Please note that our returns, refunds and cancellations policy only applies to orders placed online via For more information regarding returning items that you purchased in-store please contact a member of the team at your local store, click here for store information.

Returns Information

We hope you are completely satisfied with your online purchase. However, if for any reason you have changed your mind or are not entirely happy with an item that you have received you can return it to us. Please note that the terms of which these will be accepted under will vary depending on the time-frame of when the items are being returned to us, listed below are the terms and conditions for returns.

Within 28 Days

You can return any order placed online to us for a full refund providing you have informed us, and the goods have been received within 28 calendar days. This will start from the day after the order was delivered, and all items must be in an unused and saleable condition in its original packaging. Within this time-frame you will be eligible for a full refund of the items being returned, if the whole order is being returned you will also receive the original delivery charge.

Between 28 Days & 42 Days

If you are still unhappy or have changed your mind about an item that you have received you can still return this to us after 28 calendar days have passed, but under different terms. Note that items returned to us within this time-frame won’t be eligible for a refund but will instead have a credit made for you to use on your next online order. This returns period will start from the day after the order has been delivered and any items returned must still be in an unused and saleable condition in its original packaging. Any returned items will have their values combined and a voucher code will be made to that amount. This will be provided to the customer by email and the address used will be the one you added to the order when purchasing. It is your responsibility to make sure that the details entered on the order are correct. When using the credit provided you will need to use the full amount in a single transaction. Any remaining credit will not be refunded or be able to be used on a future purchase. Once the code has been provided through email you will have 60 days in order to use the credit before the code expires. Once this happens we will be unable to provide you with a new voucher and the credit amount will be lost. This can not be used in conjunction with any other offer.

Where items have been used

If you make a return to us based on the above policies and the items have been used, you must ensure that all items returned are in their original packaging and fit for resale. Failure to do so may result in us rejecting the return. We also reserve the right not to refund or credit anything for the item(s) as it would have breached the above terms on items being returned in an unused and saleable condition.

Return By Post

If you are a Registered member, simply return your item(s) along with your delivery note via your local Post Office using the free returns label which is available online. This can be found under the ‘My Account’ section on the website once logged into your account.

If you are a Guest customer then please get in touch with our Customer Service team who will be able to send over a copy of the returns label for you to use; they can be contacted here.

Please note if you use Royal Mail to return any part of your order we do recommend asking for proof of postage. This may prove useful if your parcel goes missing whilst in their distribution network.

Returning a large item?

If you have a larger item or order that needs returning to us then please contact our Customer Service team and we will arrange a collection for you. In this case the service will be free and will be booked on your requested working day Monday to Friday between the times of 7am and 6pm. If a more specific time slot is requested, we may be able to do this for you but depending on the courier this may not always be possible. A member of the Customer Service team can be contacted here.

Returning to a Country Baskets store

Please return your item(s) along with your delivery note and the card you used to place the order to the reception desk at your local store. A member of staff will be more than happy to help. If the order was placed using PayPal, your details will be passed onto our Customer Service team to get your returns processed. You can find the details of your local store here.


Once we’ve received your item(s) at our returns centre and you have paid by debit or credit card, a member of our Customer Service team will be in touch to refund your card. Depending on the card issuer it may take up to 5 days for the refund to show in your account. If you have paid using PayPal we won’t contact you we’ll just credit your PayPal account.

Contact Us

If you have any further queries relating to returns please feel free to contact us by phone; 0800 222 9020 or simply visit our Contact Us page on our website.

We endeavour to respond to all customer emails within 24 hours however please note that this may take slightly longer than 24 hours over the weekend, bank holiday periods and peak times.