Returns and refunds policy

Last Updated February 10, 2020

Returning Items

Please be aware that we cannot issue any refunds before the parcel is delivered to you or before we have confirmation from our courier partners that a parcel will no longer be delivered for various reasons (e.g. damaged in transit, lost in transit etc.). Moreover, we won't be able to issue a refund for a return, if the items that were sent back to us do not arrive back in good condition due to inappropriate packaging (i.e. bottles have not been properly packaged to ensure they will not break).

If an item isn’t the perfect match (isn’t what you were expecting or what you ordered), contact us and we can offer a replacement for you. You can also return it for a refund within 15 days of delivery* in the original condition and packaging (this only applies for non-fresh and non-frozen items). The delivery fee will not be refunded.

!!! Please note that you are responsible for the costs of returning items. Frozen items that arrive on time and are still frozen can't be refunded. Moreover, if a returning item does not come back to us (e.g. lost or damaged in transit) then we won't be able to issue a refund.

If you choose for us to arrange for them to be collected and/or shipped, the return shipping charge can vary between £4.99 and £14.99 for small parcels. This cost will be deducted directly from your refund.

Some items cannot be returned/refunded, including:

  • Items which are perishable
  • Items purchased using Niyis gift certificates
  • Items that have been opened
  • Items that are reported more than 24 hours after the delivery time
  • Items that are not delivered on time due to the customer not being available to receive the order when the delivery is attempted


!!! Please note that you need to let us know if you are not happy with an item or if an item is missing within 24 hours from the moment you receive it. You will also be required to send us a picture with the item(s) clearly showing the issue. Thank you for your understanding.


Replacing Damaged Items or Missing Parts

Damaged Items

If your order arrives damaged or defective due to our courier partners, we can offer you a refund. IMPORTANT: Please note that you will have to pay for delivery, should you choose to re-order the item(s) and you don't qualify for free delivery. Simply report a damaged item via My Orders. Please note that this refund will be in form of a credit to your online account with us. It can only be sent back to your payment provider based on our discretion.

If you prefer to return the item, we will refund the item’s price to your original payment method within 5 business days from the moment we receive the item. You may have to upload a picture of the damaged item. We recommend that you inspect your item upon delivery and report any issues on the day you receive the item.

If you need to return an item, please visit our returns page to begin the process or Contact Us with your order number and details about the product you would like to return. We will respond quickly with instructions for how to return items from your order.


Missing Parts

If one of your item(s) is missing from your order, you are entitled to a refund for the missing item(s). This applies for: out of stock items, item(s) that were not put in your box by mistake or item(s) that were lost by our delivery partners. If you prefer the item(s) to be re-sent to you and we have the possibility to re-send it, a refund will need to be issued first to either your Niyis account or personal account (this is to keep our inventory up to date). Then you can place your order for the missing item(s). IMPORTANT: Please note that you will have to pay for delivery, should you choose to re-order the item(s) and you don't qualify for free delivery.


!!! Please read carefully: If your order is damaged in transit or items are missing from it on delivery, we will only refund the money for the damaged/missing items. This means that the delivery fee cannot be refunded, since we have already shipped your order.

!!! If no one is available to receive a parcel and the driver considers there is a safe place for the parcel to be left, it will be left there. We accept no responsibility for missing parcels from your safe place.