Money back, and how fast.

Whether you can cancel depends on how far the shops and your runner have got. The app always shows the current stage.

If a shop cannot fulfil an item, we cancel that item and refund it automatically.

Open the order and tap “Something wrong?” if:

• an item is missing or is not what you ordered;
• an item arrived damaged, spoiled or past its best-before date;
• the bag arrived opened or the tamper seal was broken;
• a shop cancelled an item after you paid.

Add a photo where it helps. Most fixes are approved in a minute.

We refund to the original payment method unless you choose Zipcash. Banks sometimes take longer to show the credit than we take to send it.

• Dairy, produce, sweets and other fresh items: report a problem within 2 hours of delivery. These cannot be collected back, so we refund on your photo.
• Clothing and footwear: exchange or return within 48 hours if unworn, unwashed and with tags. The shop checks the item at pickup.
• Medicines, personal care and hygiene items: not returnable once opened, unless the item is wrong or damaged.

Each shop sells its own items, so a refund covers the items from the shop that had the problem. The delivery charge is refunded only if the whole order fails because of us. If one shop's item is refunded, the other shops' items and your delivery stay as they were.

If a refund is refused or you disagree with the outcome, write to our grievance officer. We acknowledge within 48 hours and resolve within one month. Details are on the grievance page.