Refund policy

We hand-make every order and want it to arrive perfect. If something isn't right, we'll put it right.

Cancelling an order

  • Before the cut-off: cancel or change your order by emailing hello@oathfood.co or messaging us on WhatsApp before 11:59 pm Sunday (for Tuesday) or 11:59 pm Wednesday (for Friday). We can't guarantee this, but we will do our best. If the item is processed by our butchers, then we can no longer change your order.
  • After the cut-off: your order goes into production, so it can't be cancelled, changed or refunded.
  • Christmas, Easter and other peak periods: orders can't be changed or cancelled after the advertised cut-off.
  • Subscriptions: see our Subscription Policy to skip, pause or cancel.

Returns

Because our meat is perishable and made to order, we can't accept returns for a change of mind. This does not affect your legal rights if goods are faulty, damaged or not as described.

If something is wrong with your order

Including orders that are missing an item or have the wrong product, are damaged, or arrive warm or spoiled.

  1. Tell us within 24 hours of delivery at hello@oathfood.co or on WhatsApp +44 7872 474286 (messages and calls).
  2. Include your order number, what happened, and clear photos or videos of the outer box, packaging, products and labels.
  3. Keep the items refrigerated or frozen until we confirm. We may arrange collection for laboratory testing.
  4. We'll check your claim against our packing photos and DPD's records, and reply within 36 hours with a resolution.

What we'll offer

If the problem is within our control, you can choose a free replacement on the next available delivery day, or a refund for the affected items (and delivery, where the whole order was affected).

We're not responsible for orders that couldn't be delivered because the address was wrong, no one was in, no delivery instructions were given, or the parcel was delayed or rerouted in the DPD app after dispatch.

We are responsible if items are missing or the order was not delivered.

How refunds are resolved

Refunds go back to your original payment method within 14 days of us agreeing to them. Your bank may take a few more days to show it.

Out of stock

If an item is unavailable, we'll contact you before dispatch to offer a swap or a refund for that item.

Questions or complaints

Email hello@oathfood.co or WhatsApp +44 7872 474286. A real person reads every message. See our Terms & Conditions for full details, and our Delivery Information page for delivery details.