Returns & Refunds

Covid-19 Information

Due to the ongoing Coronavirus pandemic we have had to run a restricted service meaning limited staff are currently working. We will continue to try deal with return queries and refunds as efficiently as possible but kindly ask for your patience as we continue to provide the best service possible. We thank you for your support.


Our Returns Information

If you would like to return or exchange an item please contact us via telephone or email where we will aim to respond as soon as possible. Items returned must be unused and in original condition (as it was received by you) with proof of purchase within 28 days.

Items not covered for returns, refunds or exchanges include edibles, hygiene products and gift cards.


How to Send an Order Back

We recommend that customers return parcels via a tracked courier to the below address.

Potters Cookshop
2-8 Main Road
Hockley
Essex
SS5 4QS


Return FAQs

Is it free to return items?

Yes, returns are free for customers who have paid by PayPal for more information please visit here. For order paid by Digital Wallets, Credit/Debit Cards Telephone or Klarna we do not cover the cost for returning any non-faulty goods or items purchased in error. Should your item be delivered to you damaged or faulty we will cover all appropriate fees incurred.

Can I change my existing order?

Please contact us as soon as possible so that we can try to help you. We are unable to change orders if they have been already been dispatched.


My item has arrived damaged what do I do?

If your order arrives damaged or you have received incorrect product/s or quantities, please contact us within 48 hours so that we can resolve the issue as quickly as possible.


How long will it take to be refunded?

Once your parcel has been processed at our store we will seek to refund you within 2 working days. All refunds are processed via the original payment method i.e. credit/debit card or PayPal. When a refund is issued you will be notified via email.