Terms of service

Last updated: May 2026

These Terms of Service and Terms of Sale apply to your use of www.delishly.co.uk and to any order you place with Delishly Gluten Free, including one-off purchases and subscription orders.

Please read these Terms carefully before placing an order. By using our website or placing an order, you agree to these Terms.

Nothing in these Terms affects your statutory rights.

1. About us

Delishly Gluten Free is a trading name of Diana Store. We may also refer to the business as Delishly on our website, packaging, emails and marketing materials.

Business/contact address: Griffin Place First Floor, Griffin Street, High Street, Newport, NP20 1FX, United Kingdom.
Email: hello@delishly.co.uk
Website: www.delishly.co.uk

In these Terms, “we”, “us” and “our” mean Delishly Gluten Free. “You” and “your” mean the customer using our website or placing an order.

2. Our products

We sell curated gluten-free food boxes and related products.

We may offer one-off boxes, launch boxes, monthly boxes, subscription boxes and other related products from time to time.

Our boxes are curated mystery boxes unless we expressly state otherwise. This means the exact contents may vary and may not be shown in full before purchase. Customers are buying a curated box, not a fixed list of individually selected items.

Where we offer subscription boxes, these are rolling monthly subscriptions unless stated otherwise on the product page or at checkout. The first box you receive will be the monthly box stated on the product page and/or at checkout when you subscribe.

Where these Terms refer to a “box”, this includes one-off boxes and subscription boxes unless the wording clearly says otherwise.

3. Mystery box contents and customer preferences

Our mystery boxes, including one-off boxes and subscription boxes, are designed to introduce customers to a range of gluten-free or gluten-free and dairy-free products, depending on the box option selected.

Because the contents are curated and variable:

• we do not guarantee that every item will match your personal taste, brand preference, flavour preference or dietary preference, except for the specific box guarantee selected;
• we do not offer swaps, substitutions or exchanges for individual items;
• individual items from a mystery box cannot be returned separately for a refund or exchange unless they are faulty, damaged, unsafe, incorrect or not as described.

If you have strong preferences or need to avoid ingredients or allergens outside the selected box guarantee, our mystery boxes may not be suitable for you.

4. Gluten-free and coeliac-suitable selection standard

We specialise in gluten-free food boxes.

All products included in our boxes are selected to meet our gluten-free and coeliac-suitable selection standard.

For us, this means that each product included in a box must meet at least one of the following criteria:

• it is labelled “gluten-free”;
• it carries a recognised gluten-free certification or mark;
• the manufacturer or supplier has confirmed that the product is suitable for a gluten-free diet and/or people with coeliac disease.

We do not knowingly include products that list gluten-containing ingredients or carry a “may contain gluten”, “may contain wheat”, “may contain barley”, “may contain rye” or equivalent gluten cross-contamination warning.

Where a product is described as gluten-free, this means it is intended to meet the legal gluten-free standard of no more than 20 parts per million of gluten in the food as sold.

Our boxes are curated for customers following a gluten-free diet, including customers with coeliac disease. Customers should always read the product packaging supplied with each item before consuming it, as product recipes, labels and manufacturer information can change.

5. Allergens, preferences and food suitability

Our boxes are not allergen-free boxes unless expressly stated.

Outside the specific guarantee for the box you select — Gluten-Free, or Gluten-Free & Dairy-Free — products may contain, or may be made in environments that handle, other major allergens including peanuts, tree nuts, soya, egg, sesame, mustard, celery, sulphites and lupin.

Our boxes are vegetarian. We do not knowingly include products containing meat, fish, crustaceans, molluscs or gelatine.

The Gluten-Free Box may contain milk or dairy unless you have selected the Gluten-Free & Dairy-Free Box. Our Gluten-Free & Dairy-Free Box is suitable for customers avoiding gluten and dairy, but it is not suitable for customers who need to avoid egg, as products may contain egg.

At checkout, customers may tell us about ingredients or preferences they would like us to avoid where possible, such as oats, nuts, soya, egg, lower sugar or Low FODMAP preferences. We will do our best to take these preferences into account where stock and box contents allow.

