Last updated: 11 September 2026

The short version

• Damaged, missing or wrong item? Tell us within 48 hours of delivery — we replace it or refund it. No need to send anything back.
• Changed your mind? Consumers can cancel within 14 days of delivery for unopened, non-perishable cases. We collect it on our next run in your area and refund the goods.
• Refund timing: to your original payment method within 5 working days of approval (banks may take a further 3–5 days to show it).

Damaged, short-dated or incorrect items

1. Email hello@londondelivered.co.uk within 48 hours of delivery with your order number and a photo of the item and outer case.
2. We confirm the resolution within one working day: a replacement on our next delivery to your area, or a refund of the item.
3. Please keep the item until we confirm — we may ask our driver to collect it.

Change-of-mind returns (consumers)

Under the Consumer Contracts Regulations 2013 you may cancel within 14 days of receiving your order. To qualify, items must be unopened, in original sealed cases and fit for resale. We cannot accept returns of:

• Perishable or chilled goods, or anything past its best-before date at the time of return;
• Sealed food, drink or hygiene products that have been unsealed;
• Split cases or part-used multipacks;
• Alcohol, once accepted at the door.

To cancel, email hello@londondelivered.co.uk with your order number and the items you wish to return. We arrange collection by our own driver — you do not need to post anything. The goods are refunded in full; the original service fee is not refundable on change-of-mind returns, and a £9.99 collection charge applies unless the return is due to our error.

Business customers

Change-of-mind returns are not available on business orders. Damaged, missing or incorrect items are always replaced or refunded when reported within 48 hours.

Cancelling before dispatch

Email hello@londondelivered.co.uk as soon as possible with your order number. Orders cancelled before they are picked are refunded in full including the service fee.

Sale Stock

Items in our Sale Stock section may be short-dated; the best-before date is stated on the listing. Short-dated sale items are not returnable for change of mind, but are covered as normal if damaged, missing or incorrect.

Your statutory rights are not affected. Questions: hello@londondelivered.co.uk.