Frequently Asked Questions
1. Q: How do I register with your website?
2. Q: Is it safe to pay online on your website?
3. Q: How much is delivery & who will deliver my parcel?
4. Q: I'm in the UK and my order is small - do I still have to pay normal delivery rates?
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? Do you accept PayPal?
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?
21. Q: Do you offer bulk discounts?
22. Q: Can you supply us at Wholesale Prices?
1. Q: How do I register with your website?
A: There is no need to register to use our website and place an order with us. Everyone is welcome to shop with us was long as your delivery address in the UK or elsewhere in Europe. Once you have selected the products you would like to buy and click on checkout you will be asked for your email address, delivery, billing address details and a contact telephone number.
2. Q: Is it Safe to Buy online on your website?
A: Every page on our website is secure and encrypted, see https:// in the web address, and/or the locked padlock symbol alongside the URL. At no time are we ever able to see your payment card details, and in order to protect your privacy and security even further we don't take payments over the telephone.
When you pay through our website our payment service provider, Sage Pay, are actually hosting this payment page and handling your card details even though it looks as if you are still on our website.
Sage Pay are 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.
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 & who will deliver my parcel?
A: It depends on where you are and what is in your order. We use a number of different couriers and the Royal Mail. Please take a look HERE for full details.
Please note all couriers charge a supplement for delivery to more remote areas of the UK and these areas are determined by the them and not us. The supplement is due to simple economics and not prejudice!
Every courier has slightly different definitions of remote areas depending on the location of their operations. As we are charged more by the couriers for delivery to these areas we are simply passing on this surcharge to you. However if your UK order weighs less than 5kg and doesn't contained chilled food then you will have the option of delivery with the Royal Mail with the same rate throughout the UK.
4. Q: I'm in the UK and my order is small - do I still have to pay normal delivery rates?
A: Sorry but yes. We will still get charged the same by the courier and we are simply passing the delivery charge onto you - we don't profit from delivery charges and we don't charge you for packing costs.
Unlike some websites we try to be as transparent as possible with our customers about costs, so we don't hide delivery costs in product prices as that would mean that customers ordering lots of items would pay inflated prices for those products and subsidise those customers ordering small amounts.
5. Q: Is it possible to have my order delivered to a different address?
A: Yes, you are given this option during checkout, just fill in the delivery address details first and then enter your card billing address.
6. Q: Do you have a shop I can visit?
A: No we don't. Our warehouse isn't open to the public so it isn't possible to visit us to browse our products or make purchases in person.
7. Q: Do I have to pay by credit/debit card? Do you accept PayPal?
A: Yes you do need to pay by card: we accept most major debit and credit card including American Express. We are not able to accept cheques, or any kind of bank transfer or banker's draft. We don't accept payment through PayPal as it is much more expensive and too popular with fraudsters.
8. Q: Do you accept payment in other currencies?
A: We currently only accept payment in Pounds Sterling (GBP), although as we have so many customers in other parts of Europe, you can opt to see the prices on our website in Euros, Danish Krone, Norwegian Krone, Swedish Krone or Swiss Francs. Click on the currency tab on the basket summary at the top right of any page on our website to select your currency.
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 to ensure that all breakables are well protected. We use a variety of packaging materials depending on the items you are buying. 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 materials that can be recycled and are biodegradeable.
To find out more about the environmentally friendly biodegradeable green loose-fill chips that we use please do take a look at the manufacturer's website
10. Q: I have just placed an order - how quickly can I expect to receive it?
A: Orders are usually processed within one working day subject to stock availability, but may take a little longer. If you do need your parcel for a specific date please let us know as soon as you place your order so that we can see if this will be possible.
Please see HERE for typical transit times depending on the delivery service you choose. Also, please note that we only dispatch parcels Monday - Friday.
Please see our Delivery Page for more information.
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 caught by your Spamfilter/Junk mail or perhaps your email address was entered incorrectly when you placed the order.
12. Q: Will you tell me when my order has been dispatched?
A: We will automatically send you an email when your order is dispatched, and you will also receive an email from the courier on the day your parcel is shipped providing you with access to the tracking information for your parcel. Please check your email Spam/Junk folder if you don't receive these emails.