However, preference requests are not guaranteed. Selecting a preference at checkout does not make your box a custom box, allergen-free box, or medically suitable box unless we have expressly confirmed this in writing before purchase.

Customers with allergies, intolerances or other dietary requirements must check all product packaging, labels and enclosed product information before consuming any item.

If you need to strictly avoid allergens or ingredients other than gluten, or gluten and dairy where the Gluten-Free & Dairy-Free Box is selected, you should not order unless you have contacted us before purchase and we have confirmed suitability in writing.

We cannot guarantee that products are suitable for allergies, intolerances, medical diets or dietary requirements that are not expressly covered by the box option you selected.

6. Product information and third-party manufacturer labelling

Products in our boxes are manufactured, packed and labelled by third-party food businesses.

We rely on product information, allergen information and suitability statements provided by manufacturers, suppliers and distributors. We select products in good faith using the information available to us at the time of packing. We are not responsible for inaccurate or incomplete third-party manufacturer labelling where we had no reason to believe it was inaccurate, except where liability cannot legally be excluded.

We take reasonable care when selecting products and compiling product information, but we do not manufacture the products included in our boxes and we cannot independently verify every third-party manufacturing process, recipe, label, batch, production line or “may contain” statement.

Customers must always check the product packaging and label before consuming any item, especially where they have allergies, intolerances or dietary requirements. Product recipes, labels and manufacturer information can change.

For third-party manufactured products, we select items in good faith using the product labels, supplier information and manufacturer statements available to us at the time of selection and packing.

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so, including where goods are faulty, unsafe, incorrectly supplied or not as described.

7. Product images and descriptions

Product images are for illustration only. The products, packaging, brands, flavours and quantities in your box may differ from images shown on our website, marketing materials or social media.

We make reasonable efforts to describe our boxes accurately, but because they are mystery boxes, you accept that the exact contents will vary.

We reserve the right to make changes to box contents where necessary, including because of stock availability, supplier changes, delivery issues, quality concerns, product recalls or other operational reasons.

8. Orders

When you place an order, you are making an offer to buy the goods in your basket.

After you place an order, you should receive an order confirmation email. This confirms that we have received your order, but it does not necessarily mean that your order has been accepted.

A contract is formed when we accept your order, normally when we dispatch your order or send you a dispatch confirmation.

For subscription orders, your first payment is taken when you subscribe. Future subscription payments are taken automatically in line with your subscription plan unless your subscription is cancelled, paused or skipped.

We may refuse or cancel an order where:

·         a product is unavailable;

·         a monthly box is sold out;

·         we have reached our packing or delivery capacity for that monthly box;

·         payment has not been authorised;

·         there has been a pricing or product description error;

·         we suspect fraud or misuse of our website;

·         we cannot deliver to the address provided;

·         fulfilling the order would breach any law, regulation or food safety requirement.

If we cancel an order after payment has been taken, we will refund the amount paid for the cancelled order.

 

8A. Subscription orders
Where you purchase a subscription, you are signing up to a rolling monthly subscription unless a different subscription period or minimum term is expressly stated on the product page or at checkout.

Your first payment is taken when you subscribe. After that, your subscription renews monthly from the date you first subscribed, unless you cancel, pause or skip your subscription where those options are available.

This means each customer may have a different renewal date. We do not operate a fixed monthly billing date for all subscription customers.

Your next renewal date should be shown in your customer account, subscription portal and/or subscription emails.

You can cancel, pause or skip your subscription through your customer account or subscription portal where this option is available. You can also contact us at hello@delishly.co.uk.

To avoid your next subscription charge, you should cancel, pause or skip your subscription at least 48 hours before your next renewal payment is due.

If your subscription has already renewed and payment has been taken, cancelling your subscription will stop future renewal payments but will not automatically cancel or refund the box already charged.

Your first box will be the monthly box stated on the product page and/or at checkout when you subscribe. Future boxes will usually be supplied as part of our monthly subscription cycle.

