Refunds and Returns

Last updated: 13 October 2026

We want every box to arrive just as we made it. If it doesn’t, tell us and we’ll put it right.

Why we can’t take returns for a change of mind

Our dates are fresh food, made to order. Once they have left our kitchen, we can’t resell them or take them back. For that reason the usual 14-day right to cancel doesn’t apply. This is set out in regulation 28 of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, which excludes goods that spoil quickly and goods made to the customer’s choices.

So please don’t post dates back to us unless we ask you to. If you need to change or cancel an order, email us as soon as possible. If we haven’t started making it, we’ll try to help.

If your order is damaged, faulty or wrong

Your rights under the Consumer Rights Act 2015 still apply. What we send must be as described, of satisfactory quality and fit for purpose. If it isn’t, you are entitled to a replacement or a refund.

Here is how to let us know:

  1. Email [email protected] within 48 hours of delivery.
  2. Include your order number and a short description of the problem.
  3. Attach photos of the dates, the box and the outer packaging.

We ask for 48 hours because the dates are perishable. A quick report and photos let us see what went wrong and fix it. If you notice a problem later, still get in touch and we’ll look at it fairly.

Once we’ve seen the photos, we’ll offer to remake and resend the affected items free of charge, or refund you. You choose which you’d prefer. You won’t usually need to send anything back.

How refunds are paid

Refunds go back to the card you paid with. We aim to process them within 14 days of agreeing a refund with you. Your bank may then take a few more working days to show it on your statement. If the whole order was affected, we refund the delivery charge too.

Lost parcels

If your parcel goes missing in the post, see the advice on our Delivery page. If Royal Mail can’t find it, we’ll remake your order or refund you.

Wedding and corporate orders

Wedding favours and corporate orders are quoted separately. Any deposit, cancellation or refund terms for those orders will be agreed with you in writing before we start.

This page sits alongside our Terms and Conditions.