Customer service
Returns
Last updated 29 August 2026
This page is the practical version. The full legal position, including your 14-day cooling-off right, is in our terms & conditions.
Change of mind
You have 14 days from the day after delivery to cancel an order for unused goods. Email office@hullonline.co.uk with your order reference before you post anything back. Send the goods within 14 days of that email. Unless the item is faulty or we sent the wrong thing, you pay the return postage. We refund the goods and standard delivery once we have the parcel, or proof of postage.
Food
Unopened honey and comb in original, saleable condition may be returned. Opened honey and comb cannot be resold and are not accepted for change of mind. Crystallisation is not a fault.
Damaged or incorrect
If something is broken, leaking, or not what you ordered, email office@hullonline.co.uk with photographs and the order reference. We will replace or refund and cover reasonable return postage. Do not send honey back until we have agreed how it should travel.
Related: Delivery, Privacy policy, Contact.
Questions
How long do I have to return an INESS order?
You have 14 days from the day after delivery to cancel unused goods. Email us with your order reference before you post anything back.
Can I return opened honey?
Unopened honey and comb in original, saleable condition may be returned. Opened food cannot be resold and is not accepted for change of mind. Crystallisation is not a fault.
What if a jar arrives damaged?
A leaking or broken jar is collected or refunded at our cost. Write to us with a photograph first. Crystallisation is not damage.