Monthly boxes are packed in batches and are subject to stock availability and packing capacity. Unless we state a fixed order deadline on the product page, there is no guaranteed monthly cut-off date. Availability may close earlier or later depending on stock, supplier availability and operational capacity.

If a monthly box is sold out, we may close new orders or update the product page so that new subscriptions start with the next available monthly box.

If you have paid for a specific monthly box and we are unable to supply that box, we will contact you. We may offer you a later box, a replacement option or a refund, but we will not move your order to a later monthly box without telling you.

9. Prices and payment

Prices are shown in pounds sterling.

Prices include VAT where applicable.

Delivery charges are shown separately before checkout.

We may change prices at any time, but changes will not affect orders that we have already accepted.

Payment must be made using one of the payment methods shown on our website. Payments are processed by third-party payment providers. We do not store your full card details.

For subscription orders, the subscription price, billing frequency and delivery charges will be shown before you subscribe.

Your first subscription payment is taken when you subscribe. Future subscription payments are taken automatically using the payment method provided at checkout, unless your subscription is cancelled, paused or skipped where those options are available.

If your payment fails, we may contact you to update your payment details. We may pause, cancel or delay your subscription box if payment is not successfully received.

We may change subscription prices from time to time, but we will give you reasonable notice before any price change applies to your subscription. If you do not wish to accept the new price, you can cancel your subscription before the next payment is taken.

 

10. Delivery

We currently deliver to addresses within the United Kingdom, subject to courier availability and any delivery restrictions shown at checkout.

Our standard delivery service and delivery charges will be shown on the product page and/or at checkout before you place your order.

Our standard delivery service is DPD Next Day from dispatch, charged at £4.99 for eligible UK mainland addresses.

Additional delivery charges may apply for certain locations, including but not limited to Northern Ireland, the Scottish Highlands and Islands, the Isle of Man, the Channel Islands and other remote or offshore addresses. Any additional delivery charges for your address will be shown at checkout before you place your order.

Courier services may include tracking, delivery notifications, an estimated delivery window and options such as leaving with a neighbour, rerouting, collection from a pickup location or leaving in a safe place, depending on the service and delivery address.

Our one-off and subscription boxes are usually packed and dispatched in monthly batches, during the first week of each month.

Dispatch and delivery dates are estimates only unless we expressly state that a date is guaranteed. Unless we agree a different delivery period with you, we will deliver your order within 30 days of accepting it.

If we become aware of a significant delay, we will contact you using the details provided with your order.

We are not responsible for delays caused by events outside our reasonable control, including courier delays, severe weather, strikes, road disruption, supplier issues, public holidays or incorrect delivery information supplied by you.

11. Delivery addresses, safe places and failed delivery

You are responsible for providing a complete and accurate delivery address, email address and mobile number.

If you provide an incorrect or incomplete address, or if the courier cannot complete delivery because of information you supplied, we may not be able to refund your order or delivery charge. We will try to help where reasonably possible, but additional redelivery charges may apply.

If you ask DPD or another courier to leave your parcel in a safe place, with a neighbour, at a pickup point or in any other nominated location, you are responsible for ensuring that the location is safe and suitable.

Risk in the goods normally remains with us until the goods come into your physical possession or the physical possession of a person identified by you to receive them. The Consumer Rights Act 2015 says goods remain at the trader’s risk until they come into the physical possession of the consumer or a person identified by the consumer to take possession of them.

Where you choose a safe place, neighbour, pickup location or other delivery option through DPD or another courier, we may treat delivery to that nominated place or person as delivery to you, subject to your statutory rights.

If a parcel is returned to us because it was not collected, delivery was refused, the address was incorrect, or delivery attempts failed, we may deduct the original delivery cost and any return or redelivery charges from any refund due, unless the failed delivery was caused by us or our courier.

