This policy outlines when customers may return items and request a refund or replacement. It complies with the Consumer Rights Act 2015.
1. Faulty, Damaged, or Incorrect Items (Food and Non-Food)
If an item purchased in-store is faulty, damaged, unsafe, or not as described, customers are entitled to a refund, replacement, or repair, depending on the circumstances.
To report an issue, customers must provide:
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Proof of purchase (receipt)
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A description of the issue
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Photos, if applicable
Reporting time limits:
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Food items: within 48 hours of purchase
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Non-food items: within 30 days of purchase
A. IN-STORE PURCHASES
2. Food & Perishable Goods (In-Store Purchases)
Because food products can spoil quickly, most perishable items purchased in store cannot be returned or refunded if the customer simply changes their mind.
This includes, but is not limited to:
fresh produce, chilled or frozen items, bakery goods, hot meals, and made-to-order food.
fresh produce, chilled or frozen items, bakery goods, hot meals, and made-to-order food.
However, a refund or replacement may be requested if the item is:
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faulty
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spoiled or unsafe to eat
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damaged
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not as described
Shelf-stable, sealed food products may be eligible for return if they are:
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unopened, unused, and in their original packaging
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returned within 3 days of purchase
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stored correctly by the customer
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accompanied by a valid receipt
3. Non-Food Items (In-Store Purchases)
Includes: kitchenware, accessories, cleaning products, packaging, merchandise, and similar items.
Non-food items may be returned if:
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returned within 30 days of purchase
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unused, unopened, and in original packaging
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accompanied by a valid receipt
Refunds will be issued to the original payment method. Exchanges or store credit may also be offered.
The following items cannot be returned unless faulty:
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personalised or custom-made items
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items marked “final sale”
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items used, altered, or damaged after purchase
Wine Return Policy
We are committed to offering products of the highest quality. If you believe that a bottle of wine is corked or otherwise damaged, please return the bottle to the store together with the original receipt so that our wine specialists can examine and test the product.
If the issue is confirmed, we will proceed with either a refund or a replacement.
Wine returns must be made within 30 days from the date of purchase.
Returns without a valid receipt will not be accepted.
Please note that if the wine is not damaged, remains sealed and intact, and is returned after 30 days, a refund may not be granted.
Thank you for your understanding and cooperation.
5. Refund Processing Time
Once an eligible return is received and inspected, refunds are usually processed within 7–14 days. Processing times may vary depending on the customer’s payment provider.
6. Contact Information
For return or refund enquiries, please contact us at:
Email: eatalylondon@eataly.co.uk
Phone: 020 4538 0271
Address: 135 Bishopsgate, London EC2M 3YD
Phone: 020 4538 0271
Address: 135 Bishopsgate, London EC2M 3YD