Cancellation and returns
Our artisan gift boxes and kits are made with the highest quality, organic and local ingredients, but they are perishable and so not eligible for cancellation or returns.
Cancellation
If you have made an error or wish to cancel your order within 24 hours of placing the order, please contact us on 07798 603571. Once placed, it may not be possible to prevent an order from dispatch. Similarly once dispatched we are unable to stop delivery or cancel the order.
Returns
We package all gift boxes in environmentally friendly packaging to ensure safe transit, including chilling devices that will keep these beautiful gifts sufficiently cold for 24-48 hours from point of delivery. Our courier confirms delivery to us and we record all transit times to ensure our products reach the recipient in an excellent state.
Instructions are provided to the recipient to ensure that those products needing refrigeration are put in a fridge ASAP after delivery.
We cannot accept returns, as these items are perishable and it is the recipient’s responsibility to ensure they follow these clear instructions. In the unlikely case of damage to any of the products, we provide the recipient with contact details so they can call us to resolve any issues direct with them.
Customer satisfaction is imperative to us and we appreciate that when you are sending a gift, it’s important that they enjoy receiving it as much as you enjoy giving. We promise they won’t be disappointed!
Delivery problems
Our courier has an excellent track record, even during Covid lockdowns, during which the pressure on the courier system has been huge. We track deliveries through the system, but occasionally there are issues, mainly resulting from incomplete or incorrect address details. If the location is remote, or difficult to find, please include instructions to help the courier find the address. And always provide a contact number for troubleshooting. We cannot accept responsibility for incorrect address information provided to us.
If you have any problems at all with your order, please contact us on 07798 603571 or email hello@sussexgourmand.com