12. Delayed, lost or damaged deliveries

If your parcel is delayed, lost or damaged in transit, please contact us as soon as possible at hello@delishly.co.uk

For damaged parcels, please keep the box, packaging and affected products and send us photographs showing:

• the outer delivery box;
• the damaged packaging;
• the damaged item;
• the product batch code and best-before date, where relevant.

We will investigate with the courier and, where appropriate, offer a replacement, refund or other remedy.

Quick reporting helps us investigate, but your statutory rights are not affected.

13. Cancellation before dispatch and subscription cancellation

If you wish to cancel a one-off order before it has been dispatched, please contact us as soon as possible at hello@delishly.co.uk.

If your order has not yet been dispatched, we will usually be able to cancel it and provide a refund.

If your order has already been dispatched, you may need to follow the returns process below.

Cancelling a subscription is different from cancelling or returning a box that has already been charged or delivered.

You can cancel, pause or skip your subscription through your customer account or subscription portal where this option is available. You can also contact us at hello@delishly.co.uk.

To avoid your next subscription charge, you should cancel, pause or skip your subscription at least 48 hours before your next renewal payment is due.

If your subscription has already renewed and payment has been taken, cancelling your subscription will stop future renewal payments but will not automatically cancel or refund the box already charged.

If you have already been charged for a subscription box and want to cancel that box before dispatch, please contact us as soon as possible at hello@delishly.co.uk. Where the box has not yet been allocated, packed, prepared or dispatched, we may be able to cancel it and provide a refund.

Where the box has already been allocated, packed, prepared or dispatched, or contains fresh, perishable, short-life, bespoke or hygiene-sensitive products, we may not be able to cancel or refund that box for change-of-mind reasons.

This does not affect any legal cancellation, return or refund rights you may have for a specific box.

 

14. Change-of-mind returns

For most online purchases, consumers have a legal right to cancel within 14 days of receiving the goods. However, some products are excluded, including certain perishable goods and sealed goods that cannot be returned for health or hygiene reasons once opened.

For subscription orders, each monthly box is treated as a separate supply of goods for the purposes of cancellation and returns.

For our mystery boxes, we do not accept returns of individual items from a box unless they are faulty, damaged, unsafe, incorrect or not as described.

If you change your mind, you may only return the whole eligible box, subject to the conditions below.

To be eligible for a change-of-mind return:

• you must tell us within 14 days of receiving your order;
• you must return the whole eligible box, not individual items;
• products must be unopened, sealed, unused and in their original packaging;
• products must be in a resaleable condition;
• any non-returnable perishable, short-life, opened, unsealed or bespoke items may be excluded from the refund;
• you must return the goods within 14 days of telling us you wish to cancel.

You are responsible for the cost of returning goods for change-of-mind returns, unless we are legally required to pay those costs.

We recommend using a tracked delivery service. You are responsible for the goods until they arrive back with us.

This section does not affect your statutory rights if an item is faulty, damaged, unsafe, incorrect or not as described.

15. Perishable, short-life, opened or non-returnable goods

We cannot accept returns of the following unless they are faulty, damaged, unsafe, incorrect or not as described:

• fresh bakery items;
• bread, cakes or other short-life baked goods;
• chilled or frozen items;
• perishable goods;
• products liable to deteriorate or expire rapidly;
• opened, unsealed or partly consumed food;
• products where a hygiene seal has been broken;
• bespoke, personalised or made-to-order items;
• gift cards or vouchers.

If a box contains both returnable ambient products and non-returnable perishable or short-life products, we may refund the returnable part of the box only and deduct the stated or reasonable value of any non-returnable item.

This does not affect your rights if an item is faulty, damaged, unsafe, incorrect or not as described.

16. Refunds

Where a refund is due, we will refund you using your original payment method unless we agree otherwise.

For change-of-mind returns, we may withhold the refund until we have received the goods back or you have provided evidence that you have returned them.

If you cancel and return the whole eligible order within the statutory cancellation period, we will refund the price of the returned goods and the standard delivery charge, where legally required.

If you selected a premium or enhanced delivery service, we will only refund the cost of our standard delivery option where required by law.

