Returns & Refunds Information

For Businesses

Order mistake / non faulty goods:

Should you wish to return any goods that have been ordered incorrectly or which are not faulty, we will accept requests for returns up to 14 days after you have received the goods. However, such returns may be subject to a fee of £25 to cover any administrative fees associated with card payments. For all food and drink items, these will not be accepted for a refund if used or opened. Please note that we reserve the right not to refund items that are returned in unusable or unsellable condition. Delivery costs incurred by means of order mistakes or non-faulty goods are not refundable.

Damaged / Missing / Incorrect supplied goods:

If for any reason, we process a return to you subject to our Business T&C's, we will refund you the price you paid for the products after we have received the products back (where applicable). Refunds will be made by the method you used for payment. If you paid by Credit Card the refund will automatically be made to that card. If you paid by PayPal your refund will be processed via PayPal.

We may reduce your refund to reflect any reduction in the value of the goods, if this has been caused by your handling them in a way which would not be permitted in a shop. If we refund you the price paid before we are able to inspect the goods and later discover you have handled them in an unacceptable way, you must pay us an appropriate amount. 

For Consumers

Order mistake / non faulty goods:

If you want to return your order for any reason after your goods have been dispatched to you or you have received them, you must return them to us. 

In any case, you must request a return with the below form and our customer services team will get in touch with you shortly. They can either arrange a collection for the goods to be returned with our delivery partner TNT or agree with you to post them back to us at Tchibo House, 7-8 Blenheim Road, Epsom, Surrey, KT19 9BE and provide us with evidence that you have sent the Product back to us.

If you are responsible for the costs of the return and/or we are collecting the goods from you, we will charge you the direct cost to us of collection. We charge £25 for the cost of processing the return.

Damaged / Missing / Incorrect supplied goods:

We will refund you the price you paid for the Products including delivery costs (if applicable), by the method you used for payment. If you paid by Credit Card the refund will automatically be made to that card. If you paid by PayPal your refund will be processed via PayPal. We will pay the costs of return for damaged products, for incorrect supplied goods or a missing order. In all other circumstances you will pay the costs of return as explained above. 

For more information of returns & refunds for consumers, such as possible deductions from refunds if you are exercising your right to change your mind or when your refund will be made, please see our Consumer T&C's.

Request a refund

If you would like to request a return / refund, please complete the form below. This will ensure that we process your request as fast as possible. Before you start filling in the requested information in the form, please make sure you are logged in to your account. You can find the requested information in regards to your order on the invoice supplied. Order number, article number, product name and quantity ordered will all be included on your invoice. In case of missing deliveries, please just enter the order number in the form below, this can be found on either the order confirmation email or the shipping confirmation email you've received already.