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Continue ShoppingTerms & Conditions
Shipping Policy
Order & Delivery Timing
We dispatch orders Monday to Thursday using DPD’s Next Day Delivery service. Orders placed before 2PM will be dispatched the same day, while orders placed after 2PM or during the weekend will be dispatched the next working day. Once your order is collected by DPD, we cannot make changes to your delivery details. While DPD is a next-day service, delays of up to 48 hours can occasionally happen. If your delivery is delayed, please let us know so we can contact the courier on your behalf. Our packaging is designed to keep your Benergy pots frozen for 24 to 30 hours, and cold for up to 48 hours, so they will remain safe to consume during this window. Once delivered, simply place the pots in your freezer immediately.
Delivery Information
Please ensure your delivery details are accurate at checkout. Once your parcel is picked up by DPD, we are unable to change the address or instructions. DPD will send you tracking updates via SMS or email, and we recommend nominating a safe place, trusted neighbour, or using DPD’s in-app options if you won’t be available at the time of delivery. We are not responsible for delays caused by incorrect information or missed delivery attempts.
Freshness Guarantee
Your Benergy pots are shipped frozen and designed to stay that way for 24 to 30 hours, with a safe chilled window of up to 48 hours. Upon delivery, freeze immediately. When you’re ready to enjoy a pot, remove it from the freezer the night before and let it defrost in the fridge. Once defrosted, consume within 3 to 4 days. Please do not microwave the product from frozen.
Issues or Damaged Orders
If you experience any issues with your delivery, contact us within 48 hours at hello@benergyoats.co.uk. Please include your order number, a description of the issue, and photos if applicable. We’ll always do our best to resolve the situation quickly and fairly.
Return Policy
Returns and Issues with Your Order
Due to the perishable nature of our products, we do not accept returns. However, if there is an issue with your order, we will do everything we can to make it right. Please contact us within 24 hours of receiving your order by emailing hello@benergyoats.co.uk and include clear photographs or a video showing the issue. This helps us assess the problem and determine the appropriate next steps.
Refunds
If we are unable to resolve the issue, we may offer a full or partial refund or store credit. If a refund is approved, it will be processed back to your original method of payment within a few working days. Please note that refunds may take time to appear depending on your bank or payment provider.
Delivery Delays
We cannot issue refunds for orders delayed due to courier issues or other events outside of our control. In these cases, we will do our best to resend your order as soon as possible. If you need to update your delivery address or reschedule due to travel, please email hello@benergyoats.co.uk with the subject line ADDRESS CHANGE or CHANGE DELIVERY DATE.
Late or Missing Refunds
If you have not received your refund after approval, first check your bank account. Then contact your card provider as posting delays can vary. Next, speak with your bank since processing may take time. If you have done all of the above and still have not received your refund, please contact us at hello@benergyoats.co.uk.
Sale Items
If an issue arises with a discounted item and we are unable to resolve it, we will refund the sale amount you paid.
Gifts
If your item was marked as a gift when purchased and shipped directly to you and we are unable to fix the issue, we will issue you a gift credit for the full value of the item.