RETURNS AND REFUNDS

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RETURNS

As our food and drink products are all fresh, perishable goods. We are unfortunately not able to accept returns or offer refunds once we have despatched your package, unless they have been damaged in transit.

At our discretion, and in certain circumstances, returns may be accepted for unwanted products, but we are not able to arrange collection or to cover any return postage costs in these situations. 

REFUNDS (if applicable)

We ship everything out to customers on a tracked service, to ensure minimum time in transit. Please ensure that you follow your tracking information closely, are available to receive your delivery, and quickly respond to any cards that are left, SMS notifications sent or emails received.

If you are based in Europe, please ensure that any additional VAT/Sales Tax charges are paid promptly when requested. We are unfortunately not able to provide refunds where VAT/Sales Tax has not been paid and orders are returned to us or disposed of by our carrier.

We regret that we are also unable to provide refunds where we have not been notified within 3 days of an issue with your order. In the event that there is a problem with your delivery, please contact us immediately and we will do our very best to help resolve the issue. If we are not able to resolve the problem and offer you a refund, your refund will be processed and a credit will automatically be applied to your credit card, debit card or original method of payment, within 5 days.

We are not able to provide refunds for jars that have leaked because this is normal for unpasteurised, fermented food, and does not affect the product or the shelf life.

LATE OR MISSING REFUNDS

If you haven’t received a refund yet, first check your bank account again. Then please contact your credit card company or bank, as 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 sales@lovingfoods.co.uk.

GIFTS

If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be sent to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.

SHIPPING

As soon as your order has left our production facility and is in the hands of our couriers, it is your responsibility to manage its delivery, although we will of course make every effort to help you track your package when requested. We will also work hard to resolve any problems or issues, but it is ultimately our customer's duty to ensure that they have provided the correct details, that somebody is at home to collect the package, or that they have provided safe place instructions for us to pass on to our delivery partners. When re-arranging a delivery with our couriers, please be mindful that the contents should be refrigerated as soon as possible.

Our couriers will always attempt to deliver to a neighbour or leave your package in a safe place, if you have requested this. If they are unable to safely deliver on the first attempt for any reason, the order will be returned to the depot and a card left with instructions on what to do next. If your order is returned to the depot, please try to arrange redelivery or collection within 48 hours, after which time they will be automatically returned to us.

If your delivery is returned, we will incur additional delivery costs from our partners. When this happens, we may offer, at our discretion, to provide a refund, less the outbound and inbound delivery charges we have incurred. Alternatively, we can re-ship your order on receipt of an additional payment to cover re-delivery costs, which can be made via a PayPal link, provided on request.

Due to the fermented nature of our products, they will keep fresh in transit for a number of days, but should be refrigerated once you have received them. Please remove and dispose of all packaging, including the plastic grip seal/vacuum seal bags. If your order is delayed by a few days, this is nothing to worry about and the contents will be safe to consume, providing that the lids are still in place. Some leakage can occur in transit due to the ongoing fermentation but again, this is nothing to worry about providing that the lids are still on. If you do receive a package that looks like the box is wet or slightly damaged, please do not reject the package or discard the items, but give us a call straight away and we'll help to resolve the problem.

Please note that Loving Foods are not able to accept liability for packages which are delivered to the wrong location due to incorrect shipping information being provided, or stored incorrectly. Please check carefully that the information you input is accurate, so that we can ensure the safe delivery of your order.

However, we experience very few delivery issues and nearly every order that we send out arrives with our customers without any problems or delays.

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