Refunds and cancellations
These are foods, so we cannot take back an order once it has been delivered and opened. If anything arrives damaged, wrong or unsealed, we will put it right.
Cancelling an order
- Before dispatch: write to us and we will cancel and refund you in full. There is no cancellation charge.
- After dispatch: the order cannot be cancelled. If you refuse delivery, we will refund the price of the goods once they come back to us unopened.
- Engraved trunks: can be cancelled until engraving starts. We will tell you when that is.
Damaged, wrong or unsealed on arrival
- Write to us within 48 hours of delivery with your order number and a photograph of the item and its packaging.
- We will send a replacement from the same lot or, if you prefer, refund you in full. You do not need to send the item back unless we ask.
Change of mind
For food safety we cannot accept returns of delivered food products for a change of mind.
Orders delivered in the UAE
The same rules apply. If a UAE parcel arrives damaged, wrong or unsealed, we send a replacement or refund you in full, including delivery. If a parcel cannot be delivered because the address or phone number given was wrong, we refund the price of the goods less the delivery cost.
How refunds are paid
Refunds go back to the original payment method within 7 working days of approval. Your bank may take a few more days to show it. Orders paid by bank transfer are refunded to the account they came from. Orders paid in dirhams are refunded in dirhams; any difference caused by your bank's own currency conversion is outside our control.
How to ask
Write to or use the details on the contact page.