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What to do if an order arrives damaged, incorrect, or short, and what we can and cannot take back — set out plainly, because food shipped across borders needs clear rules.
Last updated: 6 August 2026
If we got your order wrong, or it arrived damaged, we will put it right with a replacement or a refund. Because cinnamon is a food product, we cannot accept a return simply because you changed your mind.
Check your order when it arrives. If anything is damaged, is not what you ordered, or is missing, contact us within 14 days of delivery with your order reference and photographs of the goods and the packaging.
Photographs matter: they are what lets us claim against a carrier and what lets us fix a packing problem at our end.
Once we have seen the photographs we will offer a replacement on the next shipment, or a refund of the affected items, whichever suits you better. Where the fault is ours or the carrier's, we cover the return cost.
Refunds are issued to the payment method used for the order. Bank transfers can take several working days to appear.
Opened or partially used food products, goods damaged after delivery by storage in heat or damp, and orders where a change of mind is the only reason cannot be returned.
Natural variation between harvests — colour, thickness, quill length, aroma — is not a defect. If you are unsure which grade suits you, ask us for a sample before ordering a volume.
Bulk shipments are covered by the terms in your quotation and contract, including any inspection or claim window agreed there, which takes precedence over the retail timeframes on this page.
We would always rather you inspect a sample and agree the specification before a container is packed than raise a claim after it lands.
Message us on WhatsApp or use the contact page. Include your order reference, what is wrong, and photographs. We deal with these ourselves and will reply quickly.