1. Order cancellation
You may ask to cancel an order before it has been confirmed, prepared or sent for delivery. Once frozen products are being prepared, cancellation may no longer be possible.
Legal information
Refund & Cancellation Policy
This policy explains cancellations, refunds and order problems for frozen food products.
Last updated: June 2026
2. Frozen food products
Due to food safety rules, we usually cannot accept returns of frozen or perishable products after delivery unless the product is damaged, incorrect or unsuitable because of our mistake.
3. Problems with an order
If you receive the wrong item, damaged packaging or have another order issue, please contact us as soon as possible after delivery. Photos of the product or packaging may help us review the issue faster.
4. Refunds
If we confirm an issue with your order, we may offer a refund, partial refund, replacement or credit towards a future order depending on the situation.
5. Failed delivery
If delivery fails because of an incorrect address, unavailable recipient or inability to contact you, a refund may not be available. Please check your address carefully and be available during the agreed delivery window.
6. How to contact us
To report a problem, contact us with your order number, a description of the issue and photos where possible. We will review the case and respond as soon as we can.