Due to our products being perishable goods, we are afraid we cannot offer you a refund and do not accept returns if you change your mind about the products after we have despatched them. We are happy to offer refunds if you wish to cancel your order – this must be done prior to despatch. Therefore, we can only cancel orders and offer refunds up to 48 hours prior to your chosen delivery date.
Should you have any problems with our products or service, your statutory rights apply. Please get in touch within 48 hours of receiving your delivery and we will work with you to resolve the problem, offering either a refund, replacement, repair and/or compensation where goods are faulty or misdescribed.
Due to the rise of refund fraud for online retailers, we do request that you contact us using a working email address that we can reply to, and we will discuss a suitable resolution with you prior to offering any refund or replacement. Should we wish to speak with you by email or telephone regarding your difficulties, we do expect that you would be willing to do so prior to us providing any refund or return. For example, we would expect a response by email or telephone when we attempt to contact you regarding the issue, prior to us issuing any refund or replacement. Having spoken with you, and once we are fully satisfied of the legitimacy of your claim, we will process a refund or provide a replacement or compensation in another form (e.g. a discount on future orders).
Food texture and flavour are subjective matters, and not all products will meet every individuals’ expectations or suit individual preferences. We have accumulated enough customer feedback and data to be absolutely confident of the quality of our products. Should you feel that our products do not meet your expectations, we would very much welcome your feedback. It takes businesses like ours a lot of work to reach the point where a customer makes a purchase, and every purchase and customer is of great value to us. Therefore, we appreciate honest feedback that is provided directly to us so that we are offered the opportunity to a.) Put it right and b.) Understand what could have gone wrong and make adjustments and improvements. In these instances, we may offer products, discounts or services in order to improve your experience, but doing so remains at our discretion. Your statutory rights are not affected.
We only replace items if they are defective or damaged. If this is the case, please contact us by email within 48 hours of receiving your product with photos of any issues – hello@thehullpie.co.uk and we will get in touch to resolve the issue.
As with our Refunds and Returns Policy, due to the rise of refund fraud for online retailers, we do request that you contact us using a working email address that we can reply to, and we will discuss a suitable resolution with you prior to offering any refund or replacement. Should we wish to speak with you by email or telephone regarding your difficulties, we do expect that you would be willing to do so prior to us providing any refund or return. For example, we would expect a response by email or telephone when we attempt to contact you regarding the issue, prior to us issuing any refund or replacement. Having spoken with you, and once we are fully satisfied of the legitimacy of your claim we will process a refund or provide a replacement or compensation in another form (e.g. a discount on future orders).
We use a courier to ship your goods and as such offer you delivery guidelines based on their published recommendations.
The Consumer Rights Act 2015 states that as the retailer, we are responsible for the condition of the goods received by you, or by someone you have nominated to receive them on your behalf such as a neighbour. There is a default delivery period of 30 days during which a retailer needs to deliver the goods to you.
If your delivery is later than agreed and it was essential it was delivered on time, then you have the right to cancel the purchase or get a full refund. Please refer to the Delivery Information on our website, and/or to the Frequently Asked Questions section for details of the courier service and what constitutes the ‘agreed’ delivery period.
If the delivery time is not essential but another reasonable delivery time cannot be agreed, you have the right to cancel your purchase with us and request a full refund.
Please email us at hello@thehullpie.co.uk for questions related to refunds, returns, and shipping.
Hi Pie lovers, Matt here. Happy New Year to you all! I hope it is a great year for everyone and your families. Unfortunately, I have some news that might upset a few of you. I have decided to close the business so that I can focus on new things in my life.
I know many of you will be pretty gutted to hear this, but business has been a real struggle these past two years, and working 60+ hours per week with limited time off on weekends has made me rethink things.
It’s been 13 years since I opened that little shop down Trinity House Lane, and it’s been the greatest achievement of my life. I’ve never really been able to grasp what I have made happen, and with the help of the incredible staff I’ve had over the years, we’ve made and sold well over a million pies, catered hundreds of weddings, won multiple awards, and most importantly, given you all great food and moments to treasure. I thank you all from the bottom of my heart for the love, kindness, and gratitude you have shown me since 2011. It really has made this Pie Man very humble indeed.
There are far too many people to mention everyone, but a special thanks must go to Steph, Carrie, and Cydnee, who have always excelled at our weddings and events over the years, to all the local businesses that have supplied us and helped us along the way. An extra special thank you must go to our baker, Steve, who has worked with me for over 10 years and has been an immense support to me. Pie literally wouldn’t have continued this long without him, and he is genuinely one of the best human beings on this planet. #maybe
We did try to pass the business on to a few people, but it wasn’t quite right for them. However, our bakery would be a great place for someone to take over. If there is anyone out there who is keen, just get in touch. 👍 Thank you for all you have given us.
#pielove