Delivery & returns

We deliver to addresses across the United Kingdom: England, Scotland, Wales and Northern Ireland, including the Scottish Highlands, the Scottish islands and the Isles of Scilly. We do not currently deliver to the Isle of Man, the Channel Islands, BFPO addresses or outside the UK.

Delivery charges

The same prices apply everywhere we deliver:

Orders of £35.00 or more (after any discounts): free standard delivery
Orders under £35.00 containing seasoning blends only: £2.50
Orders under £35.00 that include kitchen & tableware (such as a seasoning dredger): £3.95

The delivery charge is shown in your basket and at checkout before you pay.

Dispatch and delivery times

We dispatch every order within 3 days of your payment. We pack on working days (Monday to Friday, excluding bank holidays) and send with Royal Mail, which usually takes a further 2–3 working days. Parcels to Northern Ireland, the Highlands and the islands can take a little longer after they leave us. The 3-day dispatch time is the same for every order we accept. We currently deliver only in the United Kingdom.

We will email you when your order has been dispatched, including tracking details where the service provides them.

If we do not dispatch within 3 days, email hello@pinchwell.com. You can cancel anything we have not sent, and we will refund what you paid for it.

Under the Consumer Rights Act 2015, goods must be delivered without undue delay. Where no delivery time has been agreed, that Act allows up to 30 days, and that rule applies across the United Kingdom. We have agreed a shorter time with you: dispatch within 3 days of payment.

Items sent by our suppliers

Some kitchen & tableware is sent directly to you by our suppliers rather than from us. Where that's the case, the product page says so and shows the expected delivery time. These items may arrive separately from the rest of your order, at no extra delivery cost. Your contract is still with us and we remain responsible for your order and your legal rights, so please contact us, not the supplier, about any problem. If you want to return a supplier-sent item, email us first and we will tell you where to send it.

If your parcel doesn't arrive

Your order is our responsibility until it is delivered to the address you gave us (or to someone you nominated to receive it). If it hasn't arrived within 10 working days of dispatch, please email hello@pinchwell.com. We will look into it and, if the parcel is lost, send a replacement or give you a full refund.

Cancelling before dispatch

Email hello@pinchwell.com if you want to cancel before the goods leave us, including within 24 hours of paying. If the items have not been handed to the carrier, we will cancel the order, refund what you paid, and we will not send them.

Once the goods have been handed to the carrier, use the 14-day returns rules below.

Changing your mind — sealed packs

You can cancel for any reason within 14 days, starting the day after you receive the order. If an order arrives in more than one parcel, the 14 days start the day after the last parcel arrives.

Send back packs that are still sealed and undamaged. Our seasoning packs are heat-sealed above the zip. Opened packs are not accepted for a change of mind (Consumer Contracts Regulations 2013, regulation 28(1)(c)).

We will refund you where the pack is faulty or off, had expired, or was damaged or leaked on the way to you, including where the seal was broken in transit. Email us with your order number. A photo helps. We will not ask you to send back food that is unsafe. If we do ask you to return a faulty or damaged item, we pay the return cost.

Kitchen & tableware (such as seasoning dredgers) can be returned under the normal 14-day right. Please send items back unused and, where possible, in their original packaging.

How to cancel

Tell us within the 14 days by emailing hello@pinchwell.com or writing to PO BOX 2345. You can use the model cancellation form at the bottom of this page, but you don't have to — any clear statement that you want to cancel is enough.

Then send the sealed, undamaged packs back to PO BOX 2345 within 14 days of telling us. You pay the cost of returning items when you change your mind. We recommend a tracked service, because items are your responsibility until they reach us. The returns address is the one set in our shop details, and it is the address to use on the form below.

Your refund

We will refund the price of the returned items by the same payment method you used. If you cancel your whole order, we will also refund the standard delivery charge you paid. We will pay the refund within 14 days of receiving the items back or, if earlier, within 14 days of you sending us proof that you have posted them. We may reduce the refund if an item has been handled more than was needed to check it, as you could in a shop.

Damaged, faulty or incorrect items

If anything arrives damaged, faulty, not as described or not what you ordered, please email hello@pinchwell.com as soon as you can with your order number. A photo helps us sort it out quickly. We will not ask you to send back food that is damaged or unsafe.

Your rights under the Consumer Rights Act 2015 include:

Within 30 days of delivery: a full refund, or a replacement if you prefer.
After 30 days: a replacement, or a refund if a replacement isn't possible or doesn't put things right.

If an item needs to come back because it is faulty or we sent the wrong thing, we pay the return cost. Nothing on this page affects your statutory rights. For independent advice, contact Citizens Advice.

Model cancellation form

Complete this form only if you wish to cancel. You can copy it into an email to hello@pinchwell.com. You do not have to use this wording — any clear statement that you want to cancel is enough.

To: Pinchwell Seasonings Ltd

Address: PO BOX 2345

Email: hello@pinchwell.com

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

[list the goods]

Ordered on: [date]

Received on: [date]

Order number: [number]

Name of consumer(s): [name]

Address of consumer(s): [address]

Signature of consumer(s) (only if this form is sent on paper):

Date: [date]