Last Updated: January 4, 2026
At LocalDrop, we take great pride in ensuring your orders arrive in perfect condition. However, we understand that accidents can happen during transit. This policy outlines our procedures for items that are damaged, missing, or incorrect.
If your order arrives damaged, spilled, or is not what you ordered, you must report the issue to us within the following timeframes:
Perishable Goods (Food, Groceries, Flowers): Within 2 hours of delivery.
Non-Perishable Goods: Within 24 hours of delivery.
To be eligible for a refund or replacement, please provide:
Order Number.
Photos of the damage: Clear images of the item and the packaging it arrived in.
Description: A brief explanation of the issue (e.g., "The container was crushed and leaked").
Reports should be submitted via our app's "Help" section or emailed to [Insert Support Email].
Refunds or replacements are generally granted in the following cases:
Physical Damage: Items that are broken, crushed, or rendered unusable during delivery.
Missing Items: Items that were charged for but not delivered.
Incorrect Items: Receiving an item different from the one ordered.
Significant Delay: If a delivery is significantly delayed beyond our control and the quality of the product (e.g., hot food) is compromised.
We cannot offer refunds or returns in the following scenarios:
Change of Mind: Once an order is placed and prepared by the vendor.
Incorrect Address: If the delivery fails because you provided the wrong address or were unreachable at the time of delivery.
Subjective Taste: We do not offer refunds based on personal taste preferences if the item was prepared correctly by the vendor.
Late Reporting: Any issues reported outside the timeframes mentioned in Section 1.
Once your claim is verified, LocalDrop will offer one of the following solutions at our discretion:
Replacement: Re-delivering the damaged or missing item at no extra cost.
Store Credit: Adding the value of the item to your LocalDrop wallet for future use.
Original Payment Refund: Refunding the amount to your original payment method (MFS, Bank, or Card).
Note: Refunds to bank accounts or credit cards may take 5 to 10 business days to reflect in your statement, depending on your financial institution.
In most cases involving food or perishables, you will not be required to return the damaged item. For non-perishable goods, we may arrange for a delivery partner to pick up the damaged item before a refund is finalized.
If you have questions about your specific order, please reach out to our support team:
Email: hello@localdrop.co.uk
