If something's
gone wrong.

Changing your mind.

Chonkies are freshly baked, perishable food made for fulfilment after you order. The normal distance-selling cancellation right does not apply where the legal exception for goods liable to deteriorate or expire rapidly applies.

If you need to cancel before we have started preparing the order, email hello@chonkie.co.uk as soon as possible. If we can stop the order before production or dispatch, we'll confirm the cancellation and refund any payment taken.

Damaged, incorrect or missing orders.

If your order arrives damaged, is not what you ordered, is missing items, does not arrive, or there is another reasonable problem with it, contact us as soon as possible. Photos of the packaging and product are helpful where the issue is visible.

Depending on the circumstances, the appropriate remedy may be a replacement, partial refund, full refund or another solution agreed with you.

Food quality.

Chonkies are handmade. Small differences in shape, spread, colour, chocolate placement and appearance are normal and are not in themselves faults. The product you receive should still match the description and be of satisfactory quality.

Refunds.

Approved refunds are returned to the original payment method. Your bank or card provider may take additional time to show the money after the refund has been issued.

Do I need to post food back?

Please do not return perishable food unless we specifically ask you to. Contact us first so we can tell you what we need to assess the problem.

Statutory rights: This policy does not exclude or limit your legal rights in relation to goods that are faulty, damaged, not as described or otherwise fail to meet the standards required by law.

Delivery details are on our Delivery page.

Last updated: 25 September 2026.