Returns: Changed your mind, it's ok you're allowed!

We hope that you'll be thrilled with your products when they arrive but if you aren’t satisfied or change your mind, you may return your product in its original condition for a full refund/replacement (stock permitting) within 14 days. Original condition means that there are no scratches or marks on the product and the product’s packaging has not been opened, used, or damaged and the product is in a re-saleable condition. The buyer is responsible for paying the return postage. We will notify you by email on receipt of your returned parcel. A refund will be issued once the items have arrived back in perfect condition. Please allow 14 working days for your refund, exchange or replacement to be processed. 

Our food items are made to order and therefore returns of perishable goods will not accepted, unless damaged/incorrect. Please note that we cannot accept returned goods that we reasonably believe have been used.

Inspect your goods.

You should inspect all purchased products upon receipt and check that everything specified on the invoice is included. You will be deemed to have accepted the order unless you notify us upon receipt that there is a problem immediately (within 2 days of receipt) or you cancel the order (within 7 days of receipt of goods) in accordance with your cancellation right (see below) and/or you return the goods in accordance with our Returns Policy. If you fail to take such action, we are not obligated to accept any rejection by you of the merchandise at a later date. Your statutory rights are not affected.

Damaged or incorrect orders, oh no!

We do our best to ensure you order is securely packaged but in the unfortunate scenario where your order arrives damaged, please contact us within 2 days with photos of defective or incorrect items and we will replace/refund you.

For return/refund enquiries, please email: orders@heartfull.london

Cancellations

Catering: For catering, a 50% refund will be offered if you cancel 2 months before the booked date.  For cancellations within 2 months of an event, we can only offer a change of date providing there is availability.

Food productsUnder the Distance Selling Regulations you may have the legal right to cancel your order within 7 working days from the date of receipt of the goods if you send us a Notice of Cancellation in writing and return the goods to us in their original, unopened and unused condition. For further details of how to return merchandise please see our Returns Policy

The Distance Selling Regulations do NOT apply to orders containing fresh chilled items and there is no right to cancel these orders. Long life ambient products included in these orders may be returned subject to our Returns Policy only.

Returns & Cancellations


Delivery

Please allow 3-5 working days for your order to be dispatched 

Deliveries will be sent using nationwide courier service and once shipped, can usually be expected within 1-2 days.​ Once your order has been dispatched, you will receive an email with your tracking details.​ Please note deliveries are taking longer due to the pandemic so please be patient!

 

Free next day delivery on orders over £150. Please note that your basket contents must amount to £150 in value once a discount code has been applied to qualify for free UK delivery.  

We currently offer UK delivery only however we are working towards Europe and International delivery (yay!) Please contact us if you live outside the UK and wish to place an order at orders@heartfull.london