Frequently Asked Questions
1. Q: How Do I Register on Your Site?
2. Q: Is it safe to pay online on your website?
3. Q: How much is delivery?
4. Q: I'm in the UK and my order is small - do I still have to pay £6.75 for delivery?
5. Q: Is it possible to have my order delivered to a different address?
6. Q: Do you have a shop I can visit?
7. Q: Do I have to pay by credit/debit card?
8. Q: Do you accept payment in other currencies?
9. Q: How will you package my order?
10. Q: I have just placed an order - how quickly can I expect to receive it?
11. Q: I have placed an order but haven't received a confirmation email - have you received my order?
12. Q: Will you tell me when my order has been dispatched?
13. Q: I need my order tomorrow can you help?
14. Q: I received an email today to say my parcel is out for delivery, but it hasn't arrived yet - what should I do?
15. Q: What happens if I am not in when my parcel is delivered?
16. Q: What if I receive a damaged item?
17. Q: What if I receive the wrong item?
18. Q: I don't like to order online, can I still place an order with you?
19. Q: Do you offer a Gift-Wrapping Service?
20. Q: Do you have a brochure or catalogue that you can send me?
1. Q: How Do I Register on Your Site?
A: You will have the opportunity to register with our site during the checkout process when you place your first order with us. Once you have selected the products you would like to buy and and click on checkout you will be asked for your email address, delivery and billing details and you will be able to set up a password for your account. Next time you visit our website you will be able to login and see previous orders, the status of any orders that you are waiting for and when ordering again your details will be pre-filled for you.
2. Q: Is it Safe to Buy online on your website?
Our Payment Service Provider is Sage Pay (formerly Protx) – the largest independent payment service provider (PSP) in the UK and Ireland. Sage Pay provides a secure payment gateway (Level 1 PCI DSS), processing payments for thousands of online businesses, including ours. It is Sage Pay’s utmost priority to ensure that transaction data is handled in a safe and secure way. Sage Pay uses a range secure methods such as fraud screening, I.P address blocking and 3D secure. Once on the Sage Pay systems, all sensitive data is secured using the same internationally recognised 256-bit encryption standards.
In addition, you know that your session is in a secure encrypted environment when you see https:// in the web address, and/or when you see the locked padlock symbol alongside the URL. So when buying through our site, you can be sure that you are completely protected. Please see our Security policy in our Terms & Conditions for further information.
3. Q: How much is delivery?
A: That depends where you are. In the UK we have negotiated a flat rate with DHL: £6.75 (including VAT) for most UK addresses, rising to £10.95 for Northern Ireland, some parts of northern Scotland and any of the offshore islands. Any items that need to be kept cold during delivery e.g. meats, cheeses etc. will cost £1 more to send as the are sent on an overnight service. Please see our Payment & Delivery Page for full details.
For everywhere else (including the Channel Islands) the cost of delivery will depend on the weight and dimensions of your parcel, so it is different for every parcel. As a result we will need to know exactly what you want to buy before we can provide you with an estimate. However you can be assured that we will never take payment from you unless you have told us that you are happy with the delivery cost.
4. Q: I'm in the UK and my order is small - do I still have to pay £6.75 for delivery?
A: Sorry but yes - we will still get charged the same whether your parcel weighs 100g or 29kg and we are simply passing the delivery charge onto you. We don't profit from delivery charges.
5. Q: Is it possible to have my order delivered to a different address?
A: Yes, you are given this option during checkout but this is only possible if the delivery is to a UK address and if the order is placed through our website or by cheque. If you pay by telephone we can only deliver to the billing address of the card used for payment.
For delivery outside the UK we will only dispatch to the registered billing address for card used for payment.
6. Q: Do you have a shop I can visit?
A: Yes we have a shop in London - please take a look at our "About Us" page for our address and opening hours.
7. Q: Do I have to pay by credit/debit card?
A: If you are in the UK and delivery is to a UK address, you are welcome to pay by with a UK cheque as long as it is in £ sterling from a UK bank account. Please note that we will not send out your order until we have received your cheque and it has cleared, so please allow up to two weeks for your order to be processed.
All overseas order must be paid by credit/debit card, we do not accept cheques, or any kind of bank transfer or banker's draft.
