Returns and cancellation

Fourteen days to change your mind

If you are a consumer, you have fourteen days from receiving the goods to withdraw from the purchase, without giving a reason. This is your right under the Consumer Rights Directive and nothing on this platform reduces it.

You can exercise it from the order itself — there is a cancel control on every eligible order, which is a legal requirement in its own right since 19 June 2026 and not merely a convenience. You can also simply write to us.

The goods go back, and the money comes back within fourteen days of us learning you have withdrawn. Refunds return by the way you paid.

The food this does not apply to, and why

The withdrawal right has exceptions written into the Directive, and a delicatessen runs into several of them. Where a listing is exempt, the listing says so before you buy — discovering it afterwards would make the exemption a trick.

• Goods that spoil quickly. Fresh cheese, a cut of jamón sliced to order, anything with a short life. Article 16(d).
• Sealed goods that cannot be returned once opened for reasons of health or hygiene. Once the seal is broken on a jar, it cannot go back on the shelf. Article 16(e).
• Goods made to your specification — a bespoke hamper, a wheel cut to a size you asked for. Article 16(c).

This is a consumer right, not a business one

Buying as a company is a commercial purchase, and the fourteen-day withdrawal right does not apply to it. What does apply is the seller’s own returns terms and the ordinary law of conformity: goods have to be what was ordered.

Asking for a company-name VAT invoice at checkout does not turn a personal purchase into a business one. It is a checkbox available to anybody and it does not change your rights.

When something arrives wrong

Damaged, missing, spoiled on arrival, or simply not what the listing described: tell us from the order page, with a photograph if there is anything to photograph.

This is a conformity claim, not a withdrawal, and the two are different in your favour. It has no fourteen-day limit, it applies to perishable goods that are exempt from withdrawal, and the remedy is the seller’s to provide — replacement, repair where that makes sense, or a refund.

The seller answers first. If they do not, or you cannot agree, Iriska mediates: we hold the record of what was ordered, what was paid and what was said, which is usually enough to settle it.

Who pays the carriage

On a withdrawal, you pay to send the goods back unless the seller has said they will cover it. On a conformity claim, you never pay: goods that were wrong when they arrived are not your carriage to fund.

Where returns are sent: [TO BE CONFIRMED — RETURN_ADDRESS]

Refunds

Every refund runs through the same payment rails as the original payment. There is no off-platform refund, no store credit substituted for money you are owed, and no discretion for a seller to settle it another way.

That is a structural choice rather than a policy one: a refund that does not travel the rails leaves no record, and a refund with no record is a refund that cannot be proved.

Where a deposit was paid on a forward lot, the deposit rules in section 7 of the terms apply and are more specific than this page.

Experiences, tours and catering

These are services with a date, and they follow their own cancellation terms — shown in the offer, and again before you pay each stage.

The fourteen-day withdrawal right generally does not apply to a service booked for a specific date: Article 16(l) of the Directive excludes leisure services with a fixed date of performance. What the offer says about cancelling, and by when, is what governs.