Returns and Refund Policy
Returns and Refunds
Due to our items being food, they are exempt from being returned.
To be eligible for a refund or replacement relating to the delivery of your order, you must contact us within 24 hours of delivery of your goods.
If the issue relates to damage of the items caused by the courier service, please take photographs of how you have received the parcel and contents and send to hello@craftycook.co.uk or by replying to the email which your order was confirmed on, as this will have all your order details on it.
If you no longer have your email from us with your order details, please ensure you include your order number, name and address of the sender and the email address used when making the order.
If your issue is regarding something else, please contact us at hello@craftycook.co.uk explaining the issue, please include your order number and contact details, or if you didn’t purchase your products directly from our website please include the place where you bought them from. Please outline as many details as possible.
Please give us time to respond to your issue, question or query as there maybe some investigation at our end to identify the problem. We will contact you to advise that we have received your email and what actions we are going to take.
Non-returnable items also include gift cards/vouchers.
Please do not send your purchase back to us. Contact us to find out what to do next.
There are certain situations where partial refunds are granted:
- Incomplete orders – if there is something missing from your order and you’d like a refund for this item. (However, this should never happen as we log all batch codes for all orders within our system as they are being packed and this is double checked against the order form prior to dispatch. If you still want the missing item we will dispatch as soon as we can.)
Late or missing refunds
If your refund is agreed/approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. Please note that once we have processed the refund, it may take a short while for funds to return to your account due to the processing times of the banks.
If you haven’t received a refund yet, first check your bank or credit card statement again.
Contact your bank or credit card company, it may take some time before your refund is officially posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at hello@craftycook.co.uk
Sale items
Only regular priced items may be refunded. Sale items cannot be refunded.
Replacements for damaged items
We only replace items if they are damaged.