Returns

Getting a refund if you’ve changed your mind

We’d like you to be happy with everything you buy from us. But if you change your mind, you can return the product with your proof of purchase within 30 days, and we’ll happily offer a replacement or refund.

Please be aware that some products have different return limits and exceptions if you change your mind. To find the returns requirements and instructions for your product, please read the relevant FAQ.

Returning online purchases

If you are not happy with any of the products you’ve received in your delivery or Click+Collect order, you can hand the product back to your delivery driver or Click+Collect colleague. We’ll arrange a refund to your payment card.

If you want to return a product after your delivery or Click+Collect time, you can return it to 13 Mollison Way HA8 5QT.  Please bring your delivery note or confirmation email to receive a refund or replacement.

Our pickers and packers do their best to choose the freshest products with the longest expiry dates for you. If you’re not happy with the quality of your fresh food or flowers, our Freshness Guarantee means you can hand it back to your delivery driver or Click+Collect colleague to receive a refund.

Please note, we do not accept returns for chilled and frozen products if you have changed your mind after your delivery or Click+Collect time. But you can return other perishable food products if they’re returned within their ‘use by’ or ‘best before’ date.

We also can’t accept returns for some products after your delivery or Click+Collect time due to health and hygiene reasons, like toothbrushes.

If you can’t hand your unwanted products back to your delivery driver. Please accept the delivery and let us know via email (info@sayhilo.com) or WhatsApp message ( 07438252710 ).

For further support with your online order, please see our contact us page