Refund policy

Returns & Refunds

We want you to be happy with your order. Because we sell both perishable and non-perishable goods, different rules apply to different products. The information below applies to purchases made online by consumers.

Perishable and Chilled Foods

Foods that are liable to deteriorate or expire rapidly, including certain fresh cheeses, chilled products and short-shelf-life cured meats, cannot be returned for a change of mind. This does not affect your rights if an item arrives faulty, spoiled, damaged or not as described. Not every product stored chilled is automatically exempt from statutory cancellation rights.

Change-of-Mind Returns for Eligible Products

For eligible non-perishable products, including ambient foods and non-food items, you may cancel your order within 14 days after receiving it, without giving a reason. You then have a further 14 days after notifying us of cancellation to return the goods. Please email info@thesicilian.com to tell us that you wish to cancel.

We ask that products be returned securely packed, preferably unopened and in their original packaging, with labels and seals intact where possible. Products should be within their marked dates where possible. These requests do not remove statutory cancellation rights. Certain sealed products that are unsuitable for return for health or hygiene reasons may be exempt once their seal has been broken.

Return Postage and Inspection

For change-of-mind returns, you are responsible for the direct cost of returning the goods. Please pack items carefully and consider a tracked service. Returned goods may be inspected for damage, condition, packaging and suitability for safe resale.

Where items have been handled beyond what is reasonably necessary to inspect them and have consequently lost value, we may make a deduction from the refund where the law permits. We will not resell returned food unless we are satisfied that it is safe and suitable for sale. Resale suitability is not, by itself, a condition of every statutory refund.

Damaged, Faulty, Spoiled or Incorrect Items

If your order arrives damaged, faulty, spoiled or incorrect, please contact us at info@thesicilian.com as soon as possible, ideally within 24 hours for fresh or chilled foods and within 48 hours for other products.

Please provide your order number, a description of the problem and, wherever possible, clear photographs of the outer parcel, internal packaging and affected products. Prompt reporting helps us investigate delivery problems, assess the condition of perishable goods and resolve claims efficiently.

All claims will be assessed in accordance with UK consumer law, taking into account the nature of the product and its expected shelf life. Your statutory rights remain unaffected. If you are unable to provide photographs, please contact us so we can consider other reasonable evidence. Please do not consume food you believe to be unsafe, and do not return spoiled or leaking food unless we ask you to do so.

Refunds

For an eligible change-of-mind cancellation, we will refund you without undue delay and, where goods are returned, no later than 14 days after we receive them or evidence that you have sent them back, whichever is earlier. Refunds will normally be made using the original payment method.

When an entire eligible order is cancelled, we will also refund the original basic delivery charge where the law requires it. Any extra amount paid for an upgraded delivery service need not be refunded beyond the basic delivery cost. Where goods are faulty, damaged or not as described, we will provide the appropriate remedy and cover reasonable return costs where the law requires it.

Returns Contact and Address

Please contact info@thesicilian.com to discuss a return or report a problem. You do not need our permission to exercise a statutory cancellation right.

The Sicilian Delicatessen
313 Railton Road
Herne Hill
London SE24 0JN
United Kingdom

Your Consumer Rights

Nothing in this policy excludes or limits any rights you have under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.