Refund policy

At Vi Ca Phe, every drink is made fresh, in-house, and delivered by our own delivery team — not a third-party courier. Because of this, and because our products are perishable, this policy works a little differently from a typical retailer. Please read it carefully before ordering.

Checking your order at the door

When your order is delivered, our driver will ask you to confirm and sign for the number of drinks received. Please check your order at the point of delivery, while the driver is still with you — this signed confirmation is our record of what was delivered.

If there's a problem

Any issue with your order — damage, a quality concern, or anything else — must be raised with the driver immediately, at the time of delivery. The driver will contact us directly on the spot so we can resolve it. We're unable to accept or action complaints raised after the driver has left, so please check your order carefully before they go.

We do not offer replacement drinks. Where an issue is confirmed at the point of delivery, we'll issue a refund for the affected item(s).

Missing or incorrect items

We take great care to make sure every order is correct, so this should never happen. If it does, let the driver know immediately and we'll arrange for the correct item(s) to be sent. As above, this must be raised at the point of delivery — the signed confirmation of quantity received cannot be disputed afterward.

Perishable goods

Because our drinks are freshly made and have a limited shelf life, we're unable to accept returns or offer refunds simply because you've changed your mind after an order has been placed. Under the Consumer Contracts Regulations 2013, the right to cancel does not apply to goods that are made to order, perishable, or liable to deteriorate rapidly — which covers our full drinks range.

Order cancellations and amendments

Once placed, an order cannot be cancelled. We begin preparing orders almost immediately after they're received, so there is very little window to make any changes. If you need to amend an order — for example, your delivery address or drink selection — you must email us immediately at info@vicaphe.com. We cannot guarantee any amendment can be made once preparation has started.

Pre-orders

You can place a pre-order up to 5 days in advance of your chosen delivery date. Pre-orders over £20 can be cancelled up to 2 days before the scheduled delivery date. After that point, the standard cancellation policy above applies and the order cannot be cancelled.

Minimum order

Our minimum order value is £9.98.

Office and bundle orders

The same policy applies to bundle and office orders. If part of a larger order arrives damaged or incorrect, this must still be raised with the driver at the point of delivery.