Returns
Due to the perishable nature of our products our return policy is on a receipt basis. Where possible you should inform us within 24 hours of receiving your purchase. Unfortunately we may not be able to offer you a refund or an exchange after this period.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Some perishable foods cannot be returned so photographic evidence of the issue is required. We will require photographs of the outer packaging, internal packaging, carrier label (on the external of the box) and the affected products.
There are certain situations where only partial refunds are granted (if applicable)
- Any item not in its original condition, it has been opened or missing items for reasons not due to our error
- Any item that is returned more than 48 hours after delivery
Refunds (if applicable)
Once the item is inspected, we will notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit/debit card or original method of payment, within a certain amount of days usually 3-5 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at cs@birtwistles.co.uk.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email to cs@birtwistles.co.uk with a photograph clearly showing this issue.
Not fit for consumption (if applicable)
Do not consume any products you feel are not fit for consumption. Contact us immediately for advice either via live chat, email or by the contact page.
