Placeholder copy for the design. Have this checked by a legal professional before launch.
If your order arrives soft or damaged
Every order travels frozen in a dry ice cooler box. If a tub arrives soft, melted or damaged, send a photo to hello@hyggescoops.co.za within one hour of delivery, with your order number. We will send a replacement on the next available delivery day, or refund the affected tubs if you prefer.
If something is wrong or missing
Wrong flavour, missing tub or a box that is not what you ordered? Email us within 72 hours of delivery and we will send what is missing or refund it, whichever you would like.
Why we cannot accept returns of frozen products
For food safety, frozen products cannot be resold once they have left our freezer. Ice cream is perishable, so the seven day cooling off period for online purchases does not apply to it. This means we cannot accept returns or give refunds on tubs that arrived frozen and in good condition, including if you simply change your mind.
Changing or cancelling an order
You can change or cancel an order free of charge until it is packed for delivery. Email us as soon as you can with your order number. Once an order has left our freezer, it can no longer be cancelled.
If nobody is home
Someone needs to be home to receive a frozen order. If the courier cannot deliver because nobody is available, the order cannot be returned to our freezer, so we are not able to refund it. Please make sure the delivery address and phone number at checkout are correct.
Gift orders
If a gift arrives soft, damaged or incomplete, the person who received it or the person who paid can send us a photo within one hour of delivery. Replacements go to the gift address and any refund goes to the person who paid.
Tub club
You can skip, pause or cancel your tub club at any time from your account. Changes made before a box is paid for apply to that box. Once a box has been paid for and packed, it is treated like any other order, so the rules above apply to it.
Discount codes
If you used a discount or referral code and receive a refund, the refund is for the amount you actually paid. Used codes are not reissued unless we cancel the order ourselves.
How refunds work
Refunds go back to the payment method you used. Once we approve a refund, please allow up to seven working days for it to reflect, depending on your bank or payment provider.
Contact us
Questions about an order? Email hello@hyggescoops.co.za and a real person will get back to you, usually within a day. You can also read our terms and conditions and delivery information.