Below are common questions we have been receiving regarding orders in the run up to Xmas. Please ensure you read everything here first and only contact us if your question is not answered here. If you contact us and your question is answered here you will be referred back to this page to allow us to reduce time answering emails and focus on production.
ESTIMATED DISPATCH DATES
IF YOU PLACED AN ORDER BY 23:59 ON DECEMBER 16TH THEN YOUR ORDER WILL ARRIVE BY XMAS EVE AT THE VERY LATEST.
If you requested a specific delivery date - your order will be delivered on this date.
|ORDER DATE||EST. DISPATCH DATE||EST. DELIVERY DATE|
|11/12 & 12/12 & 13/12||21/12||22/12|
|14/12 & 15/12||22/12||23/12|
Please note: this is an estimated dispatch date and this could differ by 1 day either side.
OUR CHRISTMAS DELIVERY DEADLINE HAS NOW PASSED - ALL ORDERS PLACED FROM DECEMBER 17TH ONWARDS WILL BE SHIPPED AFTER CHRISTMAS FROM DECEMBER 29TH ONWARDS. IF YOU PLACED YOUR ORDER BY 23:59 ON DECEMBER 16TH IT WILL ARRIVE BEFORE CHRISTMAS.
PLEASE NOTE: If your order was placed before 23:59 on December 16th then it will be with you by December 24th at the very latest. We are unable to provide an exact date until your order has been dispatched. At this point you will be sent an email/SMS with tracking info & your order is shipped on a next day service.
Orders are dispatched from our factory after 5-8 working days (or 1-2 working days if you purchase express delivery). They are sent on a next day service but this may be delayed by an extra day once with the courier as they also have a backlog of parcels in their system due to increased demand.
We have received your order if you have got an order number, an order confirmation email from us or a PayPal confirmation. If you cannot find your order confirmation email please check your junk/spam.
Please allow 8 working days to pass before contacting us to find out where your order is. We will be regularly posting estimated dispatch dates on this page so please read everything here first before contacting us.
If your order has not yet been dispatched then we can cancel and refund your order. Please email email@example.com with your order number.
Currently we can only offer specific delivery date requests if it is AFTER CHRISTMAS. Please contact us before placing your order to see if this is possible. Due to some courier delays we advise requesting your order a couple of days before you need it to ensure you have it in time.
Tracking info is only sent once your order has been dispatched. Please allow 8 working days (this does not include weekends or bank holidays) to receive your tracking info and make sure to check your junk/spam. You will be sent your tracking info in the morning when we print/pack your order. As parcels are not collected from us until after 3PM your tracking status will show as "we have not received your shipment" but this will update once the driver has collected from us and scanned your parcel so please do not worry.
We use DPD Local for the majority of the UK and Royal Mail for harder to reach areas like Northern Scotland, Highlands, Channel Islands, NI and the Scottish Islands.
Most certainly! Please do not worry as our recipe has recently been developed and lab tested to provide a shelf life of up to 3 weeks at ambient temperature. We send with chill packs and advise to store in the fridge to keep it fresher for longer but it will be just fine if not kept cool. If it arrives warm simply pop in the fridge for a couple of hours before consuming to firm it up!
Simply email firstname.lastname@example.org with your order number and the new address before your order is dispatched.
Please email email@example.com with pictures and we will sort any issues.
Please email firstname.lastname@example.org so we can contact DPD and find out what has happened.
If on the very rare occasion your order is lost by the courier we will replace your order and fast-track it to the front of our manufacturing queue.