Exchange

Swapping an item for a replacement instead of taking your money back — usually the quickest fix.

Ask within 24 hours of delivery
Free when the fault is ours

Need help with an order?

Call us during business hours — it is the quickest way to sort out anything on this page.

An exchange and a return start the same way — one phone call or email within 24 hours of delivery. The difference is only what you get back.

01When we exchange an item

An exchange means we take the item back and send you a replacement instead of refunding you. It is usually the fastest way to fix a problem, because it skips waiting for money to move.

We exchange where:

The product arrived damaged, leaking or broken.
You were sent the wrong product, size or quantity.
The product was expired, or too close to expiry to use, on arrival.
You received a sealed, unopened item and tell us within 24 hours of delivery that you want a different one.

02What cannot be exchanged

The same food-safety limits that apply to returns apply here:

Opened, tasted or partly used products, unless they were faulty when delivered.
Items whose seal is broken with no fault in the product.
Products damaged after delivery by storage — heat, damp, or missing cold storage.
Natural variation in colour, texture or aroma, which is not a defect.

03How to request an exchange

Call or email us within 24 hours of delivery with your order number and photographs of the parcel and the item.

Tell us what you would like instead — the same product again, a different size, or another item of similar value. We confirm what is in stock before anything moves.

Keep the original packaging until the exchange is complete.

04Price differences

If the replacement costs the same, nothing changes.

If it costs more, you pay the difference — by cash to the delivery person, or online, whichever you prefer.

If it costs less, we refund the difference under the Refund Policy.

Where a coupon applied to the original order, the discount is recalculated against the replacement rather than carried across at its original value.

05How long it takes

We confirm the exchange the same day in most cases, then send the replacement with the next delivery run to your area.

Where the replacement is out of stock, we will tell you rather than leave the order open — you can wait for it, pick something else, or take a refund.

06Who pays for the exchange

When the fault is ours, collection and redelivery are free.

When you are exchanging a sealed item by choice, the redelivery charge for the replacement applies, and the original delivery charge is not refunded.