Returns Policy

Thank you for shopping with deliciousjourney-fr.com. We take pride in offering authentic French food products and want you to be completely satisfied with your purchase. If, for any reason, you are not entirely happy with your order, this Returns Policy explains how you can return items to us. Please read it carefully before placing an order.

Our Commitment to Quality

Every product we sell is selected for its authenticity, quality, and connection to French culinary tradition. We inspect goods before dispatch to ensure they reach you in excellent condition. However, we understand that circumstances may arise where you wish to return an item. This policy sets out your rights and our obligations in plain language.

Eligibility for Returns

To be eligible for a return, your item must be unused, in the same condition that you received it, and in its original packaging. Perishable goods—such as fresh cheeses, meats, ready-made dishes, and other chilled or frozen products—cannot be returned unless they arrived damaged, defective, or incorrect. This is because we cannot guarantee the safety and quality of perishable items once they have left our control. For non-perishable goods, such as pantry staples, preserves, snacks, and beverages, returns are accepted provided the item is unopened and remains within its stated shelf life.

Certain items are exempt from being returned. These include gift cards, personalised products, and any item marked as final sale or clearance at the time of purchase. We also cannot accept returns for products that have been opened, consumed, or damaged after delivery due to misuse or improper storage on your part.

How to Initiate a Return

If you believe your item qualifies for a return, please contact us through the contact details provided on deliciousjourney-fr.com. You will need to provide your order number, the name of the item you wish to return, and a brief explanation of the reason. If the return is due to damage, defect, or an error on our part, we may ask for a photograph to help us resolve the issue quickly. Once your request is reviewed and approved, we will provide instructions on how to send the item back to us. Please do not send any item back before receiving confirmation from us, as unauthorised returns may not be accepted.

Condition of Returned Items

All returned items must be packed securely to prevent damage in transit. We recommend using a trackable shipping method, as we cannot be responsible for returns that are lost or damaged on their way back to us. Any item that is returned in a condition that is not consistent with our policy may be refused, and no refund or replacement will be issued. This includes items that have been used, altered, or damaged after delivery.

Refunds and Replacements

Once your return is received and inspected, we will notify you of the outcome. If the return is approved, we will process a refund to your original method of payment, or offer a replacement if you prefer and stock allows. Refunds apply only to the cost of the goods; any original delivery charges are non-refundable unless the return is due to our error or a faulty product. We aim to complete all refunds promptly, but please note that banking processing times are outside our control.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or if you received the wrong item, please contact us as soon as possible. We will arrange a suitable resolution, which may include a replacement or a refund. In such cases, we may not require you to return the original item, depending on the nature of the issue. We ask that you report any problem within a reasonable period so that we can investigate and prevent similar issues in the future.

Exchanges

We do not operate a general exchange service. If you wish to swap an item for a different product, please follow the returns process for the original item and place a new order separately. This ensures that the item you want is reserved and dispatched without delay, subject to availability.

Non-Returnable Situations

Returns will not be accepted in certain situations. These include, but are not limited to: perishable goods that were delivered in good condition; items that have been opened or consumed; products damaged by improper storage after delivery; items returned without prior approval; and goods that are outside their stated shelf life due to delays caused by the customer. We also cannot accept returns for items that were clearly marked as non-returnable at the time of purchase.

Your Statutory Rights

Nothing in this Returns Policy affects your statutory rights as a consumer. If you have any concerns about your order or this policy, please reach out to us through the contact information on deliciousjourney-fr.com. We are committed to treating every customer fairly and to resolving any issues in a transparent and timely manner.

Changes to This Policy

We may update this Returns Policy from time to time to reflect changes in our practices or legal requirements. The version published on deliciousjourney-fr.com at the time of your order applies to that purchase. We encourage you to review this page periodically. By placing an order with us, you agree to the terms set out in this Returns Policy.

Thank you for choosing deliciousjourney-fr.com. We appreciate your trust and hope you enjoy your French food experience.