Reporting a Problem, Cancellations and Returns

The FoodFolks Resolution Centre

Although FoodFolks is not a party to your transaction, we provide a Resolution Centre for use when an order does not go as expected and you cannot resolve the issue directly with the seller. If there is a problem with your order, first contact the seller through Messages; sellers should be given 48 hours to respond. If the issue remains unresolved, you may open a case through the Resolution Centre for non-delivery, late delivery, damage in transit, spoiled or unsafe food, incorrect items, or an item materially different from its listing (including undisclosed allergens).

The FoodFolks Order Guarantee

You may be entitled to a full refund, including delivery charges, where:

1.      An order does not arrive, or arrives significantly later than the seller's stated delivery window, for reasons within the seller's or courier's control;

2.      An item arrives damaged, spoiled, or in an unsafe condition due to inadequate packaging or handling by the seller;

3.      An item is materially different from its listing — for example, the wrong item, wrong quantity, or a failure to disclose an allergen actually present in the product;

4.      An alcohol order was accepted by, or knowingly supplied to, someone under 18 due to the seller's or courier's failure to verify age.

Because most items on FoodFolks are fresh, made-to-order, or otherwise perishable, the statutory 14-day cancellation “cooling-off” right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 generally does not apply once a seller has begun preparing your order, in line with the regulations' exemption for goods liable to deteriorate or expire rapidly and for bespoke or personalised items. This does not affect your separate right, under the Consumer Rights Act 2015, to a refund, repair, or replacement if an item is faulty, not as described, or unsafe.

Ineligible Claims

The following generally do not qualify for the Order Guarantee, unless required by law:

1.      Items consumed, opened, or discarded before a problem was reported;

2.      Dissatisfaction with taste or personal preference where the item matched its description;

3.      Delay caused by the buyer's own unavailability to accept delivery, or failure to correctly enter a delivery address;

4.      Orders paid for outside FoodFolks checkout.

Cancellations

You may request that a seller cancel an order via Messages before preparation begins; only the seller can action a cancellation. Given the fresh and perishable nature of most listings, sellers are not obliged to accept cancellation requests once preparation has started.

Returns

Because food and drink items are perishable and, for hygiene reasons, generally cannot be resold once dispatched, most sellers do not accept returns of accepted, correctly supplied items. Each seller's specific return policy (if any) is published on their shop page. This does not limit your statutory rights under the Consumer Rights Act 2015 in respect of faulty, unsafe, or misdescribed goods.