Return & refund policy
Something wrong with an order? Here is exactly what to do and what happens next.
Check your order at the door
The best moment to spot a problem is while the rider is still there. Open the parcel, count the items against the receipt and check any seals, bottles or fragile items.
If something is missing, damaged, leaking or simply not what you ordered, hand it straight back to the rider — no form, no questions. We will refund it or send a replacement, whichever you prefer.
What we can take back, and when
For hygiene and safety, opened baby food, formula, feeding items, skincare and diaper packs cannot be returned. If something turns out to be faulty, tell us within 24 hours and send a photo; we will make it right.
Unopened clothing, toys and accessories can be returned within 3 days of delivery if they are unopened, unused and still in their original packaging with the seal intact.
We cannot accept returns of opened or partly used products, items past their date because they were kept too long at home, or anything marked non-returnable on its product page — clearance stock and made-to-order items usually are.
Wrong, damaged or missing items are always our problem to fix, whatever the category and whatever the packaging looks like.
How to request a return
1. Get in touch from the contact page, or call the number listed there, with your order number to hand.
2. Tell us which items and what went wrong. A photo of the item and its packaging settles most cases in one message.
3. We confirm the return and arrange a pickup, or ask you to bring the item back — whichever is easier for you.
4. Once we have the item back, or once we have seen the photo for a damaged item, we approve the refund.
Refunds
Refunds go back the way you paid. Online payments are returned to the same card or wallet, usually within 7 working days once approved — how quickly it appears after that is up to your bank or wallet provider.
Orders paid cash on delivery are refunded to the mobile wallet number you give us, or taken off your next order if you prefer.
Delivery charges are refunded too when the fault was ours — a wrong, damaged or missing item, or an order we could not deliver.
We will always tell you when a refund has been issued. If it has not reached you within the window above, contact us with your order number and we will chase it.
Common questions
Message us within 24 hours with a photo of the item. Anything that arrives damaged is our responsibility, and we will refund or replace it — you do not need to send it back.
Tell us your order number and which item is missing. We refund it straight away, or send it separately if you would rather have the item.
Hand it back to the rider if you spot it at the door, or contact us within 3 days. Wrong items are collected at our cost and refunded or exchanged in full.
That is fine within 3 days of delivery, as long as it is unopened and still sealed in its original packaging. Opened food, formula, feeding and skincare items cannot be returned for a change of mind.
Yes, as long as it has not been packed and dispatched. Contact us as soon as you can with your order number — if it has already left, treat it as a return once it arrives.