Something not right? We'll sort it.
Snacks should be a treat, never a hassle. If your order turns up damaged, wrong or missing something, tell us within 48 hours and we'll replace it or refund it. Unopened items can go back within 14 days.
The short version
Four things that cover almost every question we get.
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14 days to change your mind
Unopened, undamaged and still sealed? Send it back within 14 days of delivery for a refund.
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Damaged in transit
Crushed, leaking or melted? Send us a photo within 48 hours — replacement or refund, your call.
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Refunds in 5–10 days
Once approved, money goes back to your original payment method within 5–10 working days.
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Mystery is mystery
Bundles, raffles and live-game wins can't be returned for the contents — but faults always are.
How a return works
Three steps, one real human at our end. No return portal, no robots.
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1
Message us
Use the contact form with your order number and what went wrong. Photos of damaged or incorrect items speed things up massively.
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2
We reply within 1–2 working days
You'll get a decision plus the return address if we need the item back. Please don't post anything before you hear from us.
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3
Replacement or refund
Faulty and damaged orders are put right straight away. Change-of-mind returns are refunded once the parcel reaches us in resalable condition.
Keep the packaging and take a photo before you bin anything — it's all we need to approve most claims on the spot.
Contact usWhat we can and can't take back
We sell food, so a few rules exist purely for hygiene and safety — nothing sneaky.
Yes, we'll refund or replace
- Items that arrive damaged, crushed, leaking or melted
- Wrong items, or something missing from your parcel
- Anything past its best-before date on arrival
- Sealed, unopened items returned within 14 days of delivery
- Orders that never turn up after a tracked delivery investigation
Sorry, we can't
- Opened, part-eaten or unsealed food and drink
- Mystery bundles returned because of what was inside — that's the game
- Raffle tickets, live-game entries and Too Good To Go bags
- Clearance items bought with a short-dated or damaged-packaging warning
- Claims raised more than 14 days after delivery
None of this affects your statutory rights under UK consumer law if an item is faulty or not as described.
Timings at a glance
- Report damage within
- 48 hours
- Change of mind
- 14 days
- We reply in
- 1–2 days
- Refund lands in
- 5–10 days
Return postage for change-of-mind orders is covered by you; if the fault is ours, we pay it or send a prepaid label. Original delivery charges are refunded only when the whole order goes back as faulty.
Refund FAQs
How do I start a return?
Send us a message through the contact page with your order number, the item and a photo if something is wrong. We'll come back with next steps within 1–2 working days.
My chocolate arrived melted — what now?
Photograph it as it came out of the box and message us within 48 hours. Heat damage in transit is on us: you choose a replacement on the next dispatch or a refund for those items.
Can I return a mystery bundle?
Not for the contents — the surprise is the whole point, and every bundle is packed to at least its stated value. If a bundle arrives damaged, short-dated or missing items, that's a fault and we'll fix it.
What about raffle tickets and live-game buys?
Entries and live-stream purchases are final once the game has been played, because the outcome can't be undone. Anything physical you win still gets the same damage and delivery protection as a normal order.
My order hasn't arrived. Is that a refund?
First check the tracking link in your dispatch email. If it's stalled or marked delivered and you have nothing, message us — we'll open a claim with the courier and reship or refund once it's confirmed lost.
Can I cancel or change an order?
Message us as fast as you can. If the parcel hasn't been packed we'll amend or cancel it and refund in full. Once it's with the courier it has to run as a return instead.
Where does my refund go?
Always back to the payment method you used — card, Apple Pay, Google Pay, Klarna or PayPal. Your bank can take a further few working days to show it after we've released it.
The full legal policy
This page is the plain-English guide. Our complete refund and returns policy the version that governs your order lives on the official policy page.
Read the full refund policyStill stuck? Talk to a human.
Same team that packs your snacks answers the messages. Give us your order number and we'll get straight to it usually within a working day.