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.

Where a product remains usable, claims based solely on delivery delays will not be eligible for refund or replacement.

By placing an order for our products, you acknowledge that:

• Delivery delays may occur due to circumstances outside our control.
• A delay in delivery does not mean the goods are faulty or unfit for use.
• Where a product remains usable, claims based solely on delivery delays will not be eligible for refund or replacement.

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 as soon as reasonably possible and ideally within 24 hours for perishable goods and 30 days for ambient goods. Prompt reporting is required to allow us to assess the condition of the Goods at the time of delivery. Please ensure the following when receiving your parcel:

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)

If your order arrives in a condition that renders it unusable for its intended purpose, please do not dispose of any items or packaging until we have reviewed your case, as we may require photos or further information.

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

Nothing in this clause limits our responsibility where Goods are delivered in a condition that renders them unfit for purpose. Any such issues will be assessed in accordance with Clause 8. Nothing in this clause affects your statutory rights.

If the use-by or best-before date is shorter than expected, please contact us as soon as reasonably possible and ideally within 24 hours for perishable goods and 30 days for ambient goods.

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 of our website.

• 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.

Where a product remains usable, claims based solely on delivery delays will not be eligible for refund or replacement.

If you change your mind, please notify us within 14 days of delivery. Eligible products must then be returned to us within 14 days of notifying us, in their original, unopened packaging and in a resaleable condition.

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

Unless the product is faulty, damaged, or sent in error, we will provide you with a return postage label. A return shipping charge of £4.20 (inclusive of VAT) will be deducted from your refund.

If your item arrives damaged or incorrect, please refer to the “Received a damaged item or quality issue?” section above.

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.