Returns and Refunds

We want every order to arrive as it should. Because we sell food, we handle problems a little differently from shops that sell other goods: for health and hygiene reasons, we usually cannot take food back once it has been delivered. Instead, we look at what went wrong and work out a fair way to put it right.

Please tell us if an item in your order is:

• damaged, or arrived with broken or leaking packaging;
• not what you ordered;
• missing from your order;
• spoiled, or not in the condition you would expect; or
• a problem in another way.

Send us a message through the Contact page and choose “Order or delivery” as the topic. Please get in touch as soon as you can after your order arrives, because the sooner we hear from you, the easier it is for us to find out what happened.

To help us look into it quickly, please include:

• your order reference, which is in your order confirmation email and in Track Order;
• the name and email address you used at checkout;
• which items are affected and what is wrong with them; and
• when your order arrived and when you noticed the problem.

If you can, please keep the item and its packaging until we reply. We may ask for more details, such as photos.

We review each request individually. We look at what you tell us, the details of your order and anything else that helps us understand what happened, and we may ask you a few questions. We will reply to the email address you used to contact us.

Depending on what happened, we may offer to replace an item, deliver a missing item, refund part or all of what you paid for the affected items, or agree another solution with you. The outcome depends on the circumstances, so we cannot promise a particular one in advance.

For health, hygiene and safety reasons, we are generally unable to accept the return of food that:

• has been opened, partly used or eaten, unless there was a problem with it;
• has not been stored as needed after delivery, such as chilled items left out;
• has packaging or seals that have been tampered with after delivery; or
• is perishable and was received in good condition.

If you are unsure whether something you have received is a problem we can help with, please contact us anyway.

Checkout payments are made through Paystack, so an approved refund is handled according to the original Paystack payment method. The time it takes to reach you can also depend on Paystack and on your bank or mobile money provider.

While a payment is still being confirmed, please do not send another payment for the same order. If you think you have been charged twice for the same order, or money has left your account but your order was not confirmed, send us a message through the Contact page and choose “Payment problem” as the topic. Please include your order reference if you have one, the payment reference or transaction ID, and the amount and time of the payment.

These cases are reviewed manually. The details you provide help our team compare the payment with the order record and explain the available next steps.

Orders cannot be changed or cancelled online. If you need to change or cancel an order, please contact us as soon as possible. Once an order is being prepared or is on its way, we may not be able to change or cancel it. The available options depend on the order’s current stage.