Below are common questions we have been receiving regarding orders during the COVID-19 crisis. 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
Our current manufacturing lead time is 3-5 working days. We will try to dispatch sooner where possible. Please contact us if you need your order on/by a specific date.
Please note: this is an estimated dispatch date and this could differ by 1-2 days either side.
Yes! We are still open but please note due to demand we currently have a backlog of orders so manufacturing is taking 3-5 working days (Please note: working days do not include bank holidays or weekends). We will attempt to dispatch sooner if possible. Once your order has been dispatched you will receive an email with your tracking info (YOU WILL NOT RECEIVE ANY TRACKING INFO UNTIL YOUR ORDER HAS BEEN DISPATCHED).
Orders are dispatched from our factory after 3-5 working days. 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. Please be considerate and do not contact us asking where your order is until 5 working days have passed since you placed your order as replying to customer queries is slowing down production and will only lead to further delays.
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 5 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 firstname.lastname@example.org with your order number.
Currently we can only offer specific delivery date requests if it is beyond 5 working days from the order being placed. 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 5 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!
All drivers have been advised to provide contactless delivery. They will knock on your door, place your parcel on the floor and move away before you can retrieve your parcel. Alternatively they will leave in a safe place.
Simply email email@example.com with your order number and the new address before your order is dispatched.
Please email firstname.lastname@example.org with pictures and we will sort any issues.
Please email email@example.com 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.