Replacement Guarantee

Our Starter Flakes Promise

Hello, and welcome to the wonderful world of sourdough! Whether you're reviving our wheat-based flakes or our gluten-free flakes, we want you to end up with a happy, bubbly starter you'll love baking with for years to come.

Bringing a dried starter back to life is a bit like waking someone up from a deep sleep — it can take a little time and the right conditions, but it's almost always worth the wait. If yours isn't waking up the way you hoped, please don't worry, and please don't give up. We're here to help, and in most cases we can get your starter going with just a tweak or two. And if we truly can't, we'll approve a replacement so you can try again.

When we'll approve a replacement

We'll happily approve a replacement pack of flakes if:

• You followed the activation instructions that came with your order (or the latest version on our website).
• You used the right flour for your starter type (more on that just below — it really does make all the difference!).
• You got in touch with us within 7 days of starting your activation so we could help troubleshoot before things went too far.
• You're attempting activation within 12 months of receiving your flakes.

A quick word on flour

Flour is the single biggest factor in whether your starter thrives, so we ask that you stick to the following:

• Wheat starter flakes — please feed with fresh bread flour, ideally one from our store. Ours is milled with sourdough in mind and gives your starter the very best chance of a strong, fast wake-up.
• Gluten-free starter flakes — please feed with our GF white flour only. GF starters are wonderfully fussy little things, and our GF white flour is the only one we can vouch for. We can't offer a replacement if any other gluten-free flour has been used.

If a different flour was used, we hope you understand that we're not able to approve a replacement — we simply can't tell whether the flakes or the flour were the cause, and we want to be fair to everyone.

When our promise doesn't apply

A few situations where we won't be able to approve a replacement:

• The activation instructions weren't followed (feeding ratios, water temperature, timing, and so on).
• A flour other than the ones listed above was used.
• Your starter grew mould. Mould means something went off-track with hygiene or care, and sadly that's outside what we can cover.
• You didn't reach out to us within 7 days of starting activation, and the starter was left until it spoiled. We can rescue almost any sleepy starter — but only if we hear from you early!
• More than 12 months have passed since your flakes arrived.
• The flakes were stored somewhere damp, hot, or otherwise unfriendly after arrival.

How to get in touch

1. Reach out as soon as something feels off. Pop onto our website chat and let us know your order number, which starter you have (wheat or GF), the flour you've been using, and a quick note on what you're seeing (or not seeing). A photo or two is incredibly helpful.
2. Let's troubleshoot together. Most "failed" starters are simply slow to wake up, and a small adjustment usually does the trick. We'll walk through it with you over a few days.
3. If we still can't get your starter going, we'll approve a replacement. The approval covers the value of a new pack of flakes — postage is additional and paid by you, so we can keep our flakes as affordable as possible for everyone.

A little note from us

Sourdough is a living, breathing thing — and every kitchen is its own little ecosystem of temperature, flour, water, and timing. Our promise exists because we genuinely want you to succeed, not because we expect things to go wrong (truly, almost every starter wakes up beautifully with a bit of patience).

If we could leave you with just two pieces of advice, it would be these: feed it the right flour, and talk to us early if anything feels off. Please don't leave a struggling starter sitting on the bench hoping it'll sort itself out — get in touch, and we'll do everything we can to bring it back to life with you.

Happy baking — we can't wait to hear how you go.

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We may update this policy from time to time. The version current at the date of your purchase applies to your order.