Delivery & Returns

Delivery & Returns
Last updated: 23 July 2026
 
We sell two rather different types of things at Undercliff Shroomery: fresh mushrooms that have a very short relationship with shelf life, and merchandise that is made to order.
So here's how delivery, collection, returns and refunds work.
 
1. Fresh Mushroom Orders
Fresh mushrooms are available for:

• Collection from The Undercliff Shroomery, or

• Local delivery within Ventnor, Isle of Wight.

We do not currently offer nationwide or courier delivery of fresh mushrooms. If you are ordering from the mainland and would like to place an order for mushrooms, please get in touch to discuss shipping.
 
2. Mushroom Collection
When placing your order, you will be given information about available collection arrangements.
Please collect your mushrooms at the agreed time where possible.
Once collected, fresh mushrooms should be refrigerated promptly and stored according to common sense - in a paper bag, in the fridge.
If you cannot make your collection time, please contact us as soon as possible and we'll do our best to arrange an alternative.

3. Ventnor Mushroom Delivery
Fresh mushroom delivery is currently available within Ventnor only.
Available delivery days and times will be communicated when your order is placed.
We will make reasonable efforts to deliver within the agreed timeframe.
Because we're a tiny local mushroom operation rather than a fleet of refrigerated vans with a corporate logo on the side, delivery times may occasionally change due to circumstances outside our reasonable control.
If nobody is available to receive the order, we may contact you to arrange an alternative delivery or collection.
Once delivered, fresh mushrooms should be refrigerated promptly.
We cannot accept responsibility for deterioration caused by the mushrooms being left unrefrigerated or not being collected/received as arranged.
 
4. Fresh Mushroom Quality
Our mushrooms are harvested in small batches and are sold as fresh produce.
Natural variations in size, shape, colour and appearance are normal. A little white 'fuzz' (mycelium) on the mushrooms is normal and edible. We proudly support wonky mushrooms!
If your mushrooms arrive damaged, spoiled or otherwise appear unsuitable for consumption, please contact us as soon as possible.
Where practical, please provide photographs of the mushrooms and packaging so that we can assess the issue.
Please do not consume mushrooms that you believe are unsafe.
Where a product is faulty or does not conform to the contract, we will provide an appropriate remedy in accordance with your statutory rights.
 
5. Fresh Mushroom Cancellations
Fresh mushrooms are perishable goods and may deteriorate or expire rapidly.
For this reason, the usual statutory cancellation rights that apply to many online purchases do not apply in the same way to fresh mushrooms.
If you need to cancel or amend a fresh mushroom order, please contact us as soon as possible.
If the order has not yet been harvested or prepared, we will do our best to accommodate your request.
Nothing in this policy affects your statutory rights regarding products that are faulty, damaged, unsafe or otherwise do not conform to the contract.
 
6. Merchandise Delivery
Our merchandise is generally made to order.
Merchandise is produced and fulfilled by our print-on-demand partner, Inkthreadable.
Because each item is produced specifically for your order, please allow additional time for production before dispatch.
Production and delivery times can vary depending on the product and destination.
Your merchandise will normally be dispatched separately from fresh mushroom orders.
Ordering merchandise alongside fresh mushrooms does not mean that the items will arrive together.
 
7. Merchandise Delivery Address
Please make sure your delivery address is correct when placing your order.
We cannot guarantee that an address can be changed once your order has entered production or been dispatched.
If you realise that you have entered the wrong address, contact us as soon as possible and we will see whether anything can be done.
 
8. Merchandise Returns and Cancellations
For most merchandise purchased online, UK consumer law provides a statutory cancellation period.
Where applicable, you may cancel your order within 14 days of receiving the goods, without needing to give a reason.
You then generally have a further 14 days to return the goods.
Certain exceptions apply to the statutory right to cancel, including some goods made to the customer's specifications or clearly personalised.
Our merchandise is made to order, but being made to order does not automatically remove statutory cancellation rights. Where a legal right to cancel applies, we will honour it.
If you wish to cancel an eligible merchandise order, please contact us as soon as possible.
 
9. Returning Merchandise
If you cancel an eligible merchandise order, you will generally need to return the item to us.
Unless the item is faulty, damaged or incorrect, you may be responsible for the cost of returning the goods.
Returned items should be in appropriate condition and, where possible, in their original packaging.
We recommend using a tracked delivery service when returning an item, as we cannot be responsible for items lost in transit while being returned.
 
10. Faulty, Damaged or Incorrect Merchandise
If your merchandise arrives:

• Damaged;

• Faulty;

• With a manufacturing defect; or

• Different from the item you ordered,

please contact us as soon as reasonably possible.
Please provide your order number and, where possible, photographs showing the problem and the packaging.
We may need to share the relevant information with our fulfilment partner so that the issue can be investigated.
Where a product is faulty, damaged or incorrectly supplied, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement, repair or refund.
 
11. Refunds
Where a refund is agreed, we will normally refund the payment method originally used for the purchase.
Refund processing times can vary depending on the payment provider and bank.
Where you have exercised a statutory cancellation right, any refund will be handled in accordance with applicable consumer law.
Where applicable, we may withhold reimbursement until the goods have been returned or you have provided evidence that they have been sent back.
 
12. Products That Cannot Be Returned
Fresh mushrooms are perishable goods and cannot generally be returned simply because you have changed your mind after receiving them.
This does not affect your statutory rights where the product is faulty, damaged, unsafe or does not conform to the contract.
Certain personalised or specifically customised merchandise may also be excluded from statutory cancellation rights where permitted by law.
 
13. Wrong or Missing Items
If you receive an item that you did not order, or an item is missing from your order, please contact us as soon as possible.
We will investigate the issue and arrange an appropriate solution.
 
14. Delivery Problems
If your merchandise does not arrive within the expected delivery timeframe, please contact us so that we can investigate with our fulfilment or delivery partner.
Delivery times are estimates and may occasionally be affected by circumstances outside our reasonable control.
 
15. Contact Us
For questions about delivery, collection, returns or refunds, please contact:
Undercliff Shroomery
Isle of Wight, UK
Email: info@undercliffshroomery.com
Please include your order number where possible so that we can find your order without having to rummage through the digital mushroom compost.