Ecommerce Policy

Ecommerce Policy contents


    Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange. We are also unable to offer you refunds or returns on our food items as these are made to order.

    To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

    To complete your return, we require a receipt or proof of purchase.


    We are only able to issue refunds if the order has not yet been moved from 'processing' to 'production' or if the product has arrived damaged. We hand-make all of our products to order, and so once an order has begun production, we are not usually able to amend it.

    We will require proof of the damage, so please provide an image, or send the product back to Unit 4 Spelmonden Farm, Goudhurst, Kent, TN17 1HE.

    Please contact us at [email protected] to arrange a refund, we will always do you best to help!


    We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at [email protected] and send your item to: Unit 4 Spelmonden Farm, Goudhurst, Kent, TN17 1HE.


    If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

    If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

    Shipping returns

    To return your product, you should mail your product to: The Goupie Factory, Unit 4 Spelmonden Farm, Goudhurst, Kent, TN17 1HE.

    You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

    Need help?

    Contact us at [email protected] for questions related to refunds and returns.