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Customer Support & Refunds
Refund Policy
We want every order from SPOONN LTD to arrive as expected. If something is not quite right, our team will review the situation and work towards a fair and reasonable solution.
Refund Timeframe
To help us investigate issues effectively, refund requests should be submitted within 48 hours of the recorded delivery time.
Requests received after this period may still be reviewed where appropriate, although supporting information may be required.
Return Conditions
As our products are food and beverage items, physical returns are generally not required. Customers should contact us with details of the issue before disposing of any product.
- The order must have been purchased directly through our website.
- The issue must be reported within the stated refund timeframe.
- Sufficient information should be provided to help us assess the request.
- Photographs may be requested when relevant.
Non-Refundable Situations
Refunds may not be available in the following situations:
- Requests submitted more than 48 hours after delivery without reasonable explanation.
- Incorrect delivery information provided during checkout.
- Orders that could not be delivered due to customer unavailability where delivery was attempted as instructed.
- Product preferences relating solely to personal taste.
- Issues resulting from improper storage after delivery.
Damaged Item Handling
If an order arrives damaged, customers should contact us within 48 hours of delivery and provide details of the issue.
Where appropriate, we may request photographs to help verify the condition of the product and assess the most suitable resolution.
Approved claims may result in a replacement, store credit or refund depending on the circumstances.
Wrong Order Handling
If the delivered product does not match the confirmed order, customers should notify us within 48 hours of delivery.
Once verified, we will work to arrange an appropriate resolution, which may include replacement products, store credit or a refund where applicable.
Refund Processing Time
Refund Review: Typically completed within 1–3 business days after all required information has been received.
Refund Issuance: Approved refunds are normally submitted within 3 business days of approval.
Funds Arrival: Once issued, funds generally arrive within 5–10 business days, depending on the customer’s card provider, bank or payment method.
How To Request Support
To request assistance regarding an order, please include your order number, contact details and a brief description of the issue. Providing accurate information helps us review requests more efficiently.
Contact Information
SPOONN LTD
19/21 Swan Street
West Malling, Kent
ME19 6JU
United Kingdom
Email: support@spoonnltd.shop
Phone: +44 7749 869295
