Do I have to be at home to receive my delivery?
We always instruct our couriers to leave your goods somewhere safe. We ask this as the products are fresh and it avoids them being returned to the depot; a few hours on your property is much better than them staying overnight in a warehouse. Our couriers are quite happy to leave your parcel in a safe place e.g. in your porch, garage, shed or somewhere out of sight. We can also leave your parcel with a neighbour.
What time will my order arrive?
Your order will normally be delivered between 8.00 a.m. and 6.00 p.m. on the date you choose. In most cases, you will be contacted by our delivery service to give you a time slot for when to expect your delivery. In some circumstances, particularly to remote locations, we may use another carrier (such as Royal Mail), so the one-hour time slots may not always be available. If possible, the driver is instructed to leave your parcel somewhere safe if you are out. Please tell us where you would like us to leave it when placing your order. Very occasionally, particularly close to Christmas, our carriers will extend their delivery window to cope with increased workload and traffic. We would therefore always suggest that if you need the items for a particular event, consider taking delivery a day or two in advance.
How will my order be packed?
All perishable items will be packed in an insulated cool box; it will have bubble airbags to try and avoid your goods being damaged in transit and will also include ice packs as necessary, so your goods will be kept at the perfect temperature. Please note, the ice packs (which are literally just frozen filtered water) will thaw gradually during transit - this is how they keep the product cool. Please do not be concerned if you find that some or all of the ice has melted when your parcel arrives.
Who will deliver my parcel?
Most deliveries are made by our carrier partner APC. In some circumstances, particularly to remote locations, we may use another carrier (such as Royal Mail).
Can I track my delivery?
Yes. If you have given us your email address our carriers will contact you with a Consignment Number and a link to their tracking page. They will normally confirm a two-hour slot when you can expect delivery. Enter your consignment number and delivery postcode, click to view the map and the regularly updated map will pinpoint the delivery driver's current stop and how close the driver is to you.
In some circumstances, particularly to remote locations, we may use another carrier (such as Royal Mail), so tracking may not always be available.
Where do you deliver?
We can deliver to any UK address (not P.O Boxes) but some locations may have special delivery requirements and incur increased delivery charges. Please contact customer service for more information on delivery charges on 0345 222 0153
Do you deliver overseas?
Unfortunately, no. We have learnt that large perishable items do not lend themselves to overseas delivery.
We are able to send most items to Northern Ireland (BT postcodes only), and in some circumstances may be able to make arrangements for larger, non-perishable items to be shipped overseas. Please contact our Customer Services team on 0345 222 0153 to discuss this.
How will my food keep cool enough in transit?
All our foods are individually packaged in heavy-duty strength cardboard boxes insulated with a specially designed insulating liner. We also use bubble wrap and air-filled pillows to keep the goods secure, and ice packs to ensure the goods stay in refrigerated temperatures during transit. We have been doing this successfully for many years now.
Please note, the ice packs (which are literally just frozen filtered water) will thaw gradually during transit - this is how they keep the product cool. Please do not be concerned if you find that some or all of the ice has melted when your parcel arrives.
I live in the middle of nowhere. Will the delivery driver be able to find me?
Our carrier partner DHL will locate your property using your postcode as it is registered with Royal Mail or Google Maps. As long as your address comes up on either of these, the driver should have no problem finding where you are.
If you know your property is particularly difficult to identify (perhaps the signage is confusing, you have more than one drive, or you share access with someone else?) please call our customer service team. In extreme circumstances, we can even add written instructions to the outside of the box!
On the odd occasion, they do have difficulty finding an address, firstly they will try to call you if you have given a mobile telephone number when you placed your order, or contact our customer service team so that they can give them more information.
How much do you charge for delivery?
Standard UK Mainland delivery is £7.95 on orders under £50 and for orders over £50 delivery is FREE. From time to time, these charges will vary depending on how much you spend.
UK Highlands & islands N. Ireland, Scottish Islands, Isle of Man, Scilly & Channel Islands is £25. Small orders may be charged at the standard Mainland rate at our discretion.
Why can't you deliver on a Monday?
Unfortunately, there are normally no collections by our courier company on Sundays for overnight deliveries on Monday.
On receipt of your order
Our products are securely packed to enable them to be sent to you by post or carrier. Although they are well able to withstand the relatively short spell that they spend on their way to you, chilled goods should be transferred to your fridge as soon as possible after receipt. Alternatively, if you wish to freeze any items from your order this should be done as soon as possible. See each separate product label for their storage instructions.
Generally speaking, products that have been vacuum packed are best left in their vacuum pack until you are ready to use them. Once the vacuum is opened, however, the packaging should be discarded and the items re-wrapped in a more suitable material. When you first take products out of a vacuum pack you may notice a slight odour, this is perfectly normal.
Please note that any shelf-life quoted on chilled items is based on storage below 5°C. If the items are stored above this temperature, or inadequately wrapped, or if they spend long periods out of refrigeration (such as a ham on a buffet), their shelf-life could be shortened considerably.