We’ve extracted some important bits from our Ts & Cs for your convenience. For more frequently asked questions, please go through our FAQ page.Checkout
When placing your order, please remember to enter correct card details in billing information. If any information entered does not match info that your bank has for your card, the transaction will be declined. This includes name on the card, address to which the card is registered to, long number or CVV. Bank’s sometimes hold these funds until you confirm that it was actually you that used the card and that it was not stolen or lost. If your funds get held, please contact your bank or card provider.Accepting the delivery
If you are ordering products to be delivered to you, you need to be at the address to accept your order. Any delays or charges caused by nobody being able to accept the order or the order being redirected by the customer (to a different address or a parcel shop) are out of our control. Unfortunately couriers are unable to guarantee overnight service for when the route is changed or rescheduled by the customer, so this is not something we would recommend for perishable orders.Delivery during weekends and Bank holidays
Please note that postal and courier services do not work during these days and that delivery of your order will take more time in these periods. Any perishable (frozen and refrigerated) items will not be sent on Fridays in order to avoid being in transit for longer than our insulation keeps them cool. All of the perishable orders that we receive from Thursday after cut off time until will be sent on the following Monday for delivery on Tuesday.Frozen packaging
We have taken 8 years selecting packaging that works for both our products and the environment. We have recently introduced new insulation packaging - Woolcool liners are not only fully reusable and recyclable but biodegrade at the end of their useful life. Woolcool has been rigorously tested and proven to keep produce within the temperature ranges required by the Food Standards Agency.
Wool is one of the most sustainable natural materials, being available in abundance as a by-product of rearing sheep. The wool insulation is compostable and biodegradable, releasing valuable nitrates back into the soil from which your food comes from. Wool fibres are incredibly effective at absorbing moisture from the air which minimises humidity and condensation to maintain stable temperatures. The recyclable food grade wrap which encloses the wool in Woolcool is micro-perforated to allow the fibres to breathe and create the natural cooling system. The natural washing and scouring process requires no chemicals, additives or further sterilisation. Wool fibres have been scientifically proven to absorb and lock-in bacteria and dangerous chemicals. The wool is sealed within recyclable, food grade polyethylene wrap to prevent the fibres coming into direct contact with packaged contents.
To recycle Woolcool follow these steps:
When you receive your frozen parcel, unpack and place the products in the freezer immediately. Check the ice packs - if the gel ice pack inside is even the slight bit solid, that means that the contents are below 0 as well. Due to nature of some airy items like bread and products that contain a lot of moisture (like fruit and some vegetables) will seem defrosted - be squishy to touch even at temperatures of below 18c to 0c. Please note that in rare conditions, your parcel might be in transit for longer that 30h. This may happen by courier's mistake or if you change your delivery day without consulting with us. In that case, consume any defrosted items within 24h and keep them refrigerated in their original packaging during that time.
Please note that during heatwaves we cannot guarantee that your products will arrive deeply frozen and we advise visiting our Delivery page for any announcements of that kind.Product descriptions
Although we provide great care to make summary details and descriptions as detailed as possible, product information, including product images, listed on this store may not be up to date at the moment of your purchase. This is due to change of packaging from time to time and information provided on packaging may vary per batch. While we believe that information provided in this store is accurate, it is not a substitute for your reading the product packaging and label prior to use. If you need any further info about our products, we will happily provide this to you, including a photo proof of any needed information.Weight embedded items
Some of our chilled products are cut and vacuum packed in inconsistent sizes by the manufacturer. As these products are usually artisan or handmade, it is nearly impossible to cut precisely into 500g for example. We grouped these products in 50g, 100g or 500g intervals for your convenience and we will make sure you do not receive less than you paid for. Sometimes we will add more of one item to compensate for not having an exact weight of another item in your order.Short dated items
We will clearly mark any non-perishable items as short dated 4 weeks before best before date. Some products like dairy and meat naturally have an expiration date less than 4 weeks. These products will be marked when there is a week left until the best before date.Items out of stock
If you would like to order products that are out of stock, or you are having trouble finding them, feel free to pop us an email or form inquiry and we will let you know if and when are we expecting a restock.Missing or incorrect items
Sometimes we will make mistakes. We try extremely hard not to, but if we do, please send us an email and we will sort this out for you immediately.Damaged items
We take every aspect packing your order with utmost consideration in order to protect products of damages. Still, once your parcel leaves our premises, it is handled by many people and machinery in the courier facilities and in rare occurrences might get damaged. If this is the case, please pop us an email with pictures and we will make this up to you.International shipping
We are currently working on enabling shipping outside of UK. Stay tuned for news on our Facebook page.