Damaged, incorrect or missing items
If your order arrives damaged, if you receive the wrong product or pack size, or if an item is missing from your confirmed order, please contact us as soon as possible after delivery.
To help us review the issue quickly, please send your order details together with clear photos of the product, packaging and any visible damage where relevant.
Food products and change-of-mind returns
Because we sell food products, we cannot normally accept returns of items that have been opened, used, partly consumed or stored improperly after delivery.
Change-of-mind returns may also be limited for food-safety and hygiene reasons. If an unopened item has an issue, contact us before returning or sending anything back.
Do not send products back without contacting us
Please contact The Nut Shop first before arranging any return. We will review the order and let you know whether a return, replacement, refund or another solution is appropriate.
Returning an item without prior confirmation may delay the review of your request.
Replacement or refund
After we review the issue, we may offer a replacement, refund, partial refund or another appropriate solution depending on the condition of the item and the nature of the problem.
Where a refund is approved, we will confirm the refund method with you. Processing time may depend on the payment method or payment provider used for the original order.
Delivery charges
Delivery charges are normally not refundable when the correct order has been delivered successfully.
If the issue was caused by an error from The Nut Shop, such as sending the wrong product or an incorrect confirmed order, we will review the related delivery cost as part of the resolution.
What to send us
When contacting us about a return or refund request, please provide:
- Your name and contact number
- The product name and pack size
- Your order or delivery details
- A short explanation of the issue
- Clear photos where the item is damaged, incorrect or affected
How to contact us
WhatsApp is the fastest way to reach us regarding order problems, returns or refunds.
Each request is reviewed individually
The condition of the product, packaging, order details and the type of issue may affect the available solution. Please keep the product and packaging until your request has been reviewed.