Returns & Refunds

Last updated 3 November 2026

We sell food. That means we handle returns a little differently from a shop selling shoes or electronics, and we want to be clear about it up front.

Report a problem within 24 hours

If your order arrives damaged, spoiled, missing an item, or with the wrong item, report it within 24 hours of delivery: open the order in My orders and choose Report a problem. Each order can be reported once, so include everything that went wrong.

Add a photo

You can add up to 3 photos of the items and their packaging. They help us check what happened, and only FTK staff can see them.

What you get

Tell us whether you would prefer a refund or a replacement. Our team checks your report, confirms the final choice and emails you the decision.

A refund is what you paid for those items: their share of your goods after any discount code. If they are the last items on your order and the problem was ours, the delivery fee comes back too. (Paystack's processing fee is refunded only when we refund your whole order because of a mistake on our side.)
A replacement is the same items sent again, with no delivery charge.

Refunds go back to the account you paid from. Once a refund starts, your bank can take up to 10 working days to show it.

What we cannot take back

Items that have been opened, used or partly used.
Perishable goods, once delivered in good condition.
Problems reported more than 24 hours after delivery.

This is not us being difficult — once food has left our hands and been opened, we have no way to confirm how it was stored, and we will not resell it to anyone else.

If you change your mind

If you change your mind, use Request cancellation on the order in My orders before it ships. You can choose the whole order or only some items. We'll email you our answer. If we accept, we refund those items and the delivery charge they added. (Paystack's processing fee is refunded only when we refund your whole order because of a mistake on our side.) Once your order has shipped, it can no longer be cancelled.

Something wrong with your order? Use Report a problem on the order in My orders within 24 hours of delivery. For anything else, message us on WhatsApp or see Contact Us.