Returns and refunds

If something isn’t right with your order, or you’ve changed your mind, here’s how it works. None of this affects your legal rights.

Damaged, faulty or incorrect orders

If your order arrives damaged or faulty, or isn’t what you ordered, email hello@thousandisles.co.uk with your order number and a photo if you can. We’ll send a replacement or give you a full refund, including delivery. If we need the item back, we’ll cover the cost of returning it.

You can reject a faulty product for a full refund within 30 days of delivery. After that, you’re still entitled to a replacement or, if that isn’t possible, a refund.

Changing your mind

You have 14 days, starting the day after your order is delivered, to tell us you want to cancel. You don’t need to give a reason.

• Unopened pouches can be returned for a full refund.
• Opened pouches can’t be returned unless they’re faulty. For health protection and hygiene reasons, we can’t take back a food product once its seal is broken.

How to cancel

Email hello@thousandisles.co.uk with your name, order number and the items you’re returning. You can also fill in the cancellation form below and email it to us. We’ll reply with the address to send your return to.

Please send the unopened pouches back within 14 days of telling us you’re cancelling. Unless the item is faulty or incorrect, you pay for return postage. We recommend a tracked service, as the parcel is your responsibility until it reaches us.

Refunds

We’ll refund you within 14 days of receiving your return, or of you showing us proof that you’ve sent it, whichever comes first. If you cancel your whole order, the refund includes what you paid for delivery, up to the cost of our standard delivery option. Refunds go back to the card or account you paid with.

Cancellation form

You don’t have to use this form. An email saying you’re cancelling works just as well.