Returns and refunds

1. Perishable goods

Our products are perishable chilled or baked foods. They are not returnable in the conventional sense (you cannot send a pizza back to us in the post) — Swiss food safety regulations and our food-safety certifications require that returned items be destroyed rather than re-circulated.

2. Damage, spoilage, or wrong item

If your order arrives in any of the following conditions: (a) damaged packaging resulting in damaged product; (b) inner temperature above 8°C upon arrival (verified by the included data-logger card); (c) wrong varieties shipped; (d) missing items from the order — please contact us within 24 hours with a photograph and we will arrange a full replacement or full refund at your option.

3. Refunds process

For PayPal orders, refunds are issued to the original PayPal account, typically within 3 business days of approval. For inquiry-based orders paid by invoice, refunds are issued via bank transfer to the account you nominate, typically within 5 business days.

4. Change-of-mind

If you change your mind about an order placed via PayPal, and the order has not yet been dispatched, we will refund in full. Once an order has been dispatched or delivered, change-of-mind is not refundable because of the perishable nature of our goods.

5. Allergens and dietary restrictions

Full allergen information is provided on each product card and on the inside of every box. If a product triggers an allergy that you did not declare at the time of order, this is not grounds for a refund. We strongly encourage customers with allergies to write to us before ordering so we can confirm suitability or recommend an alternative.

6. Contact

All return and refund communications: . Please include your order number and a photograph of any affected product or packaging.