Returns & Refunds

Customer Satisfaction

Whilst we do everything we can to deliver goods to you that are perfect and exactly what you want, we do appreciate that this may occasionally not happen, or you may change your mind.

If there is a problem, we will fix it.  If you have changed your mind, no problem…

For all enquiries regarding returns and refunds, please read the guidelines below and then email us at returns@thecrackercompany.co.uk, with as much information as possible and pictures, if relevant.  We will then get back to you within one working day.

Cancellations & Alterations Before Despatch

Our orders are all released to our warehouse for picking at 8am and 12pm (midday) each day.

If you have placed an order, where this will not have been passed to our warehouse teams, and wish to cancel or change this, please message us at returns@thecrackercompany.co.uk.  Please include your order number and your cancellation instructions or full details of what you would like us to change and we will arrange this for you.

Certain changes are not possible to complete after the order has been placed.  In these situations, we will let you know within one working day, together with the options available.

After the order has been released to our warehouse, no changes or cancellations are possible to the order, sorry.  However, please feel free to return these upon receipt.

Returns Where You Change Your Mind

If you find the items you have ordered are unsuitable, please message us at returns@thecrackercompany.co.uk, letting us know that you are returning the items for a refund. Please include your order number in your message, together with details of which items are being returned.  You do not need to wait for an acknowledgement.

A printed copy of your message should then be sent to us with the goods.  The items must be returned unused and in the original undamaged product packaging and received by us within 30 days of your receipt of the order.  Please ensure that you protect the items to avoid damage in transit.

Please return the parcel to:

The Cracker Company - Returns
15 Fleets Lane Industrial Estate
Willis Way
Poole
Dorset
BH15 3SU

Postage costs for the return of these items are your responsibility.  We suggest that you obtain a receipt of posting, for your own protection, from the Post Office or other carrier, which is provided free of charge.

Refunds for the cost of goods will be processed within 3 to 5 days of our receipt of the goods, using the same method as the original order was paid for.

Exchanges

If you have purchased the wrong item and would like an exchange, you will need to return the goods in the normal way and a refund will be issues, as outlined above.

Please then complete a new order for the items that you require, choosing the payment method and postage option that you would like to use in checkout.

Dissatisfaction With Your Purchase

We do everything we can to ensure that you receive perfect goods and that they meet your expectations based on our images and descriptions.

However, if you have received goods that are faulty, damaged, or not what you were expecting, please message us immediately at returns@thecrackercompany.co.uk. Please let us know what the issues are, including your order number and pictures of any problems, and we will promptly investigate these for you.  We will do our best to provide you with a meaningful response within one working day.

Please retain the goods and all internal and external packaging at this stage, we will let you know what needs to happen to these and when or how they will be collected.

If you have used the goods and are now dissatisfied with them, for whatever reason, please reach out to us with full details of the issue, including your order number and pictures of the issues.  We will then investigate this for you.

If it is our fault, we will sort it!  We do everything we can to avoid mistakes and problems but, where these regrettably do occur, we will fix it for you.

Your Goods Have Not Arrived

We know that the vast majority of our parcels are delivered on time and in perfect condition.  However, we also understand, regrettably, that this will never always be the case with any delivery company.

If your parcel has not arrived, in the first instance, please check your order confirmation and the postal service that you have chosen.  You will then know whether these should already have been delivered.

We would ask you to bear with the delivery companies during busy periods, especially Christmas, and where weather is known to be causing disruption to transport and deliveries.

Assuming that your order should already be with you, please message us at returns@thecrackercompany.co.uk.   Please include your order number in your message and we will investigate this and let you have an update promptly.

Working Days

Our support teams are available to help with your enquiries from Monday to Friday, 8am to 4pm.

Our offices are closed weekends and public holidays but we will respond to you the following working day.

Your Statutory Rights

The above statements all apply in addition to any other statutory rights.