Refund policy

 

Returns & Spoilage Policy

Lola the Café Boat – Lola to Your Door

At Lola, every pizza is made fresh, par-baked and vacuum packed on the boat before heading out to you. Because we work with chilled, perishable food, our returns policy is slightly different from non-food retail.

We always want you to feel looked after — so here’s how it works.

1️⃣ Perishable Chilled Food Products – Lola to Your Door

Due to the perishable nature of our chilled food products, we are unable to accept returns or offer refunds for change of mind.

Under the UK Consumer Contracts Regulations, perishable goods are exempt from the standard 14-day cancellation period.

Once dispatched, chilled food products cannot be returned. This does not affect your statutory rights.

2️⃣ Damaged, Faulty or Incorrect Items

If your order arrives:

  • Damaged

  • Spoiled

  • Incorrect

  • Or not up to our usual standards

Please contact us within 24 hours of delivery.

📧 Email: team@lolathecafeboat.co.uk

Please include:

  • Your order number

  • Clear photos of the product and packaging

  • A brief description of the issue

If a product is confirmed to be faulty, damaged in transit, or incorrect, we will offer:

  • A replacement

  • Or a full refund to your original payment method

We may request that the product is retained (but not returned) for inspection.

3️⃣ Delivery Issues

If your parcel is delayed or left in an unsafe place:

Please notify us within 24 hours of the confirmed delivery time.

We cannot be responsible for spoilage if:

  • The delivery instructions provided were incorrect

  • The parcel was not brought inside promptly

  • No one was available to receive the delivery

Please ensure someone is available to receive your delivery on the scheduled day.

4️⃣ Storage & Spoilage After Delivery

Our pizzas are labelled with a Use By date and clear storage instructions.

On receipt, products must be:

  • Refrigerated immediately at 5°C or below

  • Kept vacuum sealed until use

  • Cooked before eating

  • Frozen before the use-by date if not using immediately

We cannot accept responsibility for spoilage where:

  • The product has not been stored correctly

  • The vacuum seal has been broken

  • The product is used after the use-by date

  • The product has been left unrefrigerated

5️⃣ Freezing Guidance

Our pizzas are suitable for home freezing.

If freezing:

  • Freeze on the day of delivery

  • Freeze before the use-by date

  • Defrost fully in the fridge

  • Do not refreeze once defrosted

We cannot accept returns due to freezer burn or quality changes caused by home freezing.

6️⃣ Refund Processing

Approved refunds will be processed within 5 working days and returned via the original payment method.

Important Notes

  • We cannot accept returns of chilled food products once dispatched.

  • Storage instructions must be followed immediately upon receipt.

  • If something genuinely isn’t right, please contact us — we’ll always treat you fairly.