Returns & Cancellations
Change or Cancelling an Order
We're sorry that in most circumstances it's not possible to make changes to your order once you've placed it.
If you'd like to add products to your order, please place a new order for these items.
If you need to change details of your delivery address, remove items from your order or cancel it completely, please contact our Customer Services team for advice on +44 (0) 207 659 4500 between 09:30 and 17:30, Monday to Friday, or email us at firstname.lastname@example.org (to arrange returns only). Please be ready to quote your name, order number and order date.
If your order has already been dispatched or delivered, then you'll need to follow our Returns procedure listed below in the event of any unwanted products. You can also of course return them to the reception at Sketch.
Consumer Contracts Regulations 2013
This legislation offers you the following cancellation rights when you buy online or by phone:
You are entitled to cancel your contract if you so wish, provided that you exercise your right no longer than 14 days after the day on which you receive the goods or services.
Your right to return products does not apply to goods made to your specification, that have been clearly personalised or which by reason of their nature cannot be returned or are liable to deteriorate or expire rapidly.
If you wish to exercise your right of cancellation, you are obliged to retain possession of the goods and take reasonable care of them.
To exercise the right to cancel, you must inform us of your decision to cancel your contract by a clear statement, including details of your name, geographical address, details of the order you wish to cancel and, where available, your phone number and email address.
If you decide to cancel, you should return the goods to us at your cost within 14 days of such cancellation and we will reimburse to you (by the method used to pay for the original transaction) the amount in relation to goods to which cancellation rights apply. This includes the cost of delivery (except for the supplementary costs arising if you choose a type of delivery other than our standard and least expensive method of delivery).
We may make a deduction from the reimbursement for loss in value of any goods supplied, if the loss is the result of unnecessary handling by you. We will make the reimbursement no later than 21 days after the day we receive back from you any goods supplied.
Missing, incomplete or damaged orders
If your order hasn't arrived, or arrives incomplete, first of all please view your order online. Sign into your account here. If your order has been despatched but hasn't arrived within the expected time period, please email our Customer Services team, or call us on +44 (0) 207 659 4500 between 09:30 and 17:30, Monday to Friday.
If you've more than one item on your order and you haven't received the entire order as detailed in the order confirmation email sent to you, please email or call us as before.
If your order arrives and the goods are damaged, follow our Returns procedure or call us on +44 (0) 207 659 4500.
Depending on the type of product, you can make free returns via our restaurant. Otherwise you can return via Royal Mail, courier or any safe alternative at your expense.
Please see below for full details of our returns and refunds policy.
1. Returns via sketch
Simply take a print-out of your order confirmation or the delivery note and the product you wish to return or exchange, and tell the receptionist you bought it online.
Please make sure you also bring the payment card you originally used to buy the product. As PayPal is an online payment system, we can only exchange but not refund if you return items you've bought online with PayPal to our restaurant; please return via another method suggested below.
2. Returns via Royal Mail or courier
Please include a valid reason for your return
Enclose the delivery note with the product, and package up securely; please use original packaging if possible, but remove original labels
Use the postage label included with the delivery note and obtain proof of postage
We kindly ask that you cover the cost of returning your item(s)
Please allow 4 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.
Refunds on returned items
- Please allow 4 weeks from the collection or posting date for us to credit your account. We will refund the credit or debit card of the person who originally placed and paid for the order.
We want you to be happy with your purchase. If you're not, just return the product to us, following the instructions above, and we'll exchange or refund it to the credit or debit card of the person who originally placed and paid for the order.
Under Consumer Contracts Regulations 2013, if you buy online or by phone, your consumer rights entitle you to a full refund if you request one in writing within 14 working days of receipt. This includes any delivery charge.
Terms & conditions
- If you're unhappy with your purchase, please let us know. Unless faulty, we'd like this to be within 14 days of purchase
It's important that any unwanted item, unless faulty, is returned in a re-saleable condition. We'd expect this to mean that you've kept all original packaging and labels, and that it's undamaged and unused. No refund shall be issued if these terms are not met.
We ask for you to cover the cost of any delivery charges for your returns.