Refund & Cancellation Policy
Online Shop
Order Cancellation
To cancel or modify an order placed with Online Shop, contact us as soon as possible using the details below. Orders can normally be cancelled before they are prepared or dispatched. Once an order has been prepared, packed or handed over for delivery, cancellation may not be possible.
Returns
Perishable, food and made-to-order items may not be returnable once prepared or dispatched, for safety and hygiene reasons. For other items, contact us within 48 hours of delivery if there is a genuine problem with your order.
Damaged, Incorrect or Missing Items
If an item arrives damaged, is incorrect, or is missing from your order, inform us within 48 hours of delivery with your order details (a photo helps us resolve it faster). Verified issues will be resolved with a replacement, store credit or refund at the store's discretion.
Refund Method & Timelines
Approved refunds are issued to the original payment method where possible, or as agreed with you (for example a bank transfer or store credit for cash orders). Refunds are normally processed within 5-7 business days after approval; the time for the amount to reflect depends on your bank or payment provider.
Delivery Charges
Where a refund is due to our error (damaged, incorrect or undelivered items), applicable delivery charges for the affected items are also refunded. For cancellations after dispatch, delivery charges may be non-refundable.
How to Request a Refund
Contact us using the details below with your order ID, the items affected and a short description of the issue. We aim to respond to all refund requests within 2 business days.
Contact Us
For any questions about this refund & cancellation policy, your data, or your orders, please contact:
- Online Shop