8. Q: Do you accept payment in other currencies?
A: We currently only accept payment in Pounds Sterling (GBP). If you pay with a non-UK credit/debit card the amount charged to your card in your local currency will be determined by your card company's exchange rates.
9. Q: How will you package my order?
A: We take great care packaging your order and ensure that all breakables are well protected. We use a variety of packaging materials depending on the items you have purchased. To reduce environment waste, as much as possible we try to re-use the cardboard boxes that we receive our products in, and any filler we use is made from recycled polystyrene and can be recycled.
10. Q: I have just placed an order - how quickly can I expect to receive it?
A: UK orders - please allow up to 5 working days for us to process your order (subject to stock availability), and then the courier delivery service we use can take a couple of days depending on where in the country you are. Please note that we only dispatch parcels Tuesday - Friday, and delivery to you is Monday - Friday unless you specifically request Saturday delivery and this is available in your area.
Orders outside the UK, you will first receive an email from us with a quote for delivery - please allow several days for us to do this. Once you have emailed us back to say that you are happy with the delivery cost please allow a few more days for your parcel to be dispatched, and then delivery depends on where in the world you are (usually around 3 days in Europe, 7 days for the rest of the world)
11. Q: I have placed an order but haven't received a confirmation email - have you received my order?
A: The order confirmation emails are created automatically but they might get stuck in your Spamfilter or perhaps your email address was entered incorrectly when you placed the order. Please login at the top right hand side of the page and you should be able to see your order - if not then email us and we find out what is happening.
12. Q: Will you tell me when my order has been dispatched?
We will send you an email when your order is dispatched, and if delivery is to a UK address then you will also receive a series of emails with tracking information so that you can track your parcel's progress. Please check your email spamfilter if you do not receive these emails.
Don't forget you can log into your account at any time and check to see if your order has been dispatched.
13. Q: I need my order tomorrow can you help?
A: Unfortunately we are unable to offer same day dispatch - our parcel collection for the day is usually finalised before 8am.
14. Q: I received an email today to say my parcel is out for delivery, but it hasn't arrived yet - what should I do?
A: The email will allow you to click through to DHL's parcel tracking system. If you are concerned please contact your local DHL depot with your tracking number (details of both are available from the tracking system).
If you can't access this information please contact us for details, however please note that we have no more information than is available on the DHL's tracking system and have no details about when during the day your parcel will be delivered - that just depends on your local driver's route.
15. Q: What happens if I am not in when my parcel is delivered?
A: If your parcel was sent on our standard delivery service to a residential address you will be left a card by DHL. Your local driver may try to leave your parcel with a neighbour if not then they will try to deliver again the next working day. Unfortunately no specific time for delivery can be given. If you are not in again DHL will hold your parcel for one week before returning it to us. In this situation please contact your local depot to re-arrange delivery or to collect from your local depot. Please note that if your parcel is returned to us DHL do charge for this return journey.
For business addresses only one delivery attempt will be made after which you will need to contact DHL for re-delivery or collection from your local depot. Please note in some circumstances there will be an additional charge for re-delivery to a business address. Again DHL will keep your parcel for one week before returning it.
16. Q: What if I receive a damaged item?
A: Please keep the item and all packaging materials (box, wrapping, filler) and contact us as soon as possible. All of these items are necessary in order to make a claim against the postal carrier. You will receive a full refund of the purchase price.
17. Q: What if I receive the wrong item?
A: Please contact us as soon as possible and we will refund you for this item, any return shipping charges as well as the original shipping cost if this was the only item in your order
18. Q: I don't like to order online, can I still place an order with you?
A: You are very welcome to telephone us with your order on 020 8442 0558 (Tueday-Friday, 10am-6pm), or write to us, or email us. Just please, for security reasons, don't put credit card details in any emails or letters. If you would like to place your order by letter or email then we will take payment details over the telephone.
19. Q: Do you offer a Gift-Wrapping Service?
We do offer a gift basket service but we are unable to gift wrap individual items.
20. Q: Do you have a brochure or catalogue that you can send me?
No. The best way to see all of our current products and up to date prices is through our online shop or by visiting our London shop.
