system.
These parcels are handled separately and help us claim back from the courier.

Once a visibly damaged box has been accepted and paid for, it can be harder for us to claim against the courier. We will always do our best to assist, but we appreciate your help at the door.

Eligibility

For non-perishable items (e.g. tins, jars, packets) we may ask for items to be unopened, unused and in their original packaging if a physical return is required.
Perishable, chilled or frozen foods cannot be returned for change of mind or taste preference.
We can assist where food arrives damaged, spoiled, incorrect or clearly not as described, provided you contact us within 24 hours with photos.
Seasonal items (e.g. Christmas, Easter) are not returnable for change of mind, but we will help if they arrive faulty or badly damaged.

Damaged or incorrect items

If your order arrives with damaged items inside, or you receive the wrong product, please notify us within 24 hours of delivery and include clear photos of:

The shipping label on the box
The outside of the box (especially if damaged)
The affected item(s), including any best-before dates or batch codes

Once we have reviewed the photos, we will offer a replacement, partial refund or full refund as appropriate. There is no extra cost to you for approved claims.

Courier handling & transit time

We pack every order carefully in our facility and hand it over to the courier in good condition. Once parcels are in the courier network, transit time and handling are under the courier’s control. We cannot speed up, reroute or personally control each step of their process, but we will assist with follow-up and claims wherever possible.

Return shipping & refunds

Where a product is faulty, damaged in transit or incorrect, we will guide you on whether a return is needed or if photos are enough. In many food cases, a physical return is not required.
If a physical return is needed because of a fault or our error, we will cover or credit reasonable return shipping costs.
Refunds for approved cases are processed within 7 business days of agreement (or receipt of any returned items) to the original payment method or via agreed store credit.
Any paid delivery services are normally non-refundable, except where the product issue is clearly our fault or the wrong items were sent.

How to request help

Please contact us within 24 hours of delivery with your order number, item(s), and photos (if damaged) using one of the following:

Our guarantee

As a family-run business, your trust matters to us. We will always do our best to resolve any issues quickly, fairly and with friendly service, while keeping in mind the special nature of food products and safe handling rules.

Last updated: 28 Nov 2025