Our Returns Policy

What is your returns policy for Cucina Direct?

We guarantee to replace or refund any item that does not meet with your complete satisfaction. All we ask is that the item is returned to us within 14 days, unused and in its original packaging together with proof of purchase.

If we find that the product has not been returned to us in fully resaleable condition we reserve the right to refuse a refund on the item, or deduct up to 25% of the original selling price from the refund amount.

Once the packaging has been opened on the following products, for reasons of hygiene and safety we are unable to refund or exchange them unless they are faulty: pierced earrings, software, DVDs, self-assembled furniture, personalised and perishable items as well as hygiene-sensitive items, including pillows, mattress toppers and duvets. This guarantee does not affect your statutory rights.

Heavy or over-sized items [marked with red lorry symbols] may be returned at the time of delivery without incurring any additional charge. If subsequently you wish to return an item, a collection charge will be incurred at the same rate as the original delivery charge.

The company does not pay returns postage. Returned parcels remain the customer’s responsibility until safely received by us. Additional parcel insurance is recommended when returning goods valued at over £30.

How do I return an item?

We will include simple instructions with your confirmation email that we send to you confirming receipt of your order. Please note that the customer is responsible for return postage or carriage charges. Returned parcels remain the customer’s responsibility until safely received by us. Additional parcel insurance is recommended when returning goods valued at over £30. We will only action replacements or refunds when the goods arrive with us. Perishable, consumable and personalised products, items of computer software, earrings for pierced ears and hygiene-sensitive items, including pillows, mattress toppers and duvets, may not be returned unless faulty.

Please note, if you are returning alcohol you must call customer enquiries on 0871 855 2206. We cannot accept returns without prior notification (Calls are charged at 10 pence per minute from a BT landline, calls from other networks and mobiles may be higher). All wines are dispatched on our behalf by Prestige Cellars Ltd and Intervino Ltd.

Please ensure you include the order number and your name & address inside the parcel. The address to send returns to is:

Returns Dept
Unit 1
Crompton Road
Groundwell
Wiltshire
SN25 5AW

What if I am returning a damaged item?

We maintain a high standard of quality control on all products we offer and all product packaging is fully transit-tested. However, if an item should arrive damaged, please ensure that you notify us by telephone within 5 days of receipt. We will provide immediate replacement or refund of faulty items; this will be actioned as soon as the goods arrive with us.

When do I get a refund once I have returned an item?

When we have received the items back into our warehouse, refunds will either be credited back to your credit or debit card.