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 hello@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:
We ask that you contact us within 14 days of delivery at hello@sayciaocoffee.com. Items must be unworn, unwashed, and in original condition. We'll arrange return instructions and, for your first order, we'll cover the return shipping — because we want you to feel confident trying Say Ciao for the first time.
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 7 days 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.
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
We want you to feel completely confident ordering from us. If something isn't right, contact us at hello@sayciaocoffee.com within 14 days of delivery and we'll sort it — including return shipping. No hassle, no financial risk.
8. CHARGEBACKS
If something isn't right, please reach out to us first at hello@sayciaocoffee.com — we'll always do our best to resolve it quickly and fairly.
9. CONTACT US
Say Ciao Coffee Capital Office, 124 City Road, London, EC1V 2NX hello@sayciaocoffee.com