14-day returns

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Consumers may withdraw from the contract within 14 days without giving reasons. The period begins on the day the goods are received in full; dispatching the withdrawal statement in time is sufficient to meet the deadline.

• —Step 1 – Give notice: email [Insert email address] or use the returns form on this page, quoting your order number and the items concerned.
• —Step 2 – Receive confirmation: we acknowledge receipt and send a return label or return instructions.
• —Step 3 – Send the goods back: within 14 days of your withdrawal statement, in the original packaging where possible.
• —Step 4 – Receive your refund: once the goods have arrived and been checked, and no later than the deadline set out below.

The direct cost of returning goods is borne by the consumer unless statute provides otherwise. Where goods are damaged, spoiled or wrongly delivered, we bear the cost.

Return address: [Insert return address]. Please use the return label and quote the return number on the parcel; we cannot accept parcels sent without prepaid postage.

Frozen and fresh goods are not returned by post. In those cases we will agree collection or a refund with you separately after review.

We refund payments without undue delay and no later than 14 days from the day on which the withdrawal was declared. We may withhold the refund until we have received the goods back or you have provided proof of return.

Refunds are made using the same means of payment as the original transaction, and no additional fee is charged for doing so. Where the whole order is withdrawn, we also refund the standard outgoing delivery charge.

No right of withdrawal exists for certain goods. This follows from § 312g(2) BGB and applies in particular to:

As Asian food makes up the majority of our range, this rule applies to most orders. Your statutory rights in respect of spoiled or defective goods remain unaffected.

• —Perishable food and goods with a short shelf life, such as fresh fruit, vegetables, meat and fish products, and chilled dough products (§ 312g(2) no. 2 BGB).
• —Sealed goods, in particular food and hygiene products, whose seal has been removed after delivery where they are unsuitable for return on health protection or hygiene grounds (§ 312g(2) no. 3 BGB).
• —Frozen goods and drinks that have been thawed, opened or started after delivery.
• —Goods made to the customer's specification or clearly personalised (§ 312g(2) no. 1 BGB).

Please report transit damage, spoilage or a wrong delivery within 48 hours of receipt, with a photograph and your order number, to [Insert email address]. We will review the case, cover the return cost where the complaint is justified, and refund the purchase price or send a replacement.

Your statutory defect claims remain unaffected in all cases and are not limited by these conditions. Where a complaint is made within 14 days, no return costs are payable.