Useful Disclaimers

We’ve extracted some important bits from our Ts & Cs for your convenience. For more info frequently asked questions, please go through our FAQ page.

Product prices

Prices shown on the website are reflective of the online store only and have no affiliation to any other stores, including our physical West London store. All prices are shown in GBP/£ and are inclusive of any applicable taxes.


When placing your order, please remember to enter the correct shipping address, and correct card details in billing information. If any information entered does not match info that your bank has for your card, the transaction might 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 and we will not be held viable for any loss or damages. Unfortunately, couriers are unable to guarantee overnight service for when the shipment is changed or rescheduled by the customer, so this is not something we recommend for perishable orders. All precautionary measures will be taken to not bring shipments back to the depot, including our packages being left in a safe place or with a neighbour. This is meant to ensure delivery without fail, even if you are not in to accept the order.

Bulk orders

Please note that orders over 25kg are considered bulk by couriers. Bulk orders might be delivered with specialised vehicles and have limited tracking. Orders over 50kg will not be applicable for any shipping discounts.

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 placed between Thursday and Sunday will be sent on the following Monday for delivery on Tuesday, unless a delay is announced on the Delivery Info page.

Frozen packaging

We have taken 10 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:

  1. Separate the polyethylene wrap from the wool liner
  2. The wrap is fully kerbside recyclable
  3. Place the wool liner into the general waste where it will biodegrade over a few months.
  4. Recycle the cardboard box as any other cardboard or paper that you use on a daily basis.

You can also view recycling instructions, as well as other ideas on what to do with your forzen packaging in this handy video.

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 36h. 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 we cannot guarantee that your products will arrive deeply frozen and we advise visiting our Delivery page for any announcements and changes.

Dry and refrigerated packaging

In order to protect fragile and perishable goods from unpredictable transport conditions, protective and insulating packaging will be used on most products. This may result in a lot of packaging material. All of our packaging is either reusable or recyclable and we are doing our best to keep our packaging as eco-friendly as possible. Please recycle wherever possible.

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 intervals (example: 50g, 100g or 500g) 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 products

As all of our products are imported, transit times can greatly impact certain expiration dates due to long transit times between the Balkans and the UK. We will clearly mark any non-perishable items as short dated 3 weeks before the date shown on packaging. Some products like dairy and meat naturally have an expiration date less than a few weeks, these products will be marked when there is a 2 weeks left until the best before date. Products are marked in the first line of product's descrition in bold text, with a yellow alert symbol (⚠️).

Please note some products are labelled with BEST BEFORE, others are labelled with USE BY or EXPIRY DATE. Best before means that the products are still safe to consume after the date has passed. Changes in flavour or texture might occur, but this does not influence the health safety and they can still be sold by UK law and regulations. Use by or expiry dates should be followed to avoid heath safety concerns and these cannot be sold after the date has passed.

A good tip is to search for the term "SHORT-DATED" in our online store and all short-dated items will be listed for your convenience. We do not sell any products after the dates labelled on prodcts have passed, unless the customer requests so.

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 call us, pop us an email or form inquiry and we will let you know if and when are we expecting a restock.

Missing or incorrect products

We are only human and sometimes we will make mistakes. We try extremely hard not to, but if we do, please contact us and we will sort this out for you immediately.

In case we are not able to include a certain product in your order and intentionally leave it out, we will either issue a refund or include your requested substitute taking care that you are charged appropriately if the substitute is less expensive than the original product.

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 send us an email with pictures and we will make this up to you.

International shipping

We are currently disabling this service due to Brexit. When new rules are put in place, we'll be sure to continue delivering wherever you are.