Customer Service & Shipping Information
Customer Service Hours
Monday: 9am - 5pm
Tuesday: 9am - 5pm
Wednesday: 9am - 5pm
Thursday: 9am - 5pm
Friday: 9am - 5pm
United Kingdom Shipping Rates
Regular Shipping
- Free Shipping on orders over £60
- DPD Express (1–3 days): £9.99 GBP
- Royal Mail Express (1–3 days): £5.99 GBP
- Royal Mail Standard (3–5 days): £4.99 GBP
- DHL International Delivery (Duties Paid with Temperature Protection): £60
Temperature Protection (Active During Extreme Heat Warnings)
- DPD Next Day (with Temperature Protection): £10.99
- Evri Next Day (with Temperature Protection): £7.99
- Royal Mail Tracked 24 (with Temperature Protection): £6.99
1. Order Dispatch Policy
Ensuring timely dispatch of orders is crucial to meet and exceed our customers' expectations. Our order dispatch process includes the following steps to ensure a smooth and efficient delivery experience:
Preparation Time
Orders are prepared for dispatch within 24 to 48 hours from the time the order is placed (excluding weekends and Bank Holidays). This allows us to carefully pack and prepare your items for shipment.
Next Day Delivery
Next day delivery is calculated from the date the item is shipped, not from the date the order is placed. Please note that the preparation time is not included in the next day delivery calculation.
Our delivery partners work closely with us to provide timely deliveries, but please understand that sometimes carriers may experience delays beyond our control.
Tracking Number
Once your order is shipped, you will receive a tracking number to monitor the delivery status in real time.
2. Address Accuracy
Please ensure your address is correct when placing your order, as it cannot be changed afterward — especially during peak periods. If you have questions, contact our customer service team before completing your purchase.
3. Shipping & Delivery Policy
Customer Responsibility
Please try to be available at the delivery address during the scheduled delivery window. This helps avoid delays or missed deliveries.
Changing Delivery Address
We’re unable to change addresses after the order is placed, particularly during peak periods. Double-check all details before finalising your purchase.
If you need to change your address after shipment, you will be responsible for any resulting issues. We’ll assist where possible via tracking support.
Liability and Responsibility
If no one is available to accept the delivery, our responsibility ends with the attempted delivery. You must arrange redelivery or pickup directly with the carrier.
Changing your address during shipment transfers liability to you, including potential delays or losses.
Process for Missed Deliveries
Follow the carrier’s instructions for rescheduling or pickup. Carrier policies vary, so please refer to their official guidelines.
4. Split Fulfilment and Delayed Dispatch Policy
Delay Alert Notice
If a delay occurs, we will notify you with the reason and expected shipping timeframe.
Split Shipment Notice
If your order contains items that are ready to ship and others that are delayed, we will notify you which items will ship immediately.
Your Options
- Item Swap: We may offer a similar-priced item for immediate dispatch at our discretion.
- Wait for Delayed Items: You can opt to wait, and we will provide an updated shipping date.
Follow-Up
Once delayed items ship, we will send confirmation and tracking details.
5. Shelf Life Policy
Shelf Life Standards
Products with a shelf life over one month are considered acceptable for sale within the UK.
Replacement Policy
If you receive a product with under one month of shelf life, we will replace it at no extra cost.
6. Breakages
We take care in packaging, but minor breakages may occur. These items are still safe and delicious to enjoy. We do not offer refunds for minor breakage.
7. Returns & Refund Policy
Returns Policy
Due to hygiene and food safety, we do not accept returns. Exceptions are made for damaged goods only.
- Damaged Goods: Must be reported within 3 days of delivery. Damage includes melting, contamination, or destruction.
- Return Process: Contact customer service for a replacement of the correct item.
Refund Policy
- Refund Conditions: Refunds are issued only for damaged or expired items, once verified.
- Change of Mind: We cannot issue refunds for taste preferences or buyer's remorse due to the perishable nature of our products.
Please note:
- We cannot refund orders with incorrect addresses entered at checkout.
- Returned orders due to customer absence or incorrect info may not be refunded.
8. Wrong Item Received
Claims for Wrong Item Sent
- Report Quickly: Contact us within 2 days of receiving the incorrect item.
- Verification: Provide order details and a photo if requested.
- Resolution: We will dispatch the correct item once verified.
We are committed to ensuring your satisfaction. If you have questions or need assistance, please contact our customer service team.