A clear route from delivery to return or complaint.
This page explains statutory withdrawal, product exceptions, return costs, refunds, and how to start a request from your account.
Consumers can generally withdraw from an online purchase within 14 days after receiving the goods, without giving a reason. Specific statutory exceptions may apply.
How to withdraw
Tell us clearly that you are withdrawing within 14 days after receiving the goods. You may use the return action in your order detail or contact us through the published contact details. You do not need to give a reason.
Please identify the order and the goods concerned. Send the goods back without undue delay, normally no later than 14 days after notifying us.
Model withdrawal notice
You may send the following to the customer contact stated in the terms: “I/We hereby give notice that I/We withdraw from the contract of sale for the following goods: [goods]. Order number: [number]. Ordered on/received on: [dates]. Name and address of consumer(s): [details]. Date: [date].” A signature is required only when the notice is sent on paper.
Using this form is optional. The notice only needs to identify the consumer, the contract and the seller, and state the decision to withdraw unambiguously.
Food-product exceptions
The withdrawal right may not apply to goods liable to deteriorate or expire rapidly, or to sealed goods that are unsuitable for return for health or hygiene reasons after unsealing.
We do not treat every food product as automatically excluded. Any exception is assessed against the product, its condition, and the applicable law. This does not limit rights relating to faulty, damaged, or incorrectly supplied goods.
Refund and shipping costs
We reimburse eligible payments within 14 days after being informed of the withdrawal, using the same payment method unless we expressly agree otherwise and this causes you no cost. We may wait until the goods arrive or you provide evidence that they were sent back.
The basic outbound delivery cost is reimbursed; an extra amount paid for a premium delivery option is not. You normally pay the direct return cost unless the goods were faulty, damaged, or supplied incorrectly, or we agreed otherwise.
You are liable only for diminished value caused by handling beyond what is necessary to establish the nature and characteristics of the goods. We do not charge a flat restocking fee.
Complaints are separate
If goods arrive damaged, faulty, incomplete, or different from the order, describe the defect, state the remedy you request, and keep useful photographs. A complaint does not require the original packaging; do not rely only on the withdrawal process.
A consumer may complain about a defect that appears within two years after delivery; for coffee, its nature, marked shelf life and correct storage are taken into account. Subject to the statutory conditions, the consumer may request repair or replacement, a reasonable price reduction, or withdrawal from the contract.
When a complaint is received, we issue written confirmation stating the date, the defect and the requested remedy. We handle the complaint, including remedying the defect, and notify the consumer without undue delay and no later than 30 days unless a longer period is expressly agreed. We issue written confirmation of the outcome or reasons for rejection.
Order help
For a return, complaint or receipt question, contact support and quote your order reference. Support will confirm the next steps.
For a guest purchase, keep the receipt link and use the original browser. If access is lost, support must verify ownership before sharing order details. Creating an account does not attach a guest order.
Official consumer information