Frequently Asked Questions
How Can I Register?
To register, follow these steps:
1. During checkout, enter your name, address, email address, contact number, and create a password.
2. Alternatively, click on My Account > Login/Register and provide your details.
• You’ll receive a confirmation email with validation instructions.
• Registration is optional. However, it’s recommended for repeat purchases, as it saves you from re-entering details.
• Registered users can log in at the top of the page by clicking Login.
______________________
How Can I Place an Order?
If this is your first order:
1. Register on the webshop by clicking Login/Register in the top-right corner.
2. Log in using your username and password.
3. Browse and add items to your basket in the desired quantities.
When you’re ready to complete your purchase:
• Click on the My Basket icon to review or modify your order.
• Remove products by clicking the small “x” next to them.
• Click Order to see the total cost (including postage).
• Finalize your order by clicking Cashier.
If your order is successful, you’ll see a Thank you for your order message. A confirmation email with payment details and an electronic invoice will be sent to you.
If a product is unavailable, we’ll notify you immediately and refund your payment within 30 days.
______________________
How Do I Pay for My Order?
We accept payments through:
• Stripe (card payment)
• PayPal
______________________
How Do I Receive My Order?
Local Deliveries (BS Postcodes)
Deliveries to Zones 1, 2, and 3 are handled by our own van. We’ll contact you to arrange a delivery date and time.
UK Mainland Deliveries
• Orders placed before 3:30 PM, Monday to Thursday, are normally dispatched the same day for next working day delivery. Orders placed after the daily cut-off will normally be dispatched on the next available dispatch day.
• Orders placed after 3:30 PM on Thursday, or at any time from Friday through the weekend, will be dispatched from Monday for next working day delivery.
• Please keep in mind that we do not dispatch orders on Bank Holidays or other public holidays. In these cases, orders will be dispatched on the next available working day.
• You’ll receive updates from us as your order is processed, and once your parcel has been dispatched, the courier will normally provide tracking and delivery updates by email and/or SMS.
• We use next working day delivery services wherever available, but the estimated delivery day cannot always be guaranteed. Some areas are served on a 48-hour delivery service, and occasionally circumstances outside our control (such as unusually busy depots or hubs, vehicle breakdowns, severe weather, or other courier network delays) can affect delivery times.
• We will always do everything we can to dispatch your order on time. If a parcel is delayed after leaving us, we take responsibility for helping you resolve the situation and will work with the courier where necessary to get your order delivered as quickly as possible.
______________________
Can I Order Frozen Products?
BS Postcodes: Frozen products are delivered safely.
UK Mainland: We’ll do our best to ensure frozen goods arrive in good condition, but external factors may affect quality. Order at your own risk.
For urgent frozen deliveries, contact us at [email protected] or [email protected] or call 07903697180.
______________________
How Much Does Delivery Cost?
Bristol Zones:
• Zone 1: Free (BS7, BS6, BS9, BS10, BS2, BS32)
• Zone 2: £3.99 (BS1, BS3, BS5, BS11, BS16, BS20, BS30, BS36, BS37, BS34)
• Zone 3: £4.99 (BS4, BS13, BS14, BS31, BS41, BS8)
UK Mainland:
• Standard delivery: £6.99 (25kg or under)
• Overweight delivery: £11.99 (25kg - 50kg)
• Scotland Highlands & Islands: £18 (48 hrs)
Note: Weight limit is 50kg per order.
______________________
Where Do We Ship?
We deliver within the United Kingdom only.
______________________
Which Couriers Do We Use?
We currently use both DPD and DHL for UK Mainland deliveries.
DPD is our main courier, and most eligible orders will be dispatched with DPD. However, DPD has a limit of 5 litres of liquid per parcel.
Because of this:
• If your parcel contains less than 5 litres of liquid, we will normally dispatch it with DPD.
• If your parcel contains more than 5 litres of liquid, we will dispatch it with DHL instead.
If you prefer your order to be delivered by DPD rather than DHL, please be mindful of the total amount of liquids you add to your order and keep it below the 5-litre limit.
The courier used for your order is determined by the contents of the parcel and our shipping requirements at the time of dispatch.
______________________
What Should I Do if the Product is Damaged?
If your product arrives damaged, notify us within 2 days of delivery at [email protected] or [email protected] or call 07903697180.
______________________
How Do I Cancel My Order?
To cancel an order, email us at [email protected] or [email protected] or call 07903697180 as soon as possible.
Note: Orders cannot be canceled once dispatched to the courier.