We understand that legal information can be tedious, but our legal team insists it’s necessary. Please read this before placing an order.

Returns Policy

Due to the perishable nature of our products, we cannot accept returns. However, we strive for customer satisfaction and offer refunds, replacements, and gift vouchers at our discretion.

Before Enjoying Your Fruit

Please wash your fruit before consumption to remove any packaging debris. Our biodegradable packing peanuts are starch-based and technically edible, though we do not recommend eating them. Additionally, while our wood wool is biodegradable, it is not edible. We advise washing all fruit for the best experience, even if the outer rind is not meant for consumption.

Issue Resolution

Damaged or Spoiled Items

Unlike supermarket fruits, our products do not contain preservatives or wax. As a result, some fruits may have external blemishes when they reach peak ripeness. If you suspect your fruit is spoiled, please cut it open to check the edible flesh.

If the fruit is spoiled inside or has been damaged during transit, please:

1. Take two clear photos of the affected product:

•   One photo of the washed outer rind.
•   One photo of the internal edible flesh.

2. Submit your photos within 24 hours of receipt via this online form: exfr.me/report

Important Guidelines:

• Submit one or two photos per affected fruit.
• Include only one fruit per photo.
• We cannot accept reports of damaged or spoiled fruit if delivery was missed.

Our team will evaluate your photos to determine if the fruit is edible and safe for consumption.

Missing Items

We strive for accuracy with every order, but occasional mistakes can occur since we operate as a small team. We photograph each order before it leaves our warehouse to verify contents.

If you believe an item is missing from your order, please:

1. Submit a notification using this online form: exfr.me/report  

We will address the issue with a refund or resend based on the value and availability of the missing item.

Order Not Arrived

Your expected delivery date and tracking information can be found in your account. Please wait until after 6 PM on the expected delivery date to report a missing order.

If your order has not arrived by that time, please:

1. Notify us through this online form: exfr.me/report  

We will contact our courier to investigate and follow up with you promptly. If an item is affected by the delay, please refer to the “Damaged/Spoiled Items” section.

Order Cancellation

You can cancel your order anytime before it has been dispatched by contacting our warehouse directly at 0203 633 8893 and select option 2.

 

Our customer service team aims to respond to complaints within 24 working hours.  

As a small business, our customer service hours are:

Monday - Thursday: 9:00 AM - 12:00 PM

*Excluding Bank Holidays.