We are happy to provide all customers online and in-store a 1-Year Return & Exchange Policy
We hope you are delighted with your purchase, but if you are for any reason unsatisfied you can return it to us within 1 year of purchase using one of our selected couriers, for a refund or an exchange. Alternatively, if you live close to one of our shops, you are welcome to return any purchases made either online or in-store to any of our four shops in London. If returning to a store, please show your proof of purchase (either the shipping invoice or email confirmation that you receive with an online order) or the original till and card receipts from an in-store purchase. Refunds will be made promptly by our office to the original method of payment, however, it may take the card issuer 5-7 days to return the funds to your card or PayPal account.
If you purchased your items in store, we require the original till and card receipt to be able to provide a full refund to the same card. We are prohibited from making a refund to a different card. If you no longer have your original receipts or if you have received a gift without a gift receipt, please let us know the date of purchase and we will try to locate your receipt and a refund will be provided in the form of a Gift Card.
We will replace or refund damaged or faulty merchandise
If any merchandise has been damaged in transit, kindly please notify us as soon as you receive your order. We may ask for a photograph or for you to fill in a short form from our courier to confirm the damage so that we can immediately replace or refund any damaged items. Should there be a manufacturing defect, and the item remains within the manufacturer's warranty period, please describe the issue. Please include photos, where relevant, so we can arrange a repair, replacement or refund for you. Most manufacturers will provide a spare part or offer a repair in the first instance and may offer a replacement, depending on the fault. We will discuss the most appropriate method of returning or replacing items directly with you.
All of our products are sold with a UK warranty. For international customers, we would be happy to assist you with any warranty claims with the manufacturer on your behalf. However, postage or courier costs both to and from the UK will need to be paid by you.
Pay with PayPal and get free return shipping
Use an existing or new PayPal account (you can still pay for your order with any credit or debit card or from your bank account) and PayPal will refund your postage costs up to £15 per order directly to you up to 12 times per year. Additional details can be found on our Free Returns with PayPal page.
Returning your order to Borough Kitchen
UK Returns of Incorrect, Damaged or Defective Items
Please contact our customer services team at firstname.lastname@example.org and let us know your order number and reason for your return. If your order was damaged in transit, or if we have sent you incorrect or faulty items, we will arrange for and cover the cost of the return from your shipping address.
UK Royal Mail Returns
If you would rather return your order via Royal Mail or another courier, please note that you should ask for a proof of posting for orders up to £50 in value and insurance on any orders above £50 using a signed-for or tracked service. Any orders lost in transit will be the customer’s responsibility if you have not returned the goods using our preferred courier. Contact email@example.com.
If you are returning your goods from outside of the UK, we will advise you of the cost of any return charges, if applicable in your situation. We recommend only using our preferred couriers to ensure the lowest possible cost and full tracking and security for your return. Contact firstname.lastname@example.org.
For All Returns
- The item(s) is (are) unused, undamaged, unwashed, and in its (their) original branded packaging;
- The item(s) is (are) packaged with great care and using the original packing materials, where possible. We are unable to refund or exchange any return that is damaged in transit if the goods have not been carefully packed;
- The packing slip sent with the original order is included with the package (or please provide the order number and your name and address inside the package so we can process your refund);
- If you would like to exchange the return for another item, please note this clearly with your return and we will attempt to ship your new items within two working days of receiving the returned item(s).
Once we have received the return and checked its condition, we will process your refund within three working days, although, depending on your bank, this may take up to 5-7 working days to be reflected on your account. Refunds will always be made to the credit or debit card or PayPal account that was used to place the order.
We genuinely love each and every one of our products, so we hope you will love them as much as we do. If you do opt to return something, we would really appreciate your feedback to help us curate our future collections.