For subscription orders, cancelling your subscription stops future renewal payments. It does not automatically refund a box that has already been charged.

If you have already been charged for a subscription box and want to cancel that box, please contact us as soon as possible at hello@delishly.co.uk.

Where the box has not yet been allocated, packed, prepared or dispatched, we may be able to cancel it and provide a refund.

Where a legal change-of-mind cancellation right applies, you may tell us that you wish to cancel within 14 days of receiving the relevant box. You must then return the goods within 14 days of telling us that you wish to cancel.

Some products cannot be returned or refunded for change-of-mind reasons, including fresh bakery items, short-life products, chilled or frozen products, perishable goods, products liable to deteriorate or expire rapidly, bespoke or made-to-order items, opened or unsealed food, and products where a hygiene seal has been broken.

 

We may make deductions from refunds where:

• goods are missing from the returned box;
• goods have been opened, unsealed, used or damaged by you;
• goods have been handled beyond what is necessary to inspect them;
• non-returnable perishable or short-life goods were included;
• return or redelivery costs have been incurred because of incorrect address details, failed collection, refused delivery or failed delivery attempts caused by you.

Refunds will normally be processed within 14 days of receiving the returned goods or evidence of return.

This does not affect your statutory rights if your box or any item in it is faulty, damaged, unsafe, incorrect or not as described.

17. Faulty, damaged, unsafe, incorrect or not-as-described goods

If an item is faulty, damaged, unsafe, incorrect or not as described, please contact us at  hello@delishly.co.uk as soon as possible.

Please include:

• your order number;
• your name and contact details;
• a description of the issue;
• photographs, where relevant;
• the product name;
• the batch code and best-before date, where relevant.

Depending on the issue, we may offer a refund, replacement, credit or another appropriate remedy.

We may ask you not to consume the affected item and to retain the product and packaging while we investigate.

Nothing in these Terms affects your statutory rights.

18. Product recalls and safety notices

If we become aware of a product recall, allergen issue or safety concern affecting a product supplied by us, we may contact affected customers using the contact details provided at checkout.

You agree that we may contact you about product safety, recall or order issues even if you have opted out of marketing emails.

You should follow any safety instructions, recall instructions or disposal instructions we provide.

19. Customer responsibilities

You agree to:

• provide accurate order, delivery and contact information;
• check all product packaging, labels and allergen information before consuming any product;
• not consume any product if the packaging is damaged, opened unexpectedly, swollen, leaking, spoiled, out of date or otherwise appears unsafe;
• store products according to the instructions on the packaging;
• contact us promptly if there is a problem with your order;
• use our website lawfully and respectfully.
• manage your subscription, including cancellation, pause or skip requests, before your next renewal payment is due;
• check your subscription renewal date, delivery address and payment details before each renewal;
• tell us promptly if your delivery address, contact details or dietary information changes.

You must not misuse our website, attempt to interfere with its operation, submit false information, infringe intellectual property rights, or use our website for fraudulent or unlawful purposes.

20. Promotions and discount codes

Promotions, offers and discount codes are subject to availability and any additional terms shown at the time of the offer.

Unless stated otherwise:

• discount codes cannot be exchanged for cash;
• only one discount code may be used per order;
• discount codes may not apply to delivery charges;
• discount codes may be withdrawn or amended at any time;
• expired codes cannot be used.

We reserve the right to cancel orders where a discount code has been misused or applied in error.

21. Reviews, comments and user content

If you submit a review, comment, photograph, social media tag or other content relating to us or our products, you grant us permission to use, reproduce and display that content for business, marketing and customer service purposes.

We may moderate, remove or refuse to publish content that is unlawful, offensive, misleading, abusive, defamatory, spam, fake, irrelevant or infringes another person’s rights.

You must not submit false or misleading reviews.

22. Intellectual property

All website content, including text, images, branding, logos, product descriptions, graphics and layout, belongs to us or our licensors unless stated otherwise.

You may use our website for personal shopping purposes only.

