We want you to be completely happy with your order. If you have any concerns about the goods you have received, please contact us as soon as possible and we will do our best to put things right.
Food Hampers, Selection Boxes & Perishable Food
Due to the nature of our products, many of the goods we sell are perishable and may have a short shelf life. This includes fresh cheese, charcuterie, chilled products, fresh produce and other food products that may deteriorate or expire rapidly.
Under UK consumer law, the usual 14-day cancellation or 'cooling-off' period for online purchases does not apply to goods that are liable to deteriorate or expire rapidly.
For non-perishable goods that are not subject to this exemption, your statutory 14-day cancellation period begins on the day after you receive your order.
Nothing in this policy affects your statutory rights. If an item arrives damaged, faulty, spoiled, is not as described, is incorrect, or is otherwise not of satisfactory quality or fit for purpose, please contact us and we will arrange an appropriate remedy, which may include a replacement or refund.
Hampers & Selection Boxes
Our hampers and selection boxes contain the products specifically listed on their individual product pages. Any props, serving pieces or decorative items shown in photographs are not included unless expressly stated in the product description.
Because our hampers and selection boxes may contain perishable food, the cancellation rights described above may not apply to the hamper or individual perishable items once the order has been accepted and dispatched.
Where a hamper or selection box contains both perishable and non-perishable items, please contact us if you have any concerns about a particular product and we will assess the issue individually.
Substitution Policy
We take care to ensure that our hampers, selection boxes and bespoke food selections contain the products shown on our website. However, occasionally an item may become unavailable or unsuitable for inclusion due to stock availability, seasonal changes or other circumstances beyond our control.
In these circumstances, we reserve the right to substitute an item with another product of equal or greater value. We will make every reasonable effort to ensure that any replacement is of a similar quality, style and character to the original product and remains appropriate to the selection or theme.
Where possible, we will notify you of any significant substitution before your order is dispatched. Where advance notification is not possible, we will include a note with your order explaining the substitution.
Where we are unable to provide a suitable replacement, we may refund the value of the unavailable item.
Outside Catering, Bespoke Orders & Build Your Own Buffet
For outside catering bookings, bespoke catering packages, and Build Your Own Buffet orders, a deposit may be required at the time of booking to secure your date and time slot.
Cancellations made more than 48 hours before the agreed delivery or event time will receive a full refund of any deposit paid. Cancellations made within 48 hours of the agreed delivery or event time will forfeit the deposit, as ingredients and preparation will already be underway.
Where a confirmed 30-minute delivery window has been agreed for a catering order, we are unable to accept responsibility for spoilage, deterioration or inconvenience caused by a customer failing to be available within that window. In such circumstances, a refund will not normally be issued for perishable goods.
If you need to amend or cancel a catering order, please contact us as soon as possible by phone or email so we can do our best to assist you.
Damaged or Incorrect Orders
We take great care when packing and dispatching orders, but occasionally goods may be damaged during transit.
Please inspect your order as soon as possible after delivery. If an item has arrived damaged, spoiled, is missing, or you have received an incorrect product, please contact us promptly with your order number and, where possible, photographs of the product and packaging.
We may offer a replacement, refund or another appropriate remedy depending on the circumstances.
For perishable products, it is particularly important that you contact us as soon as possible after delivery so that we can properly investigate the issue.
Cancelling Your Order
You may request cancellation of your order at any time before it has been dispatched. Please contact us by email as soon as possible, quoting your order number.
Where your cancellation request is received before dispatch, we will cancel the order and provide a full refund.
Once an order has been dispatched, we may be unable to cancel it, particularly where the order contains fresh, chilled or other perishable goods.
If an order has already been dispatched and you no longer wish to receive it, please contact us immediately. You should take reasonable steps to ensure that the goods are not damaged, spoiled or otherwise allowed to deteriorate while we determine whether the order can be intercepted or returned.
We cannot accept responsibility for deterioration caused by a customer refusing delivery, failing to take delivery, providing an incorrect delivery address, or failing to store perishable goods appropriately after delivery.
Refunds
Where a refund is agreed, we will normally refund the relevant amount using the original payment method.
Where a refund is being provided because goods are damaged, faulty, incorrect or otherwise do not meet your statutory rights, we will explain the available remedy and any arrangements for replacement or collection where appropriate.
Any refund will be processed within the timeframe required by applicable consumer law.
Exclusions
We cannot accept returns or provide refunds simply because you have changed your mind about fresh or other rapidly perishable food products where the statutory cancellation right does not apply.
We also cannot normally refund goods that have been damaged after delivery due to incorrect storage, mishandling, misuse or failure to follow the storage instructions provided with the product.
Nothing in this policy limits or excludes any legal rights you have under UK consumer law.
Contact Us
For questions regarding returns, refunds or an issue with your order, please contact us by email at info@fat-unicorn.co.uk. Please include your order number and details of the issue so that we can assist you as quickly as possible.
