Returns & Refunds Policy

Start a return: Visit our Returns Portal (recommended) or email us and we’ll get back to you as soon as possible. Please initiate your return before sending anything back, so we can match it to your order quickly.


Our Returns Policy

We’re happy to accept returns or exchanges when items are:

  • Unused

  • In original condition (as received)

  • Returned within 28 days of delivery

  • With proof of purchase

  • With all original retail packaging, labels, inserts and accessories included

Items we can’t accept for return, refund or exchange

For hygiene and safety reasons, we can’t accept returns on:

  • Edibles

  • Hygiene products

  • Gift cards

Important: Original Packaging & Condition

Please make sure items are returned unused and with the original retail packaging (including product labels, inserts, and any included parts).

If an item is returned used, washed, damaged, incomplete, missing product labels, or without original packaging, it may not be suitable for resale.

In these cases:

  • We may refuse the return and send the item back to you, or

  • We may issue a reduced refund to reflect any loss in value, or

  • Where the item is unsellable, we may be unable to issue a refund

This helps us keep prices fair and ensures every customer receives goods in brand-new condition.


Before You Send Anything Back

To avoid delays, please include a note inside your parcel with:

  • Order number

  • Full name

  • Email address

  • Reason for return

  • Whether you’d like a refund or exchange

Returns sent back without order details may take longer to process, as we’ll need to manually identify the sender.


How to Send an Order Back

We recommend returning parcels via a tracked service and keeping your proof of postage.

Collect+ returns label (optional)

We can provide a Collect+ returns label for £7.99.

  • Drop off at 7,400 locations

  • Max size/weight: Up to 60cm x 50cm x 50cm (10kg)

Return Address

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


Return FAQs

Is it free to return items?

Unfortunately, we can’t offer free returns for non-faulty items, items ordered in error, or unwanted goods.

If your item is faulty or arrives damaged, we will cover the appropriate return costs once the issue is confirmed.

My item arrived damaged. What do I do?

Please contact us within 48 hours of delivery so we can resolve the issue quickly. Include photos of:

  • The damage

  • The product

  • The packaging (including any outer box)

How long will it take to be refunded?

Once your return has been received and processed, we aim to issue your refund within 2 working days.

Refunds are made to the original payment method (card,  Klarna, Clearpay, PayPal, etc). You’ll receive an email confirmation when your refund is processed.

Will delivery charges be refunded?

If you’re returning a non-faulty / non-damaged item, delivery charges are not refundable. Only the value of the product(s) will be refunded.

I want to cancel my order. How can I?

Please contact us as soon as possible. If your order hasn’t been dispatched, we’ll do our best to help.

If the order has already been dispatched or is with the courier, we can’t cancel delivery, but you can return the order in line with the policy above. We do not provide free return labels for non-faulty returns.