What is the cut-off time for changing or cancelling my delivery?
You’ve usually got until 11 pm, two days before your delivery to make any changes. For example, if your delivery is on a Friday, you’ve got until 11 pm Wednesday. Once the cut-off deadline is reached, the packing details are sent to our team, the box is charged for, and it’s no longer possible to make any changes.
Important: For locations with a two-day delivery time, the cut-off is three days before your box arrives.
What happens if my delivery falls on a public or bank holiday?
If your delivery falls on a public or bank holiday, cut-off times may be earlier. Be sure to check your emails for updated information so you don’t miss the deadline.
Why is there a cut-off time for delivery changes?
On any given day, our packing team works with thousands of boxes which are then placed on large wooden palettes in the warehouse, ready to be collected by our couriers for delivery. Unfortunately, there's no way for us to locate and remove a single box from these palettes once it's been packed and it's important our team has enough notice for making these changes before we begin packing.
Don’t worry, though! We’ll send you email reminders before your box arrives, and you can always check your cut-off time on the dashboard within your account. Plus, you can get notifications via the Butternut App.
Why am I unable to make changes to my trial box?
When you sign up for a subscription, you’ll first pay for the trial box in the final steps of checkout. Once you’ve made that payment, the details of the order are locked in, even if the box isn’t due for a while. This means that no changes can be made after payment, so it's really important to double-check everything before confirming your order.
If you’re concerned about the order you’ve placed and the order is more than a couple of days away, don’t hesitate to reach out to our team. We’re more than happy to see what we can do to help!
Can I return any food items or extras once they’ve been sent?
Unfortunately, we can’t accept returns on food items or extras once they’ve left the kitchen. This is to ensure everything stays safe and in line with health guidelines. Please double-check your order before the cut-off time to ensure everything is just how you want it.
Need Further Support?
Our friendly support team is here to assist you! You can reach us by simply clicking the message bubble at the bottom right of the page for live chat support. If you prefer another method, you can find additional contact options here.