Returns Policy

Package contents must be examined immediately after receipt, and any shortages or breakages MUST be reported within 24 hours. Reports of breakage at the time of delivery must be accompanied by photographs, emailed to

Please bear in mind when ordering fresh or frozen goods that we, unfortunately, cannot guarantee the quality of these items as we depend on the handling efficiency and delays that may be related to delivery through our partners responsible for the delivery. We cannot take back any fresh or frozen food unless it had already perished when you received them.

If the goods have been despatched to you before cancellation, you should return the goods to us at your cost. If the goods are not returned, you will be liable to pay for the goods and related expenses such as shipping. 

Please note we will not accept perished goods as a cancellation.

When orders are unavailable

Occasionally, items ordered are unavailable. When this occurs, we may either omit one or two items from the order or substitute similar items of equal or higher quality at a comparable or lower price. We will automatically refund your transaction amount if any goods are not sent or cheaper products are substituted. We will not charge for more expensive items or increase your final payment amount without consulting you. We will contact you by email or telephone if most of your order is unavailable. We will not be responsible for delivery delays if we are not able to reach you through your given contact details or if no response is received from your end.

Frozen Products are not included in our delivery parcels. 

Refunds policy

In case a refund is required, we will make the refund in your Customer Wallet available on the IKIZEN website. You can use the credit amount in your Wallet to pay for the following order.  You can access the Wallet details on your accounts page on the IKIZEN website.