Returns & Exchanges
We are happy to offer a 365-day return policy. You are entitled to a full refund for the first 60 days from purchase, and store credit for the remaining year.
We hope you are delighted with your purchase, but if you change your mind or are unsatisfied, you can return your unused item(s) to us within one year of purchase for a refund or store credit by emailing online@boroughkitchen.com, contacting us via LiveChat, or visiting one of our five London cookshops. For the first 60 days, you are entitled to a refund; for the remaining year, you will receive store credit.
To qualify for a refund or store credit, products must be unused and in re-sellable condition, with the original packaging. All refunds and store credit will be redeemed to the original payment method, and you must show proof of purchase (an original or digital receipt); there are no exceptions. Please note: all clearance and ex-display items can only be returned within 14 days of purchase.
If you purchased an item before 19 November 2025, you will be able to claim a refund or store credit within 365 days of the purchase date. This policy is in place until 19 November 2026.
Returning Online Orders In-Store
If you ordered a product online, you can return that item in person at one of our five London stores free of charge. However, in-store purchases that are returned via courier can only be redeemed for store credit. If you would like to return item(s) purchased in-store via courier, please get in touch with us at online@boroughkitchen.com.
If returning an item 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. 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; in this case, we can offer store credit.
Refunds will only be made to the card on which the original purchase was made. We are prohibited from refunding any item to a different card.
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.
Returning Damaged or Faulty Merchandise
If any merchandise has been damaged in transit, please notify us as soon as you receive your order by emailing online@boroughkitchen.com. Let us know your order number and reason for return. We may ask for a photograph, or for you to fill in a short form to confirm the damage so that we can immediately issue a replacement or refund.
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. 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.
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.
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.
How to Return an Item Via Courier
DPD Returns
Our deliveries are facilitated by DPD. If you would like to return your item(s) via a DPD drop-off point (excluding lockers), it costs £5. If you would like to choose this option, we will provide you with a link to pay and a QR code return label you can show at the drop-off point. You can also organise a home collection, which costs £10. In this case, we will send you a link to pay, and DPD will provide the label at collection.
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. For more information, contact online@boroughkitchen.com.
International Returns
If you have changed your mind or received an unwanted gift, the cost of shipping it back to us will be deducted from the overall value of your refund. If you are returning an item that is faulty or damaged, then we will cover the cost. We recommend only using our preferred couriers to ensure the lowest possible price as well as full tracking and security for your return. For more information, contact online@boroughkitchen.com.
Returning Gift Cards
Gift cards are not eligible for refunds.
Condition of Items You Want to Return
Please ensure:
- The item(s) are unused, undamaged, unwashed, and in their original branded packaging. (Please do not use the branded packaging as the delivery box – the item(s) and branded packaging must be in the same condition in which they were received for the refund or exchange to be valid.)
- The item(s) 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. If not, please provide the order number and your name and address inside the package so we can process your return.
- If you would like to exchange your purchase for another item, you will need to return the item first. Then, you can place your new order. We will aim to ship your new item(s) within two working days, as long as the item is in stock.
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.