13. Q: I need my order tomorrow can you help?
A: We are usually able to dispatch your order the same day if you order by midday Monday-Friday, but this depends on what you are ordering and how busy we are.
14. Q: I see from the courier's tracking that my parcel is out for delivery today, but it hasn't arrived yet - what should I do?
A: Deliveries to home addresses can be made up until 9pm in the evening, and at any time during normal working hours if delivery is to a business address. There is no way of finding out when delivery will be unless delivery is with DPD, in which case you will receive a one-hour delivery window, It is also not possible to contact your delivery driver for more information. If your parcel doesn't arrive today please contact the courier with your tracking number.
Please note that we have no more information than is available to you on the courier's tracking system and have no additional details about when during the day your parcel will be delivered - that just depends on your local driver's route.
Please see this section of our website or further details about tracking deliveries.
15. Q: What happens if I am not in when my parcel is delivered?
A: A signature is required on delivery so if no-one is available you will usually be left a card by the courier and the courier will try usually try again on the next working day. If no-one has been available to accept the parcel on any of these occasions the courier will hold your parcel at their local depot and you will be able to arrange with them to collect it from there. Please note that if your parcel is returned to us, the courier do charge for this return journey and we will need to pass on this charge to you.
We do strongly recommend that you only select a shipping address where someone is typically available to sign for your parcel - but don't forget you can specify your place of work, or the address of a neighbour or friend as your shipping address.
If you choose delivery with DPD you will usually be able to arrange directly with them, if you wish, to have your parcel to delivered to a local shop or left in your specified safe place. Please bear in mind that this is an arrangement between you and the courier and we won't be able to accept any claims for non-delivery, damage or delays because you have instructed a courier to leave your parcel unattended and/or without a signature.
16. Q: What if I receive a damaged item?
A: Please keep the item and all packaging materials (box, wrapping, filler) and contact us by email within 24 hours of delivery. All of these items are necessary in order to make an insurance claim and so be able to refund for or replace the damaged product.
17. Q: What if I receive the wrong item?
A: Please contact contact us by email within 24 hours of delivery. We may require that you email us a photograph of the item(s) received. We will either refund you for this item or replace it. Any return shipping charges as well as the original shipping cost if this was the only item in your order, will also be refunded.
18. Q: I don't like to order online, can I still place an order with you?
A: Unfortunately we can only accept orders placed online but we can assure you that your payment will be securely processed by Sage Pay, the UK's largest card processing company. At no time are we able to see, access or store your card details.
In fact ordering online is much more secure that placing orders by telephone, and it is in order to protect your privacy and security that we do not take payments over the telephone.
See Section 2, above, for more information
19. Q: Do you offer a Gift-Wrapping Service?
A: We do offer a gift basket service but we aren't able to gift wrap individual items.
20. Q: Do you have a brochure or catalogue that you can send me?
A: Unfortunately not we don't produce a printed catalogue.
We are continually adding new products to our vast range so a printed catalogue would be out of date very quickly. All of our products and up to date prices can be seen here through our online shop.
21. Q: Do you offer bulk discounts?
A: We offer UK delivery depending on how much you are buying. We also offer some our products in large catering-size packs that offer a substantial discount to standard packs.
We aren't able to offer additional discounts on large orders of a single product or on large orders of many individual products.
Also, please note that the availability listings on our website are intended for single-copy orders. If you order a large number of a single product, your order might be held until we receive additional stock from our suppliers in order to avoid disappointing other customers. We will always let you know if this applies to your order.
22. Q: Can You Supply Us At Wholesale Prices?
A: We are a retailer not a wholesaler and so unfortunately we can't supply you at wholesale prices and we don't have a trade or wholesale price list. However, we do have large catering size packs of some products that offer substantial discounts over buying single retail packs.
If you’re looking to buy bulk quantities of certain items, we may be able to offer a discount at our discretion with a reasonably low minimum order as long as you cover our delivery costs and you can prove that you are a food business. Click here to email us with the details of the products you are interested in.
