Refund policy

This policy summarises some of your key rights and provides information on returns and refunds. It is not intended to replace our Terms and Conditions.

Returns. If you have changed your mind about your order and wish to cancel it, please return the product to us in its original condition and with proof of purchase. We will issue an exchange or refund as long as it meets the following conditions:

  • The product is in its original packaging, the labels are in good condition, and the product can be resold.
  • You haven’t used the product.
  • The product doesn’t fall within the excepts set out under 'order cancellation' section below.

Items that cannot be returned. You cannot cancel orders for the following:

  • Products for which you pay a total of £42 or less.
  • Products which are bespoke or personalised.
  • Products that have a short shelf life, such as fresh food (e.g. our meal kits, bakery items, and brownie boxes), alcohol, and beverages.
  • Hampers containing fresh food, alcohol, and beverages.

Incorrect delivery address. We will not refund or replace orders where you have provided us with an incorrect or invalid delivery address.

Period for order cancellation. You have 14 days starting from the day after you receive the products.

How to cancel your order. If you want to cancel your order, you must let us know within the time period mentioned above. You can cancel your order by:

  • Email – please provide your name, address, and order reference; or
  • Completing and returning the cancellation form set out below and sending it to us by email (see our Contact page for details).

To meet the cancellation deadline, it is sufficient for you to send your cancellation request to us before the 14-day cancellation period has expired.

How to return products. Before returning a product, please first let us know that you would like to cancel your order. Our customer service team will then provide you with details of how to arrange your return (see our Contact page for details). Once you notify us of your cancellation, you will then have 14 days to return the product to us.

Cost of returns. Returns are at your own cost unless we offered free returns when you placed your order.

Time period for refunds. We will process the refund due to you as soon as possible. In any case, your refund will be completed within 14 days after the day on which we received and authenticated your return, or if earlier, the day on which we receive evidence that you have returned the product to us.

How refunds will be issued. We will issue the refund using the same payment method you used when you placed your order, unless we have expressly agreed otherwise with you. For products bought with gift cards, we’ll send you an e-gift card to the email address that was used to make the purchase.

Refunds of delivery costs. We do not refund standard delivery costs. We do not refund any extra you have paid for express delivery or delivery at a particular time.


Cancellation form

(Complete and return this form only if you wish to withdraw from the contract)

To: Ottolenghi Limited,The Yellow Doors, Nags head Market Service Yard, Hertslet Road, N7 6PL

I hereby give notice that I cancel my contract of sale of the following products:

Ordered on [*]/received on [*]:

Name of consumer(s):

Address of consumer(s):

Signature of consumer(s)


[*] Delete as appropriate