Refunds & Returns

Overview

This policy outlines how orders are handled and defines the circumstances where refunds, replacements, or credits are not available.

Damaged or Missing Items

If an order arrives damaged, defective, or missing items, the issue must be reported by the purchaser or the recipient within the applicable timeframe:

• Perishable items: within 24 hours of delivery
• Non-perishable items: within 5 days of delivery

Clear photos of the damaged item(s) and the original packaging are required so we can properly assess the issue. Once received, customer service will review the claim and respond within 24–48 hours.

Where appropriate, a replacement or store credit may be offered. Remedies are limited to replacement or store credit where appropriate. Cash refunds are not issued for items damaged during transit.

Claims that do not meet reporting requirements or lack sufficient documentation may be declined.

Refund Eligibility

Refunds are not available in the following situations:

• Perishable items shipped using slower or non-recommended delivery methods
• Situations where perishable items are substituted with non-perishable alternatives at our discretion to protect quality and ensure successful delivery
• Customized or personalized items
• Change of mind after an order has been placed
• Personal taste or preference
• Substitutions made in accordance with our guidelines
• Undeliverable orders due to incorrect or incomplete address information, recipient unavailability, or refusal
• Orders marked as delivered where proof of delivery has been obtained, including deliveries left in a safe location or with building staff
• Delays or delivery issues caused by circumstances beyond our control

Returns

Orders are prepared specifically for each customer and many items cannot be reused or resold. As a result:

• Refused deliveries are treated as undeliverable orders and are not eligible for refunds
• Perishable items cannot be returned

Re-Delivery and Re-Shipping

If an order cannot be delivered due to customer or recipient circumstances, re-delivery may be offered, where operationally feasible, at the purchaser’s expense.

• Re-delivery fees depend on the product type and destination
• Perishable items may require remaking or replacement, and customers may be charged for associated costs when items cannot be reused or resold

Cancellations and Order Changes

Orders begin processing shortly after payment is submitted.

• Once an order has shipped, address changes or cancellations are no longer possible
• Customers should contact us promptly after placing an order but before it ships if an address change or correction is needed
• During peak periods or holidays, additional notice may be required and changes cannot be guaranteed

Events Beyond Our Control

We are not responsible for refunds or credits related to delays, non-delivery, or service interruptions caused by circumstances beyond our control, including but not limited to weather events, carrier disruptions, labour issues, or public emergencies.

Customers are responsible for providing complete and accurate delivery information at all times.

Questions or Support

For assistance with an order, please contact customer service. Additional delivery-related questions may be answered on our FAQ page.