Product details and descriptions

We provide product descriptions, images and key product information to help you decide whether an item is suitable before placing your order. This may include details such as product size, flavour, quantity, packaging, ingredients, allergens, dietary suitability or storage guidance where available.

Product information is often supplied by manufacturers, suppliers or product packaging. As packaging, recipes, branding and product presentation can change, product images and descriptions should be used as a helpful guide.

• Read the product description carefully before ordering.
• Check product size, quantity, flavour and pack information.
• Review ingredients and allergen information where applicable.
• Check the product packaging when your order arrives.

Stock availability and substitutions

Product availability may change due to supplier stock, seasonal demand, discontinued items, delivery delays or warehouse updates. We aim to keep stock information as accurate as possible, but availability is not guaranteed until your order is processed.

If an item becomes unavailable after your order is placed, we may contact you, cancel the unavailable item, offer an alternative where appropriate or refund the unavailable item.

Damaged products

If a product arrives damaged, please contact us promptly through live chat. We may ask for photographs of the item, the packaging and the delivery box so that we can review the issue properly.

Please do not dispose of the product or packaging until we have reviewed the matter, as we may need this information to assess the issue with the courier, supplier or warehouse.

• Contact us as soon as possible after delivery.
• Provide your order number.
• Send clear photographs of the damaged item.
• Send photographs of the outer packaging and delivery label.

Missing or incorrect items

If an item is missing from your order, or you have received the wrong product, please contact us through live chat with your order number and details of the issue.

We will review the order record, packing information and any relevant delivery details. Where appropriate, we may arrange a replacement, refund or further investigation.

• Check the full parcel and packaging first.
• Compare the items received against your order confirmation.
• Contact us with your order number and product details.
• Send photographs if an incorrect item was received.

Product quality concerns

If you are concerned about the quality, condition, expiry date, packaging or suitability of a product, please contact us before using or consuming it. We will review the matter and advise on the next steps.

For food, drink or consumable products, please check the packaging, batch information, best-before date and any storage instructions before use.

What information should I send?

To help us deal with your product query quickly, please provide enough information for our support team to identify the order and understand the issue clearly.

• Your order number.
• The product name.
• A clear description of the issue.
• Photographs of the product, packaging and delivery label where relevant.
• Batch number, expiry date or best-before date where relevant.
• Confirmation of whether the product has been opened, used or consumed.