Returns
If it arrives wrong
Frozen food cannot be sent back and put on a shelf, so the usual returns ritual — a label, a queue at a depot, a wait — would be theatre. What we do instead is faster and slightly more generous, and this page is all of it.
Why perishables are different
A jumper you return goes back into stock. A tub of sorbet that has been out of a freezer for a morning cannot, at any price, under any rule, be sold to somebody else. That single fact is why distance selling law exempts goods liable to deteriorate rapidly from the ordinary fourteen-day right of withdrawal, and it is why almost every frozen shop you have bought from has a page like this one.
Plenty of them use the exemption as a wall. We would rather use it as a reason to be quick: since nothing is coming back to us, there is nothing to inspect, so the only sensible thing to do with a report of a soft box is to believe it and send another one. The whole procedure below exists to make that happen inside a day rather than inside a fortnight.
None of this affects your statutory rights where a product is faulty, mis-described or not of satisfactory quality. Those apply to us exactly as they apply to anyone, and they sit underneath everything on this page rather than being replaced by it.
What happens, case by case
Deadlines are counted from the courier delivery scan, not from the moment you opened the box. Where a row says a photograph, one is enough.
| Situation | What we do | Tell us within | What we need |
|---|---|---|---|
| Soft or melted on arrival | Replaced on the next dispatch, or refunded in full — your choice | The same day | One photograph of the open box |
| Indicator card has turned red | Replaced. We do not ask anything further | The same day | One photograph of the card |
| Box crushed or split in transit | Replaced or refunded, whichever you prefer | 48 hours | One photograph of the outer box |
| Wrong flavour in the box | The right one on the next dispatch. Keep the wrong one | 7 days | Your order number |
| Something missing | Sent on the next dispatch, or refunded that line | 7 days | Your order number |
| You did not like it | Refunded once, on any first order | 14 days | Your order number and, if you will, why |
| Change of mind, not yet packed | Cancelled and refunded in full | Before 14:00 on the dispatch day | Your order number |
| Change of mind, already shipped | We cannot take frozen food back. Talk to us anyway | — | — |
| Gift card, unused | Refunded in full | 14 days | The card number |
How to tell us
Four steps, none of which involve a form, a portal or a returns number.
Photograph it before it goes in the freezer
One picture of the open box with the indicator card visible is enough. This is the only piece of evidence we ask for, and it is much easier to take in the first minute than to reconstruct an hour later.
Write, with the order number in the subject
Three lines is plenty: what arrived, what state it was in, and whether you would rather have a replacement or the money. We do not need a description of the courier.
We answer the same working day
Two people read the inbox and both of them churn, so the reply comes from someone who knows what happened to that batch and which van it left on. There is no ticket number and no first-line script.
Replacement or refund, decided by you
A replacement goes on the next dispatch at no cost, including delivery. A refund goes back to the card that paid within three working days. We do not offer a voucher instead and we will not talk you out of the refund.
Where we draw the line
Four cases we will not cover, written down so that nobody discovers them in an email. Each of them has a reason attached, because a policy without one is just a refusal.
Anything that has already been in your freezer
Once a box has been unpacked and stored, its cold chain is yours rather than ours, and we have no way to verify it. That is not a technicality — it is the reason food regulators do not allow resale of returned frozen goods at all.
A flavour you simply do not care for, twice
The first time, on any first order, we refund it and ask what went wrong. After that we would rather send a sample of something else than keep refunding a preference. Lavender is the one everybody argues about.
A box left out for longer than four hours
If the courier scan says 09:40 and the box was collected from the step at six in the evening, the dry ice did its job and the afternoon undid it. We will still replace it once, and then we will ask you to pick a different delivery address.
An address we were given wrongly
A frozen box delivered correctly to the wrong street is gone. We will help chase it and we will re-send at cost price, but a full refund is not fair to a batch that no longer exists.
Questions
Why is there no fourteen-day right of return?
Because distance selling law carves out goods that deteriorate or expire rapidly, and frozen dessert is the textbook example. That exemption exists to stop melted food being sent back and resold rather than to protect us, so we have replaced it with something more useful: anything that arrives wrong is replaced or refunded on a photograph, with no fourteen-day clock attached to it.
Do I have to send anything back?
Never. Posting melted dessert across the country would cost more than the order and would tell us nothing we cannot see in a photograph. Put it in the bin, compost the wool liner, and recycle the box.
How long does a refund take to appear?
We release it the day we agree it. Cards typically show it in three working days and occasionally in five, depending entirely on the bank. Delivery charges are refunded with the order rather than held back.
The box was a gift. Who gets the refund?
Whoever paid, because that is the only card we can send money back to. The replacement, though, goes to the person who received it — we will not make a gift into an administrative conversation between two people.
Can I cancel a dated gift delivery?
Yes, in full, up to 14:00 on the dispatch day, which for a dated delivery is usually the day before the date you chose. After that the box exists and we would rather it went to somebody.
What happens to the replaced order?
Nothing. There is no returned stock to resell, so the melted one is a real cost to us and we treat it as the price of shipping frozen food. It is also why we over-pack the dry ice rather than under-pack it.
We would rather fix it than argue about it
About one order in ninety arrives in a state we are not happy with, and almost all of those are a van running four hours late in July. Every one of them is a genuine cost to us and none of them is worth a fortnight of correspondence, which is the entire reasoning behind this page.
Send the photograph, say what you would like, and we will have it settled before the end of the day.