Our Returns Policy
As a customer you are entitled to cancel your order up until the day of delivery/collection before 9:00am. If you have not cancelled before this time and we have made your product and you decide to cancel on the day you would still be expected to pay for this.
When and where do you deliver?
We deliver our entire range within a 2 mile radius of the cafe Tuesday to Sunday and selected products by postal service to the UK. See below for rates.
Deliveries leave Truly Scrummy, Town Street, Horsforth once freshly made and are delivered as soon as possible on the delivery date requested, Tuesday to Sunday. The delivery charge is £3.95 per face to face local delivery and £3.99 for postal delivery.
Can I collect my order?
Yes, you are very welcome to collect your order from our shop at Truly Scrummy, Town Street, Horsforth, LS18 4AP on your chosen day and confirmed time (Tuesday to Sunday).
Can I collect or have my order delivered at a specific time in the day?
You can collect your order from Truly Scrummy at a specified time within our opening hours. Deliveries, however, will be dropped to your requested address as soon as possible on the day requested for delivery. This is to allow our drivers to plan the best route and take into consideration the environmental impact of deliveries as well as ensuring the food arrives to you fresh. Postal services will be posted out by Royal Mail to arrive any time on the date requested .
Do you offer same day delivery or collection?
Unfortunately we do not have the capacity for same day deliveries or collections just yet, therefore orders are needed before 4:00pm the day before delivery/collection.
I won’t be home when my order arrives – what shall I do?
We do ask that someone is in to receive and store your order upon arrival due to the fresh nature of many of the food products. If you realise that no-one will be available to receive the order, please provide us with specific instructions as to where or with whom you would like it left – either in the notes section when placing your order, or via one of the channels below. Instructions to leave items somewhere other than with a person at the delivery address are given at the customer’s own risk. In the event that we attempt to deliver as arranged but without success, extra charges may be applicable to the return of the order to Truly Scrummy or to a different address. If your order contains fresh items and needs to be re-delivered at a later date, we will have to prepare these fresh items from scratch and there will be a charge for the new and undelivered items.
How do I change my order from delivery to collection, or from collection to delivery?
Please let us know by 9am on the day you have scheduled to receive your order if you wish to change your delivery/collection method by contacting us via one of the channels below. Any cancelled deliveries will be refunded accordingly.
Unfortunately we are not able to accept returns of any fresh food items. Please return any gift shop items in their original packaging – within 28 days. These can be dropped off at: Truly Scrummy, Town Street, Horsforth, LS18 4AP We are only able to provide a refund if the items were faulty. We will comply with our obligations in relation to damaged or faulty goods in accordance with your statutory rights.
Our Refunds Policy
If we are providing a refund:
- because you have cancelled the order from us in accordance with this agreement and within the cancellation period, we will process the refund due to you as soon as possible and, in any case, within 14 days of the day we receive back from you any goods supplied or, if earlier, 14 days after the day you provide evidence that the goods were not up to the expected standards. If no goods were supplied, we will refund you by no later than 14 days after the day on which we are informed about your decision to cancel the order. In this case, we will refund the price of the product and any additional charges in full.
- for any other reason at our discretion we will notify you of such refund via email within a reasonable period of time. We will usually process the refund due to you as soon as we can.
We will also usually refund any money received from you using the same method originally used by you to pay for your purchase.