You must not copy, reproduce, scrape, modify, distribute or commercially exploit any part of our website or branding without our prior written permission.

23. Privacy and data protection

We use your personal information to process orders, take payment, arrange delivery, provide customer service, manage refunds and returns, manage subscriptions, prevent fraud, comply with legal obligations and run our business.

Our use of your personal information is explained in our Privacy Policy, which should be read alongside these Terms.

We may share necessary order and delivery information with third-party service providers, including payment providers, ecommerce platforms, couriers, fulfilment providers, accountants and IT service providers.

For subscription customers, we may also use your personal information to manage your subscription, process recurring payments, send subscription confirmations, send payment or dispatch updates, notify you about failed payments, confirm cancellation, and send legally required subscription notices.

We will only send marketing communications where we have a lawful basis to do so. You can unsubscribe from marketing emails at any time.

24. Cookies

Our website uses cookies and similar technologies. Some cookies are necessary for the website and checkout to work. Others, such as analytics or marketing cookies, may require your consent.

Please see our Cookie Policy for more information.

25. Our liability

Nothing in these Terms excludes or limits our liability where it would be unlawful to do so.

This includes liability for:

• death or personal injury caused by negligence;
• fraud or fraudulent misrepresentation;
• breach of your statutory rights;
• unsafe goods where liability cannot legally be excluded;
• any other liability that cannot be excluded or limited under UK law.

Subject to the above, we are not responsible for:

• losses that were not foreseeable;
• business losses, including loss of profit, revenue, goodwill or opportunity;
• indirect or consequential losses;
• delays or failures caused by events outside our reasonable control;
• allergic reactions or dietary issues where you consume a product despite the product packaging, label or information showing that it is unsuitable for you;
• your failure to check product packaging, labels, allergen information or storage instructions before consuming a product;
• inaccurate third-party manufacturer or supplier information where we relied on it in good faith and had no reason to believe it was inaccurate, except where liability cannot legally be excluded.

Our total liability for any order will not exceed the amount you paid for that order, except where the law does not allow such a limitation.

26. Events outside our control

We are not responsible for delays or failures caused by events outside our reasonable control, including but not limited to:

• courier delays or disruption;
• strikes or industrial action;
• severe weather;
• road closures or transport disruption;
• supplier shortages;
• product recalls;
• IT failures or cyber incidents;
• public health emergencies;
• changes in law or regulation;
• events affecting food safety, stock availability or fulfilment.

If an event outside our control affects your order, we will contact you where reasonably possible and try to minimise the impact.

27. Complaints

If you have a complaint, please contact us at:

hello@delishly.co.uk

Please include your order number and a clear description of the issue.

We aim to acknowledge complaints within 3 working days and respond fully within 10 working days, where possible.

If we cannot resolve your complaint, we will provide information about any relevant Alternative Dispute Resolution provider where required.

28. Changes to these Terms

We may update these Terms from time to time.

For one-off orders, the version that applies to your order is the version published on our website at the time you place your order.

For subscription orders, we may update these Terms from time to time. Where a change materially affects your subscription, price, cancellation rights, delivery arrangements or other important terms, we will give you reasonable notice before the change applies.

If you do not wish to accept a material change to your subscription, you can cancel your subscription before the next payment is taken.

Changes will not affect orders we have already accepted unless required by law.

29. Severability

If any part of these Terms is found to be unlawful, invalid or unenforceable, the remaining parts will continue to apply.

30. Governing law

These Terms are governed by the law of England and Wales.

If you live in Scotland or Northern Ireland, you will also benefit from any mandatory consumer protection rights that apply where you live.

31. Contact us

For subscription cancellation, pause, skip, payment or renewal queries, please contact us at hello@delishly.co.uk or use your customer account or subscription portal where available.

Questions about these Terms should be sent to:

Delishly Gluten Free Customer Service
Email: hello@delishly.co.uk
Address: First Floor Griffin Place, Griffin Street, High St, Newport, NP20 1FX

Website: www.delishly.co.uk