Returns and Refunds Policy

You may cancel your order up to 48 hours prior to the despatch date although this will incur a small administration charge. If you are not completely happy with your order, please contact us to arrange return within 24 hours. The full value of the order will be refunded on receipt of undamaged/in date goods excluding postage.

Our returns address for goods is:

Roots and Vines 
12 West street
PL19 8AD

If goods are returned to us via the courier following unsuccesful delivery attempts and where delivery instructions have been met, refunds will not be given. In these circumstances the customer may request for the goods to be re-sent. This would incur the standard delivery charge and would not cover any spoilt perishable goods.

Complaints Procedure

We pride ourselves on the high level of customer care that Roots and Vines provides. However, we will take complaints very seriously and have strict procedures in place to ensure that they are dealt with fairly and effectively.

If you have a complaint please e-mail telephone 01822 616818 detailing the following:

  • Order number
  • Description of goods (please make this as informative as possible)
  • Contact name and telephone number and/or e-mail address

We will endeavour to respond to your complaint within a maximum of 48 hours, providing a resolution to the complaint or at the very least a timescale for such resolution (you will of course be kept fully informed of its progress if this is the case). All complaints will be kept strictly confidential.

Refund Procedure

If you are not completely happy with your order, please contact us to arrange return. The full value of the hamper will be refunded on reciept of undamaged goods.



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