If you’re looking to return or exchange your order for whatever reason, we’re here to help. As our products are perishable, we always aim to process returns and exchanges quickly and easily.
Cancelling your order within 14 days
If you want to cancel your order, you must notify us within 14 days of receiving the order. After we have verified the cancellation, you must return the order to us within 14 days of verification.
To cancel your order, please contact email@example.com and provide:
- Your Order Number
- Items you want to return
You do not have to provide a reason for cancelling and returning your orders within the 14 days of receiving the product.
Products can only be returned in their original packaging and original condition for reselling.
The original delivery cost is non-refundable. You can only request a refund for products purchased.
Faulty or not-as-described items
If you have received an item that is faulty or not-as-described, please contact firstname.lastname@example.org and provide:
- Your Name
- Your Order Number
- Items that are faulty or not as described
- Evidence and further details of the issue.
Products found to be faulty or not as described will be issued a full refund.
If we require you to return a faulty or not as described product, we will cover the cost of delivery to return the product to us.
Final sale products
Items that are non-refundable and non-exchangeable include:
- Products listed as past their before before date
- Products listed as short-dated (within 1 month of their passing their best before date)
- Products sold as part of a clearance sale. (These sales will be listed as such with non-refundable and non-exchanged detailed on the individual product pages)
- Products given away in a promotional deal (e.g. free gift when spending over £20)
The refund process
To request a refund, please email email@example.com with the following:
- Order Number
- List of items to return
- Reasons for return with evidence (Optional)
Once we received your request, the following will happen:
- We will review the request within 48 hours (and ask for more details if required)
- We will email you with our decision
- You agree to the decision and ship the products to the provided address
- We inspect the goods within 48 hours of receiving the goods
- If the goods pass the inspection, we refund within 24 hours the agreed amount to the payment method for the original order.*
*Please note that different payment methods have different processing times. The 24 hours stated is for Alleway’s Confectionary to initiat the process.
Exchanges and store credit are available alongside our standard refund option. Please specify your preferred method when first contacting us.
For more information
We’re always happy to help.
To ask any questions regarding refunds, returns, and online sales, please contact firstname.lastname@example.org