We’re sorry to hear that something isn’t right. Please contact us as soon as possible so we can investigate and resolve the matter promptly.

Our customer support team is available Monday–Friday, 9am–3pm.

To help us assist you quickly, please email bonjour@bonnebouffe.co.uk and include:

• Your order number

• The email address used to place the order

• Your delivery postcode

• A clear explanation of the issue

• Photos where relevant (see below)

Please do not dispose of any items or packaging until we have reviewed your case, as we may require photos or further information.

For full details of your rights and our policies, please refer to our Terms and Conditions.

If your order has not arrived:

1. Check your dispatch confirmation email for tracking details.

2. Check with neighbours or any safe place where the parcel may have been left.

If you still cannot locate your parcel, please contact us with:

• Your order number

• The email address used

• Your delivery postcode

We will investigate with our delivery partner and update you as soon as possible.

If your tracking shows the parcel as delivered but you cannot locate it, please first:

1. Check your dispatch confirmation email, which includes your tracking number.
2. Use the tracking link to review the delivery scan details and any photo or GPS information.
3. Check with neighbours and any safe place where the parcel may have been left.

If the parcel was delivered to a nearby address or secure location, please attempt to retrieve it.

If you are still unable to locate your parcel, please contact us as soon as possible at bonjour@bonnebouffe.co.uk, quoting:

• Your order number
• The email address used for the order
• Your delivery postcode

We will investigate the matter and advise on the next steps.

For full details of our delivery terms, please refer to our Terms and Conditions.

If an item appears to be missing, first check your order confirmation email, which confirms the items purchased.  

If something is still missing, please contact us within 7 days of delivery and email us with:

• Your order number

• The email address used

• The name of the missing item(s)

• Pictures of the parcel received 

We will review your order and packing records and respond promptly.

If you have received the wrong item, please contact us within 7 days of delivery and include:

• Your order number

• The item you received (with a clear photo)

• The item you were expecting

Please keep the incorrect product and packaging until we advise further.

If an item has arrived damaged, leaking, spoiled, or if you believe there is a quality issue (for example, the product does not taste as expected), please contact us within 7 days of delivery.

To help us assess the matter quickly, please:

• Check your parcel as soon as it arrives

• Take clear photos of the damaged item(s) and the outer packaging (including the label)

• Email us with:

  • The photos

  • Your order number

  • The name of the damaged item(s)

Please do not dispose of the product or packaging until we have reviewed your claim, as we may require further information.

Photos are required for damaged items so we can investigate with our packing team and delivery partners.

If the use-by or best-before date is shorter than expected, please contact us promptly.

As guidance:

• Chilled items: We aim to provide the longest possible shelf life. The minimum expected shelf life (typically 4 or 7 days from delivery) is stated on the product page.

• Ambient items: You can normally expect at least 30 days to the best-before date.

Please email us with:

• Your order number

• The product name

• The date shown on the pack

• A clear photo of the label showing the date

Please keep the product while we investigate.

Whether the issue relates to a damaged, missing, incorrect or quality concern, we will review the details and advise on the appropriate resolution in line with our policies.

For full details of your rights and our procedures, please consult our Terms and Conditions.

If you change your mind, we can offer a refund provided the product is returned to us within 30 days, in its original, unopened packaging and in a resaleable condition.

Please note that we are unable to accept returns for perishable goods (including any items that must be kept refrigerated).

Unless the product is faulty, damaged, or sent in error, we are unable to refund the cost of return postage.

If your item arrives damaged or incorrect, please contact us as soon as possible so we can resolve the issue promptly.

For full details of your rights and our returns policy, please refer to our Terms and Conditions.

If you have any questions about returns, please contact us at bonjour@bonnebouffe.co.uk and we’ll be happy to help.