Refund policy
REFUND POLICY
Last updated: 29 March 2026
We want you to love every Say Ciao purchase. If there is an issue with your order, contact us within 7 days of delivery at hello@sayciaocoffee.com and we will make it right.
1. RETURNS — COFFEE & CONSUMABLES
Because coffee is a perishable product, we cannot accept returns on opened bags or used items.
If you are not satisfied with your purchase, you may return unopened, unused products in their original packaging within 14 days of delivery for a full refund or exchange.
To initiate a return, please contact us at ihello@sayciaocoffee.com with your order number and reason for return. We will provide you with return instructions.
2. RETURNS — APPAREL, ACCESSORIES & CITY EDITIONS
All Say Ciao apparel, accessories, and City Edition products are made to order. We do not hold stock or operate a warehouse return facility.
You have 14 days from delivery to request a return. To be eligible:
Item must be unworn, unwashed, and in original condition with packaging intact
Return shipping is at your cost
Original outbound shipping is non-refundable
We reserve the right to refuse returns that do not meet these conditions
We do not offer direct exchanges. If you wish to exchange, return your item (subject to the above) and place a new order.
3. DAMAGED, INCORRECT, OR DEFECTIVE ORDERS
If your order arrives damaged, incorrect, or defective, we will replace or refund it at no additional cost to you.
Please contact us at hello@sayciaocoffee.com within 48 hours of delivery with:
Your order number
A description of the issue
Photos of the damaged or incorrect items
We will review your claim and respond within 2 business days with next steps.
4. REFUNDS
Once we receive and inspect your return (or approve your claim for damaged/incorrect items), we will notify you of the approval or rejection of your refund.
If approved, your refund will be processed to your original payment method within 3 to 5 business days. Depending on your bank or payment provider, it may take an additional 5 to 10 business days for the refund to appear in your account.
Original shipping costs are non-refundable unless the return is due to our error.
5. NON-RETURNABLE ITEMS
The following items cannot be returned or refunded:
Opened or used coffee bags
Gift cards
Sale or clearance items (unless damaged or defective)
6. LATE OR MISSING REFUNDS
If you have not received your refund within the expected timeframe:
Check your bank account or payment provider again
Contact your bank or credit card company, as processing times may vary
If you have still not received your refund, contact us at hello@sayciaocoffee.com
7. SHIPPING COSTS FOR RETURNS
You are responsible for paying the shipping costs for returning your item, unless the return is due to our error. We recommend using a trackable shipping service, as we cannot guarantee receipt of returned items.
8. CHARGEBACKS
We ask that you contact us at hello@sayciaocoffee.com before initiating a chargeback so we can resolve the issue quickly. Chargebacks initiated without prior contact may result in your account being suspended pending investigation.
9. CONTACT US
Say Ciao Coffee Capital Office, 124 City Road, London, EC1V 2NX hello@sayciaocoffee.com