Returns & Refunds

1. Overview

We genuinely want every order to be perfect. If something arrives that is not right - the wrong item, damage in transit, an item past its date, or just not what you expected - just let us know and we will make it right. The quickest route is WhatsApp, and we will reply as soon as we can.

2. Changed Your Mind?

For most non-perishable items, you have up to 14 days from receiving your order to change your mind. Just let us know within that window and we will arrange the return.

Items should be unused, unopened, and in their original packaging. For non-faulty returns, you cover the postage back to us. Drop us a WhatsApp message first and we will explain the easiest way to send it.

3. Fresh & Perishable Items

Fresh fruit and vegetables, chilled items, frozen products, and other goods that do not keep cannot be returned once delivered. Once perishable items leave our temperature-controlled store, we cannot verify they have been kept at the correct temperature throughout the journey back. To protect food safety and the freshness of every order we send out, these items cannot be returned to stock.

That said, if a perishable item turns up damaged, spoiled, expired, or is not what you ordered, we will always refund or replace it. Just get in touch and we will sort it.

4. Something Wrong With Your Order?

If your order arrives with damage, defects, items past their expiry date, or anything that does not match what you ordered, we will refund or replace it at no cost to you. Please get in touch within 48 hours of receiving the order.

Where possible, send us a quick photo of the issue. WhatsApp is the easiest way to share photos. This helps us resolve things faster and lets us raise a claim with the courier if needed.

5. Wrong Item Received

If we have packed the wrong item, let us know within 48 hours and we will send the correct one out or refund the mistake - whichever you prefer. We cover all return costs when the error is ours.

6. How to Start a Return

1. Message us on WhatsApp with your order number (you can also call us or email info@elakafoodcity.com).
2. Describe the issue. Send a photo if anything is damaged, expired or incorrect.
3. We will confirm the next steps - an immediate refund, a replacement, or a return arrangement, depending on the situation.
4. If a return is needed, we will share the return address. Returned goods should be securely packaged.

7. Refunds

Refunds go back to the original payment method. Card refunds typically appear in your account within 5-10 business days, depending on your bank.

8. What We Cannot Take Back

There are a few things we cannot accept back unless they are faulty:

• Items that have been opened or partly used.
• Sealed hygiene or food-safety items where the seal has been broken.
• Personalised or custom-made orders.
• Gift cards and digital products.

9. Get in Touch

WhatsApp is the fastest way to reach us. Send us a message with your order number and a brief description.

• WhatsApp: +44 20 7018 7150
• Phone: +44 20 7018 7150
• Email: info@elakafoodcity.com
• Address: 42 London Road, Tooting, London, SW17 9HP

See also our Shipping & Delivery page and our Terms & Conditions.