Transparent instructions and guidelines regarding product inspections, order adjustments, and replacement requests for our handcrafted nut collections.
Because our items include organic pantry selections and roasted nuts, product safety and freshness remain our top priorities. We adhere to rigorous food hygiene standards and packaging controls to preserve freshness from our roastery to your table.
Every batch is hermetically sealed in protective pouches. Please inspect your package upon delivery and keep all original outer containers if you plan to submit a claim or exchange request.
To qualify for a product return, exchange, or store balance adjustment, your request must satisfy the following conditions:
Contact our team within fourteen calendar days from the date tracking confirms delivery to your destination address.
Items must remain unopened with tamper seals intact, unless the return reason involves a verified defect in taste or packaging structure.
Items that have been completely consumed, improperly stored near heat or moisture after receipt, or returned without prior authorization cannot be accepted for warehouse processing.
Follow these straightforward steps to initiate an exchange or return review with our support team:
Locate your order confirmation number, delivery postal address, and the specific lot number printed on the back of the pouch.
Send a message explaining the reason for your request. If there is physical damage to the box, please attach two clear photos.
Our fulfillment specialists will review the details within one to two business days and provide a return authorization label and instructions.
Upon receipt and inspection of the package at our facility, a replacement dispatch or account resolution will be executed promptly within three to five business days.
If your parcel arrives with torn exterior wrapping, opened seals, or items different from what you selected in your order list, please retain all items and their original parcel box.
Claims for transit damage should be submitted within 72 hours of package drop-off to ensure courier investigation can proceed without delays.
Our dedicated client care representatives are available from Monday to Friday to assist with inquiries regarding order modifications, parcel tracking, and product specifications.