Thank you for your support. To protect your rights and interests, please read the following returns and exchanges terms carefully before making a purchase.

This Returns and Exchanges Policy sets out our after-sales arrangements within the framework of applicable law in the United Kingdom and does not affect any statutory rights to which consumers are entitled under applicable law.

A. Food Products

a. Delivery Acceptance and Inspection

To ensure food safety, customers are requested to inspect food products immediately upon delivery and to check them carefully at the time of acceptance. If any food product is found to have issues such as damaged outer packaging, missing items, deterioration, or expiry, please contact our customer service promptly and provide details of the issue.

In special circumstances where delivery is accepted by a person authorised by you, such acceptance shall be deemed as acceptance by you. You are therefore encouraged to inspect the products received as soon as possible. Thank you for your cooperation.

b. Returns and Exchanges

1.1 Due to the perishable, freshness-sensitive and hygiene-related nature of food products, including but not limited to seafood, fresh meat, frozen food and chilled food, returns or exchanges requested on the basis of a change of mind will generally not be accepted, unless the product is faulty, not as described, or otherwise required by law.

1.2 Opened food products will generally not be eligible for return or exchange unless there is a quality issue.

1.3 Where there is a genuine food quality issue, including but not limited to damaged outer packaging, missing items, deterioration or expiry, customers should contact customer service as soon as possible and, where practicable, within 24 hours of delivery, and provide photographic and/or video evidence for verification and food safety purposes. This timeframe is intended to facilitate efficient after-sales verification and does not affect any statutory rights to which consumers are legally entitled.

1.4 Claims will not be accepted where the issue arises from circumstances not attributable to the product itself, including but not limited to improper storage by the customer, delayed receipt, or failure to refrigerate within a reasonable time after delivery. In such cases, no return or exchange will be provided.

1.5 Any product submitted for refund, return or exchange must be a product originally supplied by our company.

B. Non-Food Products

Returns and Exchanges Conditions

1.1 Beauty and personal care products (such as face masks and skincare products) will generally not be eligible for return or exchange if opened, used, or otherwise unsuitable for resale for hygiene protection reasons, unless the product is faulty, not as described, or otherwise required by law.

1.2 Products and their packaging must be kept complete and in good condition, unused, and accompanied by all accessories, manuals and other included items. Refunds or exchanges may be provided only where the product remains in its original saleable condition and its resale is not adversely affected.

1.3 Customers should, where practicable, provide photographic or video evidence and contact customer service as soon as possible and within 7 days of delivery. Subject to verification by customer service, a refund or exchange may be arranged. This timeframe is intended to facilitate efficient after-sales verification and does not affect any statutory rights to which consumers are legally entitled.

1.4 This section sets out an additional returns and exchanges arrangement offered by our store in addition to, and not in substitution for, customers’ statutory rights under UK consumer law.

1.5 Any product submitted for refund, return or exchange must be a product originally supplied by our company.

C. Return Postage / Delivery Charges

1.1 Where the product is not faulty and otherwise qualifies for return or exchange under this policy, if the customer requests a return due to over-purchasing, dislike of the product, no longer wanting the product, or any other change-of-mind reason, the cost of return postage shall be borne by the customer. Alternatively, the customer may return the relevant order items to the store in person.

1.2 Where a return or exchange is due to a verified product quality issue, the relevant return postage or delivery cost shall be borne by our store, subject to confirmation by customer service.

D. After-Sales Timeframes

For the purpose of facilitating verification and handling of after-sales requests:

• for food products, customers should contact customer service as soon as possible and, where practicable, within 24 hours of delivery;

• for non-food products, customers should contact customer service as soon as possible and, where practicable, within 7 days of delivery.

These timeframes are our standard after-sales handling periods only and do not affect any statutory rights to which consumers are legally entitled.

E. Out-of-Stock Items

1.1 We will first contact the customer to ask whether they are willing to accept a substitute product of the same category in place of the original item. If the substitute product is priced higher than the original product, the customer will not be required to pay any additional amount.

1.2 If the customer does not accept a substitute product of equivalent type and value, a refund will be issued directly for the relevant item.

F. Order Cancellation

1. Zone ①

1.1 Orders may be cancelled by contacting customer service before 3:00 pm on the same day the order is placed.

1.2 For orders placed after 3:00 pm, cancellation must be requested before 3:00 pm on the following day.

1.3 After the above deadline, the order will be treated as dispatched and cancellation will in principle not be supported.

2. Zones ②, ③ and ④

2.1 Orders may be cancelled at any time after placement and before dispatch.

2.2 After dispatch, the order will in principle not be eligible for cancellation.

3. Orders Already Being Processed

For any order that has entered the picking, sorting, packing or dispatch process, cancellation or amendment may not be possible. This will be subject to confirmation by customer service.

G. Refund Method and Processing Time

Refunds will in principle be made using the original payment method.

Once it has been verified that the relevant conditions for refund are met, we will process the refund within a reasonable period of time.

H. Interpretation and Updates

Our store reserves the right of final interpretation of all the terms set out above.

If any provision of this policy is inconsistent with applicable law, the applicable law shall prevail.

We reserve the right to update this policy from time to time, provided that any such updates comply with applicable legal requirements.